SIA Communication Skills 3 — Questions and Answers
Question 1: A hearing-impaired patron approaches the venue entrance. Which of the following communication methods should a door supervisor try first?
- Shout clearly in the patron's ear
- Face the patron directly, speak clearly at a normal pace, and use gestures or written communication if needed (Correct answer)
- Communicate only through their companion and ignore the patron
- Use exaggerated mouth movements to help the patron lip-read
Correct answer: Face the patron directly, speak clearly at a normal pace, and use gestures or written communication if needed
The best initial approach is to face the patron directly (aiding lip reading), speak clearly at a normal pace, and supplement with gestures or written communication. Shouting can distort lip patterns, exaggerated mouth movements make lip reading harder, and speaking only to a companion is disrespectful and potentially discriminatory.
Question 2: A patron speaks very little English and is trying to explain a problem. What is the most professional approach for the door supervisor?
- Speak louder and slower in English until the patron understands
- Use simple language, gestures, visual aids, and if available, seek a colleague or translation app to assist with communication (Correct answer)
- Ignore the patron as effective communication is not possible
- Tell the patron to come back with someone who speaks English
Correct answer: Use simple language, gestures, visual aids, and if available, seek a colleague or translation app to assist with communication
Language barriers require patience and creativity. Simple language, gestures, pointing, and visual aids can communicate basic information. Technology such as translation apps on a work phone can help. Seeking a bilingual colleague is also appropriate. Ignoring or dismissing the patron could constitute discrimination.
Question 3: Which of the following statements about active listening is correct?
- Active listening means waiting for the other person to finish so you can make your point
- Active listening involves fully concentrating on what is being said, acknowledging the speaker, asking clarifying questions, and reflecting back what you have heard (Correct answer)
- Active listening means agreeing with everything the other person says
- Active listening only applies when taking witness statements, not in everyday interactions
Correct answer: Active listening involves fully concentrating on what is being said, acknowledging the speaker, asking clarifying questions, and reflecting back what you have heard
Active listening is a communication technique that involves giving full attention to the speaker, showing you are listening through verbal and non-verbal cues, asking clarifying questions, and paraphrasing to confirm understanding. It is essential in all interactions, especially conflict situations and witness interviews.
Question 4: A door supervisor is required to give evidence in court about an incident. Which of the following is the best advice for their court appearance?
- Dress casually to appear relatable to the jury
- Dress professionally, address the magistrate or judge correctly, speak clearly, refer to contemporaneous notes when permitted, and only answer what is asked (Correct answer)
- Memorise a script of exactly what to say to avoid inconsistencies
- Bring colleagues to sit in the public gallery for moral support before they give their own evidence
Correct answer: Dress professionally, address the magistrate or judge correctly, speak clearly, refer to contemporaneous notes when permitted, and only answer what is asked
Court appearances require professional dress, proper courtroom etiquette (addressing judges and magistrates correctly), clear speech, and referring to contemporaneous notes when permitted by the court. Witnesses should answer only what is asked without volunteering extra information. Memorised scripts sound rehearsed and colleagues who are also witnesses should not observe each other's testimony.
Question 5: What is the 'broken record' technique in communication?
- Repeating the same calm, clear message consistently when someone tries to argue, deflect, or negotiate, without being drawn into debate (Correct answer)
- Playing background music to distract an agitated patron
- Recording all conversations for evidence purposes
- Changing your message repeatedly to confuse an aggressive person
Correct answer: Repeating the same calm, clear message consistently when someone tries to argue, deflect, or negotiate, without being drawn into debate
The 'broken record' technique involves calmly and consistently repeating the same message when someone tries to argue, distract, or negotiate. For example, repeatedly stating 'I understand your frustration, but you cannot enter the venue tonight' without being drawn into debate. It is effective for maintaining authority without escalating.
Question 6: Which of the following best describes 'mirroring' as a communication technique for door supervisors?
- Copying someone's aggressive behaviour to show you are not afraid
- Subtly matching the other person's body language, tone, or pace of speech to build rapport and trust (Correct answer)
- Holding up a mirror to show someone how aggressive they look
- Repeating everything the other person says word for word
Correct answer: Subtly matching the other person's body language, tone, or pace of speech to build rapport and trust
Mirroring is a rapport-building technique where you subtly match elements of the other person's body language, tone, or speech pace. When used with calm, open body language, it can help establish trust and make the other person more receptive. It should never be used to mirror aggression.
SIA Communication Skills 3
A hearing-impaired patron approaches the venue entrance.
Which of the following communication methods should a door supervisor try first?