SIA Communication Skills

Question 1

Which of the following is an example of 'closed' body language that a door supervisor should be aware of when reading a patron's behaviour?

Accepted Answer

Crossed arms, averted gaze, and clenched fists

Answer

Open palms and relaxed shoulders

Answer

Maintaining appropriate eye contact and nodding

Answer

Standing with feet shoulder-width apart and hands visible

Question 2

What percentage of communication is estimated to be non-verbal according to widely cited research used in SIA training?

Accepted Answer

Around fifty-five percent

Answer

Around seven percent

Answer

Around thirty percent

Answer

Around ninety-three percent

Question 3

A door supervisor needs to refuse entry to a patron. Which communication approach is most likely to prevent escalation?

Accepted Answer

Using a calm, respectful tone, explaining the reason for refusal clearly, and offering alternatives where possible

Answer

Speaking loudly and firmly to assert authority, using commanding gestures

Answer

Avoiding eye contact to show they are not looking for confrontation

Answer

Using technical jargon and legal terminology to demonstrate knowledge

Question 4

What does the acronym 'LEAPS' stand for in the context of communication skills for security professionals?

Accepted Answer

Listen, Empathise, Ask, Paraphrase, Summarise

Answer

Look, Evaluate, Act, Protect, Secure

Answer

Lead, Enforce, Apprehend, Process, Submit

Answer

Locate, Examine, Assess, Plan, Search

Question 5

When a door supervisor adopts an 'open stance', what does this communicate to patrons?

Accepted Answer

That they are approachable, confident, and non-threatening while remaining alert

Answer

That they are not taking their role seriously

Answer

That they are vulnerable and unprepared

Answer

That they are off duty and relaxed

Question 6

Which of the following is the most appropriate way for a door supervisor to use tone of voice when dealing with an agitated patron?

Accepted Answer

Speak in a slightly lower pitch and slower pace than normal to project calm authority

Answer

Match the patron's volume and aggression to show they will not be intimidated

Answer

Whisper so the patron has to stop shouting to hear

Answer

Use a monotone voice to show no emotion