SIA Conflict Management 3

Question 1

What is the 'dynamic risk assessment' in door supervision?

Accepted Answer

Continuously evaluating threats and adjusting your response in real-time

Answer

A form you fill out at the start of each shift

Answer

A test you take during SIA training

Answer

The CCTV monitoring system

Question 2

Which approach is most effective when refusing entry to an intoxicated person?

Accepted Answer

Firmly but politely explain they cannot enter, offer alternatives like calling a taxi

Answer

Shout at them to leave

Answer

Physically push them away from the door

Answer

Ignore them and hope they leave

Question 3

What is 'mirroring' in communication?

Accepted Answer

Subtly matching the other person's body language and speech patterns to build rapport

Answer

Copying someone's aggressive behaviour

Answer

Looking at yourself in a mirror before your shift

Answer

Reflecting their insults back at them

Question 4

At what point should a door supervisor call for backup?

Accepted Answer

When they sense the situation may escalate beyond their ability to manage alone

Answer

Only after a fight has started

Answer

Never — they should handle everything independently

Answer

Only when instructed by management

Question 5

What role does empathy play in conflict management?

Accepted Answer

It helps understand the other person's perspective and can defuse tension

Answer

It shows weakness and should be avoided

Answer

It's only useful when dealing with children

Answer

It means agreeing with the aggressive person

Question 6

How should a door supervisor handle a complaint about another staff member?

Accepted Answer

Listen carefully, acknowledge the concern, and escalate to management

Answer

Dismiss it — staff always come first

Answer

Tell the patron they're wrong

Answer

Argue in defence of their colleague