SIA Conflict Management 4

Question 1

What is a 'trigger' in the context of conflict?

Accepted Answer

An event, word, or action that causes an emotional reaction leading to conflict

Answer

A type of firearm

Answer

The button that activates the venue alarm

Answer

A dance move that starts fights

Question 2

Why should a door supervisor avoid pointing fingers at a patron?

Accepted Answer

Finger pointing is perceived as aggressive and accusatory, escalating tension

Answer

It's considered rude in some cultures

Answer

It might poke them in the eye

Answer

There's no reason — pointing is fine

Question 3

What is the benefit of using the patron's name during de-escalation?

Accepted Answer

It personalises the interaction and can calm them down

Answer

It allows you to report them to police later

Answer

It shows you've memorised the guest list

Answer

There is no benefit

Question 4

When should a door supervisor walk away from a confrontation?

Accepted Answer

When walking away would prevent escalation and the situation can be monitored from a distance

Answer

Never — they must always stand their ground

Answer

Only when told to by the police

Answer

Walking away is always cowardly

Question 5

What is 'displacement activity' in body language?

Accepted Answer

Unconscious self-comfort behaviours like neck rubbing that indicate stress

Answer

Moving furniture around the venue

Answer

Replacing one door supervisor with another

Answer

Walking around the venue perimeter

Question 6

How should a door supervisor respond if a patron says 'Do you know who I am?'

Accepted Answer

Acknowledge them politely but explain the rules apply equally to everyone

Answer

Say 'No, and I don't care'

Answer

Immediately let them in to avoid trouble

Answer

Mock them in front of other patrons