SIA Door Conflict Management 2

Question 1

What non-verbal communication signs might indicate a person is about to become violent?

Accepted Answer

Clenched fists, pale face, target glancing, and adopting a fighting stance

Answer

Smiling and relaxed shoulders

Answer

Yawning and looking at their phone

Answer

Laughing and making jokes

Question 2

What is 'active listening' and why is it important in conflict management?

Accepted Answer

Fully concentrating on what someone is saying, showing you understand, which helps defuse their frustration

Answer

Listening while exercising

Answer

Recording the conversation

Answer

Listening while doing other tasks

Question 3

What is the 'broken record' technique in conflict management?

Accepted Answer

Calmly and firmly repeating the same message without being drawn into arguments

Answer

Playing music to calm people down

Answer

Deliberately annoying someone until they leave

Answer

Recording and replaying the conversation

Question 4

How should a door supervisor deal with a group of aggressive individuals?

Accepted Answer

Identify the leader, communicate calmly with them, and request backup if needed

Answer

Confront the loudest person directly

Answer

Ignore them and hope they leave

Answer

Use physical force on the smallest person as a warning

Question 5

What is 'reasonable force' in the context of conflict management?

Accepted Answer

The minimum amount of force necessary and proportionate to deal with the situation

Answer

Any level of force a door supervisor decides to use

Answer

Force approved by the venue manager

Answer

Force that leaves no visible marks

Question 6

After a conflict situation has been resolved, what should a door supervisor do?

Accepted Answer

Complete an incident report detailing what happened, who was involved, and what actions were taken

Answer

Forget about it and move on

Answer

Only report it if asked by the manager

Answer

Post about it on social media