SIA Door Physical Intervention & Conflict Management

Question 1

What is the primary goal of conflict management for a door supervisor?

Accepted Answer

De-escalation and resolution without physical contact

Answer

The primary goal is always to resolve conflict through communication and de-escalation, avoiding physical intervention wherever possible.

Question 2

Which communication technique helps calm an aggressive person?

Accepted Answer

Using a calm, low tone and open body language

Answer

A calm tone, controlled pace and open non-threatening body language can reduce the physiological arousal of an aggressive person and aid de-escalation.

Question 3

What does the 'conflict resolution model' typically begin with?

Accepted Answer

Assessment of the situation and gathering information

Answer

The conflict resolution model starts with assessing and gathering information about the situation before deciding on an appropriate response strategy.

Question 4

A door supervisor notices pre-fight indicators in a customer. Which is a common pre-fight indicator?

Accepted Answer

Clenching of fists and jaw

Answer

Physical pre-fight indicators include clenching fists, a tense jaw, squaring up, aggressive eye contact and changes in breathing, signalling an imminent physical attack.

Question 5

What is 'personal space' and why is it important in conflict situations?

Accepted Answer

The physical distance around a person; maintaining it reduces threat perception

Answer

Maintaining appropriate personal space prevents an aggressive person from feeling cornered or threatened, reducing the likelihood of physical escalation.

SIA Door Supervisor Practice Test

SIA Door Supervisor Practice Test

SIA Door Physical Intervention & Conflict Management