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Conflict Management Flashcards

6 cards from real SIA DOOR practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 Conflict Management flashcards as text

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

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

    Pre-fight indicators include: clenched fists, reddening or paling of the face, target glancing (looking at where they intend to strike), adopting a wider stance, removal of jewellery or clothing, and increased breathing rate.

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

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

    Active listening means fully concentrating on the speaker, understanding their message, and responding appropriately. It shows respect and empathy, which can defuse anger and frustration.

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

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

    The broken record technique involves calmly and consistently repeating your key message without being drawn into side arguments or responding to provocation. It maintains your position without escalating.

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

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

    Groups often have a leader or influencer. Identifying and communicating calmly with this person can de-escalate the whole group. Always request backup before engaging a group, and maintain safe positioning.

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

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

    Reasonable force is the minimum level of force that is necessary and proportionate to the threat faced. It must be no more than is needed to deal with the immediate situation.

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

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

    A detailed incident report must be completed recording the facts of what happened, who was involved, what actions were taken, any use of force, and the outcome. This provides a vital record for legal and operational purposes.