Physical Intervention & 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 Physical Intervention & Conflict Management flashcards as text
What does 'reasonable force' require a door supervisor to consider?
Answer: Whether the force was necessary, proportionate and minimal
Reasonable force requires that the action was necessary in the circumstances, proportionate to the threat and no more force than needed was used.
Which verbal technique can help reduce tension when a person is shouting?
Answer: Mirroring their pace initially then gradually slowing it down
Pacing and leading is a technique where you initially match the person's communication style to establish rapport, then gradually slow down to bring them to a calmer state.
A customer becomes aggressive because they believe they were unfairly refused entry. What is the best initial response?
Answer: Listen calmly, acknowledge their frustration and explain the decision clearly
Active listening and a clear, calm explanation acknowledges the person's feelings and gives them context, which often defuses frustration without escalation.
What is the 'fight or flight' response and how is it relevant to conflict management?
Answer: A physiological stress response that increases aggression or avoidance; understanding it helps predict and manage behaviour
The fight or flight response is triggered by perceived threat and causes heightened arousal; understanding this helps door supervisors anticipate aggressive behaviour and use de-escalation appropriately.
Why should door supervisors avoid using pain compliance techniques without specific training?
Answer: They can cause serious injury and legal liability without proper training
Pain compliance techniques can cause injury if applied incorrectly; without proper training they are dangerous and could expose the door supervisor to criminal prosecution for assault.
What is the purpose of a 'witness statement' after an incident?
Answer: To provide an accurate account of events for legal or disciplinary proceedings
A witness statement provides a factual, contemporaneous account that can be used in court proceedings or disciplinary processes, and should be completed as soon as possible after the incident.