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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

  1. What is 'displacement aggression' and how should a door supervisor respond to it?

    Answer: Aggression directed at the door supervisor that stems from another source; respond with empathy and de-escalation

    Displacement aggression occurs when a person vents frustration from an unrelated cause onto the door supervisor; recognising this and responding with empathy can defuse the situation.

  2. When escorting a person from premises, which approach minimises risk?

    Answer: Using minimum force, keeping calm and heading to the nearest exit

    A calm, controlled escort using the nearest exit minimises the risk of injury, reduces the chance of bystanders becoming involved and limits legal exposure.

  3. What is 'assertiveness' in a conflict context and how does it differ from aggression?

    Answer: Assertiveness means standing firm with respect; aggression involves hostility and intimidation

    Assertiveness allows a door supervisor to maintain their position firmly while respecting the other person; aggression involves hostility that escalates rather than resolves conflict.

  4. Which technique involves using open questions to gather information during a conflict?

    Answer: Active listening and questioning

    Open questions that cannot be answered with yes or no encourage the person to talk, giving the door supervisor information and time to assess the situation while potentially reducing tension.

  5. Why is documenting the use of force important?

    Answer: It provides a legal record and protects the door supervisor if their actions are challenged

    Accurate documentation of force used, including the justification and outcome, creates a contemporaneous record that can defend the door supervisor against complaints or prosecution.

  6. What is a 'trigger point' in conflict management?

    Answer: A specific stimulus that provokes an escalation in a person's aggression

    Identifying trigger points — words, actions or situations that provoke aggression — allows door supervisors to avoid or manage them proactively to prevent escalation.