Physical Intervention & Conflict Management Flashcards

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

Answer: De-escalation and resolution without physical contact

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

Which communication technique helps calm an aggressive person?

Answer: Using a calm, low tone and open body language

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

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

Answer: Assessment of the situation and gathering information

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

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

Answer: Clenching of fists and jaw

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

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

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

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

Which approach should a door supervisor use when dealing with a person who is emotionally distressed?

Answer: Empathetic listening and calm reassurance

Empathetic listening acknowledges the person's feelings, builds rapport and helps de-escalate emotional distress, making resolution more likely.