SIA Communication Skills 1 — Questions and Answers
Question 1: Which of the following is an example of 'closed' body language that a door supervisor should be aware of when reading a patron's behaviour?
- Open palms and relaxed shoulders
- Crossed arms, averted gaze, and clenched fists (Correct answer)
- Maintaining appropriate eye contact and nodding
- Standing with feet shoulder-width apart and hands visible
Correct answer: Crossed arms, averted gaze, and clenched fists
Crossed arms, averted gaze, and clenched fists are classic indicators of closed or defensive body language. For a door supervisor, clenched fists combined with other closed signals could indicate agitation or a potential threat. Reading these non-verbal cues early allows for proactive de-escalation.
Question 2: What percentage of communication is estimated to be non-verbal according to widely cited research used in SIA training?
- Around seven percent
- Around thirty percent
- Around fifty-five percent (Correct answer)
- Around ninety-three percent
Correct answer: Around fifty-five percent
According to the Mehrabian model commonly referenced in SIA training, approximately 55% of communication is through body language, 38% through tone of voice, and only 7% through the actual words spoken. While the exact figures are debated, the principle that non-verbal communication is dominant is well established.
Question 3: A door supervisor needs to refuse entry to a patron. Which communication approach is most likely to prevent escalation?
- Speaking loudly and firmly to assert authority, using commanding gestures
- Using a calm, respectful tone, explaining the reason for refusal clearly, and offering alternatives where possible (Correct answer)
- Avoiding eye contact to show they are not looking for confrontation
- Using technical jargon and legal terminology to demonstrate knowledge
Correct answer: Using a calm, respectful tone, explaining the reason for refusal clearly, and offering alternatives where possible
A calm, respectful approach with a clear explanation reduces the likelihood of escalation. Offering alternatives, such as suggesting the patron returns another time or visits when sober, shows professionalism. Aggression, avoidance, or jargon all increase the risk of confrontation.
Question 4: What does the acronym 'LEAPS' stand for in the context of communication skills for security professionals?
- Listen, Empathise, Ask, Paraphrase, Summarise (Correct answer)
- Look, Evaluate, Act, Protect, Secure
- Lead, Enforce, Apprehend, Process, Submit
- Locate, Examine, Assess, Plan, Search
Correct answer: Listen, Empathise, Ask, Paraphrase, Summarise
LEAPS stands for Listen, Empathise, Ask, Paraphrase, and Summarise. It is a communication model taught in SIA training that helps door supervisors manage conversations effectively, particularly in conflict situations. It encourages active listening and understanding before responding.
Question 5: When a door supervisor adopts an 'open stance', what does this communicate to patrons?
- That they are not taking their role seriously
- That they are approachable, confident, and non-threatening while remaining alert (Correct answer)
- That they are vulnerable and unprepared
- That they are off duty and relaxed
Correct answer: That they are approachable, confident, and non-threatening while remaining alert
An open stance — hands visible, relaxed but alert posture, appropriate eye contact — communicates confidence and approachability without aggression. This encourages cooperation from patrons and reduces the likelihood of confrontational encounters. It does not mean the door supervisor is unprepared.
Question 6: Which of the following is the most appropriate way for a door supervisor to use tone of voice when dealing with an agitated patron?
- Match the patron's volume and aggression to show they will not be intimidated
- Speak in a slightly lower pitch and slower pace than normal to project calm authority (Correct answer)
- Whisper so the patron has to stop shouting to hear
- Use a monotone voice to show no emotion
Correct answer: Speak in a slightly lower pitch and slower pace than normal to project calm authority
Speaking at a slightly lower pitch and slower pace than normal projects calm authority and can help de-escalate tension. This technique, sometimes called 'pace and lead', helps to gradually bring the agitated person's emotional state down. Matching aggression escalates, while whispering or monotone can appear dismissive.
SIA Communication Skills 1
Which of the following is an example of 'closed' body language that a door supervisor should be aware of when reading a patron's behaviour?