SIA Conflict Management 1 — Questions and Answers
Question 1: What is the first step in the SIA conflict management model?
- Use physical force
- Identify potential signs of conflict early (Correct answer)
- Call the police
- Remove the person
Correct answer: Identify potential signs of conflict early
The SIA model emphasises early identification of conflict through observing body language, tone, and behaviour before escalation.
Question 2: What does LEAPS stand for in conflict resolution?
- Listen, Empathise, Ask, Paraphrase, Summarise (Correct answer)
- Lead, Engage, Act, Prevent, Solve
- Look, Evaluate, Approach, Position, Secure
- Learn, Examine, Assess, Plan, Support
Correct answer: Listen, Empathise, Ask, Paraphrase, Summarise
LEAPS is a structured active listening approach for de-escalating conflict.
Question 3: Which communication technique is best when dealing with an aggressive person?
- Match their aggressive tone
- Use calm, open body language and steady voice (Correct answer)
- Ignore them until they calm down
- Threaten to call police
Correct answer: Use calm, open body language and steady voice
Calm body language and a steady voice help de-escalate tension.
Question 4: What body language sign indicates rising aggression?
- Relaxed shoulders and open palms
- Clenched fists and fixed staring (Correct answer)
- Leaning back with arms uncrossed
- Smiling and nodding
Correct answer: Clenched fists and fixed staring
Clenched fists, fixed staring, reddened face, and invading personal space are classic pre-attack indicators.
Question 5: When two patrons are arguing and a fight may break out, what should you do first?
- Step between them physically
- Radio for police
- Use verbal commands and positioning to separate them (Correct answer)
- Remove both immediately
Correct answer: Use verbal commands and positioning to separate them
Verbal commands and strategic positioning is the safest initial approach. Physical intervention is a last resort.
Question 6: What indicates successful de-escalation?
- The person has left
- Relaxed body language and reduced voice volume (Correct answer)
- Police have arrived
- The person is restrained
Correct answer: Relaxed body language and reduced voice volume
Relaxed body language and quieter voice show the emotional intensity is decreasing.
SIA Conflict Management 1
What is the first step in the SIA conflict management model?