SIA Door Conflict Management 2 — Questions and Answers
Question 1: What non-verbal communication signs might indicate a person is about to become violent?
- Smiling and relaxed shoulders
- Clenched fists, pale face, target glancing, and adopting a fighting stance (Correct answer)
- Yawning and looking at their phone
- Laughing and making jokes
Correct answer: Clenched fists, pale face, target glancing, and adopting a fighting stance
Pre-fight indicators include: clenched fists, reddening or paling of the face, target glancing (looking at where they intend to strike), adopting a wider stance, removal of jewellery or clothing, and increased breathing rate.
Question 2: What is 'active listening' and why is it important in conflict management?
- Listening while exercising
- Fully concentrating on what someone is saying, showing you understand, which helps defuse their frustration (Correct answer)
- Recording the conversation
- Listening while doing other tasks
Correct answer: Fully concentrating on what someone is saying, showing you understand, which helps defuse their frustration
Active listening means fully concentrating on the speaker, understanding their message, and responding appropriately. It shows respect and empathy, which can defuse anger and frustration.
Question 3: What is the 'broken record' technique in conflict management?
- Playing music to calm people down
- Calmly and firmly repeating the same message without being drawn into arguments (Correct answer)
- Deliberately annoying someone until they leave
- Recording and replaying the conversation
Correct answer: Calmly and firmly repeating the same message without being drawn into arguments
The broken record technique involves calmly and consistently repeating your key message without being drawn into side arguments or responding to provocation. It maintains your position without escalating.
Question 4: How should a door supervisor deal with a group of aggressive individuals?
- Confront the loudest person directly
- Identify the leader, communicate calmly with them, and request backup if needed (Correct answer)
- Ignore them and hope they leave
- Use physical force on the smallest person as a warning
Correct answer: Identify the leader, communicate calmly with them, and request backup if needed
Groups often have a leader or influencer. Identifying and communicating calmly with this person can de-escalate the whole group. Always request backup before engaging a group, and maintain safe positioning.
Question 5: What is 'reasonable force' in the context of conflict management?
- Any level of force a door supervisor decides to use
- The minimum amount of force necessary and proportionate to deal with the situation (Correct answer)
- Force approved by the venue manager
- Force that leaves no visible marks
Correct answer: The minimum amount of force necessary and proportionate to deal with the situation
Reasonable force is the minimum level of force that is necessary and proportionate to the threat faced. It must be no more than is needed to deal with the immediate situation.
Question 6: After a conflict situation has been resolved, what should a door supervisor do?
- Forget about it and move on
- Complete an incident report detailing what happened, who was involved, and what actions were taken (Correct answer)
- Only report it if asked by the manager
- Post about it on social media
Correct answer: Complete an incident report detailing what happened, who was involved, and what actions were taken
A detailed incident report must be completed recording the facts of what happened, who was involved, what actions were taken, any use of force, and the outcome. This provides a vital record for legal and operational purposes.
SIA Door Conflict Management 2
What non-verbal communication signs might indicate a person is about to become violent?