Communication Skills Flashcards

A hearing-impaired patron approaches the venue entrance. Which of the following communication methods should a door supervisor try first?

Answer: Face the patron directly, speak clearly at a normal pace, and use gestures or written communication if needed

The best initial approach is to face the patron directly (aiding lip reading), speak clearly at a normal pace, and supplement with gestures or written communication. Shouting can distort lip patterns, exaggerated mouth movements make lip reading harder, and speaking only to a companion is disrespectful and potentially discriminatory.

A patron speaks very little English and is trying to explain a problem. What is the most professional approach for the door supervisor?

Answer: Use simple language, gestures, visual aids, and if available, seek a colleague or translation app to assist with communication

Language barriers require patience and creativity. Simple language, gestures, pointing, and visual aids can communicate basic information. Technology such as translation apps on a work phone can help. Seeking a bilingual colleague is also appropriate. Ignoring or dismissing the patron could constitute discrimination.

Which of the following statements about active listening is correct?

Answer: Active listening involves fully concentrating on what is being said, acknowledging the speaker, asking clarifying questions, and reflecting back what you have heard

Active listening is a communication technique that involves giving full attention to the speaker, showing you are listening through verbal and non-verbal cues, asking clarifying questions, and paraphrasing to confirm understanding. It is essential in all interactions, especially conflict situations and witness interviews.

A door supervisor is required to give evidence in court about an incident. Which of the following is the best advice for their court appearance?

Answer: Dress professionally, address the magistrate or judge correctly, speak clearly, refer to contemporaneous notes when permitted, and only answer what is asked

Court appearances require professional dress, proper courtroom etiquette (addressing judges and magistrates correctly), clear speech, and referring to contemporaneous notes when permitted by the court. Witnesses should answer only what is asked without volunteering extra information. Memorised scripts sound rehearsed and colleagues who are also witnesses should not observe each other's testimony.

What is the 'broken record' technique in communication?

Answer: Repeating the same calm, clear message consistently when someone tries to argue, deflect, or negotiate, without being drawn into debate

The 'broken record' technique involves calmly and consistently repeating the same message when someone tries to argue, distract, or negotiate. For example, repeatedly stating 'I understand your frustration, but you cannot enter the venue tonight' without being drawn into debate. It is effective for maintaining authority without escalating.

Which of the following best describes 'mirroring' as a communication technique for door supervisors?

Answer: Subtly matching the other person's body language, tone, or pace of speech to build rapport and trust

Mirroring is a rapport-building technique where you subtly match elements of the other person's body language, tone, or speech pace. When used with calm, open body language, it can help establish trust and make the other person more receptive. It should never be used to mirror aggression.