Communication Skills Flashcards

When writing a witness statement for the police, which tense should a door supervisor use?

Answer: Past tense, describing events as they occurred in chronological order

Witness statements should be written in the past tense, describing events in chronological order as they occurred. This provides a clear, logical narrative that is easy for investigators, lawyers, and courts to follow. Mixing tenses creates confusion and undermines credibility.

A door supervisor's radio call sign is 'Delta Three'. How should they correctly initiate a radio call to the control room (call sign 'Control')?

Answer: Control from Delta Three, message, over

Correct radio protocol is: called station first, then calling station, then indicate you have a message, then 'over'. 'Control from Delta Three, message, over' follows proper procedure. This tells Control who is calling, that there is a message to follow, and invites a response.

Which of the following should a door supervisor avoid when using social media in relation to their work?

Answer: Posting photographs of incidents, patrons, or identifiable details of their work on personal social media accounts

Door supervisors must never post photographs of incidents, patrons, or identifiable details of their work on social media. This could breach data protection laws (UK GDPR), compromise ongoing investigations, breach confidentiality agreements, damage the venue's reputation, and potentially result in loss of their SIA licence.

What is the correct way to spell the word 'KNIFE' using the NATO phonetic alphabet?

Answer: Kilo, November, India, Foxtrot, Echo

Using the NATO phonetic alphabet: K = Kilo, N = November, I = India, F = Foxtrot, E = Echo. It is important to use the correct NATO words rather than informal alternatives like 'King' for K or 'Nancy' for N, as non-standard words can cause confusion between teams.

A patron is becoming increasingly agitated and their voice is getting louder. According to communication theory, what is this an example of?

Answer: Escalation — moving up the conflict escalation ladder where verbal aggression may precede physical aggression

Increasing volume and agitation are classic signs of escalation on the conflict ladder. The typical escalation pattern moves from disagreement through verbal aggression to physical aggression. Recognising these early warning signs gives door supervisors the opportunity to intervene with de-escalation techniques before the situation becomes physical.

What is the primary reason door supervisors should avoid using jargon or technical language when speaking with members of the public?

Answer: Because jargon may not be understood, can appear intimidating or condescending, and may increase confusion or hostility

Using jargon or technical language with patrons can create barriers to understanding, appear condescending or intimidating, and increase the likelihood of confusion or confrontation. Clear, plain English ensures the message is understood and reduces the risk of miscommunication.