Communication Skills Flashcards

When completing a pocket notebook entry, which of the following practices should a door supervisor follow?

Answer: Write in ink, draw a single line through any errors, initial and date the correction, and never tear out pages

Pocket notebook entries must be in ink (not pencil, which can be erased), errors corrected with a single line through the mistake (still readable) with initials and date, and pages must never be torn out. These practices ensure the notebook is admissible as evidence and demonstrates integrity.

A door supervisor needs to describe a suspect over the radio. Which system provides a structured approach to describing a person?

Answer: The SCONE system — Sex, Clothing, Outstanding features, Name if known, Elevation (height)

The SCONE system is a widely used mnemonic for personal descriptions: Sex, Clothing (top to bottom), Outstanding features (scars, tattoos, accent), Name if known, and Elevation (height). This provides a structured, consistent format that ensures key identifying information is communicated efficiently over radio.

What is the significance of using 'I' statements rather than 'you' statements when dealing with a confrontational patron?

Answer: 'I' statements express the door supervisor's position without blaming or accusing, which reduces defensiveness, whereas 'you' statements can feel accusatory and escalate conflict

Using 'I' statements (e.g., 'I need you to lower your voice') rather than 'you' statements (e.g., 'You need to stop shouting') frames the communication as a personal request rather than an accusation. This reduces defensiveness and the perception of being attacked, making cooperation more likely.

A door supervisor is writing an incident report about an ejection. Which of the following details is LEAST important to include?

Answer: The door supervisor's personal opinion about the patron's character

Incident reports must be factual and objective. Personal opinions about a patron's character are subjective, potentially defamatory, and have no place in a professional report. Reports should contain facts: who, what, when, where, how, and any witness details. Time, descriptions, reasons, and force used are all essential.

In radio communication, what does the proword 'Roger' mean?

Answer: Message received and understood

'Roger' is a proword meaning 'message received and understood'. It does not mean agreement or compliance — only acknowledgement. If a door supervisor needs the message repeated, the correct proword is 'Say again'. Understanding prowords prevents miscommunication in time-critical situations.

A door supervisor witnesses a serious assault and will likely need to provide evidence in court. When should they write their detailed account of what happened?

Answer: As soon as practicable after the incident, while the details are still fresh in their memory

Detailed accounts should be written as soon as practicable after the incident while memories are fresh. Research shows memory degrades significantly within hours. Contemporaneous notes carry far greater evidential weight in court than recollections made days or weeks later. Delaying reduces accuracy and credibility.