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Conflict Management Flashcards

6 cards from real SIA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 Conflict Management flashcards as text

  1. What is the 'win-win' approach in conflict resolution?

    Answer: Finding a solution that satisfies both parties

    Win-win aims to find a compromise where both parties feel their concerns are addressed, reducing the chance of further conflict.

  2. Which factor most commonly triggers conflict at licensed venues?

    Answer: Alcohol intoxication

    Alcohol reduces inhibitions and impairs judgement, making it the primary trigger for aggression and conflict at licensed premises.

  3. What is 'personal space' in conflict management terms?

    Answer: The distance at which a person feels comfortable during interaction

    Personal space is typically 1-1.5 metres. Invading someone's personal space can escalate tension and trigger a fight-or-flight response.

  4. What tone of voice should a door supervisor use when de-escalating?

    Answer: Low, calm, and measured

    A low, calm, measured tone helps reduce tension. Loud or aggressive tones tend to escalate the situation.

  5. Why is active listening important during conflict?

    Answer: It shows the person they are being heard, reducing frustration

    When people feel heard, their frustration often decreases. Active listening builds rapport and can defuse situations without physical intervention.

  6. What should you avoid saying to an aggressive person?

    Answer: Calm down, you're overreacting

    Telling someone to 'calm down' or that they're 'overreacting' is dismissive and typically escalates aggression. Empathetic statements work better.