Conflict Management Flashcards

What is the 'dynamic risk assessment' in door supervision?

Answer: Continuously evaluating threats and adjusting your response in real-time

Dynamic risk assessment is the ongoing process of observing, evaluating, and adjusting your approach based on changing circumstances throughout your shift.

Which approach is most effective when refusing entry to an intoxicated person?

Answer: Firmly but politely explain they cannot enter, offer alternatives like calling a taxi

A firm but polite refusal with practical alternatives (taxi, water, friend contact) maintains dignity and reduces the chance of confrontation.

What is 'mirroring' in communication?

Answer: Subtly matching the other person's body language and speech patterns to build rapport

Mirroring involves subtly adopting similar body language, tone, and pace of speech to create unconscious rapport and trust.

At what point should a door supervisor call for backup?

Answer: When they sense the situation may escalate beyond their ability to manage alone

Calling for backup early is a sign of good judgement, not weakness. It's better to have support available than to be overwhelmed.

What role does empathy play in conflict management?

Answer: It helps understand the other person's perspective and can defuse tension

Empathy means understanding someone's feelings without necessarily agreeing. It validates their emotions and reduces the need for them to escalate.

How should a door supervisor handle a complaint about another staff member?

Answer: Listen carefully, acknowledge the concern, and escalate to management

Taking complaints seriously and escalating to management shows professionalism and can prevent the situation from escalating into a confrontation.