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
What is a 'trigger' in the context of conflict?
Answer: An event, word, or action that causes an emotional reaction leading to conflict
Triggers are stimuli that provoke emotional reactions. Identifying common triggers (refusal, perceived disrespect, alcohol) helps door supervisors anticipate and prevent conflict.
Why should a door supervisor avoid pointing fingers at a patron?
Answer: Finger pointing is perceived as aggressive and accusatory, escalating tension
Finger pointing is a universally aggressive gesture that implies blame and dominance. Using open-palm gestures is less threatening.
What is the benefit of using the patron's name during de-escalation?
Answer: It personalises the interaction and can calm them down
Using someone's name creates a personal connection, makes them feel recognised as an individual, and can reduce their aggression.
When should a door supervisor walk away from a confrontation?
Answer: When walking away would prevent escalation and the situation can be monitored from a distance
Strategic withdrawal can prevent escalation. Maintaining distance while monitoring shows good judgement, not weakness.
What is 'displacement activity' in body language?
Answer: Unconscious self-comfort behaviours like neck rubbing that indicate stress
Displacement activities (neck rubbing, face touching, fidgeting) indicate internal stress and can be early warning signs that someone may become aggressive.
How should a door supervisor respond if a patron says 'Do you know who I am?'
Answer: Acknowledge them politely but explain the rules apply equally to everyone
Politely acknowledging while maintaining consistent enforcement avoids both confrontation and preferential treatment. Equality Act compliance requires consistent application of rules.