Conflict Management Flashcards

What is the 'fight or flight' response?

Answer: The body's automatic physiological reaction to perceived danger, preparing to confront or flee

Fight or flight is an autonomic nervous system response causing adrenaline release, increased heart rate, and heightened alertness. Understanding it helps door supervisors recognise escalation signs.

Why is it important to document all conflict incidents?

Answer: To provide evidence for legal proceedings and demonstrate due diligence

Written records protect both the venue and door supervisor legally. They demonstrate proper procedures were followed and can be crucial evidence in court.

What should a door supervisor do if they feel their own anger rising during a confrontation?

Answer: Take a deep breath, maintain professionalism, and request a colleague takes over if needed

Self-awareness of your own emotional state is crucial. Taking a breath, using internal dialogue, or swapping with a colleague prevents the situation from escalating due to your own reactions.

What is 'verbal judo' in security contexts?

Answer: Using words strategically to redirect behaviour and gain voluntary compliance

Verbal judo uses tactical communication — empathy, redirection, and persuasion — to gain compliance without physical force. It was developed specifically for law enforcement and security professionals.

When dealing with a group confrontation, who should you focus on?

Answer: The most vocal or apparent leader of the group

Identifying and engaging the group leader can influence the entire group. If you can de-escalate the leader, others typically follow.

What is the 'broken record' technique?

Answer: Calmly repeating the same clear message without being drawn into arguments

The broken record technique involves calmly restating your position ('I understand, but you cannot enter tonight') without engaging in side arguments. It maintains control without escalation.