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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 cultural consideration should door supervisors be aware of during conflict?

    Answer: Eye contact, personal space, and gestures have different meanings across cultures

    Direct eye contact may be respectful in Western cultures but confrontational in others. Personal space distances vary. Cultural awareness helps prevent misunderstandings that could escalate to conflict.

  2. How should a door supervisor handle a situation where a patron is crying and distressed?

    Answer: Show empathy, offer a quiet area, ask if they need help or want someone called

    Distressed patrons need compassion. Offering a quiet space and asking about their wellbeing demonstrates duty of care and may prevent the situation from escalating.

  3. What is the difference between assertive and aggressive communication?

    Answer: Assertive is firm but respectful; aggressive is hostile and threatening

    Assertive communication states your position firmly while respecting the other person's dignity. Aggressive communication uses intimidation, threats, or hostility and typically escalates situations.

  4. Why should door supervisors avoid using jargon or slang when communicating with patrons?

    Answer: Clear, simple language ensures understanding and reduces the chance of misinterpretation

    Clear communication reduces misunderstandings. Patrons under the influence of alcohol may struggle with complex language. Simple, direct statements are most effective.

  5. In the SIA model, what does 'Summarise' mean in LEAPS?

    Answer: Restate the key points of what the person has said to confirm understanding

    Summarising confirms you've understood the person's concerns correctly. It shows you've been listening and gives them the opportunity to correct any misunderstandings.

  6. What should a door supervisor do after a conflict has been successfully resolved?

    Answer: Reflect on the incident, record it in the log, and consider what worked well or could improve

    Post-incident reflection and documentation supports continuous professional development and provides evidence of proper procedures being followed.