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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 first step in the SIA conflict management model?

    Answer: Identify potential signs of conflict early

    The SIA model emphasises early identification of conflict through observing body language, tone, and behaviour before escalation.

  2. What does LEAPS stand for in conflict resolution?

    Answer: Listen, Empathise, Ask, Paraphrase, Summarise

    LEAPS is a structured active listening approach for de-escalating conflict.

  3. Which communication technique is best when dealing with an aggressive person?

    Answer: Use calm, open body language and steady voice

    Calm body language and a steady voice help de-escalate tension.

  4. What body language sign indicates rising aggression?

    Answer: Clenched fists and fixed staring

    Clenched fists, fixed staring, reddened face, and invading personal space are classic pre-attack indicators.

  5. When two patrons are arguing and a fight may break out, what should you do first?

    Answer: Use verbal commands and positioning to separate them

    Verbal commands and strategic positioning is the safest initial approach. Physical intervention is a last resort.

  6. What indicates successful de-escalation?

    Answer: Relaxed body language and reduced voice volume

    Relaxed body language and quieter voice show the emotional intensity is decreasing.