SIA Communication Skills 3

Question 1

A hearing-impaired patron approaches the venue entrance. Which of the following communication methods should a door supervisor try first?

Accepted Answer

Face the patron directly, speak clearly at a normal pace, and use gestures or written communication if needed

Answer

Shout clearly in the patron's ear

Answer

Communicate only through their companion and ignore the patron

Answer

Use exaggerated mouth movements to help the patron lip-read

Question 2

A patron speaks very little English and is trying to explain a problem. What is the most professional approach for the door supervisor?

Accepted Answer

Use simple language, gestures, visual aids, and if available, seek a colleague or translation app to assist with communication

Answer

Speak louder and slower in English until the patron understands

Answer

Ignore the patron as effective communication is not possible

Answer

Tell the patron to come back with someone who speaks English

Question 3

Which of the following statements about active listening is correct?

Accepted Answer

Active listening involves fully concentrating on what is being said, acknowledging the speaker, asking clarifying questions, and reflecting back what you have heard

Answer

Active listening means waiting for the other person to finish so you can make your point

Answer

Active listening means agreeing with everything the other person says

Answer

Active listening only applies when taking witness statements, not in everyday interactions

Question 4

A door supervisor is required to give evidence in court about an incident. Which of the following is the best advice for their court appearance?

Accepted Answer

Dress professionally, address the magistrate or judge correctly, speak clearly, refer to contemporaneous notes when permitted, and only answer what is asked

Answer

Dress casually to appear relatable to the jury

Answer

Memorise a script of exactly what to say to avoid inconsistencies

Answer

Bring colleagues to sit in the public gallery for moral support before they give their own evidence

Question 5

What is the 'broken record' technique in communication?

Accepted Answer

Repeating the same calm, clear message consistently when someone tries to argue, deflect, or negotiate, without being drawn into debate

Answer

Playing background music to distract an agitated patron

Answer

Recording all conversations for evidence purposes

Answer

Changing your message repeatedly to confuse an aggressive person

Question 6

Which of the following best describes 'mirroring' as a communication technique for door supervisors?

Accepted Answer

Subtly matching the other person's body language, tone, or pace of speech to build rapport and trust

Answer

Copying someone's aggressive behaviour to show you are not afraid

Answer

Holding up a mirror to show someone how aggressive they look

Answer

Repeating everything the other person says word for word