SIA Conflict Management

Question 1

What is the first step in the SIA conflict management model?

Accepted Answer

Identify potential signs of conflict early

Answer

Use physical force

Answer

Call the police

Answer

Remove the person

Question 2

What does LEAPS stand for in conflict resolution?

Accepted Answer

Listen, Empathise, Ask, Paraphrase, Summarise

Answer

Lead, Engage, Act, Prevent, Solve

Answer

Look, Evaluate, Approach, Position, Secure

Answer

Learn, Examine, Assess, Plan, Support

Question 3

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

Accepted Answer

Use calm, open body language and steady voice

Answer

Match their aggressive tone

Answer

Ignore them until they calm down

Answer

Threaten to call police

Question 4

What body language sign indicates rising aggression?

Accepted Answer

Clenched fists and fixed staring

Answer

Relaxed shoulders and open palms

Answer

Leaning back with arms uncrossed

Answer

Smiling and nodding

Question 5

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

Accepted Answer

Use verbal commands and positioning to separate them

Answer

Step between them physically

Answer

Radio for police

Answer

Remove both immediately

Question 6

What indicates successful de-escalation?

Accepted Answer

Relaxed body language and reduced voice volume

Answer

The person has left

Answer

Police have arrived

Answer

The person is restrained