Documentation & Communication Flashcards
6 cards from real SIA DOOR practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Documentation & Communication flashcards as text
What is 'active listening' in a communication context?
Answer: Giving full attention, using non-verbal cues and reflecting back what you have heard to show understanding
Active listening involves full attention, appropriate eye contact, nodding and paraphrasing back what was said; it builds rapport and ensures accurate understanding of the message received.
A customer complains that they were unfairly refused entry. How should a door supervisor respond?
Answer: Listen calmly, explain the reason clearly and professionally without being defensive
A calm, clear explanation respects the customer's right to understand the decision and may de-escalate the situation; being defensive or dismissive risks escalation.
What is the 'chain of command' and why does it matter to door supervisors?
Answer: The hierarchy of authority from operative to supervisor to management; it ensures decisions are made at the correct level and accountability is maintained
The chain of command defines who has authority to make what decisions; door supervisors should escalate issues appropriately rather than making decisions above their authority level.
What is the purpose of a 'body camera' (BWV) worn by some door supervisors?
Answer: To record interactions as evidence, deter misconduct and protect staff from false allegations
Body-worn video provides a contemporaneous, objective record of incidents; it deters aggressive behaviour, protects staff from false allegations and provides strong evidence for court proceedings.
Which document provides the door supervisor with the authority and conditions under which they are working?
Answer: The Assignment Instructions (AI)
Assignment Instructions set out the specific role, responsibilities, procedures and legal authorities applicable to a particular post; every door supervisor should read and understand them before starting.
What is 'confirmation bias' and why is it a risk in security decision-making?
Answer: The tendency to favour information that confirms existing beliefs, risking profiling and poor decisions
Confirmation bias leads to interpreting information in a way that confirms a pre-existing assumption; in security this risks targeting people based on appearance rather than behaviour, leading to discriminatory practice.