SIA Door Supervisor Mock Test — All Questions
3 questions
What is usually the most effective first approach to managing conflict?
- a.Physical restraint
- b.Calm communication and de-escalation, using active listening and non-threatening body language✓
- c.Shouting louder than the other person
- d.Threatening the person with the police
De-escalation through calm, respectful communication resolves most conflict without force. Active listening, an open posture and a controlled tone help reduce a person's anger. Physical intervention is only ever a last resort.
Research on communication suggests that when dealing with an angry person, a great deal of the message is carried by:
- a.The exact words only
- b.Written notices
- c.Non-verbal signals such as body language, facial expression and tone of voice✓
- d.The colour of your uniform
Much of face-to-face communication is non-verbal. Your body language, facial expression and tone can calm or inflame a situation, so keeping them open, calm and non-threatening is a key conflict-management skill.
Keeping a safe distance (a reaction gap) from a potentially aggressive person mainly helps to:
- a.Look intimidating
- b.Block the exit
- c.Start a fight
- d.Give you time and space to react safely and shows you are not being threatening✓
Maintaining a reaction gap gives you time to assess and respond if the person becomes aggressive, and a non-threatening distance is less likely to provoke them. It is a core personal-safety principle.