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SIA Door Supervisor Licence (Level 2 Award exams)

Conflict management: practice questions

Our SIA Door Supervisor bank has 10 questions on this topic. Here are 3 of them with answers; the full mock exam draws from every topic, like the real one.

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Question 1

Which is the safest overall approach when conflict starts?

  1. Join in to support colleagues
  2. Assess the risk, communicate calmly, and use force only as a last resort
  3. Use force first to show control
  4. Leave the scene immediately every time, whatever is happening around you
Show the answer

B. Assess the risk, communicate calmly, and use force only as a last resort — Words, distance and teamwork come first. Force must be reasonable, necessary and a last resort.

Question 2

Which behaviour by staff is most likely to escalate conflict?

  1. Using sarcasm and making fun of the customer
  2. Using the customer's name politely
  3. Listening without interrupting
  4. Explaining the options available to the customer
Show the answer

A. Using sarcasm and making fun of the customer — Disrespect and humiliation are major triggers for aggression.

Question 3

A customer with a speech impairment seems frustrated when you can't understand them. What should you do?

  1. Pretend to understand
  2. Be patient, ask them to repeat, and offer to use writing
  3. Talk to their friend instead
  4. Assume they are drunk and refuse entry to avoid any trouble
Show the answer

B. Be patient, ask them to repeat, and offer to use writing — Patience and alternative methods prevent unfair assumptions.

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