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SIA Door Supervisor Licence (Level 2 Award exams)

Defusing conflict: practice questions

Our SIA Door Supervisor bank has 25 questions on this topic. Here are 5 of them with answers; the full mock exam draws from every topic, like the real one.

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Question 1

What is the difference between assertive and aggressive behaviour?

  1. Assertive means giving in to demands; aggressive means standing firm
  2. Assertive is firm but respectful; aggressive is hostile
  3. Aggressive is always more effective
  4. There is no real difference
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B. Assertive is firm but respectful; aggressive is hostile — Assertiveness states needs clearly while respecting others. Aggression attacks or intimidates.

Question 2

Which of these is non-verbal communication that can calm a situation?

  1. Rolling your eyes
  2. Pointing a finger at the person
  3. Standing very close to them with your arms folded across your chest
  4. Open hands, relaxed posture and a calm facial expression
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D. Open hands, relaxed posture and a calm facial expression — Non-threatening body language helps de-escalate. Pointing, folding arms and invading space can provoke.

Question 3

Why should you avoid arguing with a drunk customer?

  1. It is illegal to talk to drunk people
  2. Alcohol makes reasoning harder, so arguing tends to escalate
  3. It lowers bar sales
  4. Drunk customers never remember anything the next day anyway
Show the answer

B. Alcohol makes reasoning harder, so arguing tends to escalate — Keep it short and simple, avoid debating, and focus on safe outcomes.

Question 4

What does 'saving face' mean in conflict management?

  1. Letting someone back down without embarrassment
  2. Making sure the CCTV camera can see the person's face
  3. Protecting your face from being hit by the customer
  4. Insisting on an apology in front of other customers
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A. Letting someone back down without embarrassment — Giving people a dignified way out makes it easier for them to calm down.

Question 5

Which of these shows active listening to an angry person?

  1. Nodding, keeping eye contact, and repeating back what they said
  2. Looking at your phone while they talk
  3. Interrupting to correct the facts as soon as they get one wrong
  4. Walking away while they explain
Show the answer

A. Nodding, keeping eye contact, and repeating back what they said — Showing you have heard them reduces frustration and helps find a solution.

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