semplr.

Exams · Certifications · Licensing

SIA Door Supervisor Licence (Level 2 Award exams)

Resolving conflict: practice questions

Our SIA Door Supervisor bank has 13 questions on this topic. Here are 5 of them with answers; the full mock exam draws from every topic, like the real one.

Start the free mock exam

Question 1

Why should you raise issues from a conflict with your employer?

  1. So procedures can be improved and good practice shared
  2. So the customer can be prosecuted for any offence
  3. So you can be moved to another venue
  4. So that the customer can be banned from every venue in the area
Show the answer

A. So procedures can be improved and good practice shared — Sharing learning helps prevent repeat incidents and improves safety.

Question 2

How can a door supervisor build trust with a customer during a dispute?

  1. Promise them whatever they want so the conversation ends
  2. Be honest, consistent and do what you say you will
  3. Change the rules to suit the customer
  4. Avoid giving any explanation
Show the answer

B. Be honest, consistent and do what you say you will — Trust grows when people see you are fair, honest and reliable.

Question 3

What is a benefit of a problem-solving approach to conflict?

  1. It proves the customer is wrong
  2. It avoids the need to listen to the customer's side
  3. It always ends with an ejection
  4. It looks for a solution both sides can accept
Show the answer

D. It looks for a solution both sides can accept — Problem solving focuses on the issue rather than the person and can prevent escalation.

Question 4

Why is it important to reflect on a conflict incident afterwards?

  1. To learn what worked and how to handle similar situations better
  2. To avoid future training
  3. To decide who was to blame so they can be disciplined
  4. To prove you were right
Show the answer

A. To learn what worked and how to handle similar situations better — Reflection turns experience into better practice.

Question 5

Which of these is a source of support after a stressful conflict?

  1. Talking to a manager, colleague, GP or support service
  2. Keeping it to yourself
  3. Posting about it on social media to get support from strangers
  4. Drinking alcohol at work
Show the answer

A. Talking to a manager, colleague, GP or support service — Support services, employers and GPs can help you recover from stressful incidents.

More SIA Door Supervisor topics