Q:1What is the first step in the process of a dynamic risk assessment in a conflict situation?
A dynamic risk assessment is a continuous process of assessing a situation. The first step in a conflict is always to "step back, stop, and think" to avoid an immediate, unplanned, and potentially dangerous reaction. This is a crucial skill for a door supervisor.
Q:2Which of the following is a common trigger of aggression in a person?
A person who feels publicly humiliated or disrespected is more likely to become aggressive. A door supervisor should always try to maintain a person's dignity, even in a conflict situation, to prevent a person from becoming aggressive.
Q:3Which of the following body language signs would generally be considered to indicate aggression?
Excessive eye contact can be a sign of aggression or a challenge. A door supervisor must be aware of this and other signs of aggression to de-escalate a conflict before it becomes violent.
Q:4Which of the following is an inappropriate way for a door supervisor to confront unacceptable behaviour?
A door supervisor should never be threatening or aggressive towards a person. It is unprofessional and can escalate a conflict. A door supervisor should always be calm, assertive, and empathetic to de-escalate a conflict and to find a resolution.
Q:5How can a door supervisor achieve a win-win resolution to a conflict situation?
A win-win resolution is an outcome that satisfies everyone involved in a conflict. It may not be the ideal solution for either party, but it is a good compromise that avoids further conflict. The other options are all confrontational and can escalate a conflict.
Q:6What is the final stage in the conflict escalation model?
The conflict escalation model is a series of stages that a conflict can go through. The final stage is violence, and a door supervisor should try to de-escalate a conflict at every stage to prevent it from reaching this point.
Q:7Which of the following is a key skill for a door supervisor to use when de-escalating a conflict?
Active listening is a key skill for a door supervisor. It shows a person that they are being listened to and that their concerns are being taken seriously. It can help to de-escalate a conflict by making a person feel understood and respected.
Q:8A person who has strong personal values and is committed to non-violence is likely to avoid which of the following actions?
A person with strong personal values is likely to avoid using verbal abuse or physical aggression. A door supervisor must be aware of a person's personal values to de-escalate a conflict and to find a resolution without the use of force.
Q:9Intervening between a colleague and a person in a conflict to refocus the person's attention away from the colleague is known as:
Switching is a de-escalation technique that involves one door supervisor taking over from another to give a person a fresh start and to distract them from the previous confrontation. It can be a very effective way to de-escalate a conflict.
Q:10What is a main reason for reviewing an incident of work-related violence?
Reviewing an incident of work-related violence is a crucial part of a venue's post-incident management. It allows a venue to learn from the incident and to improve its policies and procedures to prevent similar incidents from occurring in the future.
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