SIA - CONFLICT MANAGEMENT
MOCK TESTS 2025 QUESTIONS
AND ANSWERS 100% PASS
what would be the best way to talk/communicate in a conflict situation? - ✔✔Speak
clearly and in a controlled way and only state the facts
Why is it important to have a workplace violence policy? - ✔✔So employees know
the standards of behavior that are acceptable and unacceptable
A common trigger of aggression is when a person: - ✔✔Loses face
Which of these factors is most likely to inhibit an angry response? - ✔✔Having
strong personal values
The main way in which managing customer expectations reduces the risk of conflict
is that it: - ✔✔Keeps the situation calm and stops customers getting frustrated
What is a recognised response in a person who feels threatened? - ✔✔Their hearing
tunes into the threat
What is the final stage in the escalation of a conflict situation? - ✔✔Violence
Which of these are considered when using P-O-P in a dynamic risk assessment? -
✔✔Person, object, place
Which of these is a non-verbal way of signalling non-aggression? - ✔✔Gesturing
with open palms
COPYRIGHT © 2025 BY EMILLY CHARLOTTE, ALL RIGHTS RESERVED 1
MOCK TESTS 2025 QUESTIONS
AND ANSWERS 100% PASS
what would be the best way to talk/communicate in a conflict situation? - ✔✔Speak
clearly and in a controlled way and only state the facts
Why is it important to have a workplace violence policy? - ✔✔So employees know
the standards of behavior that are acceptable and unacceptable
A common trigger of aggression is when a person: - ✔✔Loses face
Which of these factors is most likely to inhibit an angry response? - ✔✔Having
strong personal values
The main way in which managing customer expectations reduces the risk of conflict
is that it: - ✔✔Keeps the situation calm and stops customers getting frustrated
What is a recognised response in a person who feels threatened? - ✔✔Their hearing
tunes into the threat
What is the final stage in the escalation of a conflict situation? - ✔✔Violence
Which of these are considered when using P-O-P in a dynamic risk assessment? -
✔✔Person, object, place
Which of these is a non-verbal way of signalling non-aggression? - ✔✔Gesturing
with open palms
COPYRIGHT © 2025 BY EMILLY CHARLOTTE, ALL RIGHTS RESERVED 1
