SIA - CONFLICT MANAGEMENT
MOCK TEST QUESTIONS AND
ANSWERS
what would be the best way to talk/communicate in a conflict situation? -
ANSWER Speak clearly and in a controlled way and only state the facts
Why is it important to have a workplace violence policy? - ANSWER So
employees know the standards of behavior that are acceptable and unacceptable
A common trigger of aggression is when a person: - ANSWER Loses face
Which of these factors is most likely to inhibit an angry response? - ANSWER
Having strong personal values
The main way in which managing customer expectations reduces the risk of
conflict is that it: - ANSWER Keeps the situation calm and stops customers
getting frustrated
What is a recognised response in a person who feels threatened? - ANSWER
Their hearing tunes into the threat
What is the final stage in the escalation of a conflict situation? - ANSWER
Violence
Which of these are considered when using P-O-P in a dynamic risk assessment?
- ANSWER Person, object, place
Which of these is a non-verbal way of signalling non-aggression? - ANSWER
Gesturing with open palms
Which of these is recognised as being a way of overcoming communication
barriers? - ANSWER Taking the person out of a noisy environment
Move as close to the person as possible
MOCK TEST QUESTIONS AND
ANSWERS
what would be the best way to talk/communicate in a conflict situation? -
ANSWER Speak clearly and in a controlled way and only state the facts
Why is it important to have a workplace violence policy? - ANSWER So
employees know the standards of behavior that are acceptable and unacceptable
A common trigger of aggression is when a person: - ANSWER Loses face
Which of these factors is most likely to inhibit an angry response? - ANSWER
Having strong personal values
The main way in which managing customer expectations reduces the risk of
conflict is that it: - ANSWER Keeps the situation calm and stops customers
getting frustrated
What is a recognised response in a person who feels threatened? - ANSWER
Their hearing tunes into the threat
What is the final stage in the escalation of a conflict situation? - ANSWER
Violence
Which of these are considered when using P-O-P in a dynamic risk assessment?
- ANSWER Person, object, place
Which of these is a non-verbal way of signalling non-aggression? - ANSWER
Gesturing with open palms
Which of these is recognised as being a way of overcoming communication
barriers? - ANSWER Taking the person out of a noisy environment
Move as close to the person as possible
