©THESTAR 2024/2025 ALL RIGHTS RESERVED 11:32AM. A+
SIA - CONFLICT MANAGEMENT MOCK TESTS
Exam Questions With Correct Answers 100%
Verified.
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
Adopting a non-aggressive stance and standing back
1
SIA - CONFLICT MANAGEMENT MOCK TESTS
Exam Questions With Correct Answers 100%
Verified.
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
Adopting a non-aggressive stance and standing back
1
