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