SIA Door Supervisor training (Module 3)
UPDATED ACTUAL Exam Questions and
CORRECT Answers
When a situation escalates, what are the 3 levels that lead to violence...? - CORRECT
ANSWER - Frustration
Anger
Aggression
What is the most important reason for employers to have a procedure for reporting incidents of
workplace violence...? - CORRECT ANSWER - It helps in the process of identifying future
risks faced by staff
What is the main risk to operatives when restraining someone on the ground...? - CORRECT
ANSWER - Being physically assaulted
When using contact and cover , what would be the best position for the cover to adopt...? -
CORRECT ANSWER - A safe distance away where they are not seen as intimidating
When a person feels threatened , a recognized response is that their...? - CORRECT
ANSWER - Eyes open wider
How can operatives recognize any potential risk to themselves when dealing with a conflict
situation...? - CORRECT ANSWER - By conducting a dynamic risk assessment
What describes a win-win situation...? - CORRECT ANSWER - The customers save face and
the security operatives are seen to be professional
What is best for de-escalating conflict...? - CORRECT ANSWER - Reassure the person and
try to reduce their anxiety
, Name a response that is most likely to de-escalate a potentially aggressive situation...? -
CORRECT ANSWER - Active listening
Positive and constructive communication can be used to manage conflict by...? - CORRECT
ANSWER - Respecting the person and giving reassurance you are there to help
An angry response in others can be prevented by...? - CORRECT ANSWER - Having self
control
When dealing with conflict , which of these can be seen as constructive criticism...? - CORRECT
ANSWER - Working with someone to agree an acceptable outcome
A recognized strategy for solving problems is...? - CORRECT ANSWER - Building rapport
What is the best strategy to use to end a discussion that is going nowhere...? - CORRECT
ANSWER - Delivering a gift
It is important to have a workplace violence policy to ensure...? - CORRECT ANSWER -
Standards of behavior are maintained by staff and customers
Looking at the attitude and behavior cycle , if the operative has a positive attitude which makes
him behave in a positive way , the next impact will be on the...? - CORRECT ANSWER -
Customer's attitude
When adopting a position to deal with an irate person, security operatives must ensure the
person...? - CORRECT ANSWER - Has an exit route
It is important for an employer to have a workplace violence policy so that...? - CORRECT
ANSWER - Staff are aware that they can challenge customers whose behavior is unacceptable
UPDATED ACTUAL Exam Questions and
CORRECT Answers
When a situation escalates, what are the 3 levels that lead to violence...? - CORRECT
ANSWER - Frustration
Anger
Aggression
What is the most important reason for employers to have a procedure for reporting incidents of
workplace violence...? - CORRECT ANSWER - It helps in the process of identifying future
risks faced by staff
What is the main risk to operatives when restraining someone on the ground...? - CORRECT
ANSWER - Being physically assaulted
When using contact and cover , what would be the best position for the cover to adopt...? -
CORRECT ANSWER - A safe distance away where they are not seen as intimidating
When a person feels threatened , a recognized response is that their...? - CORRECT
ANSWER - Eyes open wider
How can operatives recognize any potential risk to themselves when dealing with a conflict
situation...? - CORRECT ANSWER - By conducting a dynamic risk assessment
What describes a win-win situation...? - CORRECT ANSWER - The customers save face and
the security operatives are seen to be professional
What is best for de-escalating conflict...? - CORRECT ANSWER - Reassure the person and
try to reduce their anxiety
, Name a response that is most likely to de-escalate a potentially aggressive situation...? -
CORRECT ANSWER - Active listening
Positive and constructive communication can be used to manage conflict by...? - CORRECT
ANSWER - Respecting the person and giving reassurance you are there to help
An angry response in others can be prevented by...? - CORRECT ANSWER - Having self
control
When dealing with conflict , which of these can be seen as constructive criticism...? - CORRECT
ANSWER - Working with someone to agree an acceptable outcome
A recognized strategy for solving problems is...? - CORRECT ANSWER - Building rapport
What is the best strategy to use to end a discussion that is going nowhere...? - CORRECT
ANSWER - Delivering a gift
It is important to have a workplace violence policy to ensure...? - CORRECT ANSWER -
Standards of behavior are maintained by staff and customers
Looking at the attitude and behavior cycle , if the operative has a positive attitude which makes
him behave in a positive way , the next impact will be on the...? - CORRECT ANSWER -
Customer's attitude
When adopting a position to deal with an irate person, security operatives must ensure the
person...? - CORRECT ANSWER - Has an exit route
It is important for an employer to have a workplace violence policy so that...? - CORRECT
ANSWER - Staff are aware that they can challenge customers whose behavior is unacceptable
