shambooji3

Chapter 19
What is the MOST effective strategy to address a
communication block with customers?

a. letting customers vent out their anger
b. ensuring customer queries and complaints are looked
into patiently
c. using passive behaviour while addressing conflicts
d. using closed hand communication while explaining
policies

Which of the following is NOT included in a conflict
report?

a. issues to be addressed in a similar conflict situation
b. details on people involved
c. place where the conflict took place
d. reason for conflict

_____takes place when two or more people wish
to carry out acts that are mutually inconsistent.
a. Conflict
b. Empathy
c. Diversion
d. Spillover

Which of the following skills help security operatives
effectively manage conflicts?
a. awareness about the modes of conflict
b. adequate training in tackling issues physically
c. aggressive body language
d. passive, non-aggressive behaviour

Which of the following demonstrates active listening
skills?

a. giving gifts to the customer
b. maintaining good eye-contact
c. documenting the pattern of violence
d. creating a long-term customer-service policy

Which of the following is NOT an effective step in diffusing
conflicts?

a. identifying sources of conflict
b. listening to the suggestions made by the
customers
c. raising your voice to establish authority
d. showing empathy

Why is a conflict report an important document in
situations that lead to violence?

a. It lists aggressive techniques to be used when dealing
with rogue customers.
b. It helps make customers aware of the quality of
security in a premise.
c. It helps keep a record of number of conflicts handled in
a supervisor’s career.
d. It is counted as evidence in a court of law.

Which of the following helps in creating a long-term
policy or strategy to counter future conflicts?

a. holding debriefing sessions
b. establishing trust
c. providing high-class customer service
d. recording the pattern of violence

Which of the following is an advantage of a debriefing
session?

a. It helps identify the patterns in the recurring conflicts.
b. It helps vent out the frustrations of the customer.
c. It helps increase the impact of a spillover.
d. It helps escalate the conflicts.

Which of the following is NOT an action to win over a
customer who is caught in a conflict?

a. escalating conflicts
b. showing empathy
c. looking for a win-win strategy
d. giving gifts

which is true

1. Acknowledging the information being received by using simple phrases such as
‘yes’ or ‘I see’ refers to demonstrating active-listening skills.
2. The spillover effect never lasts for more than a few hours.
3. Encouraging customers to register complaints can help to resolve conflicts.
4. A self-analysis about the areas where the supervisors failed to act upon helps to improve
future performances of the entire team.
5. A detailed report compiled by a door supervisor especially one where violence is
involved cannot be used as evidence in the court of law.

Chapter 20
A situation that requires non-aggressive but firm handling
of unacceptable behaviour is known as____ .
a. enforcement scenario
b. defusing scenario
c. high-risk scenario
d. confronting scenario

___gestures help a door supervisor maintain
safety at workplace.

a. Passive
b. Natural
c. Aggressive
d. Animated

Which of the following actions by a door supervisor can
cause the worst reaction to a customer who is in fight
mode?

a. taking a square on position
b. asking the customer to leave without using force
c. offering face-saving possibilities
d. underscoring the role requirements

What should be the next course of action if a door
supervisor is unable to resolve a situation despite a switch?

a. Opt for exit strategy.
b. Remove the customer from the premises.
c. Use mock attack techniques.
d. Pass the customer to the head supervisor

Which of the following provides the agitating customer an
opportunity to think over the situation clearly?

a. passing the baton
b. exit strategy
c. non-confrontational stance
d. square on body language

Which of the following defines the term “contact”?

a. Contact refers to the door supervisor who contacts all
colleagues for a debriefing session.
b. Contact refers to the door supervisor who is in charge
of contacting police in case of adversity.
c. Contact refers to the door supervisor who is directly
dealing with the customer.
d. Contact refers to the door supervisor who is providing
backend support.

Which of the following is the best example of a good
strategy to channelise the emotional energy of a
customer?

a. allowing the customer to talk freely and listen to him
intently
b. asking the customer to stay in control of his/her
emotions always
c. arguing with the customer until they understand the
door supervisor’s view
d. listening to the customer complaint only when the
situation has got out of control

Which of the following should be part of a violence policy
at workplace?

a. allowing restricted entry to only people belonging to
specific social strata
b. encouraging customers to sit down while drinking
c. ensuring access to counselling and treatment
d. refusing entry to people who have consumed lot of
alcohol

Which of the following is an example of “moving towards a
solution” in a conflict situation?

a. breaking eye contact with the customer and avoiding
staring
b. offering options to the customer and allowing him to
come to a conclusion
c. awarding customer a penalty in case of bad behaviour
d. confronting customer with a full back to avoid
retaliation from him

Which of the following refers to a control strategy that
door supervisors can use to diffuse conflicts?

a. Adopt non-aggressive, passive postures.
b. Personalize encounter.
c. Offer face-saving possibilities.
d. Coerce offender to leave premises.

1. Being in control of personal space is important to ensure that a high-risk situation
doesn’t erupt into a major conflict.
2. A diameter of 0.5 m to 1.2 m around an individual is known as the stranger space.
3. De-personalising encounter is a non-verbal skill that door supervisors can use to
diffuse conflicts.
4. Paling or flushing and dilatation of pupils are one of the physical symptoms that are
exhibited by an individual experiencing a flight response.
5. When a door supervisor positions himself to block the exit route of a customer it
is known as the fight response.

Chapter 21
After an SIA physical intervention training, which of the
following individuals would be considered effective door
supervisors?

a. Those who use intrusive physical techniques and skills
to protect themselves from assault
b. Those who master intrusive holding and escorting
techniques
c. Those who use aggressive disengagement techniques
to be used during encounters with drug abusers
d. Those who seek to minimise the risk of harm caused on
account of physical intervention

Which of the following is a non-restrictive technique?

a. Non-verbal prompts
b. Low-key holding
c. Escorting
d. Temporary physical containment

Which of the following is a defensive physical skill?

a. Escorting holds
b. Risk assessments
c. Disengagement techniques
d. Deflections and blocks

Use of which of the following controls is MOST advisable
to contain the impact of physical and psychological harm
during a violent situation?

a. Defusing and calming strategies c. Staff training
b. On-going risk assessments d. Exit strategy

A visitor entering a mall is inappropriately dressed as per
mall conduct rules. When the door supervisor tries to
stop him, the visitor resorts to violence. The mall manager
advises the supervisor to choose a method that involves
the least conflict to resolve the issue, as it is in its initial
stage. Which of the following dynamic risk assessment
methods should he choose?

a. SAFER c. SEW
b. POPS d. TACT

Which of the following positions should a door supervisor
avoid while using physical intervention to prevent
positional asphyxia of the subject?

a. Blocking the subject using blockades
b. Restraining the subject by holding his/her arms, when
standing
c. Holding the subject face down
d. Tying the subject’s hands above his/her head, when
standing

A tourist entering a public museum is heavily intoxicated.
When the security operative tries to stop him from
entering, he refuses to leave and creates a scene outside
the museum. Which of the following would be the MOST
appropriate response from the security operative?

a. Observation and passive control
b. Use of primary control skills
c. Use of defensive tactics
d. Use of secondary control skills

Which of the following actions is ill-advised during postincident
management?

a. offering assistance to the miscreant
b. summoning emergency services
c. seeking professional help
d. dispersing bystanding crowd immediately,
if any

Which of the following is NOT a mandatory inclusion of
detail in an incident report?

a. details on the injured
b. details of witnesses
c. details of press coverage of the incident
d. details of damage to property, if any

Which of the following acts by a door supervisor can be
challenged in a court under Article 3 of the Human Rights Act?
a. use of defensive tactical skills on someone peacefully
refusing to leave premises
b. use of deadly force on peaceful protesters outside the
premises
c. use of primary physical intervention to oust a couple
holding hands on the premises
d. restricting one from entering the premises without a
valid reason

Which is true

1. Emergency procedures, exit strategies, and post-incident are tertiary controls.
2. It is most advisable to pressure the back of the subjects displaying symptoms of excited
delirium to restrict their movement.
3. SAFER and POPS approaches help security operatives in choosing the least disruptive
method of minimising risk.
4. Identifying the impact of a problem is the first step in the conflict resolution
model.
5. Defensive tactics come into play best when subjects resort to threatening and
swearing at door supervisors.

Which of the following is an example of defensive physical
skills?

a. A door supervisor attacks and uses force after a
drunken customer causes chaos.
b. A door supervisor fails to identify the possible dangers
that a customer is causing.
c. A door supervisor maintains a comfortable distance
from the subject.
d. A door supervisor identifies the trouble and in turn
avoids it.

Which of the following is a characteristic of restrictive
physical intervention to be used by door supervisors?

a. Should be used for a long period of time
b. Should be used at the maximum level
c. Should be used to exert physical pressure on the
subject
d. Should be used with clear justification

Which of the following is a mechanism that is best
described as mediations that expose neither party in the
dispute to risk?

a. reasonable force
b. passive intervention
c. dangerous occurrences
d. defensive physical skills

Eric, a 32-year-old man, was resting in his house during
a weekend. There was an attempt to rob his house as
a robber broke in and held him at gunpoint. However,
Eric managed to get out of the grasp of the robber and
punched him, causing the robber to black out. Which of
the following terms describes Eric’s reaction to the robber?

a. defensive physical skills
b. dangerous occurrence
c. reasonable force
d. passive intervention

Which of the following statements does NOT refer to a
defensive intervention skill?

a. Door supervisors should always position themselves
between the subject and the exit route.
b. Door supervisors should always have a positive attitude
and be supportive of the subject and the situation.
c. Door supervisors should nod and repeat phrases
to show that they are listening to the subject and
understand their point of view.
d. Door supervisors should have a relaxed attitude
and give space to the subject to make them feel
comfortable.

An incident that has the potential to cause death or
serious injury to security operatives or supervisors is
termed as _______.

a. self-defense c. physical intervention
b. dangerous occurrence d. defensive skill

Which of the following is an exception under the Human
Rights Act 1998 Article 2: Right to Life?

a. A police officer arresting a person who refuses to
comply with the law of the court
b. A citizen having the right to not be tortured inhumanly
c. A police officer shooting a convict in an act of
self-defense
d. A citizen being properly informed about the criminal
charges filed against him

Pressure systems, radiation generators, radiography, diving
operations, collapsible scaffolding, and equipment lifting
are examples of ________.

a. passive intervention
b. dangerous occurrences
c. excessive degree of forces
d. unreasonable use of force

Which of the following refers to uninterrupted exposure to
skin irritant?

a. Work-related asthma
b. Carpal tunnel syndrome
c. Vibration syndrome
d. Occupational dermatitis

Which of the following is a feature of the Human
Rights Act 1998 Article 14: Prohibition on
Discrimination?

a. A person’s freedom should be secure irrespective of his
or her social origin.
b. A person can be arrested lawfully if he or she enters a
country without authority.
c. A citizen cannot be treated to a degrading punishment
no matter what the situation.
d. A citizen has the right to a fair and public hearing
within a certain period of time.

Which is true?

1. All citizens have the right to a fair and public hearing within a reasonable period of
time according to Article 6 of the Human Rights Act 1998.
2. The door supervisor cannot ask/request the witnesses of a crime to stay at the premises
under any circumstances.
3. The Employment Rights Act suggests that an employer cannot put an employee to
disadvantage on account of carrying out activities that reduce risks and promote health
and safety at work.
4. Reporting of Injuries, Diseases and Dangerous Occurrences requires
workplace accidents which lead to injuries and death to be reported to them.
5. It is the Employment Rights Act 1996 that directs the employers to maintain an accident
book and record accidents that incapacitate a worker for over-three consecutive days.