Security Industry Authority (SIA) Licence Communication, Conflict Management and Physical Intervention Syllabus

What physiological changes occur during the fight-or-flight response?

Increased heart rate and breathing, adrenaline release, muscle tension, raised blood pressure, narrowed/tunnel vision, reduced fine motor control and reduced rational thinking.

What is the 'betari box' (attitude–behaviour cycle) and why is it relevant?

A model showing how my attitude affects my behaviour, which affects another person's attitude and behaviour, and back again — illustrating how an operative can positively break a negative cycle.

Define 'proxemics'.

The study of personal space and how the physical distance between people affects communication, comfort and perceived threat.

Name the four zones of personal space in proxemics and their approximate distances.

Intimate (about 0–0.5 m), personal (about 0.5–1.2 m), social (about 1.2–3.6 m), and public (over about 3.6 m).

Why is respecting personal space important when defusing conflict?

Invading someone's personal/intimate zone is perceived as threatening and raises aggression; maintaining a safe distance keeps the person calmer and the operative safer.

What is the 'reaction gap' (safe distance) and why maintain it?

The safe distance kept between operative and subject (often at least an arm's length plus) that provides time and space to react to a sudden attack.

What distinguishes an emotional from a non-emotional (instrumental) conflict situation?

Emotional conflict is driven by feelings/loss of control and needs calming and empathy; non-emotional (instrumental) conflict is goal-driven/manipulative and needs firm, clear, assertive boundaries.

Outline a basic step-by-step approach to defusing conflict.

Stay calm and assess; use positive body language and a non-threatening stance; listen actively and show empathy; acknowledge feelings; ask questions; offer options/solutions; and set clear boundaries.

What does it mean to be 'assertive' rather than aggressive or passive when defusing conflict?

Assertive means expressing your position clearly, calmly and confidently while respecting the other person's rights — neither submissive/passive nor hostile/aggressive.

What is the 'LEAPS' model used in conflict management?

Listen, Empathise, Ask questions, Paraphrase, Summarise — a structured communication approach to calm a person and reach resolution.

What does the 'POP' / 'win-win' principle aim for in conflict resolution?

A win–win outcome where both parties' core needs are met as far as possible, reducing resentment and the chance of renewed conflict.

What is empathy and why is it a key conflict-management skill?

Empathy is understanding and acknowledging another person's feelings and viewpoint; showing it reassures the person they are heard, lowering their emotional arousal and aggression.

How can working as part of a team help to de-escalate a situation?

Teamwork allows roles such as a primary communicator and back-up, calm coordination, support and safety, removal of an audience, and a planned, consistent approach.

What is the benefit of having a single 'primary communicator' when a team responds to conflict?

It avoids the subject being overwhelmed or confused by multiple voices, keeps messages consistent and calm, and lets colleagues focus on safety and support.

What is 'positioning' for a team when managing an aggressive individual?

Spreading out to avoid surrounding/cornering the person, maintaining safe distances and angles, keeping escape routes clear, and not presenting a threatening 'wall'.

What is the purpose of removing an 'audience' during conflict?

Audiences encourage face-saving and bravado; reducing onlookers lowers the pressure on the subject, making de-escalation and compliance more likely.

Why is a post-incident review (debrief) important?

It allows staff to share what happened, learn lessons, improve future practice, identify risks, support staff welfare, and ensure accurate records are completed.

What are typical questions asked during a 'lessons learned' debrief?

What happened? What went well? What could be improved? Were procedures followed? Were injuries sustained? What changes are needed to prevent recurrence?

What legal principles govern the use of physical intervention by security operatives?

Any force must be reasonable, proportionate, necessary and lawful in the circumstances, used only as a last resort, and for the minimum time required.

What does 'reasonable force' mean in law?

Force that is no more than necessary and proportionate to the threat faced, judged on the circumstances as the person honestly and reasonably believed them to be.

Name UK legislation relevant to the use of force in self-defence/defence of others.

Criminal Law Act 1967 (s.3, reasonable force in preventing crime/arrest), Common law self-defence, and Criminal Justice and Immigration Act 2008 (s.76) clarifying reasonable force.

What is the difference between 'reasonable', 'proportionate' and 'necessary' force?

Necessary = force was required at all; proportionate = the amount matched the level of threat; reasonable = it was justifiable to an ordinary person in those circumstances.

What is the 'primary control' or hierarchy of options before using physical intervention?

Use the least intervention first: presence, communication/verbal de-escalation, avoidance and disengagement, and only then minimal physical intervention as a last resort.

Define 'avoidance' as a conflict-response strategy.

Preventing or staying out of dangerous situations altogether — recognising risk early and not putting yourself in harm's way (e.g. not entering a volatile area alone).

Define 'disengagement' in the context of physical skills.

Breaking away or escaping from a person's grip or hold and creating distance, so the operative can move to safety rather than continuing to engage.

Give examples of non-aggressive disengagement techniques.

Releasing from wrist grabs, hair grabs, clothing grabs, strangles or bear hugs using approved break-away movements, then moving away and creating distance — without striking.

What characterises 'non-aggressive' escorting and holding skills?

Approved, low-level holds and escort techniques that guide or move a person with minimal force, avoiding pain compliance, strikes, the neck, and anything causing injury.

What is 'positional asphyxia' and why is it a critical risk?

Restriction of breathing caused by body position (e.g. face-down/prone restraint, bending forward, weight on the back/chest) that can rapidly lead to death; it must be avoided and the person never left prone.

List warning signs that someone being restrained is in medical distress.

Difficulty breathing, going limp or quiet after struggling, blue lips/skin (cyanosis), vomiting, complaints of not being able to breathe, loss of consciousness — all require immediate release and first aid/medical help.

What factors increase the medical risk of restraint ('acute behavioural disturbance' / vulnerability)?

Drug/alcohol intoxication, mental health crisis, obesity, prolonged violent struggle, exhaustion, pre-existing heart or respiratory conditions, and prone positioning.

What are the key post-incident safety and welfare actions after a physical intervention?

Continuously monitor the person's breathing and condition, release/reposition as soon as safe, provide or summon first aid, call emergency services if needed, ensure scene safety, and complete accurate records/reports.