You're Safe, I'm Safe For Rescare Workforce Services

10 Questions | Total Attempts: 2809

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ResCare is a unique company that offers a wide variety of human interaction services, which includes vocational training. There are a lot of ways that you can prevent workplace aggressiveness and the knowledge you have about them is tested below.


Questions and Answers
  • 1. 
    What are the two myths about workplace violence?  (Select 2 answers.)
    • A. 

      It can't happen here.

    • B. 

      No sense in worrying about it.

    • C. 

      There's always a reason for it.

    • D. 

      It can't be prevented.

  • 2. 
    What are some things that we can do to set a positive tone?  (Choose all that apply.)
    • A. 

      Be professional.

    • B. 

      Use the person's name.

    • C. 

      Be passive.

    • D. 

      Develop trust.

  • 3. 
    True or False:  A high percentage of conflict in the workplace is the result of ineffective use of language.  (Write the entire word:  True or False.)
  • 4. 
    What are some of the reasons our customers might be upset, angry or frustrated?  (Choose all that apply.)
    • A. 

      Personal barriers.

    • B. 

      Medical issues.

    • C. 

      Stress of being unemployed.

    • D. 

      Feeling a lack of control over their situation.

  • 5. 
    Which of these are warning signs of potential hostility or violence?  (Choose all that apply.)
    • A. 

      Threats

    • B. 

      Angry, argumentative and confrontational

    • C. 

      Showing up late

    • D. 

      Fascination with violence

  • 6. 
    What are the Four Levels of Crisis Development?  (Choose only one answer.)
    • A. 

      Anxiety, Depression, Acting Out, Relaxation

    • B. 

      Anxiety, Defensive, Acceptance, Tension Reduction

    • C. 

      Aggression, Defensive, Acting Out, Tension Reduction

    • D. 

      Anxiety, Defensive, Acting Out, Tension Reduction

  • 7. 
    If the customer is at the Anxiety Level and does not appear to be dangerous, try to defuse anger, focus on resolution, and ______________ or re-channel behavior into other activities.  (One word.  Do not capitalize or use punctuation.  Use correct spelling.)
  • 8. 
    What are some verbal techniques that may help defuse the customer's anger?  (Choose all that apply.)
    • A. 

      Respond quietly and calmly.

    • B. 

      Raise your voice to be sure they hear you.

    • C. 

      Ask questions to show interest.

    • D. 

      Show empathy.

    • E. 

      Use sarcasm or humor to lighten the situation.

  • 9. 
    Which of the following are examples of aggressive cues that should be avoided when communicating with an upset customer?  (Choose all that apply.)
    • A. 

      Pointing

    • B. 

      Glaring

    • C. 

      Invading personal space

    • D. 

      Arms crossed

    • E. 

      Increased voice volume

  • 10. 
    What should you do if the situation moves beyond the Anxiety Level and you feel harm is imminent?  (Choose all that apply.)
    • A. 

      Try to subdue the customer.

    • B. 

      Make sure the customer knows that you are right.

    • C. 

      Notify responsible management to assess and respond to the situation.

    • D. 

      Focus on protection - get yourself and others to safety.

    • E. 

      Get help - have a pre-arranged signal to notify others when you need assistance.