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

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.
Correct Answer(s)
A. It can't happen here.
D. It can't be prevented.

Explanation
The two myths about workplace violence are that it can't happen here and that it can't be prevented. These beliefs are incorrect because workplace violence can happen anywhere, regardless of the location or type of organization. Additionally, there are measures that can be taken to prevent workplace violence, such as implementing security protocols, training employees on conflict resolution, and creating a positive work environment.

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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.
Correct Answer(s)
A. Be professional.
B. Use the person's name.
D. Develop trust.

Explanation
To set a positive tone, it is important to be professional by maintaining a respectful and courteous attitude. Using the person's name shows that you value and acknowledge their individuality, which can contribute to a positive atmosphere. Additionally, developing trust is crucial as it creates a sense of reliability and openness, fostering positive interactions and relationships. Being passive, on the other hand, may not contribute to a positive tone as it can be perceived as indifference or lack of engagement.

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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.)

Correct Answer(s)
True, true, T, t

Explanation
A high percentage of conflict in the workplace is often caused by miscommunication or misunderstandings due to ineffective use of language. This can include unclear instructions, misinterpretation of tone or intention, and failure to communicate expectations clearly. When language is not used effectively, it can lead to confusion, frustration, and conflict among coworkers. Therefore, the statement "A high percentage of conflict in the workplace is the result of ineffective use of language" is true.

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4
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.
Correct Answer(s)
A. Personal barriers.
B. Medical issues.
C. Stress of being unemployed.
D. Feeling a lack of control over their situation.

Explanation
Some of the reasons our customers might be upset, angry or frustrated include personal barriers, such as language or cultural differences, medical issues that may affect their ability to interact or understand, the stress of being unemployed and the resulting financial strain, and feeling a lack of control over their situation, which can lead to frustration and dissatisfaction.

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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
Correct Answer(s)
A. Threats
B. Angry, argumentative and confrontational
D. Fascination with violence

Explanation
The warning signs of potential hostility or violence include threats, angry, argumentative and confrontational behavior, and fascination with violence. Threats indicate a potential intention to harm or cause damage. Being angry, argumentative, and confrontational can be indicators of a volatile and aggressive attitude. Fascination with violence suggests a preoccupation or interest in violent behavior, which can be a red flag for potential violence.

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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
Correct Answer
D. Anxiety, Defensive, Acting Out, Tension Reduction

Explanation
The four levels of crisis development are anxiety, defensive, acting out, and tension reduction. This progression suggests that individuals initially experience anxiety as they perceive a threat or challenge. They then move into a defensive state, where they attempt to protect themselves from the crisis. This may involve denial, avoidance, or other defensive mechanisms. If these defenses are not effective, individuals may escalate to the acting out stage, where they express their distress through impulsive or aggressive behaviors. Finally, as the crisis is resolved or managed, individuals experience tension reduction, which is a return to a more relaxed state.

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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.)

Correct Answer
redirect, Redirect, re-direct, Re-direct

Explanation
When the customer is at the Anxiety Level and not deemed dangerous, the recommended approach is to defuse their anger and concentrate on finding a resolution. Additionally, the customer's behavior can be redirected or re-channeled into other activities.

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1
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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.
Correct Answer(s)
A. Respond quietly and calmly.
C. Ask questions to show interest.
D. Show empathy.

Explanation
Responding quietly and calmly, asking questions to show interest, and showing empathy are verbal techniques that may help defuse the customer's anger. By responding quietly and calmly, it can help to de-escalate the situation and show the customer that you are composed and ready to listen. Asking questions to show interest demonstrates that you are actively engaged and willing to understand their concerns. Showing empathy involves acknowledging and understanding the customer's emotions, which can help to build rapport and ease their anger. Using sarcasm or humor, on the other hand, may not be effective in defusing the customer's anger and could potentially escalate the situation.

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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
Correct Answer(s)
A. Pointing
B. Glaring
C. Invading personal space
D. Arms crossed
E. Increased voice volume

Explanation
Aggressive cues that should be avoided when communicating with an upset customer include pointing, glaring, invading personal space, crossing arms, and increasing voice volume. These behaviors can escalate the situation and make the customer feel more upset or threatened. Instead, it is important to maintain a calm and respectful demeanor, actively listen to the customer's concerns, and try to find a solution to their problem.

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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.
Correct Answer(s)
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.

Explanation
If the situation moves beyond the Anxiety Level and you feel harm is imminent, you should notify responsible management to assess and respond to the situation. This is important because management can provide the necessary support and take appropriate actions to handle the situation effectively. Additionally, you should focus on protection by getting yourself and others to safety. Ensuring the safety of everyone involved is a top priority. Lastly, having a pre-arranged signal to notify others when you need assistance is crucial. This allows you to quickly and discreetly communicate your need for help, ensuring a swift response from others.

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

What are the two myths about workplace violence? (Select 2 answers.)

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

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.)

What are some of the reasons our customers might be upset, angry or frustrated? (Choose all that apply.)

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

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

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.)

What are some verbal techniques that may help defuse the customer's anger? (Choose all that apply.)

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

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