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