De-escalation Strategies Quiz De-escalation Strategies Quiz What is the definition of conflict? Knowing you are right and someone else is wrong A physical fight Feelings and ideas A disagreement that prevents agreement None What factors influence a person’s behaviour that may lead to conflict? Lack of dignity Lack of control Lack of certainty All of the above None What effective non-verbal communication will help to de‑escalate a situation? Not responding and purposefully ignoring the agitated person Being aware of body language that includes facial expressions and personal space Responding by only nodding or shaking your head to say yes or no Sign language None What are effective ways to communicate with a person in crisis? Speaking calmly Use restatement to convey you are listening and want to understand Speaking in a genuine, caring manner All of the above None What is a communication strategy for conflict prevention? Stand close to the person so no one else can hear your confidential conversation Stand directly in front of the person and speak loudly and clearly so they can hear you Offer a bribe or a reward for good behaviour to quickly de‑escalate the situation Remain calm, ensure your body language demonstrates you are engaged, listen to the person’s concerns, then responding None What are 3 key factors for setting limits when de‑escalating behaviour? Take control; set limits immediately wherever you are (public or private space), limit the time to come up with solutions Use authoritative body language, demand the person complies, speak firmly Always let the person in crisis take charge of setting limits, work within the limits they set, allow the person to change the limits to be more patient focused Be reasonable, set enforceable limits, create clear and simple goals None Please provide your name and your email address Time's up
