Certification Exam: Conflict Resolution & De-escalation

Question 1 of 10

What is the "Reactionary Gap" distance?

A) 4 to 6 feet (two arm lengths) B) 1 foot C) 10 feet D) Touching distance

Question 2 of 10

What is a "Pre-Attack Indicator"?

A) Target Glancing, Clenching fists, Thousand-Yard Stare B) Smiling C) Laughing D) Sleeping

Question 3 of 10

What does "Proxemics" refer to?

A) The study of rocks B) The study of conflict C) The study of personal space D) The study of words

Question 4 of 10

Why should you not say "Calm Down" to an angry person?

A) It is too long B) It usually makes them angrier C) It is illegal D) It works perfectly

Question 5 of 10

What does the "Open Stance" look like?

A) Back turned B) Standing sideways at 45 degrees, hands open and visible C) Lying down D) Arms crossed, staring

Question 6 of 10

If someone is in the "Explosion Phase," what is your priority?

A) Reasoning with them B) Laughing at them C) Offering them coffee D) Safety and exit strategies

Question 7 of 10

What is "Looping" in active listening?

A) Ignoring the person B) Recording the conversation C) Walking in circles D) Repeating back what the person said in your own words to confirm understanding

Question 8 of 10

What is the "Grey Rock" method?

A) Yelling back B) Being as uninteresting and non-emotional as possible to deny drama C) Hiding under a desk D) Throwing rocks

Question 9 of 10

Why should you wait 30 minutes before replying to a hostile email?

A) To ignore them B) To let the internet load C) To ask a lawyer D) To let emotions cool and draft a factual response

Question 10 of 10

What is the first step of the "HEAT" method?

A) Hurry up B) Hear them out (Do not interrupt) C) Hide D) Hit back