Certification Exam: Conflict Resolution & De-escalation

Question 1 of 10

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

Question 2 of 10

A) Never B) Recovery Phase C) Explosion Phase D) Trigger or Agitation Phase

Question 3 of 10

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

Question 4 of 10

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

Question 5 of 10

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

Question 6 of 10

A) A threat B) A choice (e.g., "Lower your voice or I must leave") C) Candy D) Money

Question 7 of 10

A) To punish the employee B) To waste time C) To write a book D) To process the event, reduce stress, and prevent burnout

Question 8 of 10

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

Question 9 of 10

A) Leaving for lunch B) Quitting your job C) Stepping in to relieve a coworker who is being harassed D) A wrestling move

Question 10 of 10

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