De-escalation manes what?

• Reducing the stress during a high tension situation

• Reducing stress in any situation

• Arresting people to stop a situation getting worse

• Leaving the situation alone to see what happens

Assertive means?

• Having or showing a confident and loud personality

• Having or showing a confident and forceful personality

• Having or showing a confident and aggressive personality

• Having or showing a confident and passive personality

Batari's box says what? (remember the diagram)

• Own attitudes can affect behaviour and responses to a situation

• Their attitudes make the situation worse

• Your own behaviour can cause the situation to be worse

• Their behaviour can make the situation worse

S.T.A.M.P stands for what?

• Staring

  Tone

  Anxiety

  Muttering

  Punching

• Shouting

  Tone

  Anxiety

  Muttering

  Pacing

• Staring

  Tone

  Anxiety

  Muttering

  Pacing

• Staring

  Time

  Anxiety

  Muttering

  Pacing

What does the S.T.A.M.P model highlight?

• Behaviour of a person becoming, agitated, aggressive, and violent

• Behaviour of a person becoming, agitated, aggressive, and volatile

• Behaviour of a person becoming, irate, aggressive, and violent

• Behaviour of a person becoming, irate, agitated, and volatile

Proxemics means what?

• Considered as the danger zone

• Being aware of space between you and another person

• Being aware of space between you and potential conflict

• Considered as the conflict zone

Can understanding body language help diffuse conflict situations?

• Sometimes

• Yes

• No

• Maybe

NVC stands for what?

• No verbal communication

• Non verbal conflict

• Non Verbal communication

• Non violent conflict

Listening skills can be split into two main areas, they are?

• Passive and active

• Passive and aggressive

• Polite and active

• Polite and aggressive

Listening accounts for what % of the time we spend communicating?

• 42-54%

• 42-53%

• 42-48%

• 45-55%