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WorksheetsDo's and Don'ts Quiz
Total questions: 6
Worksheet time: 3mins
Which of the following is a recommended action for both in person and on the phone de-escalation?
Question their statements
Model calmness and speak slowly
Raise your voice
Engage in side conversations
During in-person interactions, what should you do if you feel you are in imminent danger?
Call 911
Continue the conversation as best as you can
Try to reason with the person
Wait until the situation worsens
Which action is NOT recommended during in-person de-escalation?
Calling for help if needed
Turning your back on the person
Having an exit plan ready
Keeping workspace clear of potential weapons
What is an example of providing alternatives, offering choices, and not forcing ultimatums?
"We have 1pm and 3pm for you to re-schedule your appointment. Which one works best for you?"
“We cannot give you an appointment for a prescription refill today so you need to go book online before it's too late.”
“You will have to wait your turn like everyone else here or else we cannot help you.”
When you are in-person at the clinic, what is the recommended way to engage with a patient?
Engage in side conversations
Listen while still working on other things because it is a busy day
Give your full attention and face the person
It is important to build relationships with patients and colleagues, as well as communicate in a respectful manner that avoids contributing to potential escalation. Violence prevention is whose responsibility?
The worker's
The supervisor's
Everyone's
The patient's
