Prevention, Intervention and Teamwork Training (PITT) Course

On-Line WebEx TEST

STUDENT ID:

DATE:

FIRST NAME:

LAST NAME:

ORGANIZATION:

1. Which statement best describes the expected employee response to crisis situations;

a. Use verbally confrontational statements to determine the true intent of the individual in crisis and call 911 immediately.
b. Use appropriate verbal intervention skills, summon further assistance if needed, and contact 911 if necessary.
c. Use physical intervention techniques before trying to verbally intervene, and avoid calling 911 unless absolutely necessary.
d. Use verbal intervention skills to confuse and delay escalated individuals preventing them from acting out.

2. Goals of crisis intervention according to this course are;

a. Ensure safety, diffuse situations, assess and treat injuries, facilitate continuing care / treatment planning.
b. Ensure safety, diffuse possible staff escalation, assess and treat injuries, return to normal treatment schedule as soon as possible without debriefing.
c. Ensure the individual is calm, diffuse other crisis situations that may have occurred, facilitate treatment planning and debrief immediately.

3. Why is prevention such an important factor when dealing with challenging behavior?

a. Most crisis situations can be prevented, therefore it is critical to stopping aggressive behavior before it starts.
b. Most crisis situations are unavoidable, so prevention is only to meet best practices.
c. Preventative steps may encourage individuals to challenge staff, which is helpful for team development.

4. According to this course, crisis may be defined as?

a. A traumatic or stressful event which involves an abrupt change.
b. An emotional, psychological, or physiological change within an individual which is often perceived as negative or harmful.
c. When a persons ability to cope is exceeded. (Hoff 1968)
d. All of the above.

5. How do facial expressions and body language relate to crisis behavior?

a. Facial expressions are often misleading and therefore should not be focused on during crisis.
b. Facial expressions and body language are often credible predictors to crisis behavior.
c. Body language and facial expressions may tell much about what a patient may be thinking or feeling.
d. Both b and c.

6. Why was the section “Taking Your Own Inventory” included in this course?

a. It should not have been included because my behavior does not influence others.
b. It was included to demonstrate how your own personal problems may be addressed while working with others.
c. It was included to show that we all have issues, and may feel that we are in a “crisis” from time to time.
d. It was included to encourage staff members to be aware of what personal issues, concerns, biases, or related factors may affect their interventions with escalated persons.

7. Why is rapport building an essential part of prevention according to this course?

a. Building healthy, professional relationships with patients may assist in de-escalation.
b. Building rapport may keep a staff member from getting hurt.
c. Building rapport is only necessary when dealing with patients that you enjoy working with.
d. Both a and b.

8. What does the acronym “Why Me” represent according to this course?

a. What did I do, How can I prevent this in the future, You don’t play a role in the situation, Manage yourself and your coworkers, Enlist the help of 911 if necessary.
b. What part did I play in this situation, How could I have prevented this, You always play a role either positive or negative, Manage your emotions and priorities, Educate yourself for the future.
c. What part did staff play in this situation, How could I have predicted what would happen, You always play a role either positive or negative, Manage the rest of the group first, Educate my coworkers when possible.

9. What does the acronym “ALERT” stand for according to this course?

a. Always, Look, Entertain, Reply, Try
b. Always, Listen, Educate, Restrain, Try
c. Alternatives, Listen, Educate, Restrain, Tempt
d. Always, Listen, Evaluate, Respond, Try

10. Why is providing Dignity and Respect so important when dealing with patients, especially when they are in crisis?

a. Everyone has a right to be treated with dignity and respect.
b. Staff should try to demonstrate dignity and respect at all times.
c. Demonstrating dignity and respect often increases a staff members likelihood of de-escalating a situation.
d. All of the above.

11. What does the acronym “Cable TV” stand for according to this course?

a. Cadence, Timing, Volume
b. Cooperation, Tone, Volume
c. Cadence, Technique, Victim Role
d. Cadence, Tone, Volume

12. What does the term “Bouncing” stand for according to this course?

a. Using physical activity to help de-escalate an individual in crisis, such as bouncing a ball back and forth.
b. In keeping with the “I’m rubber, your glue” childhood idea; remembering that what a patient says to you should be repeated back to them so they understand the effect of the statements they make.
c. Imagining that disrespectful or mean spirited comments or phrases made by an escalated individual are floating words through the air that will travel past you in a bouncing manner. As they do so, you are encouraged to physically change your stance to a non-threatening, sideways posture allowing them to pass by, vs. confronting them.
d. Allowing disrespectful comments to sink in causing discomfort helping to fuel staff response.

13. What are the four C’s of Prevention according to this course?

a. Contact, Cooperation, Collaboration, Containment
b. Containment, Cooperation, Connection, Collaboration
c. Contact, Coercion, Containment, Cooperation,
d. Contact, Consistency, Collaboration, Continual Observation

14. During a crisis what are some of the factors to remember?

a. One staff member speaks at a time, Safety, Manage the Milieu, Supportive posture
b. Two staff members should try to intervene verbally, Safety, Focus on the challenging patient first, Demonstrate a challenging posture towards aggressive patients
c. Attempt to determine “where” your coworker is headed, Offer assistance or additional solutions when appropriate
d. Both a and c.

15. Why is Debriefing so important?

a. It may allow for staff to regroup after a crisis
b. It provides a learning opportunity for staff
c. It may address immediate concerns, rather then allowing them to fester and build among coworkers
d. All the above.

16. What are some of the questions that should be asked by a team leader during a Debrief session according to this course?

a. What happened? What could have been done differently? How did the team do as a whole?
b. What happened? Who made the biggest mistake? Whose fault was it?
c. Both a and d
d. What happened, What led up to the crisis, Was there effective communication during the incident, Who did extremely well, and how so?

17. What are some signs to watch out for which demonstrate possible future crisis?

a. Calm affect, cooperative attitude, eagerness to assist staff, when such behavior is out of the ordinary for that patient
b. Crying or tearful affect, pacing, irritability, preparing of belongings
c. Wringing of hands, isolative, rearranging of furniture, loud or boisterous behavior
d. All of the above.

18. What would you do if you felt that a particular patient was targeting you in a negative or threatening manner?

a. Attempt to challenge the patient and identify if there was something you did to cause the situation
b. Attempt to identify the issue by asking other persons in the area what is going on with that individual.
c. Notify a coworker, and determine if they may be able to assist you in addressing the patients concerns towards you.
d. Ignore the situation, as it will likely go away with time, and proper therapy.

19. What would three traits of an “effective” staff member be?

a. Respectful, caring, challenging
b. Encouraging, overbearing, cooperative
c. Respectful, patient, encouraging
d. Patient, active listener, judgmental

20. What would three traits of an “effective” team be?

a. Encouraging, respectful, honest
b. Supportive, ethical, responsible
c. Challenging, judgmental, supportive
d. Both A and B

21. Which statement would best define “Prevention” in accordance with this course?

a. How to observe, predict, and react to crisis situations prematurely, before they begin
b. How to remain objective, respond accordingly, and learn to ignore minor issues exhibited by others you work with
c. How to remain observant, identify crisis, and make snap judgments about others before they escalate.
d. How to observe, predict, and identify crisis situations before they occur.

22. Which statement would best define “Intervention” in accordance with this course?

a. Learning basic skills and techniques to use after a crisis.
b. Learning basic skills and techniques to utilize during debrief sessions
c. Learning basic skills when intervening verbally in a crisis
d. Learning basics techniques to use to negotiate with an angry coworker

23. Given the following situation, what would likely be the best way to respond?

John has not seemed to be himself all morning. He has been very quiet, avoiding others, and seems to want to be left alone. John has walked back and forth around the rest of the group, and has been seen clenching his fists and possibly even muttering to himself.

a. John is simply having a bad day, so you should just give him some space.
b. It seems that John just wants to get something off his chest. It would be best to ask the other residents to try and get information from him vs. you trying to figure it out yourself.
c. Discreetly and politely attempt to make light conversation with John asking him if he is doing “ok” while letting him know that you are available if he needs to talk.
d. Immediately call for assistance from the treatment team and do an emergency pre-brief.

24. Given the following situation, what would likely be the best way to respond?

You are on your way in to work and you are cut off in traffic. As a result, your coffee spills on your lap. Once you get to the facility, your parking spot is taken and thanks to the rain, your walk into the facility leaves you soaked. As you arrive on your unit, you see that there is a crisis situation going on and your co-worker shoots you a look as though they want you to intervene immediately.

a. Immediately approach the situation and tell your coworker that you will take over since they seem to be overwhelmed by the patients behavior.
b. Take a quick inventory of your own emotions and ensure you are able to assist with a clear head. Once calm, and detached from your own personal frustrations of the morning, you offer your assistance.
c. You shoot a look back to your coworker which basically demonstrates to them that you are not in the right frame of mind, and that they need to handle the situation on their own.
d. You smile and calmly state that although you would like to help, you have a few other more important matters to tend to, and quickly move from the area making sure not to take too long in doing so.

25. As a result of attending this course, the following statement now applies;

a. You are a verbal intervention pro, and as long as you continue to keep a positive attitude crisis situations will likely handle themselves when you are nearby.
b. You have been provided with a few tools to use during crisis situations which will likely only escalate patients during emergencies. Therefore, you ought to simply try to avoid dealing with such situations altogether and try to forget what you learned.
c. You have been provided with a few more tools to use during crisis situations and if the proper situation presents itself, you will try to implement these new techniques to the best of your ability, reminding yourself that verbal intervention skills take time to become “instinctive”.
d. You should try to escalate patients on occasion to practice your new tools and make sure they are effective.

_______________________________________________________________________________

Please indicate your level of agreement or disagreement with each of the following statements

1. My knowledge and understanding of the subject was improved.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

2. Techniques were provided to me to deescalate or “calm down” a potentially aggressive situation;
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

3. I have a good understanding of what kind of warning signs I should be aware of before a situation escalates out of control;
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

4. I understand what to do if there is an “Emergency Response” that is needed because of a crisis situation;
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

5. I feel that the amount of time spent on this subject was appropriate;
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

6. The information presented was applicable to my job;
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

7. Training provided on WebEx is an effective way to conduct training.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

Please click the SUBMIT button to send in your responses to CCG, LLC.

Your Certificate of completion will be provided to your organization in the near future. Thank You!