De-escalation Techniques & Conflict Resolution Flashcards

In CPI training, which staff behavior is most likely to inadvertently escalate a person in crisis?

Answer: Matching the person's agitated body language

Mirroring an agitated person's body language signals tension and can intensify their emotional state rather than calming them.

When using the CPI COPING Model, what does the 'O' stand for?

Answer: Options

In the COPING Model, 'O' stands for Options, encouraging staff to present choices to the person in crisis.

A person in crisis begins pacing rapidly and clenching their fists. According to CPI, this behavior indicates which level on the CPI behavior levels?

Answer: Defensive

Pacing and fist-clenching are signs of the Defensive level, where the individual begins to lose rational control.

Which communication approach does CPI recommend when a person is at the Anxiety level?

Answer: Empathic listening

At the Anxiety level, empathic listening helps the person feel heard and can prevent further escalation.

What is the primary purpose of 'therapeutic rapport' in de-escalation?

Answer: To establish trust that supports the person's return to calm

Therapeutic rapport creates a trusting relationship that motivates the individual to accept guidance toward calm.

In a conflict situation, CPI advises staff to avoid which of the following verbal responses?

Answer: Arguing or debating to prove a point

Arguing or debating escalates conflict because it shifts focus from the person's needs to a power struggle.

According to CPI principles, when should a staff member re-engage in verbal de-escalation after a physical intervention?

Answer: As soon as it is safe to do so, during tension reduction

CPI emphasizes returning to verbal de-escalation during the tension reduction phase to restore the therapeutic relationship.