CPI De-escalation Techniques & Conflict Resolution 2 — Questions and Answers
Question 1: In CPI training, which staff behavior is most likely to inadvertently escalate a person in crisis?
- Speaking in a calm, low tone
- Matching the person's agitated body language (Correct answer)
- Using open-ended questions
- Maintaining a relaxed posture
Correct 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.
Question 2: When using the CPI COPING Model, what does the 'O' stand for?
- Observe
- Offer
- Options (Correct answer)
- Organize
Correct answer: Options
In the COPING Model, 'O' stands for Options, encouraging staff to present choices to the person in crisis.
Question 3: A person in crisis begins pacing rapidly and clenching their fists. According to CPI, this behavior indicates which level on the CPI behavior levels?
- Anxiety
- Defensive (Correct answer)
- Acting-out person
- Tension reduction
Correct answer: Defensive
Pacing and fist-clenching are signs of the Defensive level, where the individual begins to lose rational control.
Question 4: Which communication approach does CPI recommend when a person is at the Anxiety level?
- Directive commands
- Empathic listening (Correct answer)
- Physical guidance
- Limit-setting
Correct answer: Empathic listening
At the Anxiety level, empathic listening helps the person feel heard and can prevent further escalation.
Question 5: What is the primary purpose of 'therapeutic rapport' in de-escalation?
- To enforce compliance with rules
- To establish trust that supports the person's return to calm (Correct answer)
- To document the incident accurately
- To signal staff authority
Correct 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.
Question 6: In a conflict situation, CPI advises staff to avoid which of the following verbal responses?
- Acknowledging the person's feelings
- Using the word 'understand'
- Arguing or debating to prove a point (Correct answer)
- Offering limited choices
Correct 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.
Question 7: According to CPI principles, when should a staff member re-engage in verbal de-escalation after a physical intervention?
- Only after the person is fully restrained
- As soon as it is safe to do so, during tension reduction (Correct answer)
- At the next scheduled shift handoff
- Never; the incident is considered closed
Correct 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.
CPI De-escalation Techniques & Conflict Resolution 2
In CPI training, which staff behavior is most likely to inadvertently escalate a person in crisis?