CCIS Crisis Response & De-Escalation Techniques

Question 1

What is the primary goal of crisis de-escalation?

Accepted Answer

Reduce the emotional intensity of the situation

Answer

Assign blame quickly

Answer

Ignore the person's emotions

Answer

Control the person physically

Question 2

Which is a key element of active listening during a crisis?

Accepted Answer

Maintaining eye contact and nodding

Answer

Interrupting with solutions

Answer

Looking at your phone

Answer

Avoiding the speaker’s words

Question 3

Why is it important to remain calm during a crisis response?

Accepted Answer

It minimizes emotional contagion

Answer

It shows dominance

Answer

It shortens the crisis

Answer

It discourages others from helping

Question 4

What should be avoided during verbal de-escalation?

Accepted Answer

Shouting or using a commanding tone

Answer

Speaking calmly

Answer

Using open body language

Answer

Showing empathy

Question 5

What does the term 'emotional labeling' refer to in crisis communication?

Accepted Answer

Describing the person's likely feelings

Answer

Avoiding emotional subjects

Answer

Criticizing behavior

Answer

Correcting emotional responses

Question 6

Which of the following is most effective when first approaching a person in crisis?

Accepted Answer

Maintain a non-threatening posture

Answer

Approach from behind

Answer

Stand over them

Answer

Yell to gain attention

Question 7

What is the benefit of using open-ended questions in crisis response?

Accepted Answer

Encourages elaboration

Answer

Limits communication

Answer

Provides yes or no answers

Answer

Shortens conversations

Question 8

Which body language trait is considered calming during crisis intervention?

Accepted Answer

Stepping back and relaxed hands

Answer

Crossed arms

Answer

Clenched fists

Answer

Towering stance

Question 9

How does paraphrasing support de-escalation?

Accepted Answer

It validates the speaker’s feelings

Answer

It ignores the speaker

Answer

It shortens the discussion

Answer

It changes the topic