Free PSS Crisis Intervention and De-escalation Questions and Answers 1 — Questions and Answers
Question 1: When approaching a person who is visibly agitated and in crisis, the first and most important priority is to:
- Assess the situation for everyone's safety. (Correct answer)
- Immediately ask them what is wrong.
- Tell them to calm down in a firm voice.
- Find their emergency contact and call them.
Correct answer: Assess the situation for everyone's safety.
Before any intervention can occur, the environment must be assessed for safety. This includes ensuring your own safety, the safety of the person in crisis, and the safety of any bystanders. A safe environment is the foundation for effective de-escalation.
Question 2: Which of the following is an effective verbal de-escalation technique?
- Speaking loudly and authoritatively to gain control.
- Interrupting the person to correct their inaccurate statements.
- Using a calm tone of voice and validating their feelings. (Correct answer)
- Telling them their reaction is out of proportion to the problem.
Correct answer: Using a calm tone of voice and validating their feelings.
Using a calm, low tone of voice can be soothing and non-threatening, helping to de-escalate a tense situation. Speaking loudly, quickly, or making demands can increase a person's agitation and escalate the crisis.
Question 3: In terms of non-verbal communication, what is a key strategy for de-escalation?
- Standing directly in front of the person and making constant eye contact.
- Crossing your arms to show you are serious.
- Allowing for personal space and maintaining an open posture. (Correct answer)
- Tapping your foot to show you are waiting patiently for them to calm down.
Correct answer: Allowing for personal space and maintaining an open posture.
Maintaining a respectful personal space (typically 1.5 to 3 feet) is crucial. Getting too close can feel threatening and escalate agitation, while standing too far away can seem disengaged. An open, relaxed posture is also key.
Question 4: A peer is in crisis and expresses intense anger. The concept of 'validation' means you should:
- Tell them they have no right to be angry.
- Agree with them that their anger is completely justified.
- Acknowledge their feeling of anger without judgment. (Correct answer)
- Ignore their anger and change the subject.
Correct answer: Acknowledge their feeling of anger without judgment.
Validation involves acknowledging and showing respect for a person's feelings without necessarily agreeing with their actions or perceptions. Saying something like, 'I can see how incredibly angry you are right now,' validates the emotion and helps the person feel heard.
Question 5: The primary role of a Peer Support Specialist during a crisis is to:
- Physically restrain the person if they become agitated.
- Diagnose the underlying cause of the crisis.
- Offer support, connection, and help the person feel safe. (Correct answer)
- Take charge of the situation and direct the person on what to do.
Correct answer: Offer support, connection, and help the person feel safe.
The PSS is not a first responder or clinician responsible for controlling the situation. Their role is to offer support, use their lived experience to build connection and hope, and help the person feel heard and safe until the crisis subsides or further help arrives.
Question 6: If de-escalation attempts are failing and the situation is becoming more dangerous, the Peer Support Specialist should:
- Try a more forceful approach to de-escalation.
- Prioritize safety by disengaging and calling for emergency help. (Correct answer)
- Leave the person alone to 'cool off'.
- Promise the person anything they want to hear to calm them down.
Correct answer: Prioritize safety by disengaging and calling for emergency help.
The safety of the peer, the specialist, and others is paramount. If the situation escalates beyond the specialist's ability to manage it safely, their responsibility is to disengage and call for immediate assistance from emergency services or a designated crisis team.
Question 7: After a crisis has been successfully de-escalated, an important next step is to:
- Avoid talking about the incident to prevent upsetting the person again.
- Work with the peer to develop a post-crisis or safety plan. (Correct answer)
- Insist that the peer immediately enter inpatient treatment.
- Document the incident and have no further contact.
Correct answer: Work with the peer to develop a post-crisis or safety plan.
Once the immediate crisis is over, it's important to discuss what happened in a calm and supportive manner. This can involve creating a safety plan or a post-crisis plan to identify triggers, coping skills, and supports to help prevent or manage future crises.
Free PSS Crisis Intervention and De-escalation Questions and Answers 1
When approaching a person who is visibly agitated and in crisis, the first and most important priority is to: