Assessment

1. You ask a person to leave and they refuse to acknowledge you. Instead, they go and sit in a nearby chair. How would you describe their behaviour? 25% 25% 25% 25% 1. Bad mannered 2. Aggressive 3. Passively resistant 4. Normal 1 2 3 4

Correct Answer 3 – Passively Resistant Feedback

Refusing to move is not a violent act in itself, but signals passive resistance. This may be the first step to a more dangerous physical confrontation. If you witness this sort of behaviour, the best action is to keep an eye on the situation and wait. If you feel confident, try and de-escalate the situation.

2. You see a colleague slap a patient after he shouts a homophobic insult at her. How would you describe the behaviour:

1. Acceptable behaviour as homophobia should not be tolerated 2. Unacceptable behaviour as women shouldn’t use physical force 3. Reasonable behaviour as the patient could have become violent 4. Unacceptable behaviour as it was disproportionate to the act

25% 25% 25% 25% 1 2 3 4

Correct Answer is 4 - unacceptable behaviour as it was disproportionate to the act

The use of physical force should only ever be the last resort and would need to be in proportion to the nature of threat perceived. In most instances such as the one described above, it would not be acceptable to use force. This does not mean that people should have to tolerate abuse, but that they should use non physical strategies to deal with it.

3. What is non matching behaviour

1. When people say one thing and then do another 2. When your body language contradicts what you say 3. When you lie to someone to calm them down 4. When you wear stripes and polka dots in the same outfit

25% 25% 25% 25% 1 2 3 4

Correct Answer is 2 - when your body language contradicts what you say Non matching behaviour is when what you say is not reflected your body language. It’s important to remember that a great deal of communication is non-verbal and that we should try and ensure that our words are authentically reflected in how we say them.

4. Non-verbal communication is particularly important when… 25% 25% 25% 25%

1. You are talking to people from a culture other than your own 2. You are giving someone directions 3. You are talking to old people who may not be able to hear what you say 4. You are dealing with emotional issues

1 2 3 4

Correct answer is 4 - you are dealing with emotional issues

Non-verbal communication is seen to make up over 90% of our communication and it is important to be aware of it at all times. However, it is particularly important when dealing with emotional issues as that is when the conflict between what we say, how we say it and how we look when we say it is most important.

5. What is the normal distance that people feel comfortable with when they are talking to someone what they don’t know very well? 25% 25% 25% 25%

1. 10 feet (3m) 2. 4 feet (1.3m) 3. 1 foot (0.3m) 4.

It doesn’t matter

1 2 3 4

Correct answer is 2 - 4 feet (1.3m)

Most experts agree that in normal social relationships, people prefer personal space of around 4-5 feet. Being too close can make people feel vulnerable or threatened, whilst maintaining too great a distance can appear overly removed. There is no exact science here, as everyone will act differently so these figures are rules of thumb.

6. The attitude behaviour cycle suggests…

1.

How it’s important to be nice to everyone 2. How we act can ultimately affect how those around us act 3. How people will usually act in predictable ways 4. It is always best to turn the other cheek when someone is acting inappropriately

25% 25% 25% 25% 1 2 3 4

Correct answer is 2 - How we act can ultimately affect how those around us act.

• The idea behind The attitude behaviour cycle is quite simple. Attitudes play a large role in the exhibition of behaviour and these behaviours can have a significant impact on their attitudes of the people we interact with. In turn, those attitudes affect their behaviour. Therefore our attitude can trigger a vicious or virtuous cycle. Understanding this may help us recognise that when we are negative, we can create a cycle of negative attitudes and behaviours. • Answers 1, 3 & 4 are not necessarily wrong, but not right either. These are very dependent on the situations that we find ourselves in

7. What is reasonable force in terms of self defence?

1. Using a level of force that is proportionate to the risk 2. Using the same level of force with everyone 3.

You shouldn’t ever use force so there is no force that is reasonable 4. Only using force if you have been trained in self defence

25% 25% 25% 25% 1 2 3 4

Correct Answer is 1 - Using a level of force that is proportionate to the risk

It is perfectly acceptable to use force to defend yourself, but only if every other avenue has been exhausted and you have no choice. Section 3 of the Criminal Law Act (1967) states that. “A person may use such force as is reasonable in the circumstances in the prevention of crime, or in the effecting or assisting in the lawful arrest of offenders or suspected offenders or persons unlawfully at large”. In such instances, the force used has to be both necessary and proportionate to the risk. Naturally, it is always a good idea to feel confident in your ability to defend yourself appropriately and training may help in that, but it is not required

8. What does the M in the PALMS model of conflict resolution stand for? 25% 25% 25% 25%

1. Manipulate 2. Manage 3. Move to another room 4. Make space

1 2 3 4

Correct Answer is 4 - Make space

PALMS reminds you to ensure that you think about the space between you and any potentially aggressive individual. Space is important as people often feel more vulnerable if they feel that their space is being invaded. In addition, adequate space will give you more time to react if someone’s behaviour turns violent.

9. Which of the following is a form of para verbal communication? 25% 25% 25% 25%

1. Someone giving you conflicting information 2. The volume of your voice 3. A conversation in an ambulance 4. Freudian slips

1 2 3 4

Correct Answer is 2 - The volume of your voice

Para-verbal communication is the tone, pitch and volume of our voice. As with any form of non-verbal communication, it is important that this matches the words we say. It is particularly important to think about this in telephone conversations as the individual will have no other non-verbal cues to pick up on.

10. Which of the following may cause conflict?

1. A patient in a drop-in centre not realising that they need to pick up a ticket before they sit down 2. A family member expecting an immediate response to a question about a patient’s condition 3. A drunk coming in off the street 4. A patient being told that a consultant can’t make an arranged appointment due to an emergency 5. All of the above

20% 20% 20% 20% 20% 1 2 3 4 5

Correct Answer is 5 - All of the above

Any of these situations can trigger conflict but none of them need to. Sometimes conflict situations can be prevented by making people really clear of what they need to do… and what you can do. In other instance how you react to an individual can reduce the risk of conflict.

THANK YOU End of the assessment

Delegate Scores

10 10 10 10 10 10 10 10 10 10 Rachael BYRNE Kirsty Anne FORREST Hannah Claire STOKES Anne-Marie BOOTH Rachel ASTLES Amy GREGORY Ashley-marie SMITH Stacey Barbara HEATH Thomas Luke KELLETT Rachael Victoria JONES 10 10 10 9 Samantha Elise KEANE Emily Jane GARNETT Vicki-lea BELL Emma SADLER