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%
1.
2.
3.
4.
25%
25%
2
3
25%
Bad mannered
Aggressive
Passively resistant
Normal
1
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%
1
25%
25%
2
3
25%
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%
1
25%
25%
2
3
25%
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%
2
3
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
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%
1.
2.
3.
4.
25%
25%
2
3
25%
10 feet (3m)
4 feet (1.3m)
1 foot (0.3m)
It doesn’t matter
1
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…
25%
25%
25%
2
3
25%
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
1
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 selfdefence?
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 selfdefence
25%
1
25%
25%
2
3
25%
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%
1.
2.
3.
4.
25%
25%
2
3
25%
Manipulate
Manage
Move to another room
Make space
1
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 paraverbal communication?
25%
25%
25%
2
3
25%
1. Someone giving you
conflicting information
2. The volume of your
voice
3. A conversation in an
ambulance
4. Freudian slips
1
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%
1
20%
2
20%
20%
3
4
20%
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
Rachael BYRNE
10
Samantha Elise KEANE
10
Kirsty Anne FORREST
10
Emily Jane GARNETT
10
Hannah Claire STOKES
10
Vicki-lea BELL
10
Anne-Marie BOOTH
9
Emma SADLER
10
Rachel ASTLES
10
Amy GREGORY
10
Ashley-marie SMITH
10
Stacey Barbara HEATH
10
Thomas Luke KELLETT
10
Rachael Victoria JONES