Registered Practical Nurses Association of Ontario

De-escalation Strategies Quiz

What is the definition of conflict?

Knowing you are right and someone else is wrong

A physical fight

Feelings and ideas

A disagreement that prevents agreement

What factors influence a person’s behaviour that may lead to conflict?

Lack of dignity

Lack of control

Lack of certainty

All of the above

What effective non-verbal communication will help to de‑escalate a situation?

Not responding and purposefully ignoring the agitated person

Being aware of body language that includes facial expressions and personal space

Responding by only nodding or shaking your head to say yes or no

Sign language

What are effective ways to communicate with a person in crisis?

Speaking calmly

Use restatement to convey you are listening and want to understand

Speaking in a genuine, caring manner

All of the above

What is a communication strategy for conflict prevention?

Stand close to the person so no one else can hear your confidential conversation

Stand directly in front of the person and speak loudly and clearly so they can hear you

Offer a bribe or a reward for good behaviour to quickly de‑escalate the situation

Remain calm, ensure your body language demonstrates you are engaged, listen to the person’s concerns, then responding

What are 3 key factors for setting limits when de‑escalating behaviour?

Take control; set limits immediately wherever you are (public or private space), limit the time to come up with solutions

Use authoritative body language, demand the person complies, speak firmly

Always let the person in crisis take charge of setting limits, work within the limits they set, allow the person to change the limits to be more patient focused

Be reasonable, set enforceable limits, create clear and simple goals

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De-escalation > De-escalation Strategies Quiz

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