UNIT 3 EXAM

Question 1

Workplace violence definition:

Answer 1

Any incident where a person is abused, threatened or assaulted in the circumstances relating to their work.

Question 2

2 Basic types of Risk Assessment:

Answer 2

• Dynamic (changing)
• Static (still/unchanging)

Question 3

Threat Assessment (P.O.P.):

Answer 3

people - Known aggressor, intoxicated, size, skills, alone or a group

Object - Weapons, furniture, bottles

Place - Staircase, slippery floor, crowded, secluded

Question 4

S.A.F.E.R:

Answer 4

STEP BACK

ASSESS THREAT

FIND HELP

EVALUATE OPTIONS

RESPOND

Question 5

2 Types of human response:

Answer 5

Rational - thinking, calm, allows for objectivity to make sense of the situation.

Emotional - instinctive, usually a quick survival type response, triggers fight or flight.

Question 6

Behavioural cycle:

Answer 6

My attitude affects
My behaviour affects
Your attitude affects
Your behaviour.

Question 7

Basic elements of communication:

Answer 7

Sender - Encodes message -
Receiver decodes the message.

Both sender and receiver should check to understand.

Question 8

Communication barriers:

Physical:

Psychological:

Answer 8

Physical:
• Noise
• Heat, pain, anger
• Drink and drugs
• Language

Psychological:
• Emotion
• Culture
• Power/Authority
• Attitude and beliefs
• Inflated ego

Question 9

Avoiding Conflict:

Always remain calm and keep all communication……

Answer 9

Accurate, Brief and Clear

Question 10

Face to Face Communication:
• Words - ?%
• Tone - ?%
• Body language - ?%

Answer 10

• Words - 7%

• Tone - 38%

• Body language - 55%

Question 11

S.P.A.C.E.

Answer 11

Stance

Positive attitude

Active listening

Comfortable distance

Exit route

Question 12

Zones:
Intimate space: ? - ? metres
Normal space: ? - ? metres
Stranger space: ? - ?metres

Answer 12

Zones:
Intimate space: 0 - 0.5 metres
Normal space: 0.5 - 1.2 metres
Stranger space: 1.2 - 3.0 metres

Question 13

Escalation to violence:

Answer 13

Frustration
Anger
Aggression
Violence

Question 14

Empathy:

Answer 14

Empathy - put yourself in their position, try to see things from the customer’s point of view.

Question 15

Team Strategies:
Contact and Cover:

Answer 15

Contact:
• Engages the customer
• Tries to resolve

Cover:
• Stands to one side
• Does not engage the customer
• In view but not close enough to get drawn in
• Watches the contacts back and calls for backup if required
• Can switch with contact if needed to de-escalate

Question 16

Team Strategies:

Switching:

Answer 16

Switching:
• This is done when the contact and cover switch places.

Question 17

Team Strategies:

Drawing Round:

Answer 17

Drawing Round:

• Two Door Supervisors draw around two customers who conflict with one another.

• Turn the customers away from one another, so they are back to back and draw them away.

• Break the customer’s eye contact with one another

Question 18

Team Strategies:

P.A.C.E.

Answer 18

p - Primary (this is our best and intended method to accomplish a task)

A - Alternate (this is common but less optimal method should primary fail)

c - Contingency (may not be as fast or easy but can accomplish the task)

E - Emergency (method of last resort should all of the above options fail)

Question 19

Passing the baton:

Answer 19

• If switching has not resolved the problem

• Pass on to someone in a better position to help

• A customer feels that problem is taken seriously

• You exit

Question 20

Defusing conflict:

Answer 20

Defusing Conflict:
• Don’t get angry
• Manage the abuse
• Maintain a positive attitude
• Be assertive