Prevention, Intervention and Teamwork Training (PITT) Course

On-Line WebEx TEST

DATE:

FIRST NAME:

LAST NAME:

ORGANIZATION:

1. Which statement best describes the expected Hazelden employee response to crisis situations?

a. Use verbally confrontational statements to determine the true intentions of the patient.
b. Use appropriate verbal intervention skills, summon assistance if needed, and contact emergency services if necessary.
c. Use aggressive verbal intervention skills and physical intervention techniques, while trying to avoid calling for help unless absolutely necessary.
d. Use verbal intervention to de-escalate the patient, summon assistance, and when speaking with emergency services if necessary.

2. Goals of crisis intervention according to this course are?

a. Ensure safety, diffuse situations, assess and treat injuries, facilitate continuing care / treatment planning.
b. Ensure safety, diffuse possible staff escalation, assess and treat injuries, return to normal treatment schedule as soon as possible.
c. Ensure patient is calm, diffuse other crisis situations that may have occurred, facilitate treatment planning.

3. Why is prevention such an important factor when dealing with challenging behavior?

a. Most crisis situations can be prevented, or at least prepared for by using effective preventative actions.
b. Most crisis situations are unavoidable, though by using preventative steps, staff will know what to expect.
c. Effective preventative steps may encourage a patient to challenge staff.

4. According to this course, crisis may be defined as?

a. A traumatic or stressful event which involves an abrupt change.
b. An emotional, psychological, or physiological change within an individual which is often perceived as negative or harmful.
c. When a persons ability to cope is exceeded. (Hoff 1968)
d. All of the above.

5. How do facial expressions and body language relate to crisis behavior?

a. Facial expressions are often misleading in regards to crisis behavior.
b. Facial expressions and body language are often credible predictors to crisis behavior.
c. Body language and facial expressions may tell much about what a patient may be thinking or feeling.
d. Both b and c.

6. Why was the section “Taking Your Own Inventory” included in this course?

a. It was included, though unnecessary because my behavior or actions do not influence patient behavior.
b. It was included to demonstrate the need to focus on my own issues, and how my internal problems may be able to be addressed while working with patients.
c. It was included to show that we all have issues, and may feel that we are in a “crisis” from time to time.
d. It was included to encourage staff members to be aware of what personal issues, concerns, biases, or related factors may strongly impact how patients respond to interventions from such staff members.

7. Why is rapport building an essential part of prevention according to this course?

a. Building healthy, professional relationships with patients may assist with de-escalation in the future.
b. Building rapport may keep a staff member from getting hurt.
c. Building rapport is only necessary when dealing with patients that you enjoy working with.
d. Both a and b.

8. What does the acronym “Why Me” represent according to this course?

a. What did I do, How can I prevent this in the future, You don’t play a role in the situation, Manage yourself and your coworkers, Enlist the help of 911 if necessary.
b. What part did I play in this situation, How could I have prevented this, You always play a role either positive or negative, Manage your emotions and priorities, Educate yourself for the future.
c. What part did staff play in this situation, How could I have predicted what would happen, You always play a role either positive or negative, Manage the rest of the group first, Educate my coworkers when possible.

9. What does the acronym “ALERT” stand for according to this course?

a. Always, Look, Entertain, Reply, Try
b. Always, Listen, Educate, Restrain, Try
c. Alternatives, Listen, Educate, Restrain, Tempt
d. Always, Listen, Evaluate, Respond, Try

10. Why is providing Dignity and Respect so important when dealing with patients, especially when they are in crisis?

a. Everyone has a right to be treated with dignity and respect.
b. Staff should try to demonstrate dignity and respect at all times.
c. Demonstrating dignity and respect often increases a staff members likelihood of de-escalating a situation.
d. All of the above.

11. What does the acronym “Cable TV” stand for according to this course?

a. Cadence, Timing, Volume
b. Cooperation, Tone, Volume
c. Cadence, Technique, Victim Role
d. Cadence, Tone, Volume

12. What does the term “Bouncing” stand for according to this course?

a. Using physical activity to help de-escalate an individual in crisis, such as bouncing a ball back and forth.
b. In keeping with the “I’m rubber, your glue” childhood idea; remembering that what a patient says to you should be repeated back to them so they understand the effect of the statements they make.
c. Imagining that disrespectful or mean spirited comments or phrases made by a patient are simply floating words that will travel past you in a bouncing manner, as you physically change your stance to a non-threatening, sideways posture when they are stated.
d. Allowing disrespectful comments to sink in causing discomfort, which may then cause for an inappropriate response when dealing with crisis behavior.

13. What are the four C’s of Prevention according to this course?

a. Contact, Cooperation, Collaboration, Containment
b. Containment, Cooperation, Connection, Collaboration
c. Contact, Coercion, Containment, Cooperation,
d. Contact, Consistency, Collaboration, Continual Observation

14. During a crisis what are some of the factors to remember?

a. One staff member speaks at a time, Safety, Manage the Milieu, Supportive posture
b. Two staff members should try to intervene verbally, Safety, Focus on the challenging patient first, Demonstrate a challenging posture towards aggressive patients
c. Attempt to determine “where” your coworker is headed, Offer assistance or additional solutions when appropriate
d. Both a and c.

15. Why is Debriefing so important?

a. It may allow for staff to regroup after a crisis
b. It provides a learning opportunity for staff
c. It may address immediate concerns, rather then allowing them to fester and build among coworkers
d. All the above.

16. What are some of the questions that should be asked by a team leader during a Debrief session according to this course?

a. What happened? What could have been done differently? How did the team do as a whole?
b. What happened? Who made the biggest mistake? Whose fault was it?
c. Both a and d
d. What led up to the crisis? Was there effective communication during the incident? Does the team feel that they worked together in unison?

17. What are some signs to watch out for which demonstrate possible future crisis?

a. Calm affect, cooperative attitude, eagerness to assist staff, when such behavior is out of the ordinary for that patient
b. Crying or tearful affect, pacing, irritability, preparing of belongings
c. Wringing of hands, isolative, rearranging of furniture, loud or boisterous behavior
d. All of the above.

18. What would you do if you felt that a particular patient was targeting you in a negative or threatening manner?

a. Attempt to challenge the patient and identify if there was something you did to cause the situation
b. Attempt to identify the issue by asking other patients what is going on with that patient in particular and to determine if they know something you don’t.
c. Notify a coworker, and determine if they may be able to assist you in addressing the patients concerns towards you.
d. Ignore the situation, as it will likely go away with time, and proper individualized therapy.

19. What would three traits of an “effective” staff member be?

a. Respectful, caring, challenging
b. Encouraging, overbearing, cooperative
c. Respectful, patient, encouraging
d. Patient, active listener, judgmental

20. What would three traits of an “effective” team be?

a. Encouraging, respectful, honest
b. Supportive, ethical, responsible
c. Challenging, judgmental, supportive
d. Both A and B

21. Which statement would best define “Prevention” in accordance with this course?

a. How to observe, predict, and react to crisis situations prematurely, before they begin
b. How to remain objective, respond accordingly, and learn to ignore minor issues exhibited by patients
c. How to remain observant, identify crisis, and make snap judgments about patient issues before they escalate.
d. How to observe, predict, and identify crisis situations before they occur.

22. Which statement would best define “Intervention” in accordance with this course?

a. Learning basic skills and techniques to use after a crisis.
b. Learning basic skills and techniques to utilize during debrief sessions
c. Learning basic skills when intervening verbally in a crisis
d. Learning basics techniques to use to negotiate with a patient or angry coworker

23. Provided the following situation, what would likely be the best way to respond?

You observe the client Jon; appearing as though he is very nervous, or upset about something. He is walking in and out of his bedroom to the dayroom repeatedly seemingly unsure of what it is he wants to do.

a. It may be that John is simply having a bad day, so you should just give him some time and space.
b. It seems that John just wants to get something off his chest, so you should just ask the other clients nearby what is going on with him.
c. You discreetly and politely attempt to make light conversation with John. You ask him if he is doing alright and advise him that you are available if he needs to talk.
d. You immediately call for assistance from the entire treatment team.

24. Given the following situation, what would likely be the best way to respond?

On your way in to work you run into traffic causing you to arrive late. Additionally, you realize that you spilled coffee on your shirt when getting out of your car. Nonetheless, you continue onto your assigned unit and begin your shift. A short time later you observe your coworker and a client verbally discussing something that sounds as if it is rapidly escalating and your coworker may need some “space” to cool off.

a. You then immediately approach the situation and tell your coworker that you will take over; telling him/her they seem to be overwhelmed by the patient’s behavior and you will now handle it.
b. You take a quick inventory of your own emotions, and ensure you are able to assist with a clear head. Once you have determined that you will be calm, and detached from your own personal frustrations of the morning, you offer your assistance.
c. You see that your coworker appears to be escalating the situation, though decide not to step in as you want him/her to learn from their mistakes.
d. You smile at your coworker and the patient, and calmly state that although you would like to help, you have a few other important matters to tend to, and quickly move from the area.

25. As a result of attending this course, the following statement now applies;

a. You are a verbal intervention pro, and as long as you continue to keep a positive attitude crisis situations will likely handle themselves when you are around.
b. You have been provided with a few tools to use during crisis situations, which will likely only escalate patients during emergencies. Therefore, you ought to simply try to avoid dealing with such situations altogether.
c. You have been provided with a few more tools to use during crisis situations and if the proper situation presents itself, you will try to implement these new techniques to the best of your ability, reminding yourself that verbal intervention skill building takes time to master.
d. You should try to escalate patients on occasion to then try to implement your newly learned intervention tools.

_______________________________________________________________________________

Please indicate your level of agreement or disagreement with each of the following statements

1. My knowledge and understanding of the subject was improved.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

2. I have a good understanding of what types of warning signs I need to be aware of before a situation escalates out of control. My knowledge and understanding of the subject was improved.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

3. I understand what to do if there is an “Emergency Response” that is needed because of a crisis situation.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

4. Information presented was applicable to my job.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

5. Information was presented in a clear and concise manner.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

6. Overall, I feel that the amount of time spent on this subject was appropriate.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

7. Training provided on WebEx is an effective way to conduct training.
Strongly Agree
Moderately Agree
Agree
Moderately Disagree
Strongly Disagree
Not Applicable

Please click the SUBMIT button to send in your responses to CCG, LLC.

Your Certificate of completion will be provided to your organization in the near future. Thank You!