CORE /
TEST
/ //
1 /
QUESTIONS WITH CORRECT ANSWERS
/ // // //
What /
/are /
/attributes /
/and //skills //can //you //use //when //dealing //with //negative //behaviors? //- //verified //answer(s)-
✔✔Interpersonal
Communicate
Listen
Understand
Clarify
Paraphrase
Emotion
Sympathy
Empathy
Professionalism
Courteous
What //are //steps //to //active //listening? //- //verified //answer(s)-✔✔Build //trust //and //rapport
Demonstrate //concern
Understanding //through //paraphrasing
Understand //non //verbal //cues
,Affirming
Asking //detailed //questions //to //clarify
Ask //open //ended //questions
Allow //speaker //to //finish //speaking
Transparency
Why /
/is /
/it /
/important /
/to /
/respond /
/courteously /
/and /
/professionally //to //incoming //calls //and/or //questions //from //the //public? //- //verified //answer(s)-
✔✔Confidentiality //of //the //department //and //youth.
Identify //difference //between //empathy //and //sympathy //- //verified //answer(s)-
✔✔Empathy: /
/is //the //ability //to //emotionally //understand //what //other //people //feel //- //"I //feel //your //pain"
Sympathy:is //feeling //bad //for //someone //else //- //"I'm //sorry //you're //in //pain"
Identify //benefits //of //consistent //communication //with //other //staff: //- //verified //answer(s)-
✔✔Effective //comm //can //have //a //positive //attitude //towards //work
Ensures //consistency
Promote //two //way //feedback. //Promotes //sharing //ideas/knowledge
Compliance //with //regulatory //bodies
Ensure //common //understanding //of //strategies //and //goals
Promotes //a //positive //attitude //toward //change
, Identify //proper //etiquette //when //speaking //to //youth //- //verified //answer(s)-
✔✔Intake //question
Respect //youths //wishes //on //how //they //want //to //be //identified
Officer //should //be //someone //that //youth //want //to //talk //to
Have //a //question? //ASK
What //are //stress //provoking //situations //that //may //precede //crises? //- //verified //answer(s)-
✔✔appearances
Visits //with //family
Violation //of //probation
Death //of //loved //one
What //are //indicators //of //a //youth //in //crisis? //- //verified //answer(s)-✔✔Shift //in //sleeping //habits
Mood //swings
Withdrawal //from //activities
Decrease //performance
Neglect //hygiene
Weight //loss/gain
What /
/are /
/steps /
/to //verbally //intervene //in //a //situation //that //is //beginning //to //escalate? //- //verified //answer(s)-
✔✔Listen
Acknowledge
Agree
Apologize
Clarification
TEST
/ //
1 /
QUESTIONS WITH CORRECT ANSWERS
/ // // //
What /
/are /
/attributes /
/and //skills //can //you //use //when //dealing //with //negative //behaviors? //- //verified //answer(s)-
✔✔Interpersonal
Communicate
Listen
Understand
Clarify
Paraphrase
Emotion
Sympathy
Empathy
Professionalism
Courteous
What //are //steps //to //active //listening? //- //verified //answer(s)-✔✔Build //trust //and //rapport
Demonstrate //concern
Understanding //through //paraphrasing
Understand //non //verbal //cues
,Affirming
Asking //detailed //questions //to //clarify
Ask //open //ended //questions
Allow //speaker //to //finish //speaking
Transparency
Why /
/is /
/it /
/important /
/to /
/respond /
/courteously /
/and /
/professionally //to //incoming //calls //and/or //questions //from //the //public? //- //verified //answer(s)-
✔✔Confidentiality //of //the //department //and //youth.
Identify //difference //between //empathy //and //sympathy //- //verified //answer(s)-
✔✔Empathy: /
/is //the //ability //to //emotionally //understand //what //other //people //feel //- //"I //feel //your //pain"
Sympathy:is //feeling //bad //for //someone //else //- //"I'm //sorry //you're //in //pain"
Identify //benefits //of //consistent //communication //with //other //staff: //- //verified //answer(s)-
✔✔Effective //comm //can //have //a //positive //attitude //towards //work
Ensures //consistency
Promote //two //way //feedback. //Promotes //sharing //ideas/knowledge
Compliance //with //regulatory //bodies
Ensure //common //understanding //of //strategies //and //goals
Promotes //a //positive //attitude //toward //change
, Identify //proper //etiquette //when //speaking //to //youth //- //verified //answer(s)-
✔✔Intake //question
Respect //youths //wishes //on //how //they //want //to //be //identified
Officer //should //be //someone //that //youth //want //to //talk //to
Have //a //question? //ASK
What //are //stress //provoking //situations //that //may //precede //crises? //- //verified //answer(s)-
✔✔appearances
Visits //with //family
Violation //of //probation
Death //of //loved //one
What //are //indicators //of //a //youth //in //crisis? //- //verified //answer(s)-✔✔Shift //in //sleeping //habits
Mood //swings
Withdrawal //from //activities
Decrease //performance
Neglect //hygiene
Weight //loss/gain
What /
/are /
/steps /
/to //verbally //intervene //in //a //situation //that //is //beginning //to //escalate? //- //verified //answer(s)-
✔✔Listen
Acknowledge
Agree
Apologize
Clarification
