CORE TEST 1 QUESTIONS & ANSWERS
What are attributes and skills can you use when dealing with negative behaviors? -
Answer -Interpersonal
Communicate
Listen
Understand
Clarify
Paraphrase
Emotion
Sympathy
Empathy
Professionalism
Courteous
What are steps to active listening? - Answer -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? - Answer -Confidentiality of the department and youth.
Identify difference between empathy and sympathy - Answer -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: - Answer -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 - Answer -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? - Answer -appearances
Visits with family
Violation of probation
Death of loved one
What are indicators of a youth in crisis? - Answer -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? -
Answer -Listen
Acknowledge
Agree
Apologize
Clarification
Choices and consequences
Sequence questions
suggestibility
When a youth is in a state of crisis, what are some of the appropriate responses by an
officer: - Answer -Separation
Verbal
Counseling
Remove youth from cause of crisis
If tension is escalating, what is an effective use of communication skills to de-escalate
tension? - Answer -Validation
Options
Allowing for choices "free will"
How do you communicate with victims of sexual abuse? - Answer -Use support
phrases
Use empathetic communication -words, tone, body language
How do you give effective commands to youth? - Answer -Active listener
Relationship oriented
Source of encouragement
Critical thinker
Identify effective communication in a juvenile facility? - Answer -Respectfully
Clearly
Professionally
What are attributes and skills can you use when dealing with negative behaviors? -
Answer -Interpersonal
Communicate
Listen
Understand
Clarify
Paraphrase
Emotion
Sympathy
Empathy
Professionalism
Courteous
What are steps to active listening? - Answer -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? - Answer -Confidentiality of the department and youth.
Identify difference between empathy and sympathy - Answer -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: - Answer -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 - Answer -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? - Answer -appearances
Visits with family
Violation of probation
Death of loved one
What are indicators of a youth in crisis? - Answer -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? -
Answer -Listen
Acknowledge
Agree
Apologize
Clarification
Choices and consequences
Sequence questions
suggestibility
When a youth is in a state of crisis, what are some of the appropriate responses by an
officer: - Answer -Separation
Verbal
Counseling
Remove youth from cause of crisis
If tension is escalating, what is an effective use of communication skills to de-escalate
tension? - Answer -Validation
Options
Allowing for choices "free will"
How do you communicate with victims of sexual abuse? - Answer -Use support
phrases
Use empathetic communication -words, tone, body language
How do you give effective commands to youth? - Answer -Active listener
Relationship oriented
Source of encouragement
Critical thinker
Identify effective communication in a juvenile facility? - Answer -Respectfully
Clearly
Professionally
