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LEAD phase 1 exam Questions and
Correct Answers/ Latest Update / Already
Graded
What are the types of contacts?
Ans: basic
dispute/ disturbance resolution
crisis intervention
physical intervention
debriefing
Describe the basic communication process.
Ans: a message must be conveyed
the message must be received
their must be a response
each message must be understood
what are the two H's?
Ans: How
How much
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What is OIR
Ans: opening
information gathering
resolution
What are the principles of professional communication?
Ans: treat everyone with dignity and respect.
show empathy
be a team player
obtain willing cooperation
What does D.O.N.E. mean?
Ans: Danger
Overriding concern
no progress
escape
What does R.E.A.C.T. mean?
Ans: Request
Explain reason
allow choice
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check decision
take action
What is the contact officer override concept?
Ans: Concept of shared responsibility the cover officers
responsible for intervening if the contact officer behaves
inappropriately or ineffectively.
Attending
Following
responding
Ans: What are the different active listening skills?
What is Opening?
Ans: Introduce yourself and explain the reason for contact
What is Information gathering?
Ans: Gather information that will help you resolve the call.
What is resolution?
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Ans: Make your decision and end the contact.
What is effective questioning?
Ans: Introduce yourself and your agency
explain the purpose of questioning
maintain good eye contact
tone of voice is neutral and professional.
What are interpersonal barriers to communication?
Ans: Culture
Gender or sexual orientation
age
physical disablilities
substance abuse
developmental or cognitive problems
mental disorders
What are pitfalls and traps?
Ans: Unconscious decision making fallacies, relying on gut
feels instead of thinking things through.
All rights reserved © 2025/ 2026 |
LEAD phase 1 exam Questions and
Correct Answers/ Latest Update / Already
Graded
What are the types of contacts?
Ans: basic
dispute/ disturbance resolution
crisis intervention
physical intervention
debriefing
Describe the basic communication process.
Ans: a message must be conveyed
the message must be received
their must be a response
each message must be understood
what are the two H's?
Ans: How
How much
All rights reserved © 2025/ 2026 |
, Page |2
What is OIR
Ans: opening
information gathering
resolution
What are the principles of professional communication?
Ans: treat everyone with dignity and respect.
show empathy
be a team player
obtain willing cooperation
What does D.O.N.E. mean?
Ans: Danger
Overriding concern
no progress
escape
What does R.E.A.C.T. mean?
Ans: Request
Explain reason
allow choice
All rights reserved © 2025/ 2026 |
, Page |3
check decision
take action
What is the contact officer override concept?
Ans: Concept of shared responsibility the cover officers
responsible for intervening if the contact officer behaves
inappropriately or ineffectively.
Attending
Following
responding
Ans: What are the different active listening skills?
What is Opening?
Ans: Introduce yourself and explain the reason for contact
What is Information gathering?
Ans: Gather information that will help you resolve the call.
What is resolution?
All rights reserved © 2025/ 2026 |
, Page |4
Ans: Make your decision and end the contact.
What is effective questioning?
Ans: Introduce yourself and your agency
explain the purpose of questioning
maintain good eye contact
tone of voice is neutral and professional.
What are interpersonal barriers to communication?
Ans: Culture
Gender or sexual orientation
age
physical disablilities
substance abuse
developmental or cognitive problems
mental disorders
What are pitfalls and traps?
Ans: Unconscious decision making fallacies, relying on gut
feels instead of thinking things through.
All rights reserved © 2025/ 2026 |
