ALS/Crisis Intervention

               

ALS/Crisis Intervention & Management Test

The following is a strict assesment of ALL information presented in the Active Listening Skills/Crisis Intervention and Management section. Your knowledge in this section is key for what is required as a CFSI State Coordinator. An over all passing grade
is required for certification by CFSI.

                                                                   

Name:

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Active listening is a communication technique used in counseling, ________, and_______.:

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Active Listening requires the listener to feed back what they hear to the ________, by way of re-stating or _______. :

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Give the definition of paraphrasing. :

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When interacting in a conversation most people simply ________ rather than listen ________.::

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Active Listening is a structured way of listening and responding to others, focusing attention on the ________________. :

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Successful communication is the establishment of _________ between two people - ________.:

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Dialogue, understanding and progress can only arise from what?:

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Common ground cannot be established without what?:

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Active Listening is as simple as it is effective: paraphrasing the speakers words back to them as a what?:

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What are the three key elements of Active Listening?:

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The second challenge in comprehension is being able to discern breaks between discernible words, or ________ ________.:

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When you ________ there is a lot of information entered into your short term memory. When you dont need the information anymore, it is purged from your brain before it can be transferred into your ____________. :

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The second reason you will not retain data is why? :

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Active Listening involves the listener observing the speaker's ________ _____ _______ ________. :

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In emotionally charged communications, the listener may listen for ________?:

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If one finds that the other party understands, an atmosphere of ________ can be created:

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Where would you find the degrees of active listening?::

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List the barriers that may impede the flow of a conversation. :

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Frequently the listener's personal interpretations, attitudes, biases and prejudices lead to ________ ________?:

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A shift response is the general tendancy in a conversation to affix what?? :

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A ________ response is the general tendancy in a conversation to affix ____ ________ ____ _____. :

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A ________ response is most likely to be used by a competent communicator. :

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To overcome listening barriers, one must put their ________aside.:

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Affective Listening involves focusing on what the ________ is saying.:

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Crisis can be defined as one's perception or experience of an ________ __ ________ as intolerable.:

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The priority of crisis intervention & counseling is to increase ________.:

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Crisis can occur on a ________ or societal level.:

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Personal trauma is defined as an individual's experience of a situation or event in which he/she perceives to have exhausted ________, self esteem, social support & power.:

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On the cognitive level an individual in crisis may blame ________ or ________ for the trauma.:

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List some of the physical responses to trauma.:

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List some of the emotional responses to trauma.:

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The first principle of crisis intervention is to ________ as quickly as possible.:

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Resource mobilization will.....?:

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Facilitating understanding is done in order to....?:

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Crisis management is the process by which an organization deals with a major event that threatens to harm the ________.:

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Crisis management methods of a business or an organization are called a ________.:

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Crisis management is occasionally referred to as what?:

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Organizations & individuals should always be prepared with a ________ ________ _________ to emergencies which would require analysis, drills & exercises.:

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The ________ & _________ of organizations are heavily influenced by the perception of their responses during crisis situations.:

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Successfully diffusing a crisis requires an understanding of how to handle a crisis before it occurs. What are the three phases in any crisis management model?:

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A solid crisis contingency plan should clearly stipulate that the only people to speak publicly about the crisis are the ________ ________, such as the company spokesperson or  ________ _________ __________.:

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Crisis leadership research concludes that leadership action in crisis reflects the ________ of an organization.:

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Developing effective _________ _________ is vital when building organizational capabilities through crisis management executive leadership.:

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Social media has accelerated the speed that information about a crisis can spread. The viral affect of social networks has made managing a crisis that much more ________.:

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