CPI Certification Practice Test

What is the appropriate staff attitude when dealing with a defensive situation?

1. Non-directive approach

2. Supportive reassurance

3. Directive attempts to control

4. Passive observation

The correct answer is: Directive attempts to control

In a defensive situation, a supportive reassurance approach is essential. This attitude focuses on creating a safe and understanding environment for the individual who may be feeling defensive. By offering reassurance, staff members can help to de-escalate tension and promote open communication, making it easier for the individual to express their feelings and concerns without feeling judged or threatened. Adopting a non-directive approach can sometimes come off as lacking guidance, which might not be what someone in a defensive state requires. In contrast, directive attempts to control can escalate the situation further, as the individual may feel their autonomy is being challenged, leading to additional defensiveness. Passive observation is also not beneficial, as it does not actively engage or support the individual in a moment of distress. Overall, supportive reassurance is crucial in fostering trust and rapport, ultimately aiding in resolving the defensive situation in a constructive manner.