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CPI Certification Test Study Guide
1.4 Behavior Levels: 1. Anxiety
2. Defensive
3.Acting Out Person
4.Tension Reduction
2.Staff Attitude and Approach to Anxiety: Be
Supportive an emphatic non-judgemental attempt
to alleviate anxiety
3.Staff Attitude and Approach to Defensive: directive-attempt to
control the situation and begin to set limits
4.Staff Attitude and Approach Acting Out Person: non-violent physical
crisis intervention
5.Staff Attitudes for Tension Reduction: therapeutic rapport decrease in
energy regaining of rationality
6.integrated Experience: we can set the tone for whether or not the
behavior escalates or de-escalates
7.non-verbal-proxemics (personal space): area surrounding your body
consid- ered an extension of self. 1 1/2 to 3 feet (typically) culture,
height, gender, age, status, appearance, and familiarity.
8.kinesics (body language): non-verbal message transmitted by motion
and body posture. Factors: eye contact, facial expressions send a very
strong message gestures, how we stand
(stance) hands
9.3 reasons for using the CPI supportive stance:
safety less threatening
communicates respect
10.components of the communication pyramid: verbal communication,
para verbal communication, and non-verbal communication
11.what is paraverbal communication: how we say what we say
12.three components of paraverbal communication:
tone volume
cadence
total voice control
13.what is the verbal escalation continuum?: the kite
1.Questioning
2.Refusal
3.Release
4.Intimidation
