FREE PSD Crisis Intervention and Stress Management Questions and Answers

Question 1

A caller is audibly hysterical while reporting a medical emergency, making it difficult to understand key details.
Which of the following is the most effective initial technique for the dispatcher to use?

Accepted Answer

Use repetitive persistence with a calm, firm tone, asking simple, specific questions.

Answer

Demand that the caller calm down immediately to provide information.

Answer

Tell the caller you cannot dispatch help until they stop crying.

Answer

Mute the caller for a few seconds to allow them to compose themselves.

Question 2

Which of the following best defines 'Critical Incident Stress Management' (CISM) in a public safety communications center?

Accepted Answer

A comprehensive program designed to mitigate the psychological impact of traumatic events on personnel through education and peer support.

Answer

A mandatory psychological evaluation required after every major incident.

Answer

An annual training course on general workplace anxiety.

Answer

A disciplinary process for employees who show signs of stress.

Question 3

Which of the following is a primary symptom of 'compassion fatigue' in a public safety dispatcher?

Accepted Answer

Emotional numbness and a sense of detachment from callers' trauma.

Answer

An unusual increase in socializing with coworkers after shifts.

Answer

A heightened sense of purpose and job satisfaction.

Answer

Overly meticulous and slow work on routine calls.

Question 4

A dispatcher is on the line with a caller who is threatening suicide and has access to a weapon. The dispatcher's primary objective in this crisis negotiation is to:

Accepted Answer

Establish rapport and a line of communication to build trust and de-escalate the situation.

Answer

Immediately try to disarm the caller by giving them complex instructions.

Answer

Gather as much tactical information as possible without engaging in personal conversation.

Answer

Determine the caller's motivation for their actions to include in the final report.

Question 5

The phenomenon where a dispatcher begins to unconsciously mirror the anxiety, panic, or anger of a caller, making it difficult to remain objective, is known as:

Accepted Answer

Emotional Contagion

Answer

Sympathetic Arousal

Answer

Transference

Answer

Professional Detachment

Question 6

Which of the following is a key component of an effective peer support program within a communications center?

Accepted Answer

Specially trained colleagues providing confidential assistance and listening.

Answer

Peer supporters acting as supervisors who can mandate counseling.

Answer

All conversations with peer supporters being recorded for quality assurance.

Answer

The program being exclusively for dealing with on-duty, operational stress.

A caller is audibly hysterical while reporting a medical emergency, making it difficult to understand key details.Which of the following is the most effective initial technique for the dispatcher to use?

A caller is audibly hysterical while reporting a medical emergency, making it difficult to understand key details.
Which of the following is the most effective initial technique for the dispatcher to use?