Deck 3: Crisis Management: Basics of Negotiations

Question 1

Which of the following is not a goal of the negotiator during the pre-crisis stage?

A) Refine their skills
B) Establish credibility with actor
C) Gain organizational understanding and support
D) Establish working partnerships

Answer 1

Establish credibility with actor

Question 2

All of these are levels of empathy EXCEPT:

A) Subtractive
B) Basic
C) Additive
D) Multiplicative

Answer 2

Multiplicative

Question 3

According to the FBI, empathy is based on:

A) Active listening skills
B) The subject's reason for his or her actions
C) The negotiator's experience
D) All of the above

Answer 3

Active listening skills

Question 4

What is emotional labeling?

A) Using emotionally descriptive words to show understanding of feelings
B) Using emotionally charged words to attack someone verbally
C) Using emotional words to label the actions of the subject
D) Using emotional words to convince someone of a belief

Question 5

The authors suggest that negotiators are listening for more than just the actor's message and feelings. What more are they listening for?

A) Any mention of a weapon
B) The actor's tone of voice
C) The actor's story
D) The actor's demands

Question 6

What is the best course of action for a negotiator to take when presented with resistance?

A) Argue
B) Side-step
C) Debate
D) Persuade

Question 7

The FBI suggests that all of the following are basic human needs EXCEPT for:

A) Security
B) Dignity
C) Accomplishment
D) Companionship

Question 8

What is the correct order of the stages of change?
I. Action Stage
II. Contemplation Stage
III. Pre-contemplation Stage
IV. Preparation Stage

A) I, II, III, IV
B) IV, III, II, I
C) III, II, IV, I
D) III, IV, II, I

Question 9

Ambivalence in a negotiation is recognized by:

A) Resistance
B) Acceptance
C) Empathy
D) Sympathy

Question 10

When should a negotiators goal be to develop an alliance with the actor?

A) Post crisis
B) When the actor is vulnerable
C) When the actor is implementing an exit strategy
D) when actor expresses awareness of the seriousness of the situation

Question 11

A goal of the Action stage is to keep the actor from regressing to an earlier stage

Question 12

What is BLS?

A) Basic Listening Sequence
B) Basic Learning Stages
C) Basic Leverage Situation
D) Basic Labeling Sources

Question 13

All the following accommodate Social Learning Theory except?

A) Consistency
B) Reluctance
C) Relevance
D) Friendliness

Question 14

The first "C" in REACCT stands for:

A) Calculating
B) Corrupting
C) Control
D) Contracting

Question 15

The SAFE model suggest that negotiators deal with emotions of an actor by all the following except:

A) Block completion of a goal
B) Identify core emotions
C) Respond to action tendency
D) Encourage actor to tell their story

Question 16

Of the tasks below, a negotiator's first task is to:

A) Set a perimeter
B) Notify the next of kin about the situation
C) Try to scare the subject into surrender
D) Build rapport and reassure the subject

Question 17

What are verbal qualifiers?

A) Trigger words like "gun" and "bomb" that a subject says
B) Save-face statements
C) Words geared toward surrender of subject
D) None of the above

Question 18

According to the text, normally, negotiators control a situation:

A) Directly
B) Indirectly
C) Forcefully
D) Manipulatively

Question 19

What are I-messages?

A) Messages that personalize the negotiator to the actor
B) Messages of demands from the actor to the negotiator
C) Messages using technology to communicate
D) All of the above

Question 20

Reflecting meaning is:

A) The negotiator showing understanding of demands
B) The negotiator showing understanding of the content and emotions in an incident
C) The actor showing understanding of the severity of the situation
D) The actor showing understanding of what the negotiator is saying

Question 21

Defining the problem clearly, brainstorming alternatives, assessing probability outcomes, choosing the best option, planning implementation, and implementing planning are the six steps of:

A) HOBAS
B) NIMS
C) UCR
D) PSS

Question 22

The brainstorming process involves gathering ideas, distilling ideas, and:

A) Acting on ideas
B) Questioning ideas
C) Elaborating on ideas
D) Assessing ideas

Question 23

What stage is the actor briefed on about what see, hear and feel?

A) Crisis Stage
B) Planning stage
C) Action stage
D) Resolution stage

Question 24

The negotiator should be responsible for taking the subject into custody.

Question 25

The surrender process should be?

A) Well explained to the subject
B) A surprise to the subject
C) Established by the subject
D) None of the above