Internertional Association for Healthcare Security and Safety (IAHSS) Advanced Officer Certification Practice Exam

What is a recommended action when interacting with a disruptive person?

1. Yell to assert dominance

2. Lower your voice to encourage listening

3. Remain silent and observe

4. Use physical restraint quickly

The correct answer is: Lower your voice to encourage listening

Lowering your voice to encourage listening is a recommended action when interacting with a disruptive person because it helps create a calmer environment and can defuse tension. A quieter voice can draw the individual’s attention, prompting them to focus on what is being said rather than on the disruptive behavior. This technique can foster better communication and understanding, allowing for a more effective resolution to the situation. It demonstrates control and composure, which can serve to reassure the disruptive person and may encourage them to respond in kind. In high-stress scenarios involving disruptive individuals, it’s essential to prioritize de-escalation techniques that promote safety and constructive dialogue. Engaging in yelling or assertive physical actions can often exacerbate the situation, causing further disruption and potential aggression. Remaining silent could lead to misunderstandings or failure to address the behavior, and using physical restraint should always be a last resort reserved for situations where there is an immediate threat to safety.