Handling challenging situations

The video discusses a young female's experience running an offending behavior program with male prisoners. She shares her initial fears and how she overcame them by building confidence and using effective communication. By asking questions, she defused challenging situations and gained the trust and respect of the group, which helped her grow in confidence over time.

What was the speaker's initial feeling when starting the program with the prisoners?

• Excitement

• Confidence

• Fear

• Indifference

How does the speaker describe her outward appearance compared to her internal feelings on the first day?

• Like a swan on a lake

• Like a calm sea

• Like a roaring lion

• Like a stormy sky

What is the key to effective communication according to the speaker?

• Being aggressive

• Knowing the program well

• Avoiding eye contact

• Showing indifference

What technique did the speaker use to handle verbal aggression?

• Asking questions

• Leaving the room

• Ignoring the aggression

• Raising her voice

What does the speaker emphasize as important for building trust within the group?

• Ignoring challenges

• Being overly friendly

• Building trust and respect

• Strict discipline