De-escalation and ADA Awareness Course (US) 2026

1. Question 1 of 25

   What are the four steps in CISA's de-escalation series, in order?

   • AObserve, confront, remove and then report
   • BRecognize, assess, de-escalate, report
   • CWarn, detain, search, release
   • DAssess, arrest, record, debrief
   Show answer

   Answer: B. Recognize, assess, de-escalate, report

   CISA's De-escalation Series for critical infrastructure owners and operators teaches four steps: Recognize, Assess, De-escalate and Report.

2. Question 2 of 25

   CISA lists physical behaviors that may show a stranger is escalating. Which one is on that list?

   • AStanding in a line to be served
   • BAsking where the restroom is
   • CChecking the time on a phone
   • DA clenched jaw or balled fists
   Show answer

   Answer: D. A clenched jaw or balled fists

   CISA's Recognize product lists signs such as a clenched jaw or balled fists, pacing, trembling and violating others' personal space.

3. Question 3 of 25

   According to CISA, what should you do first when you assess a tense situation?

   • ACalm yourself, or act calm if you are not
   • BStand in front of the person to block them
   • CCall the person's family members
   • DAsk the person to leave right away
   Show answer

   Answer: A. Calm yourself, or act calm if you are not

   CISA's Assess step says to de-escalate yourself first: remain calm, or act calm if you are not, and control your breathing.

4. Question 4 of 25

   A visitor is shouting at the front desk. Instead of saying "Calm down," what does CISA suggest?

   • A"I can see that you are upset."
   • B"Everyone else is waiting patiently."
   • C"You need to stop that right now."
   • D"Lower your voice or you will leave."
   Show answer

   Answer: A. "I can see that you are upset."

   CISA advises replacing "Calm down" with words that show empathy, such as "I can see that you are upset."

5. Question 5 of 25

   Where does CISA suggest you stand when talking with an agitated person?

   • ARelaxed and alert, off to the side of the person
   • BFar away, so you have to shout to be heard
   • CDirectly in front of them, close enough to touch
   • DBehind them, so they cannot see you clearly
   Show answer

   Answer: A. Relaxed and alert, off to the side of the person

   CISA recommends a relaxed and alert stance off to the side of the person, not squarely in front of them.

6. Question 6 of 25

   According to CISA, how should you hold your hands while calming someone?

   • APoint at the person as you talk
   • BKeep them down, open and visible
   • CCross them over your chest
   • DKeep them hidden in your pockets
   Show answer

   Answer: B. Keep them down, open and visible

   CISA advises keeping your hands down, open and visible at all times, and avoiding pointing.

7. Question 7 of 25

   Which of these does CISA call a barrier to de-escalation?

   • ASpeaking more slowly than usual
   • BLecturing or a power struggle
   • CUsing "please" and "thank you"
   • DListening without interrupting
   Show answer

   Answer: B. Lecturing or a power struggle

   CISA lists defensiveness, lecturing, shaming and power struggles as barriers to de-escalation.

8. Question 8 of 25

   A person you are talking with shows signs that violence may be about to happen. What should you do?

   • ATurn your back and keep working
   • BTry to hold them until police arrive
   • CStay alone with them and keep talking calmly
   • DRemove yourself, get to safety and call 911
   Show answer

   Answer: D. Remove yourself, get to safety and call 911

   CISA says that if a hostile act is happening or about to happen, remove yourself from the situation, seek safety and call 911.

9. Question 9 of 25

   When you call 911 about a threat, which details does CISA suggest you give?

   • AYour opinion of why the person is acting this way and what they want
   • BYour location, where the person is, a description and any weapons
   • COnly your name and your employer's name and phone number
   • DThe person's race and religion, so police can find them
   Show answer

   Answer: B. Your location, where the person is, a description and any weapons

   CISA's reference card lists your name, the incident location, the person's location, your exact location, a description and the number and type of weapons if known.

10. Question 10 of 25

    According to CISA, what should a report of concerning behavior be based on?

    • AA person's race, religion or disability
    • BFacts showing a possible threat of violence
    • CRumors heard from other people at the site
    • DA feeling that the person does not belong there
    Show answer

    Answer: B. Facts showing a possible threat of violence

    CISA says reports should rest on facts pointing to a potential threat, not on protected activity or characteristics such as race, religion or disability.

11. Question 11 of 25

    How can a person reach the 988 Suicide & Crisis Lifeline?

    • AOnly by emailing a local crisis office
    • BOnly by visiting a hospital in person
    • COnly by calling during business hours
    • DBy calling, texting or chatting, 24/7
    Show answer

    Answer: D. By calling, texting or chatting, 24/7

    The 988 Lifeline can be reached by call, text or online chat. It is free, confidential and available 24/7.

12. Question 12 of 25

    Under the ADA, which description of disability is correct?

    • AAn impairment that substantially limits a major life activity
    • BOnly conditions that can be seen by others, such as wheelchair use
    • COnly conditions that started before age 18
    • DOnly conditions a doctor lists on a government card
    Show answer

    Answer: A. An impairment that substantially limits a major life activity

    The ADA covers a physical or mental impairment that substantially limits one or more major life activities, a record of one, or being regarded as having one.

13. Question 13 of 25

    Which places does Title III of the ADA cover?

    • AOnly private homes and apartment units
    • BOnly schools that receive federal funding
    • COnly federal government buildings and their offices
    • DBusinesses and nonprofits that serve the public
    Show answer

    Answer: D. Businesses and nonprofits that serve the public

    Title III covers businesses, including nonprofits, that serve the public, such as restaurants, hotels, shops and movie theaters.

14. Question 14 of 25

    A person does not respond to your spoken directions in a crowd. What does DOJ guidance say you should keep in mind?

    • AThey are always refusing on purpose
    • BThey may be deaf or hard of hearing
    • CThey should be removed from the site
    • DThey must be under the influence
    Show answer

    Answer: B. They may be deaf or hard of hearing

    DOJ notes that people who are deaf or hard of hearing may be wrongly seen as uncooperative when they do not respond to directions.

15. Question 15 of 25

    A man is swaying and seems confused, and a coworker says he is drunk. What does DOJ guidance remind you?

    • ASwaying always means a person is drunk
    • BConfused people should always be asked to leave the site
    • CA seizure or low blood sugar can look like intoxication
    • DMedical problems never affect how people walk
    Show answer

    Answer: C. A seizure or low blood sugar can look like intoxication

    DOJ guidance notes that seizures, hypoglycemia and some neurological disabilities can cause symptoms that may be mistaken for intoxication.

16. Question 16 of 25

    Which symptoms does the CDC list for low blood sugar?

    • ASlow breathing, deep sleep and warm skin
    • BA rash, a fever and a sore throat
    • CSneezing, a runny nose and itchy, watery eyes
    • DShaking, sweating, irritability or confusion
    Show answer

    Answer: D. Shaking, sweating, irritability or confusion

    The CDC lists symptoms such as fast heartbeat, shaking, sweating, nervousness, irritability or confusion, dizziness and hunger.

17. Question 17 of 25

    A person is having a seizure. What does the CDC say NOT to do?

    • APut something in their mouth or hold them down
    • BMove hard or sharp objects away from them quickly
    • CTime how long the seizure lasts
    • DStay with the person until it ends
    Show answer

    Answer: A. Put something in their mouth or hold them down

    The CDC says not to hold the person down or stop their movements, and not to put anything in their mouth.

18. Question 18 of 25

    According to the CDC, when should you call 911 for a seizure?

    • AOnly if the person asks you to call
    • BOnly if it happens outside a building
    • CWhen it lasts longer than 5 minutes
    • DAs soon as the person starts to shake
    Show answer

    Answer: C. When it lasts longer than 5 minutes

    The CDC says to call 911 if a seizure lasts longer than 5 minutes, among other reasons such as injury or trouble breathing.

19. Question 19 of 25

    A deaf customer needs help understanding a complex rule. What may a business NOT do under the ADA?

    • AOffer to write the details down
    • BRequire them to bring their own interpreter
    • CAsk what kind of communication help works best
    • DArrange a qualified interpreter
    Show answer

    Answer: B. Require them to bring their own interpreter

    DOJ effective communication guidance says businesses cannot require a person to bring someone to interpret for them.

20. Question 20 of 25

    Under the ADA, what is a service animal?

    • AAny pet that makes its owner feel calm and safe in public places
    • BAny animal with a vest or an ID card
    • CA dog trained to do tasks for a person with a disability
    • DAny animal a doctor has written a note for
    Show answer

    Answer: C. A dog trained to do tasks for a person with a disability

    Under the ADA, a service animal is a dog individually trained to do work or perform tasks for a person with a disability.

21. Question 21 of 25

    A dog's role is not obvious. Which two questions may staff ask under the ADA?

    • AWhat is your disability, and can I please see your medical papers?
    • BIs it needed for a disability, and what task is it trained to do?
    • CCan the dog show me its task, and where is its ID card?
    • DHow long have you had the dog, and where was it trained?
    Show answer

    Answer: B. Is it needed for a disability, and what task is it trained to do?

    Staff may ask only whether the dog is required because of a disability and what work or task it has been trained to perform.

22. Question 22 of 25

    When may a business ask a person to remove a service animal?

    • AWhen another customer is afraid of dogs
    • BWhen it is out of control and not brought under control
    • CWhen the handler has no special ID card
    • DWhen the animal is not wearing a vest or a harness at all
    Show answer

    Answer: B. When it is out of control and not brought under control

    A service animal may be removed if it is out of control and the handler does not take effective action, or if it is not housebroken.

23. Question 23 of 25

    A customer says they are allergic to a service dog in a store. What does the ADA say?

    • AThe dog must leave right away
    • BThe handler must wait outside the store
    • CThe handler must pay an extra cleaning fee first
    • DAllergies are not a valid reason to deny access
    Show answer

    Answer: D. Allergies are not a valid reason to deny access

    Allergies and fear of dogs are not valid reasons to deny access. Where possible, both people should be given different areas.

24. Question 24 of 25

    Are emotional support animals service animals under the ADA?

    • AYes, if they are small
    • BYes, if they wear a vest
    • CYes, if they have a letter
    • DNo, not under the ADA
    Show answer

    Answer: D. No, not under the ADA

    Dogs whose only role is comfort or emotional support do not qualify as service animals under the ADA.

25. Question 25 of 25

    A visitor using a Segway because of a mobility disability shows a valid state disability placard. What must you do?

    • AAccept it as credible assurance of the disability
    • BRefuse all power-driven devices at the door
    • CAsk for a doctor's note as well as the placard
    • DAsk what their disability is before letting them in
    Show answer

    Answer: A. Accept it as credible assurance of the disability

    DOJ guidance says a valid state-issued disability placard or card must be accepted as credible assurance on its face, and you may not ask about the disability.

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