Training for Intervention ProcedureS (TIPS) Certification Practice Exam

Which intervention guideline emphasizes the importance of not evaluating the guest's actions?

1. Do not judge or threaten your guest

2. Provide good customer service

3. Give the guest a reason for your actions

4. Use "I" statements

The correct answer is: Do not judge or threaten your guest

The emphasis on not evaluating the guest's actions is rooted in the understanding that judgment can create defensiveness and hinder effective communication. By avoiding judgmental language or threats, the intervention guideline fosters a safe environment where the guest feels heard and understood. This approach encourages open dialogue and supports conflict resolution, allowing the guest to express themselves without fear of condemnation. In contrast, the other options focus on different aspects of communication and service. Providing good customer service is vital, but it does not specifically address the avoidance of judgment. Giving the guest a reason for your actions may help clarify intentions but could still inadvertently lead to perceptions of evaluation. Using "I" statements enhances personal accountability and reduces blame, yet it does not directly speak to the need for a non-judgmental stance toward the guest's choices or behaviors. Thus, prioritizing a non-evaluative approach, as highlighted in the first choice, is crucial for effective interaction and empathy in service environments.