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Interpersonal Skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. Identify two primary components of observing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The inmate will know the reason this time for granting a request & but will understand a future request may not be granted if reasons are not as good
Being able to make sense out of inmate's answers & recognizing the answers not spoken & and thinking carefully about what the inmate has said in answering a question

2. Explain that questions are used in addition to the basic skills and responding techniques to...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Open up communications with inmate rather than shutting it off

3. Identify two considerations for giving inmate a reason for your response & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) happy & b) angry & c) confused & d) sad & e) scared
Active involvement in most activities

4. Identify steps involved in making requests & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior
A) check things out & b) take appropriate action

5. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility

6. Define 'controlling behavior' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taken very seriously
A) reflect on feeling and intensity & b) respond to feeling

7. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Keeping a safe distance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Participates in all that is required & also makes use of physical equipment and participate in voluntary activities (high-energy inmates require constructive involvement in positive activities)

8. Define 'reinforcing behavior' as...
A) positive & b) negative & c) neutral
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) inform & b) persuade & c) entertain & d) indicate action
Participates in all that is required & also makes use of physical equipment and participate in voluntary activities (high-energy inmates require constructive involvement in positive activities)

9. Identify one major element of positioning & to include...
Taken very seriously
Keeping a safe distance
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior

10. Explain that the statement 'human actions determine human reactions' means...
A) volume & b) emotion & c) pitch
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) ability to size up the situation & b) ability to communicate well with inmates
A) behavior & b) appearance & c) environment

11. Define 'responding to content' as...
A) handling requests & b) making requests & c) reinforcing behavior
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

12. Identify the categories of relationships and feelings as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Participates in all that is required & also makes use of physical equipment and participate in voluntary activities (high-energy inmates require constructive involvement in positive activities)
A) positive & b) negative & c) neutral
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

13. Two skills an officer needs for effective interpersonal communications...
Ability to control inmate behavior
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests
A) ability to size up the situation & b) ability to communicate well with inmates

14. Identify several things an officer might look for when first coming on shift & to include...
Participates in all that is required & also makes use of physical equipment and participate in voluntary activities (high-energy inmates require constructive involvement in positive activities)
A) positive & b) negative & c) neutral
The ability to capture in words the specific feelings being presented by inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

15. Define 'taking action' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Selecting the best way to make requests
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

16. Explain that the statement 'human actions determine human reactions' means...
Being able to make sense out of inmate's answers & recognizing the answers not spoken & and thinking carefully about what the inmate has said in answering a question
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Selecting the best way to make requests

17. Identify two primary components of observing & to include...
A) use the 5WH method & b) reflect on answers and recycle
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Look carefully

18. Identify various questions to be asked in reflecting & to include...
A) responding & b) asking questions
A) low & b) moderate & c) high
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

19. List the application skills used in controlling behavior as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) handling requests & b) making requests & c) reinforcing behavior
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude

20. Identify the steps in handling request & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) positive & b) negative & c) neutral
A) check things out & b) give a response and reason
Open up communications with inmate rather than shutting it off

21. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) check things out & b) take appropriate action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) feeling cues & b) relationships & c) energy levels & d) values

22. Identify the purpose of communication & to include...
A) position & b) observe & c) posture & d) listen
Selecting the best way to make requests
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action

23. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Participates in all that is required & also makes use of physical equipment and participate in voluntary activities (high-energy inmates require constructive involvement in positive activities)
A) position & b) observe & c) posture & d) listen

24. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior

25. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

26. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) happy & b) angry & c) confused & d) sad & e) scared
Reflect a person's prejudice and attitude
A) 'You're saying ________' & b) 'You look (or it looks) __________'

27. Identify ways in which an employee might verbally respond to content & to include...

28. Explain that basic needs cannot be withheld and that inmate's request to fulfill a basic need that is guaranteed by law & policy or procedure must be...
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior
Participates in all that is required & also makes use of physical equipment and participate in voluntary activities (high-energy inmates require constructive involvement in positive activities)
A) volume & b) emotion & c) pitch

29. Identify the levels of responding & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action
A) happy & b) angry & c) confused & d) sad & e) scared

30. Identify three major elements of positioning & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) ability to size up the situation & b) ability to communicate well with inmates
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and reason & b) respond to feeling and meaning

31. Define ' direct request format' as...
Selecting the best way to make requests
Identifying the behavior/action desired
A) position & b) observe & c) posture & d) listen
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

32. Identify the elements of reinforcing behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

33. Define 'controlling behavior' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Keeping a safe distance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

34. Explain that basic needs cannot be withheld and that inmate's request to fulfill a basic need that is guaranteed by law & policy or procedure must be...
The ability to capture in words the specific feelings being presented by inmate
Being able to make sense out of inmate's answers & recognizing the answers not spoken & and thinking carefully about what the inmate has said in answering a question
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taken very seriously

35. Define 'reinforcing behavior' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) check things out & b) take appropriate action
A) reflect on What was seen and heard & b) use a responding format
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

36. Define ' direct request format' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Identifying the behavior/action desired

37. Two skills an officer needs for effective interpersonal communications...
A) volume & b) emotion & c) pitch
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

38. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

39. Identify three major elements of positioning & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

40. Define 'responding to feeling and meaning' as...

41. Define 'interpersonal communication' as...
A) check things out & b) give a response and reason
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Transmission and receipt of a message to effect some kind of action

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Reflect a person's prejudice and attitude

43. Define 'mild request format: as...

44. Identify the three basic environments of every individual & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns
A) content & b) feeling & c) feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

45. Define reflecting on answers and recycle' as...

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
The ability to capture in words the specific feelings being presented by inmate
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Keeping a safe distance
A) position & b) observe & c) posture & d) listen

47. Define 'posturing' as...
Being able to make sense out of inmate's answers & recognizing the answers not spoken & and thinking carefully about what the inmate has said in answering a question
Holding your body in such a way to show strength & confidence & interest and control
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) ability to size up the situation & b) ability to communicate well with inmates

48. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Holding your body in such a way to show strength & confidence & interest and control
Participates in all that is required & also makes use of physical equipment and participate in voluntary activities (high-energy inmates require constructive involvement in positive activities)
Selecting the best way to make requests
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

49. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Active involvement in most activities
Open up communications with inmate rather than shutting it off
A) check things out & b) take appropriate action

50. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Active involvement in most activities
A) behavior & b) appearance & c) environment
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble