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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 the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
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)
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) positive & b) negative & c) neutral

2. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Reflect a person's prejudice and attitude
Refer the inmate to a counselor or other specialist at the facility
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

3. Identify the major categories of energy levels and describe their respective characteristics as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high
A) positive & b) negative & c) neutral
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

4. Identify the 'add-on' skills in interpersonal communication & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Reflect a person's prejudice and attitude
A) responding & b) asking questions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

5. Define 'interpersonal communication' as...
Active involvement in most activities
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Transmission and receipt of a message to effect some kind of action

6. Identify one major element of positioning & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Keeping a safe distance
A) behavior & b) appearance & c) environment
Holding your body in such a way to show strength & confidence & interest and control

7. Identify steps in responding to feeling & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling
A) inform & b) persuade & c) entertain & d) indicate action

8. Explain that the statement 'human actions determine human reactions' means...
A) behavior & b) appearance & c) environment
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

9. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
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
A) position & b) observe & c) posture & d) listen
A) reflect on What was seen and heard & b) use a responding format

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

11. Identify steps involved in making requests & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) content & b) feeling & c) feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) take appropriate action

12. List the application skills used in controlling behavior as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A polite request & using 'please' or 'would appreciate'
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

13. Identify the steps involved in 'sizing up a situation &' to include...
A) low & b) moderate & c) high
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) position & b) observe & c) posture & d) listen
A) where he/she lives & b) where he/she works & c) where he/she learns

14. List various basic feeling words & to include...
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
A) responding & b) asking questions
A) who & b) what & c) why & d) where & e) when & f) how

15. Define ' direct request format' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) happy & b) angry & c) confused & d) sad & e) scared
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
Identifying the behavior/action desired

16. Identify steps in listening & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) 'You're saying ________' & b) 'You look (or it looks) __________'

17. Identify various questions to be asked in reflecting & to include...
Refer the inmate to a counselor or other specialist at the facility
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) give a response and reason

18. Define 'softening a request' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

19. Identify one consideration for giving inmate a reason for your response & to include...
Transmission and receipt of a message to effect some kind of action
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
Open up communications with inmate rather than shutting it off
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

20. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on What was seen and heard & b) use a responding format
A) position & b) observe & c) posture & d) listen

21. Identify steps in responding to feeling and meaning & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and reason & b) respond to feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

22. Define 'reinforcing behavior' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) reflect on What was seen and heard & b) use a responding format

23. Define 'responding to feeling' as...
A) ability to size up the situation & b) ability to communicate well with inmates
A) content & b) feeling & c) feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle
The ability to capture in words the specific feelings being presented by inmate

24. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Keeping a safe distance

25. 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...
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously
A) position & b) observe & c) posture & d) listen

26. 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
A) check things out & b) give a response and reason
Active involvement in most activities
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

27. Identify steps in responding to feeling & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and intensity & b) respond to feeling
A) feeling cues & b) relationships & c) energy levels & d) values
Ability to control inmate behavior

28. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Ability to control inmate behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) position & b) observe & c) posture & d) listen

29. Identify two primary components of observing & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) feeling cues & b) relationships & c) energy levels & d) values
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

30. Identify three major elements of positioning & to include...
Look carefully
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'

31. Identify the elements of reinforcing behavior as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
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

32. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Keeping a safe distance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on What was seen and heard & b) use a responding format

33. Define 'reinforcing behavior' as...
A) volume & b) emotion & c) pitch
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) volume & b) emotion & c) pitch
A) inform & b) persuade & c) entertain & d) indicate action

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

36. Identify the purpose of communication & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Transmission and receipt of a message to effect some kind of action
A) inform & b) persuade & c) entertain & d) indicate action
A) behavior & b) appearance & c) environment

37. Identify several things an officer might look for when first coming on shift & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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) 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
Active involvement in most activities

40. Define 'taking action' as...
Refer the inmate to a counselor or other specialist at the facility
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) positive & b) negative & c) neutral
Selecting the best way to make requests

41. Explain that nonverbal communication can...

42. Identify the purpose of communication & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and reason & b) respond to feeling and meaning
Active involvement in most activities
A) inform & b) persuade & c) entertain & d) indicate action

43. Identify steps in responding to feeling and meaning & 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and reason & b) respond to feeling and meaning

44. Identify various necessary elements in checking things out & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to capture in words the specific feelings being presented by inmate

45. Identify the major categories of energy levels and describe their respective characteristics as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) low & b) moderate & c) high
Selecting the best way to make requests
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

46. Identify the components of the 5WH method as asking...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) who & b) what & c) why & d) where & e) when & f) how
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) responding & b) asking questions

47. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

48. Identify one consideration for giving inmate a reason for your response & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared

49. Define 'posturing' as...
A) content & b) feeling & c) feeling and meaning
The ability to capture in words the specific feelings being presented by inmate
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) take appropriate action

50. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) position & b) observe & c) posture & d) listen
A) content & b) feeling & c) feeling and meaning