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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 various questions to be asked in reflecting & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Open up communications with inmate rather than shutting it off

2. Identify steps of responding to content & to include...
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) use the 5WH method & b) reflect on answers and recycle
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

3. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and intensity & b) respond to feeling
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason

4. Identify steps of responding to content & 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
Identifying the behavior/action desired
A) reflect on What was seen and heard & b) use a responding format

5. Identify the techniques used in asking questions & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) ability to size up the situation & b) ability to communicate well with inmates
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use the 5WH method & b) reflect on answers and recycle

6. Identify two considerations for giving inmate a reason for your response & to include...
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

7. Identify the steps in handling request & to include...
Reflect a person's prejudice and attitude
A) check things out & b) take appropriate action
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) check things out & b) give a response and reason

8. Two skills an officer needs for effective interpersonal communications...
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) behavior & b) appearance & c) environment

9. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

10. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A polite request & using 'please' or 'would appreciate'
Ability to control inmate behavior
A) check things out & b) take appropriate action

11. Identify the steps involved in 'sizing up a situation &' to include...
A) check things out & b) take appropriate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) position & b) observe & c) posture & d) listen
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

13. Identify one primary components of observing & to include...
Look carefully
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
Reflect a person's prejudice and attitude

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

15. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate

16. Identify techniques to use in taking action & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Look carefully

17. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) happy & b) angry & c) confused & d) sad & e) scared
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

18. Identify the major categories of energy levels and describe their respective characteristics as...
A) responding & b) asking questions
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to capture in words the specific feelings being presented by inmate
A) low & b) moderate & c) high

19. 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) check things out & b) take appropriate action
Identifying the behavior/action desired

20. Identify steps in responding to feeling & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and intensity & b) respond to feeling
A) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how

21. Identify the major categories of energy levels and describe their respective characteristics as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high
A) responding & b) asking questions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

22. Identify various necessary elements in checking things out & to include...
A) check things out & b) take appropriate action
A) responding & b) asking questions
A) content & b) feeling & c) feeling and meaning
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

23. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance

24. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Ability to control inmate behavior
A) ability to size up the situation & b) ability to communicate well with inmates

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

26. Identify techniques to use in taking action & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) ability to size up the situation & b) ability to communicate well with inmates
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

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

28. Identify three characteristics of voice Which may be used to determine intensity & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) volume & b) emotion & c) pitch

29. 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
Holding your body in such a way to show strength & confidence & interest and control
Open up communications with inmate rather than shutting it off

30. Identify one major element of positioning & to include...
Keeping a safe distance
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) check things out & b) give a response and reason

31. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) where he/she lives & b) where he/she works & c) where he/she learns
A) happy & b) angry & c) confused & d) sad & e) scared
A) handling requests & b) making requests & c) reinforcing behavior

32. Identify the elements of reinforcing behavior as...
The ability to capture in words the specific feelings being presented by inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

33. Identify one primary components of observing & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
Look carefully

34. Define 'interpersonal communication' as...
Identifying the behavior/action desired
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities
Transmission and receipt of a message to effect some kind of action

35. Define 'taking action' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taken very seriously
Selecting the best way to make requests

36. Identify the steps in handling request & to include...
Active involvement in most activities
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Look carefully
A) check things out & b) give a response and reason

37. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) ability to size up the situation & b) ability to communicate well with inmates
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

38. Identify the categories of relationships and feelings as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use the 5WH method & b) reflect on answers and recycle
A) positive & b) negative & c) neutral
A) reflect on feeling and intensity & b) respond to feeling

39. Identify steps in listening & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Transmission and receipt of a message to effect some kind of action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

40. Define 'responding to feeling' as...
A) volume & b) emotion & c) pitch
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

41. Identify that inferences are more likely to be...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) volume & b) emotion & c) pitch

42. 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) who & b) what & c) why & d) where & e) when & f) how
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Transmission and receipt of a message to effect some kind of action

43. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
Identifying the behavior/action desired
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

44. Identify steps involved in making requests & to include...
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) take appropriate action
A) feeling cues & b) relationships & c) energy levels & d) values

45. 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) check things out & b) give a response and reason
A) where he/she lives & b) where he/she works & c) where he/she learns
A) check things out & b) take appropriate action

46. Define 'softening a request' as...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

47. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
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) 'You're saying ________' & b) 'You look (or it looks) __________'

48. Identify several things an officer might look for when first coming on shift & to include...
A) check things out & b) give a response and reason
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

49. Define 'posturing' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Holding your body in such a way to show strength & confidence & interest and control
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

50. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Ability to control inmate behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Reflect a person's prejudice and attitude