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

2. 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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) give a response and reason
A) volume & b) emotion & c) pitch

3. 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
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)
Reflect a person's prejudice and attitude
A) check things out & b) take appropriate action

4. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A polite request & using 'please' or 'would appreciate'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

5. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities

6. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A polite request & using 'please' or 'would appreciate'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the 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

7. Identify various questions to be asked in reflecting & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
Refer the inmate to a counselor or other specialist at the facility

8. 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) volume & b) emotion & c) pitch
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns

9. Define 'responding to feeling' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reflect on feeling and reason & b) respond to feeling and meaning
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The ability to capture in words the specific feelings being presented by inmate

10. Identify one primary components of observing & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Look carefully

11. Two skills an officer needs for effective interpersonal communications...
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to capture in words the specific feelings being presented by inmate

12. List various basic feeling words & to include...
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

13. Identify the elements of reinforcing behavior as...
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
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

14. Define 'posturing' as...
Reflect a person's prejudice and attitude
A) low & b) moderate & c) high
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen

15. Identify steps in responding to feeling and meaning & to include...
Ability to control inmate behavior
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and reason & b) respond to feeling and meaning
Active involvement in most activities

16. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

17. Identify components of good posturing & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

18. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Holding your body in such a way to show strength & confidence & interest and control
Refer the inmate to a counselor or other specialist at the facility
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

19. Identify the techniques used in asking questions & to include...
A) positive & b) negative & c) neutral
A) inform & b) persuade & c) entertain & d) indicate action
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings

20. Define '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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the 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
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

21. Explain that nonverbal communication can...

22. Identify techniques to use in taking action & to include...
A) content & b) feeling & c) feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
A) check things out & b) give a response and reason
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

23. Identify two considerations for giving inmate a reason for your response & to include...
A) content & b) feeling & c) feeling and meaning
Reflect a person's prejudice and attitude
A) where he/she lives & b) where he/she works & c) where he/she learns
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

24. Define 'taking action' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
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
Selecting the best way to make requests

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Ability to control inmate behavior
A) low & b) moderate & c) high
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)

26. Identify steps of responding to content & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on What was seen and heard & b) use a responding format
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Identifying the behavior/action desired

27. Identify steps involved in making requests & to include...
A) reflect on What was seen and heard & b) use a responding format
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) take appropriate action

28. Identify steps in responding to feeling & to include...
Transmission and receipt of a message to effect some kind of action
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and intensity & b) respond to feeling
Refer the inmate to a counselor or other specialist at the facility

29. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

30. 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
Taken very seriously
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

31. 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
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) take appropriate 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

32. Explain that the statement 'human actions determine human reactions' means...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Holding your body in such a way to show strength & confidence & interest and control
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

33. 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...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously
Ability to control inmate behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

34. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Reflect a person's prejudice and attitude
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

35. Define ' direct request format' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) handling requests & b) making requests & c) reinforcing behavior
Identifying the behavior/action desired
Ability to control inmate behavior

36. Identify the steps in handling request & to include...
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) give a response and reason

37. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of 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)
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

38. Identify one consideration 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 polite request & using 'please' or 'would appreciate'
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

39. Identify techniques to use in taking action & to include...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

40. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) responding & b) asking questions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

41. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Transmission and receipt of a message to effect some kind of action
A) volume & b) emotion & c) pitch

42. Explain 'sizing up a situation as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

43. Identify the steps involved in 'sizing up a situation &' to include...
Reflect a person's prejudice and attitude
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) position & b) observe & c) posture & d) listen

44. 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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) happy & b) angry & c) confused & d) sad & e) scared

45. Define 'reinforcing behavior' as...
Ability to control inmate behavior
Selecting the best way to make requests
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) handling requests & b) making requests & c) reinforcing behavior

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) who & b) what & c) why & d) where & e) when & f) how
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

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

48. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
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 polite request & using 'please' or 'would appreciate'

49. 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
The ability to capture in words the specific feelings being presented by inmate
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

50. Explain that nonverbal communication can...