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 one consideration for giving inmate a reason for your response & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Holding your body in such a way to show strength & confidence & interest and control
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
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)


2. Identify various questions to be asked in reflecting & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) who & b) what & c) why & d) where & e) when & f) how
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


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

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4. Two skills an officer needs for effective interpersonal communications...
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
A) ability to size up the situation & b) ability to communicate well with inmates
A) volume & b) emotion & c) pitch


5. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning


6. Identify the purpose of communication & to include...
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
A) happy & b) angry & c) confused & d) sad & e) scared
A) inform & b) persuade & c) entertain & d) indicate action


7. Identify components of good posturing & to include...
Keeping a safe distance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use the 5WH method & b) reflect on answers and recycle
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


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

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

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10. 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
A) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities
A) ability to size up the situation & b) ability to communicate well with inmates


11. Define ' direct request format' as...
Identifying the behavior/action desired
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high
Open up communications with inmate rather than shutting it off


12. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Keeping a safe distance
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off


13. Identify steps in responding to feeling and meaning & to include...
A) check things out & b) take appropriate action
Keeping a safe distance
Ability to control inmate behavior
A) reflect on feeling and reason & b) respond to feeling and meaning


14. Define 'controlling behavior' as...
The ability to capture in words the specific feelings being presented by inmate
Gathering information quickly and accurately regarding What is occurring in the surroundings
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


15. Define 'responding to feeling' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions
A) responding & b) asking questions


16. 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)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A polite request & using 'please' or 'would appreciate'
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


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

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18. Identify various questions to be asked in reflecting & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


19. Identify two considerations for giving inmate a reason for your response & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


20. Identify the 'add-on' skills in interpersonal communication & 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
A) responding & b) asking questions
Refer the inmate to a counselor or other specialist at the facility
A) inform & b) persuade & c) entertain & d) indicate action


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

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22. List the application skills used in controlling behavior as...
A) behavior & b) appearance & c) environment
A) reflect on feeling and reason & b) respond to feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on What was seen and heard & b) use a responding format


23. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A polite request & using 'please' or 'would appreciate'
A) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


24. Identify the steps involved in 'sizing up a situation &' to include...
A polite request & using 'please' or 'would appreciate'
A) inform & b) persuade & c) entertain & d) indicate action
A) position & b) observe & c) posture & d) listen
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


25. 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
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control


26. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
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


27. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) check things out & b) give a response and reason
A) volume & b) emotion & c) pitch
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)


28. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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) use the 5WH method & b) reflect on answers and recycle
Refer the inmate to a counselor or other specialist at the facility


29. Identify the components of the 5WH method as asking...
A) reflect on What was seen and heard & b) use a responding format
A) who & b) what & c) why & d) where & e) when & f) how
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Selecting the best way to make requests


30. Identify one major element of positioning & to include...
A) positive & b) negative & c) neutral
Keeping a safe distance
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


31. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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)
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action


32. Identify the three basic environments of every individual & 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
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
A) where he/she lives & b) where he/she works & c) where he/she learns


33. Explain clues that can be used to develop inferences & to include...
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) give a response and reason


34. Identify the major categories of energy levels and describe their respective characteristics as...
Transmission and receipt of a message to effect some kind of action
A) check things out & b) give a response and reason
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


35. Identify two primary components of observing & 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) ability to size up the situation & b) ability to communicate well with inmates
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


36. Identify techniques to use in taking action & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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
A) content & b) feeling & c) feeling and meaning


37. 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
The ability to capture in words the specific feelings being presented by inmate
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and reason & b) respond to feeling and meaning


38. Identify steps of responding to content & to include...
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
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) responding & b) asking questions


39. Define 'interpersonal communication' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)


40. 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) reflect on feeling and intensity & b) respond to feeling
Active involvement in most activities
A) volume & b) emotion & c) pitch


41. Explain that the statement 'human actions determine human reactions' means...
Reflect a person's prejudice and attitude
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
A) check things out & b) take appropriate action


42. Identify one primary components of observing & to include...
The ability to capture in words the specific feelings being presented by inmate
Look carefully
A) reflect on What was seen and heard & b) use a responding format
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


43. Identify steps in responding to feeling & 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) volume & b) emotion & c) pitch
A) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


44. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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) behavior & b) appearance & c) environment
Keeping a safe distance


45. Identify aspects considered during the initial stage of observing & to include...
Selecting the best way to make requests
A) behavior & b) appearance & c) environment
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


46. Explain that nonverbal communication can...

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47. Define 'softening a request' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Keeping a safe distance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Refer the inmate to a counselor or other specialist at the facility


48. List various basic feeling words & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously


49. Explain 'sizing up a situation as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on What was seen and heard & b) use a responding format
Gathering information quickly and accurately regarding What is occurring in the surroundings
A polite request & using 'please' or 'would appreciate'


50. Identify the elements of reinforcing behavior as...
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Holding your body in such a way to show strength & confidence & interest and control