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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 'controlling behavior' as...
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) 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

2. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Taken very seriously
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

3. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
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
Active involvement in most activities

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

5. Identify the purpose of communication & 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

7. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully
Selecting the best way to make requests
Ability to control inmate behavior

8. Identify techniques to use in taking action & 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) who & b) what & c) why & d) where & e) when & f) how

9. Explain that nonverbal communication can...

10. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Keeping a safe distance

11. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) volume & b) emotion & c) pitch
A) feeling cues & b) relationships & c) energy levels & d) values
Ability to control inmate behavior

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

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

14. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Refer the inmate to a counselor or other specialist at the facility
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

15. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Ability to control inmate behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Reflect a person's prejudice and attitude
Refer the inmate to a counselor or other specialist at the facility

16. Identify components of good posturing & to include...
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
Open up communications with inmate rather than shutting it off
A) inform & b) persuade & c) entertain & d) indicate action

17. 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
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'

18. Explain that the statement 'human actions determine human reactions' means...
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

19. Define 'softening a request' as...
A) inform & b) persuade & c) entertain & d) indicate action
A) behavior & b) appearance & c) environment
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

20. 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) low & b) moderate & c) high
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

21. Explain clues that can be used to develop inferences & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Identifying the behavior/action desired
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to capture in words the specific feelings being presented by inmate

22. Define 'posturing' as...
A) ability to size up the situation & b) ability to communicate well with inmates
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
A) reflect on feeling and reason & b) respond to feeling and meaning

23. Identify the 'add-on' skills in interpersonal communication & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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) responding & b) asking questions

24. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) behavior & b) appearance & c) environment
A) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) feeling cues & b) relationships & c) energy levels & d) values

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) position & b) observe & c) posture & d) listen
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

27. Identify three major elements of positioning & to include...
A) check things out & b) give a response and reason
Identifying the behavior/action desired
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

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) use the 5WH method & b) reflect on answers and recycle
A) position & b) observe & c) posture & d) listen
Active involvement in most activities
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

29. 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) position & b) observe & c) posture & d) listen
Transmission and receipt of a message to effect some kind of action
A) check things out & b) give a response and reason

30. Identify the components of the 5WH method as asking...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) who & b) what & c) why & d) where & e) when & f) how
Refer the inmate to a counselor or other specialist at the facility

31. Define 'posturing' as...
A) inform & b) persuade & c) entertain & d) indicate action
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format
Holding your body in such a way to show strength & confidence & interest and control

32. Identify the techniques used in asking questions & to include...
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) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance

33. Define 'taking action' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Holding your body in such a way to show strength & confidence & interest and control
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests

34. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) check things out & b) take appropriate action
Look carefully
Refer the inmate to a counselor or other specialist at the facility

35. Explain that questions are used in addition to the basic skills and responding techniques to...
Refer the inmate to a counselor or other specialist at the facility
Open up communications with inmate rather than shutting it off
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

36. Identify techniques to use in taking action & to include...
Transmission and receipt of a message to effect some kind of action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

37. Identify the steps involved in 'sizing up a situation &' to include...
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) handling requests & b) making requests & c) reinforcing behavior

38. Identify aspects considered during the initial stage of observing & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Keeping a safe distance
A) behavior & b) appearance & c) environment
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

39. Explain 'sizing up a situation as...
A) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reflect on What was seen and heard & b) use a responding format

40. Identify steps in listening & to include...
Identifying the behavior/action desired
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) behavior & b) appearance & c) environment

41. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Holding your body in such a way to show strength & confidence & interest and control
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

42. Identify steps in responding to feeling & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Active involvement in most activities
A) reflect on feeling and intensity & b) respond to feeling
A) responding & b) asking questions

43. Identify three characteristics of voice Which may be used to determine intensity & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) volume & b) emotion & c) pitch
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

44. Define 'controlling behavior' as...
A) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings
Identifying the behavior/action desired
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

45. 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
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

46. Define 'responding to feeling' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

47. Identify two primary components of observing & to include...
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) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch

48. Identify steps in responding to feeling and meaning & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and reason & b) respond to feeling and meaning
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

49. Identify components of good posturing & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Look carefully
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

50. 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how