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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 'softening a request' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) ability to size up the situation & b) ability to communicate well with inmates
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

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

3. List the application skills used in controlling behavior as...
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

4. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) position & b) observe & c) posture & d) listen
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

5. Define 'taking action' as...
Reflect a person's prejudice and attitude
A) responding & b) asking questions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Selecting the best way to make requests

6. Identify components of good posturing & to include...
Refer the inmate to a counselor or other specialist at the facility
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

7. Identify the steps in handling request & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Active involvement in most activities
A) check things out & b) give a response and reason
A) feeling cues & b) relationships & c) energy levels & d) values

8. 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) feeling cues & b) relationships & c) energy levels & d) values
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
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

9. 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...
Taken very seriously
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Active involvement in most activities
Ability to control inmate behavior

10. 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...
Keeping a safe distance
Selecting the best way to make requests
Taken very seriously
Holding your body in such a way to show strength & confidence & interest and control

11. Explain clues that can be used to develop inferences & to include...
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on feeling and intensity & b) respond to feeling
A) feeling cues & b) relationships & c) energy levels & d) values

12. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off
Reflect a person's prejudice and attitude

13. 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
The ability to capture in words the specific feelings being presented by inmate
Active involvement in most activities
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Identifying the behavior/action desired

15. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Refer the inmate to a counselor or other specialist at the facility
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

16. 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) feeling cues & b) relationships & c) energy levels & d) values
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired

17. Define 'controlling behavior' as...
Holding your body in such a way to show strength & confidence & interest and control
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

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

19. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) position & b) observe & c) posture & d) listen
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

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

21. Identify two considerations for giving inmate a reason for your response & 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
Transmission and receipt of a message to effect some kind of action
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

22. Identify steps in listening & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) check things out & b) give a response and reason
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

23. Explain that questions are used in addition to the basic skills and responding techniques to...
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off
A) low & b) moderate & c) high
A) reflect on feeling and intensity & b) respond to feeling

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

25. Identify the 'add-on' skills in interpersonal communication & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) give a response and reason
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate

26. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns

27. Identify the levels of responding & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Keeping a safe distance
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning

28. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) who & b) what & c) why & d) where & e) when & f) how
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and reason & b) respond to feeling and meaning

29. Define 'posturing' as...
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

31. Identify the major categories of energy levels and describe their respective characteristics as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) low & b) moderate & c) high
A) position & b) observe & c) posture & d) listen
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

33. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) behavior & b) appearance & c) environment

34. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off
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

35. Identify that inferences are more likely to be...
A) reflect on feeling and reason & b) respond to feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control
A) handling requests & b) making requests & c) reinforcing behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

36. 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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

37. Explain 'sizing up a situation as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and reason & b) respond to feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Gathering information quickly and accurately regarding What is occurring in the surroundings

38. Identify one major element of positioning & to include...
Keeping a safe distance
Active involvement in most activities
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Holding your body in such a way to show strength & confidence & interest and control

39. Identify the major categories of energy levels and describe their respective characteristics as...
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance
A) low & b) moderate & c) high
Refer the inmate to a counselor or other specialist at the facility

40. List various basic feeling words & to include...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Holding your body in such a way to show strength & confidence & interest and control

41. Define 'controlling behavior' as...
Holding your body in such a way to show strength & confidence & interest and control
A) ability to size up the situation & b) ability to communicate well with inmates
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

43. Identify several things an officer might look for when first coming on shift & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) low & b) moderate & c) high

44. Identify various questions to be asked in reflecting & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use the 5WH method & b) reflect on answers and recycle
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

45. Explain that nonverbal communication can...

46. Explain clues that can be used to develop inferences & to include...
A) check things out & b) give a response and reason
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to capture in words the specific feelings being presented by inmate

47. Identify techniques to use in taking action & to include...
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) where he/she lives & b) where he/she works & c) where he/she learns

48. Define 'responding to feeling' 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
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action

49. Explain that the statement 'human actions determine human reactions' means...
A) feeling cues & b) relationships & c) energy levels & d) values
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) content & b) feeling & c) feeling and meaning

50. Two skills an officer needs for effective interpersonal communications...
Ability to control inmate behavior
A) ability to size up the situation & b) ability to communicate well with inmates
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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