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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 the components of the 5WH method as asking...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) who & b) what & c) why & d) where & e) when & f) how
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning

2. Define 'controlling behavior' as...
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) where he/she lives & b) where he/she works & c) where he/she learns

3. Identify two considerations for giving inmate a reason for your response & 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) reflect on feeling and reason & b) respond to feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

4. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Look carefully
A) where he/she lives & b) where he/she works & c) where he/she learns
A) inform & b) persuade & c) entertain & d) indicate action

5. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) inform & b) persuade & c) entertain & d) indicate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) positive & b) negative & c) neutral

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

7. Define 'controlling behavior' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Selecting the best way to make requests

8. 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)
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch
Identifying the behavior/action desired

9. Identify the purpose of communication & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) positive & b) negative & c) neutral
A) inform & b) persuade & c) entertain & d) indicate action

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...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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
Taken very seriously

11. 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) positive & b) negative & c) neutral
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)
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

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

13. Identify three major elements of positioning & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) feeling cues & b) relationships & c) energy levels & d) values

14. Identify one major element of positioning & to include...
A) content & b) feeling & c) feeling and meaning
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
Keeping a safe distance

15. Identify the categories of relationships and feelings as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) positive & b) negative & c) neutral

16. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) positive & b) negative & c) neutral
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) behavior & b) appearance & c) environment
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

17. List various basic feeling words & to include...
Taken very seriously
A) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) happy & b) angry & c) confused & d) sad & e) scared

18. Identify steps in responding to feeling and meaning & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Reflect a person's prejudice and attitude
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reflect on feeling and reason & b) respond to feeling and meaning

19. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Open up communications with inmate rather than shutting it off
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

20. Explain 'sizing up a situation as...
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Identifying the behavior/action desired

21. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Taken very seriously
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

22. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) take appropriate action
A) positive & b) negative & c) neutral

23. Identify that inferences are more likely to be...
A polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) volume & b) emotion & c) pitch
A) reflect on feeling and intensity & b) respond to feeling

24. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior
Keeping a safe distance
Reflect a person's prejudice and attitude

25. Define 'taking action' as...
Transmission and receipt of a message to effect some kind of action
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
Selecting the best way to make requests

26. Identify the techniques used in asking questions & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle
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

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

28. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
Taken very seriously

29. Identify various questions to be asked in reflecting & to include...
Look carefully
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Look carefully
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

30. Explain that questions are used in addition to the basic skills and responding techniques to...
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
Open up communications with inmate rather than shutting it off
Look carefully
A) content & b) feeling & c) feeling and meaning

31. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) where he/she lives & b) where he/she works & c) where he/she learns
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle

32. Identify several things an officer might look for when first coming on shift & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) behavior & b) appearance & c) environment

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

34. Identify one major element of positioning & to include...
Selecting the best way to make requests
A) check things out & b) take appropriate action
Keeping a safe distance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

35. Define ' direct request format' as...
Identifying the behavior/action desired
Transmission and receipt of a message to effect some kind of action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Keeping a safe distance

36. Identify one consideration for giving inmate a reason for your response & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and reason & b) respond to feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

37. Define 'responding to feeling' as...
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities
A) behavior & b) appearance & c) environment
The ability to capture in words the specific feelings being presented by inmate

38. Two skills an officer needs for effective interpersonal communications...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to capture in words the specific feelings being presented by inmate

39. Identify one consideration for giving inmate a reason for your response & to include...
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
Open up communications with inmate rather than shutting it off
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

40. Identify components of good posturing & to include...
A) behavior & b) appearance & c) environment
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

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

42. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) take appropriate action

43. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) check things out & b) take appropriate action
A) use the 5WH method & b) reflect on answers and recycle

44. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reflect on What was seen and heard & b) use a responding format
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Refer the inmate to a counselor or other specialist at the facility
A) happy & b) angry & c) confused & d) sad & e) scared

45. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
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
The ability to capture in words the specific feelings being presented by inmate

46. Identify several things an officer might look for when first coming on shift & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

47. Define 'interpersonal communication' as...
Look carefully
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen

48. 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
Refer the inmate to a counselor or other specialist at the facility
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

49. Identify three characteristics of voice Which may be used to determine intensity & 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) volume & b) emotion & c) pitch
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) handling requests & b) making requests & c) reinforcing behavior

50. Identify steps of responding to content & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on What was seen and heard & b) use a responding format
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation