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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 techniques used in asking questions & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

2. Identify one consideration for giving inmate a reason for your response & to include...
A) use the 5WH method & b) reflect on answers and recycle
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

3. Identify the elements of reinforcing behavior as...
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Open up communications with inmate rather than shutting it off

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

5. Define 'posturing' as...
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control

6. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests
Ability to control inmate behavior

7. 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action

8. List the application skills used in controlling behavior as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

9. Explain that nonverbal communication can...

10. Define 'responding to content' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

11. Identify the levels of responding & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) handling requests & b) making requests & c) reinforcing behavior
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off

12. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) check things out & b) take appropriate action
A) where he/she lives & b) where he/she works & c) where he/she learns
Refer the inmate to a counselor or other specialist at the facility
A) responding & b) asking questions

13. Identify two primary components of observing & to include...
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
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) __________'

14. Define 'softening a request' as...
A) low & b) moderate & c) high
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 skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

15. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior
Taken very seriously
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

16. Identify several things an officer might look for when first coming on shift & to include...
Open up communications with inmate rather than shutting it off
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) responding & b) asking questions

17. 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)
Taken very seriously
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

18. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Holding your body in such a way to show strength & confidence & interest and control
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) where he/she lives & b) where he/she works & c) where he/she learns

19. 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Reflect a person's prejudice and attitude
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

20. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

21. Explain that nonverbal communication can...

22. Identify aspects considered during the initial stage of observing & to include...
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) responding & b) asking questions
A) behavior & b) appearance & c) environment

23. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A polite request & using 'please' or 'would appreciate'
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

24. Identify the three basic environments of every individual & to include...
A) content & b) feeling & c) feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) positive & b) negative & c) neutral
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

26. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Ability to control inmate behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A polite request & using 'please' or 'would appreciate'

27. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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
Look carefully

28. Define 'responding to content' as...
Look carefully
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) volume & b) emotion & c) pitch

29. 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) content & b) feeling & c) feeling and meaning
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)

30. Define 'taking action' as...
Selecting the best way to make requests
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

31. Identify steps in responding to feeling and meaning & 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and reason & b) respond to feeling and meaning

32. 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
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

33. Identify steps in listening & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) content & b) feeling & c) feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
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 administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

35. Identify the elements of reinforcing behavior as...
A) positive & b) negative & c) neutral
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Reflect a person's prejudice and attitude

36. Identify steps in responding to feeling & to include...
Open up communications with inmate rather than shutting it off
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling
A) position & b) observe & c) posture & d) listen

37. Define 'responding to feeling' as...
Taken very seriously
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

38. 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...
Look carefully
The ability to capture in words the specific feelings being presented by inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taken very seriously

39. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

41. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) check things out & b) give a response and reason
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

42. Identify the major categories of energy levels and describe their respective characteristics as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high
A) reflect on feeling and intensity & b) respond to feeling

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

44. Explain clues that can be used to develop inferences & 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
A) feeling cues & b) relationships & c) energy levels & d) values
A) ability to size up the situation & b) ability to communicate well with inmates

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

46. Identify that inferences are more likely to be...
Holding your body in such a way to show strength & confidence & interest and control
Transmission and receipt of a message to effect some kind of action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Refer the inmate to a counselor or other specialist at the facility

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

48. Identify the levels of responding & to include...
A) responding & b) asking questions
A) reflect on What was seen and heard & b) use a responding format
A) ability to size up the situation & b) ability to communicate well with inmates
A) content & b) feeling & c) feeling and meaning

49. Define 'softening a request' as...
Reflect a person's prejudice and attitude
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

50. 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) ability to size up the situation & b) ability to communicate well with inmates
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