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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 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
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
A) check things out & b) take appropriate action

2. Identify steps involved in making requests & to include...
Ability to control inmate behavior
A) check things out & b) take appropriate action
A) use the 5WH method & b) reflect on answers and recycle
Holding your body in such a way to show strength & confidence & interest and control

3. Identify the major categories of energy levels and describe their respective characteristics as...
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

4. Define 'interpersonal communication' as...
Taken very seriously
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) volume & b) emotion & c) pitch

5. Identify steps of responding to content & to include...
A) behavior & b) appearance & c) environment
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Transmission and receipt of a message to effect some kind of action
A) reflect on What was seen and heard & b) use a responding format

6. Explain that the statement 'human actions determine human reactions' means...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

7. Identify the elements of reinforcing behavior as...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to capture in words the specific feelings being presented by inmate

8. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Gathering information quickly and accurately regarding What is occurring in the surroundings
Reflect a person's prejudice and attitude
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. Define 'responding to content' as...
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
The ability to capture in words the specific feelings being presented by inmate
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

10. Identify the levels of responding & 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
A) content & b) feeling & c) feeling and meaning
A) reflect on What was seen and heard & b) use a responding format

11. 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...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taken very seriously
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

12. Define 'posturing' as...
Active involvement in most activities
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
Holding your body in such a way to show strength & confidence & interest and control

13. Identify steps of responding to content & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on What was seen and heard & b) use a responding format

14. Explain that nonverbal communication can...

15. Identify the three basic environments of every individual & to include...
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
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high

16. 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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) responding & b) asking questions
A) volume & b) emotion & c) pitch

17. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests
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

18. Define 'responding to content' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action

19. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) position & b) observe & c) posture & d) listen
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests

20. Define ' direct request format' as...
Identifying the behavior/action desired
Transmission and receipt of a message to effect some kind of action
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action

21. Identify the purpose of communication & to include...
A) use the 5WH method & b) reflect on answers and recycle
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and reason & b) respond to feeling and meaning

22. 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
Selecting the best way to make requests
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

23. 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)
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
A) reflect on What was seen and heard & b) use a responding format

24. Identify the categories of relationships and feelings as...
A) behavior & b) appearance & c) environment
A) positive & b) negative & c) neutral
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

25. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

26. Identify aspects considered during the initial stage of observing & to include...
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

27. Identify the three basic environments of every individual & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired

28. List various basic feeling words & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

29. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reflect on feeling and intensity & b) respond to feeling
Holding your body in such a way to show strength & confidence & interest and control
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

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

31. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Holding your body in such a way to show strength & confidence & interest and control
Refer the inmate to a counselor or other specialist at the facility
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

32. 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) handling requests & b) making requests & c) reinforcing behavior
Keeping a safe distance
Keeping a safe distance

33. 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) content & b) feeling & c) feeling and meaning
A) content & b) feeling & c) feeling and meaning
Active involvement in most activities

34. Explain 'sizing up a situation as...
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen

35. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) handling requests & b) making requests & c) reinforcing behavior
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

36. Define 'reinforcing behavior' as...
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

37. Explain that nonverbal communication can...

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) reflect on feeling and reason & b) respond to feeling and meaning
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
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)

39. Identify the steps in handling request & to include...
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason
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)

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

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

42. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) content & b) feeling & c) feeling and meaning

43. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values

44. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Keeping a safe distance
Reflect a person's prejudice and attitude
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

45. Identify the components of the 5WH method as asking...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) who & b) what & c) why & d) where & e) when & f) how
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

46. Identify the categories of relationships and feelings as...
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) positive & b) negative & c) neutral
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

47. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) handling requests & b) making requests & c) reinforcing behavior
Ability to control inmate behavior
A) volume & b) emotion & c) pitch

48. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Active involvement in most activities
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. Explain clues that can be used to develop inferences & to include...
Transmission and receipt of a message to effect some kind of action
A) feeling cues & b) relationships & c) energy levels & d) values
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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

50. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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) low & b) moderate & c) high
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort