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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 aspects considered during the initial stage of observing & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and intensity & b) respond to feeling
A) behavior & b) appearance & c) environment
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

2. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) low & b) moderate & c) high
A) happy & b) angry & c) confused & d) sad & e) scared
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

3. Identify steps in listening & to include...
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
A) volume & b) emotion & c) pitch
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

4. List the application skills used in controlling behavior as...
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
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

5. Identify components of good posturing & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) responding & b) asking questions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason

6. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action
A) position & b) observe & c) posture & d) listen

7. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Active involvement in most activities
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously

8. Identify the major categories of energy levels and describe their respective characteristics as...
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) volume & b) emotion & c) pitch
A) check things out & b) give a response and reason

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

10. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

11. Identify the purpose of communication & to include...
A) low & b) moderate & c) high
A) volume & b) emotion & c) pitch
Holding your body in such a way to show strength & confidence & interest and control
A) inform & b) persuade & c) entertain & d) indicate action

12. Identify various questions to be asked in reflecting & 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Reflect a person's prejudice and attitude

13. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Open up communications with inmate rather than shutting it off
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

14. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

15. Explain that nonverbal communication can...

16. Identify components of good posturing & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

17. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Active involvement in most activities
A) volume & b) emotion & c) pitch

18. Identify various necessary elements in checking things out & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Holding your body in such a way to show strength & confidence & interest and control
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

19. List various basic feeling words & to include...
Taken very seriously
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) content & b) feeling & c) feeling and meaning

20. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) content & b) feeling & c) feeling and meaning
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Holding your body in such a way to show strength & confidence & interest and control

21. 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) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously
A) use the 5WH method & b) reflect on answers and recycle
Refer the inmate to a counselor or other specialist at the facility

22. Identify the steps in handling request & to include...
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) give a response and reason

23. Identify steps of responding to content & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on What was seen and heard & b) use a responding format
A) handling requests & b) making requests & c) reinforcing behavior

24. Define 'softening a request' as...
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

25. 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
Active involvement in most activities
A polite request & using 'please' or 'would appreciate'
The ability to capture in words the specific feelings being presented by inmate

26. Identify the steps involved in 'sizing up a situation &' to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action

27. 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) content & b) feeling & c) feeling and meaning
A) positive & b) negative & c) neutral
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

28. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) feeling cues & b) relationships & c) energy levels & d) values

29. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) where he/she lives & b) where he/she works & c) where he/she learns
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) reflect on feeling and reason & b) respond to feeling and meaning

30. 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
Ability to control inmate behavior
A) check things out & b) take appropriate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

31. Explain clues that can be used to develop inferences & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values

32. Define 'controlling behavior' as...
Transmission and receipt of a message to effect some kind of action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) behavior & b) appearance & c) environment
A) reflect on feeling and reason & b) respond to feeling and meaning

33. Identify two primary components of observing & to include...
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
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

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

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

36. Define ' direct request format' as...
Identifying the behavior/action desired
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance

37. List various basic feeling words & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Identifying the behavior/action desired
A) positive & b) negative & c) neutral
A) happy & b) angry & c) confused & d) sad & e) scared

38. Identify steps in responding to feeling & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) ability to size up the situation & b) ability to communicate well with inmates
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) where he/she lives & b) where he/she works & c) where he/she learns

40. Identify various necessary elements in checking things out & to include...
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) use the 5WH method & b) reflect on answers and recycle

41. Identify the purpose of communication & to include...
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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

42. Identify that inferences are more likely to be...
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
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) position & b) observe & c) posture & d) listen

43. Identify one primary components of observing & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Refer the inmate to a counselor or other specialist at the facility
Look carefully
Open up communications with inmate rather than shutting it off

44. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Keeping a safe distance

45. Identify two primary components of observing & to include...
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)
Refer the inmate to a counselor or other specialist at the facility
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taken very seriously

46. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) low & b) moderate & c) high
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) where he/she lives & b) where he/she works & c) where he/she learns

47. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

48. Define 'responding to content' as...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taken very seriously
Taken very seriously
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

50. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Transmission and receipt of a message to effect some kind of action
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