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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. Two skills an officer needs for effective interpersonal communications...
A) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) 'You're saying ________' & b) 'You look (or it looks) __________'

2. Identify the techniques used in asking questions & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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 the 5WH method & b) reflect on answers and recycle

3. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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) low & b) moderate & c) high
A) check things out & b) take appropriate action

5. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Open up communications with inmate rather than shutting it off
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) position & b) observe & c) posture & d) listen

6. Explain clues that can be used to develop inferences & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values

7. 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) responding & b) asking questions
A) who & b) what & c) why & d) where & e) when & f) how

8. Identify steps in responding to feeling and meaning & to include...
A) reflect on What was seen and heard & b) use a responding format
Selecting the best way to make requests
A) reflect on feeling and reason & b) respond to feeling and meaning
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

9. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off
A) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

10. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Taken very seriously
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
Ability to control inmate behavior

11. Identify various questions to be asked in reflecting & to include...
Keeping a safe distance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) position & b) observe & c) posture & d) listen

12. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Identifying the behavior/action desired
Gathering information quickly and accurately regarding What is occurring in the surroundings

13. Define 'interpersonal communication' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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) who & b) what & c) why & d) where & e) when & f) how

14. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch

15. Identify components of good posturing & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Transmission and receipt of a message to effect some kind of action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and intensity & b) respond to feeling

16. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on feeling and reason & b) respond to feeling and meaning

17. Identify the components of the 5WH method as asking...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate

18. Define 'taking action' as...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Selecting the best way to make requests
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

19. Identify that inferences are more likely to be...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) inform & b) persuade & c) entertain & d) indicate action

20. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) reflect on What was seen and heard & b) use a responding format
Selecting the best way to make requests
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

21. Explain that nonverbal communication can...

22. Identify the categories of relationships and feelings as...
Holding your body in such a way to show strength & confidence & interest and control
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and intensity & b) respond to feeling

23. Identify the three basic environments of every individual & to include...
Look carefully
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to capture in words the specific feelings being presented by inmate
Transmission and receipt of a message to effect some kind of action

24. Identify the levels of responding & to include...
The ability to capture in words the specific feelings being presented by inmate
A) behavior & b) appearance & c) environment
A) content & b) feeling & c) feeling and meaning
Taken very seriously

25. Identify two considerations for giving inmate a reason for your response & to include...
A) check things out & b) take appropriate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

26. 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
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
A) reflect on feeling and reason & b) respond to feeling and meaning

27. Identify two considerations for giving inmate a reason for your response & to include...
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
A) check things out & b) take appropriate action
A) use the 5WH method & b) reflect on answers and recycle

28. Identify various questions to be asked in reflecting & to include...
The ability to capture in words the specific feelings being presented by inmate
Ability to control inmate behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) feeling cues & b) relationships & c) energy levels & d) values

29. Identify two primary components of observing & to include...
A) handling requests & b) making requests & c) reinforcing behavior
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)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

30. Explain that questions are used in addition to the basic skills and responding techniques to...
A) ability to size up the situation & b) ability to communicate well with inmates
A) positive & b) negative & c) neutral
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared

31. 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) behavior & b) appearance & c) environment

32. Identify the 'add-on' skills in interpersonal communication & to include...
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) positive & b) negative & c) neutral
Open up communications with inmate rather than shutting it off

33. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reflect on feeling and intensity & b) respond to feeling
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

34. Define 'interpersonal communication' as...
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) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action

35. Define 'taking action' as...
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

36. 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...
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously
A) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how

37. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action

38. Define 'responding to feeling' 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
The ability to capture in words the specific feelings being presented by inmate
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off

39. 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
Look carefully
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling

40. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and intensity & b) respond to feeling
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

41. Define 'softening a request' as...
The ability to capture in words the specific feelings being presented by inmate
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Reflect a person's prejudice and attitude
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

42. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) behavior & b) appearance & c) environment
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) 'You're saying ________' & b) 'You look (or it looks) __________'

43. Identify steps in responding to feeling & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and intensity & b) respond to feeling
Look carefully
Keeping a safe distance

44. Identify the steps in handling request & to include...
A) position & b) observe & c) posture & d) listen
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) give a response and reason
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

46. Identify the three basic environments of every individual & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
Keeping a safe distance

47. Identify the steps involved in 'sizing up a situation &' 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) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action

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

49. Identify techniques to use in taking action & 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Selecting the best way to make requests

50. List the application skills used in controlling behavior as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) handling requests & b) making requests & c) reinforcing behavior
Transmission and receipt of a message to effect some kind of action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance