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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. Define 'posturing' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

2. Identify the steps in handling request & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) give a response and reason
Active involvement in most activities
Refer the inmate to a counselor or other specialist at the facility

3. Identify the components of the 5WH method as asking...
Ability to control inmate 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)
A polite request & using 'please' or 'would appreciate'
A) who & b) what & c) why & d) where & e) when & f) how

4. Explain that the statement 'human actions determine human reactions' means...
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) give a response and reason
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

5. Define 'posturing' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Gathering information quickly and accurately regarding What is occurring in the surroundings
Holding your body in such a way to show strength & confidence & interest and control

6. Identify three major elements of positioning & to include...
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and reason & b) respond to feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

7. Define ' direct request format' as...
Identifying the behavior/action desired
Look carefully
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) behavior & b) appearance & c) environment

8. Identify various questions to be asked in reflecting & to include...
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior
Open up communications with inmate rather than shutting it off
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

9. Identify that inferences are more likely to be...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

10. 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)
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
Refer the inmate to a counselor or other specialist at the facility

11. Identify various necessary elements in checking things out & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) where he/she lives & b) where he/she works & c) where he/she learns
A) where he/she lives & b) where he/she works & c) where he/she learns
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

12. List various basic feeling words & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

13. Define 'responding to content' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

14. Identify steps of responding to content & to include...
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests
A) check things out & b) give a response and reason
A) reflect on What was seen and heard & b) use a responding format

15. Identify the techniques used in asking questions & to include...
A) volume & b) emotion & c) pitch
Selecting the best way to make requests
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use the 5WH method & b) reflect on answers and recycle

16. Identify techniques to use in taking action & 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) inform & b) persuade & c) entertain & d) indicate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'

17. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Holding your body in such a way to show strength & confidence & interest and control
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) handling requests & b) making requests & c) reinforcing behavior

18. Identify the components of the 5WH method as asking...
A) volume & b) emotion & c) pitch
Active involvement in most activities
A) who & b) what & c) why & d) where & e) when & f) how
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

19. Identify aspects considered during the initial stage of observing & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and intensity & b) respond to feeling
A) behavior & b) appearance & c) environment
A) low & b) moderate & c) high

20. Explain that nonverbal communication can...

21. Identify components of good posturing & 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
Ability to control inmate behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

22. Identify the steps involved in 'sizing up a situation &' to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use the 5WH method & b) reflect on answers and recycle
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason

23. Identify several things an officer might look for when first coming on shift & to include...
A) low & b) moderate & c) high
A) who & b) what & c) why & d) where & e) when & f) how
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

24. Identify the elements of reinforcing behavior as...
Selecting the best way to make requests
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling

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

26. List the application skills used in controlling behavior as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior

27. Identify that inferences are more likely to be...
Reflect a person's prejudice and attitude
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

28. Identify one major element of positioning & to include...
A) content & b) feeling & c) feeling and meaning
Keeping a safe distance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

29. Identify the three basic environments of every individual & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) where he/she lives & b) where he/she works & c) where he/she learns
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
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

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

31. Define 'softening a request' as...
Keeping a safe distance
Refer the inmate to a counselor or other specialist at the facility
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

32. Identify the levels of responding & to include...
Transmission and receipt of a message to effect some kind of action
A) content & b) feeling & c) feeling and meaning
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

34. Explain 'sizing up a situation as...
A) check things out & b) give a response and reason
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) responding & b) asking questions

35. Identify the steps in handling request & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) give a response and reason
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

36. Explain that the statement 'human actions determine human reactions' means...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

37. Identify one primary components of observing & to include...
Look carefully
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
Reflect a person's prejudice and attitude

38. Identify several things an officer might look for when first coming on shift & to include...
A) who & b) what & c) why & d) where & e) when & f) how
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

39. Identify two primary components of observing & to include...
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
Holding your body in such a way to show strength & confidence & interest and control
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

40. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action

41. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) behavior & b) appearance & c) environment
Look carefully
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

42. Identify one major element of positioning & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance
A) behavior & b) appearance & c) environment

43. Define 'controlling behavior' as...
Active involvement in most activities
A) responding & b) asking questions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

44. Identify the techniques used in asking questions & to include...
Identifying the behavior/action desired
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
Holding your body in such a way to show strength & confidence & interest and control

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

46. Identify the purpose of communication & 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
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
A) ability to size up the situation & b) ability to communicate well with inmates

47. Identify steps in responding to feeling and meaning & to include...
A) reflect on What was seen and heard & b) use a responding format
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Reflect a person's prejudice and attitude
A) reflect on feeling and reason & b) respond to feeling and meaning

48. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) happy & b) angry & c) confused & d) sad & e) scared
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'

49. Identify three characteristics of voice Which may be used to determine intensity & to include...
A polite request & using 'please' or 'would appreciate'
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) volume & b) emotion & c) pitch
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

50. Identify steps in responding to feeling and meaning & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
Reflect a person's prejudice and attitude
A) reflect on feeling and reason & b) respond to feeling and meaning