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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 ' direct request format' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired
The ability to capture in words the specific feelings being presented by inmate

2. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taken very seriously
Refer the inmate to a counselor or other specialist at the facility

3. Explain that questions are used in addition to the basic skills and responding techniques to...
Identifying the behavior/action desired
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

4. Identify the techniques used in asking questions & 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) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings

5. 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) inform & b) persuade & c) entertain & d) indicate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taken very seriously
A) who & b) what & c) why & d) where & e) when & f) how

6. Identify the three basic environments of every individual & to include...
A) reflect on What was seen and heard & b) use a responding format
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle
A) where he/she lives & b) where he/she works & c) where he/she learns

7. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) volume & b) emotion & c) pitch
A) low & b) moderate & c) high
Active involvement in most activities

8. Define 'taking action' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

9. Define 'controlling behavior' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) give a response and reason
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

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)
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
A) who & b) what & c) why & d) where & e) when & f) how

11. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on What was seen and heard & b) use a responding format
Open up communications with inmate rather than shutting it off

12. Identify the levels of responding & to include...
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

13. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Selecting the best way to make requests
A) positive & b) negative & c) neutral
A) handling requests & b) making requests & c) reinforcing behavior

14. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
Active involvement in most activities
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) positive & b) negative & c) neutral

15. Identify one consideration for giving inmate a reason for your response & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

16. Identify steps of responding to content & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on What was seen and heard & b) use a responding format
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Refer the inmate to a counselor or other specialist at the facility

17. Identify the categories of relationships and feelings as...
A) responding & b) asking questions
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) positive & b) negative & c) neutral

18. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Ability to control inmate behavior
A) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

19. Identify the three basic environments of every individual & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) where he/she lives & b) where he/she works & c) where he/she learns
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

20. Identify the major categories of energy levels and describe their respective characteristics as...
A) check things out & b) take appropriate action
A) low & b) moderate & c) high
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) give a response and reason

21. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) positive & b) negative & c) neutral
Gathering information quickly and accurately regarding What is occurring in the surroundings

22. Identify components of good posturing & to include...
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
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

23. Identify steps in responding to feeling & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and intensity & b) respond to feeling
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

24. Define 'softening a request' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

25. Identify the categories of relationships and feelings as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously
A) positive & b) negative & c) neutral
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

26. Two skills an officer needs for effective interpersonal communications...
A) position & b) observe & c) posture & d) listen
Reflect a person's prejudice and attitude
A) ability to size up the situation & b) ability to communicate well with inmates
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

27. List various basic feeling words & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) happy & b) angry & c) confused & d) sad & e) scared
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) take appropriate action

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

29. Explain that questions are used in addition to the basic skills and responding techniques to...
Ability to control inmate behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Open up communications with inmate rather than shutting it off

30. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Reflect a person's prejudice and attitude
Ability to control inmate behavior

31. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) position & b) observe & c) posture & d) listen

32. Identify steps in listening & to include...
A) handling requests & b) making requests & c) reinforcing behavior
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

33. Define 'interpersonal communication' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action
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

34. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
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) 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

35. Identify three characteristics of voice Which may be used to determine intensity & to include...
Open up communications with inmate rather than shutting it off
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch

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

37. Identify the techniques used in asking questions & to include...
Open up communications with inmate rather than shutting it off
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use the 5WH method & b) reflect on answers and recycle

38. Identify various necessary elements in checking things out & to include...
A) responding & b) asking questions
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action

39. Identify one primary components of observing & to include...
A) check things out & b) take appropriate action
Look carefully
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reflect on feeling and reason & b) respond to feeling and meaning

40. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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
A) responding & b) asking questions
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)

41. 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taken very seriously
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

42. Identify that inferences are more likely to be...
A) use the 5WH method & b) reflect on answers and recycle
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

43. Identify that inferences are more likely to be...
A) reflect on feeling and intensity & b) respond to feeling
A) volume & b) emotion & c) pitch
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

44. Define 'interpersonal communication' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Transmission and receipt of a message to effect some kind of action
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

45. Define 'responding to content' as...
Holding your body in such a way to show strength & confidence & interest and control
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Look carefully
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

46. 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) feeling cues & b) relationships & c) energy levels & d) values
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to capture in words the specific feelings being presented by inmate

47. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Transmission and receipt of a message to effect some kind of action

48. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Identifying the behavior/action desired
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use the 5WH method & b) reflect on answers and recycle

49. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
A) positive & b) negative & c) neutral
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. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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 What was seen and heard & b) use a responding format