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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 three major elements of positioning & to include...
Reflect a person's prejudice and attitude
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) ability to size up the situation & b) ability to communicate well with inmates
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)

2. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

3. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) content & b) feeling & c) feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Active involvement in most activities

4. 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
Refer the inmate to a counselor or other specialist at the facility
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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. 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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) content & b) feeling & c) feeling and meaning
A) low & b) moderate & c) high

6. Identify various questions to be asked in reflecting & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) content & b) feeling & c) feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle

7. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A polite request & using 'please' or 'would appreciate'
Refer the inmate to a counselor or other specialist at the facility
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action

8. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) responding & b) asking questions

9. Explain that the statement 'human actions determine human reactions' means...
A) reflect on What was seen and heard & b) use a responding format
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

10. Two skills an officer needs for effective interpersonal communications...
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) check things out & b) take appropriate action
A) ability to size up the situation & b) ability to communicate well with inmates
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

11. Identify one major element of positioning & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Keeping a safe distance
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously

12. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Reflect a person's prejudice and attitude
A) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests

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

14. 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
A) position & b) observe & c) posture & d) listen
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns

15. Identify that inferences are more likely to be...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) take appropriate action
Taken very seriously

16. Identify techniques to use in taking action & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

17. 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) low & b) moderate & c) high
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

18. Identify one primary components of observing & to include...
Open up communications with inmate rather than shutting it off
Look carefully
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

19. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Refer the inmate to a counselor or other specialist at the facility

20. Explain clues that can be used to develop inferences & to include...
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) 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

21. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) volume & b) emotion & c) pitch
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior

22. Define 'reinforcing behavior' as...
Keeping a safe distance
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

23. Identify the components of the 5WH method as asking...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
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

24. Identify the techniques used in asking questions & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

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

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate
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)

27. Identify the 'add-on' skills in interpersonal communication & 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
A) positive & b) negative & c) neutral
A) responding & b) asking questions
A) reflect on feeling and intensity & b) respond to feeling

28. Explain that questions are used in addition to the basic skills and responding techniques to...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired
A) low & b) moderate & c) high

29. 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
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired
A) position & b) observe & c) posture & d) listen

30. Explain that the statement 'human actions determine human reactions' means...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

31. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) handling requests & b) making requests & c) reinforcing behavior

32. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and reason & b) respond to feeling and meaning
Ability to control inmate behavior

33. Identify the categories of relationships and feelings as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) positive & b) negative & c) neutral
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

34. Identify the three basic environments of every individual & to include...
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
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

35. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

36. Identify various questions to be asked in reflecting & to include...
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A polite request & using 'please' or 'would appreciate'

37. Identify three major elements of positioning & to include...
Refer the inmate to a counselor or other specialist at the facility
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) give a response and reason

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

39. Two skills an officer needs for effective interpersonal communications...
A) who & b) what & c) why & d) where & e) when & f) how
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) ability to size up the situation & b) ability to communicate well with inmates

40. Identify the purpose of communication & to include...
Look carefully
A) reflect on What was seen and heard & b) use a responding format
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) inform & b) persuade & c) entertain & d) indicate action

41. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) content & b) feeling & c) feeling and meaning
Taken very seriously

42. Identify techniques to use in taking action & 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
Holding your body in such a way to show strength & confidence & interest and control
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

43. 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) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

44. Identify steps in listening & to include...
A) content & b) feeling & c) feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taken very seriously
Refer the inmate to a counselor or other specialist at the facility

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

46. Identify one consideration for giving inmate a reason for your response & to include...
A) content & b) feeling & c) feeling and meaning
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
Holding your body in such a way to show strength & confidence & interest and control

47. Identify various necessary elements in checking things out & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason

48. Define 'posturing' as...
A) handling requests & b) making requests & c) reinforcing behavior
Transmission and receipt of a message to effect some kind of action
Transmission and receipt of a message to effect some kind of action
Holding your body in such a way to show strength & confidence & interest and control

49. Explain that questions are used in addition to the basic skills and responding techniques to...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Open up communications with inmate rather than shutting it off
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

50. Define 'posturing' as...
A) reflect on feeling and intensity & b) respond to feeling
A) low & b) moderate & c) high
A) content & b) feeling & c) feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control