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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 'controlling behavior' as...
Reflect a person's prejudice and attitude
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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

2. Define 'softening a request' as...
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
A) who & b) what & c) why & d) where & e) when & f) how
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

3. Identify one primary components of observing & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Look carefully
A polite request & using 'please' or 'would appreciate'

4. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
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
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously

5. Define 'responding to feeling' as...
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate
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

6. Identify the purpose of communication & to include...
Keeping a safe distance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

7. Identify three characteristics of voice Which may be used to determine intensity & 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) content & b) feeling & c) feeling and meaning
A) volume & b) emotion & c) pitch

8. Identify steps in responding to feeling and meaning & to include...
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off
A) reflect on feeling and reason & b) respond to feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

9. Identify the 'add-on' skills in interpersonal communication & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) responding & b) asking questions
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) happy & b) angry & c) confused & d) sad & e) scared

10. Identify various necessary elements in checking things out & to include...
Taken very seriously
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) behavior & b) appearance & c) environment

11. Identify several things an officer might look for when first coming on shift & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously
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

12. 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...
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)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously

13. Identify various questions to be asked in reflecting & to include...
Identifying the behavior/action desired
Selecting the best way to make requests
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

14. Define 'interpersonal communication' as...
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
Transmission and receipt of a message to effect some kind of action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

15. Identify the three basic environments of every individual & to include...
A) positive & b) negative & c) neutral
A) where he/she lives & b) where he/she works & c) where he/she learns
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

16. Identify the steps involved in 'sizing up a situation &' to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The ability to capture in words the specific feelings being presented by inmate
A) position & b) observe & c) posture & d) listen

17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Keeping a safe distance
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
Active involvement in most activities

18. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) use the 5WH method & b) reflect on answers and recycle
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Transmission and receipt of a message to effect some kind of action

19. Identify several things an officer might look for when first coming on shift & 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Keeping a safe distance

20. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
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) low & b) moderate & c) high

21. Define ' direct request format' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Identifying the behavior/action desired
A) content & b) feeling & c) 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

22. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

23. Identify the components of the 5WH method as asking...
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

24. Identify one major element of positioning & 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
Keeping a safe distance
Identifying the behavior/action desired
A) positive & b) negative & c) neutral

25. Define 'posturing' as...
A) inform & b) persuade & c) entertain & d) indicate action
The ability to capture in words the specific feelings being presented by 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

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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)
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

28. Identify steps in listening & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

29. Identify two considerations for giving inmate a reason for your response & 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
Refer the inmate to a counselor or other specialist at the facility
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior

30. Identify the purpose of communication & to include...
Identifying the behavior/action desired
Look carefully
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) inform & b) persuade & c) entertain & d) indicate action

31. Identify steps involved in making requests & to include...
Look carefully
A) reflect on feeling and intensity & b) respond to feeling
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action

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

33. Identify the elements of reinforcing behavior as...
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on What was seen and heard & b) use a responding format
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

35. Identify the techniques used in asking questions & 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) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) give a response and reason

36. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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)

37. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior
A) responding & b) asking questions
A) check things out & b) take appropriate action

38. Explain that nonverbal communication can...

39. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A polite request & using 'please' or 'would appreciate'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

40. Define 'responding to content' as...
A) behavior & b) appearance & c) environment
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

41. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Refer the inmate to a counselor or other specialist at the facility

42. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reflect on What was seen and heard & b) use a responding format
Selecting the best way to make requests

43. Identify the levels of responding & to include...
Active involvement in most activities
A) content & b) feeling & c) feeling and meaning
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) behavior & b) appearance & c) environment

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

45. Identify steps in responding to feeling & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and intensity & b) respond to feeling
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch

46. Define 'softening a request' as...
A) reflect on feeling and intensity & b) respond to feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) behavior & b) appearance & c) environment
A) feeling cues & b) relationships & c) energy levels & d) values

47. Explain 'sizing up a situation as...
Identifying the behavior/action desired
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
Gathering information quickly and accurately regarding What is occurring in the surroundings

48. Identify the 'add-on' skills in interpersonal communication & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Selecting the best way to make requests
A) responding & b) asking questions

49. 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) inform & b) persuade & c) entertain & d) indicate action
A) content & b) feeling & c) feeling and meaning
Taken very seriously

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