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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 characteristics of voice Which may be used to determine intensity & to include...
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) volume & b) emotion & c) pitch
Look carefully
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

2. Identify the major categories of energy levels and describe their respective characteristics as...
Holding your body in such a way to show strength & confidence & interest and control
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) low & b) moderate & c) high
A) behavior & b) appearance & c) environment

3. Explain that questions are used in addition to the basic skills and responding techniques to...
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action

4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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)
A) volume & b) emotion & c) pitch
Active involvement in most activities

5. Identify components of good posturing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

6. Identify techniques to use in taking action & to include...
A) check things out & b) take appropriate action
A) position & b) observe & c) posture & d) listen
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

7. Define ' direct request format' as...
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)
Identifying the behavior/action desired
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 reason & b) respond to feeling and meaning

8. Identify the steps involved in 'sizing up a situation &' to include...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

9. Identify that inferences are more likely to 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
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

10. Explain that the statement 'human actions determine human reactions' means...
Look carefully
Keeping a safe distance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Reflect a person's prejudice and attitude

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

12. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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
A) low & b) moderate & c) high
Ability to control inmate behavior
Keeping a safe distance

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

14. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) position & b) observe & c) posture & d) listen
Transmission and receipt of a message to effect some kind of action
Open up communications with inmate rather than shutting it off

15. 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) happy & b) angry & c) confused & d) sad & e) scared
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) where he/she lives & b) where he/she works & c) where he/she learns

16. Explain that nonverbal communication can...

17. Define 'interpersonal communication' as...
Look carefully
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) where he/she lives & b) where he/she works & c) where he/she learns
Transmission and receipt of a message to effect some kind of action

18. 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...
Active involvement in most activities
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously

19. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) happy & b) angry & c) confused & d) sad & e) scared
Ability to control inmate behavior

20. Identify steps in responding to feeling and meaning & to include...
Selecting the best way to make requests
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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 reason & b) respond to feeling and meaning

21. Define 'controlling behavior' as...
Taken very seriously
A polite request & using 'please' or 'would appreciate'
Identifying the behavior/action desired
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

22. Identify the categories of relationships and feelings as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities

23. Identify steps in responding to feeling & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) positive & b) negative & c) neutral
A) reflect on feeling and intensity & b) respond to feeling

24. Identify one primary components of observing & 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
Look carefully
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior

25. Identify the levels of responding & to include...
Refer the inmate to a counselor or other specialist at the facility
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

26. Identify three major elements of positioning & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) feeling cues & b) relationships & c) energy levels & d) values
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

27. Identify one primary components of observing & to include...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Look carefully

28. Identify several things an officer might look for when first coming on shift & to include...
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns

29. Identify steps of responding to content & 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) 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
Selecting the best way to make requests

30. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) positive & b) negative & c) neutral
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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

31. Two skills an officer needs for effective interpersonal communications...
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) ability to size up the situation & b) ability to communicate well with inmates

32. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A polite request & using 'please' or 'would appreciate'
A) positive & b) negative & c) neutral

33. Identify components of good posturing & to include...
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) low & b) moderate & c) high
A) check things out & b) take appropriate action

34. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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) __________'
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

35. Identify the components of the 5WH method as asking...
A) behavior & b) appearance & c) environment
A) who & b) what & c) why & d) where & e) when & f) how
Taken very seriously
Reflect a person's prejudice and attitude

36. Identify one consideration for giving inmate a reason for your response & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Reflect a person's prejudice and attitude
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) responding & b) asking questions

37. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Transmission and receipt of a message to effect some kind of action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Holding your body in such a way to show strength & confidence & interest and control
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

38. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Reflect a person's prejudice and attitude
Look carefully
Selecting the best way to make requests

39. 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) feeling cues & b) relationships & c) energy levels & d) values
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
Taken very seriously

40. Identify the levels of responding & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) handling requests & b) making requests & c) reinforcing behavior
A polite request & using 'please' or 'would appreciate'
A) content & b) feeling & c) feeling and meaning

41. Define 'responding to content' as...
The ability to capture in words the specific feelings being presented by inmate
Ability to control inmate behavior
Taken very seriously
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

42. Identify the techniques used in asking questions & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use the 5WH method & b) reflect on answers and recycle

43. Identify three major elements of positioning & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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) low & b) moderate & c) high
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

44. Explain 'sizing up a situation as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

45. Identify two primary components of observing & 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
Identifying the behavior/action desired
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) responding & b) asking questions

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

47. Identify two considerations for giving inmate a reason for your response & 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Identifying the behavior/action desired

48. Explain clues that can be used to develop inferences & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) take appropriate action
A) feeling cues & b) relationships & c) energy levels & d) values
A) position & b) observe & c) posture & d) listen

49. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reflect on What was seen and heard & b) use a responding format
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
Refer the inmate to a counselor or other specialist at the facility
A) feeling cues & b) relationships & c) energy levels & d) values

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