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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 'softening a request' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) responding & b) asking questions
A) positive & b) negative & c) neutral

2. Explain that nonverbal communication can...

3. Identify steps involved in making requests & to include...
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) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

4. Identify steps in listening & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taken very seriously

5. Define 'taking action' as...
Selecting the best way to make requests
A) position & b) observe & c) posture & d) listen
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

6. Two skills an officer needs for effective interpersonal communications...
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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) ability to size up the situation & b) ability to communicate well with inmates

7. Identify various questions to be asked in reflecting & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Taken very seriously
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Gathering information quickly and accurately regarding What is occurring in the surroundings

8. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Ability to control inmate behavior
A) inform & b) persuade & c) entertain & d) indicate action

9. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Keeping a safe distance
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates
Transmission and receipt of a message to effect some kind of action

10. Define 'responding to feeling' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to capture in words the specific feelings being presented by inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

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

13. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning

14. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) volume & b) emotion & c) pitch
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

15. Explain 'sizing up a situation as...
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings

16. Identify the 'add-on' skills in interpersonal communication & to include...
Transmission and receipt of a message to effect some kind of action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Identifying the behavior/action desired
A) responding & b) asking questions

17. Identify techniques to use in taking action & to include...
A) responding & b) asking questions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The ability to capture in words the specific feelings being presented by inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

18. Identify the levels of responding & to include...
A) volume & b) emotion & c) pitch
A) responding & b) asking questions
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning

19. Explain that questions are used in addition to the basic skills and responding techniques to...
A) ability to size up the situation & b) ability to communicate well with inmates
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action

20. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format

21. Explain that nonverbal communication can...

22. Two skills an officer needs for effective interpersonal communications...
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) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully

23. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

24. Define 'softening a request' as...
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
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) 'You're saying ________' & b) 'You look (or it looks) __________'

25. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) positive & b) negative & c) neutral
The ability to capture in words the specific feelings being presented by inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

26. Identify components of good posturing & to include...
Transmission and receipt of a message to effect some kind of action
Open up communications with inmate rather than shutting it off
Keeping a safe distance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

27. Identify two primary components of observing & to include...
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) behavior & b) appearance & c) environment
A polite request & using 'please' or 'would appreciate'

28. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) behavior & b) appearance & c) environment
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) inform & b) persuade & c) entertain & d) indicate action
Transmission and receipt of a message to effect some kind of action

29. Define ' direct request format' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired
Reflect a person's prejudice and attitude

30. Define 'reinforcing behavior' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Transmission and receipt of a message to effect some kind of action
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

31. Identify one primary components of observing & to include...
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
Look carefully
A) use the 5WH method & b) reflect on answers and recycle

32. Identify the three basic environments of every individual & to include...
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) content & b) feeling & c) feeling and meaning

33. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Holding your body in such a way to show strength & confidence & interest and control
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

34. Explain clues that can be used to develop inferences & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Keeping a safe distance
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

35. Define 'interpersonal communication' as...
A) positive & b) negative & c) neutral
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Transmission and receipt of a message to effect some kind of action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

36. Identify various necessary elements in checking things out & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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

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

39. List various basic feeling words & 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) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen

40. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Transmission and receipt of a message to effect some kind of action
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

41. Explain that the statement 'human actions determine human reactions' means...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) where he/she lives & b) where he/she works & c) where he/she learns
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

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

43. 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
Taken very seriously
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) where he/she lives & b) where he/she works & c) where he/she learns

44. Identify steps in responding to feeling & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reflect on feeling and intensity & b) respond to feeling

45. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior

46. Identify steps in responding to feeling & to include...
A) volume & b) emotion & c) pitch
Active involvement in most activities
A) reflect on feeling and intensity & b) respond to feeling
A) position & b) observe & c) posture & d) listen

47. Identify steps in listening & to include...
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

48. Define 'reinforcing behavior' as...
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high
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

49. Define 'responding to content' as...
Active involvement in most activities
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) check things out & b) give a response and reason

50. Identify one consideration for giving inmate a reason for your response & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Taken very seriously
Open up communications with inmate rather than shutting it off
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