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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. Two skills an officer needs for effective interpersonal communications...
A) handling requests & b) making requests & c) reinforcing behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) happy & b) angry & c) confused & d) sad & e) scared
A) ability to size up the situation & b) ability to communicate well with inmates

2. Identify the steps involved in 'sizing up a situation &' to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen

3. Explain that questions are used in addition to the basic skills and responding techniques to...
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

4. Identify that inferences are more likely to be...
A) where he/she lives & b) where he/she works & c) where he/she learns
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
A) behavior & b) appearance & c) environment

5. Identify steps involved in making requests & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) take appropriate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

6. Explain clues that can be used to develop inferences & to include...
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values

7. 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) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

8. Identify steps in listening & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

9. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
A) 'You're saying ________' & b) 'You look (or it looks) __________'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) positive & b) negative & c) neutral

10. Define 'responding to feeling' as...
A) ability to size up the situation & b) ability to communicate well with inmates
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
The ability to capture in words the specific feelings being presented by inmate

11. Explain that nonverbal communication can...

12. Identify techniques to use in taking action & to include...
Reflect a person's prejudice and attitude
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Refer the inmate to a counselor or other specialist at the facility

13. Identify two considerations for giving inmate a reason for your response & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Look carefully
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

15. Identify components of good posturing & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

16. 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
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
Selecting the best way to make requests

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

18. Define 'interpersonal communication' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action
The ability to capture in words the specific feelings being presented by inmate

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

20. Explain clues that can be used to develop inferences & to include...
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
Ability to control inmate behavior
A) feeling cues & b) relationships & c) energy levels & d) values

21. Identify one major element of positioning & to include...
Taken very seriously
A) check things out & b) give a response and reason
Selecting the best way to make requests
Keeping a safe distance

22. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use the 5WH method & b) reflect on answers and recycle
A) feeling cues & b) relationships & c) energy levels & d) values

23. 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) where he/she lives & b) where he/she works & c) where he/she learns
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Gathering information quickly and accurately regarding What is occurring in the surroundings

24. Identify that inferences are more likely to be...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

25. Identify one primary components of observing & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Ability to control inmate behavior
A) feeling cues & b) relationships & c) energy levels & d) values
Look carefully

26. Identify the 'add-on' skills in interpersonal communication & to include...
Identifying the behavior/action desired
A) responding & b) asking questions
Look carefully
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

27. Identify the techniques used in asking questions & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) use the 5WH method & b) reflect on answers and recycle
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)
Open up communications with inmate rather than shutting it off

28. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) happy & b) angry & c) confused & d) sad & e) scared
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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)

29. Identify the steps in handling request & to include...
A) responding & b) asking questions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Reflect a person's prejudice and attitude
A) check things out & b) give a response and reason

30. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
Selecting the best way to make requests

31. Identify two primary components of observing & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) handling requests & b) making requests & c) reinforcing behavior

32. Identify the major categories of energy levels and describe their respective characteristics 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)
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high

33. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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
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

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Open up communications with inmate rather than shutting it off
Taken very seriously
A) reflect on feeling and reason & b) respond to feeling and meaning
Active involvement in most activities

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

36. Identify the 'add-on' skills in interpersonal communication & to include...
A) volume & b) emotion & c) pitch
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
A) responding & b) asking questions

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

38. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) happy & b) angry & c) confused & d) sad & e) scared

39. Identify the components of the 5WH method as asking...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Ability to control inmate behavior
Taken very seriously
A) who & b) what & c) why & d) where & e) when & f) how

40. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A polite request & using 'please' or 'would appreciate'
Ability to control inmate behavior
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

41. 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on What was seen and heard & b) use a responding format
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

42. Identify the levels of responding & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Keeping a safe distance
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

43. Identify various necessary elements in checking things out & 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) ability to size up the situation & b) ability to communicate well with inmates
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

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

45. Identify the elements of reinforcing behavior as...
A) reflect on What was seen and heard & b) use a responding format
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
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)

46. List various basic feeling words & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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) 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

47. 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) __________'
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

48. Identify steps of responding to content & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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) reflect on What was seen and heard & b) use a responding format
A) 'You're saying ________' & b) 'You look (or it looks) __________'

49. Explain 'sizing up a situation as...
A) content & b) feeling & c) feeling and meaning
A) check things out & b) take appropriate action
Gathering information quickly and accurately regarding What is occurring in the surroundings
Look carefully

50. Identify various necessary elements in checking things out & to include...
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on feeling and intensity & b) respond to feeling