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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 ' direct request format' as...
Taken very seriously
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Identifying the behavior/action desired

2. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) feeling cues & b) relationships & c) energy levels & d) values
A) volume & b) emotion & c) pitch
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

3. Identify that inferences are more likely to be...
Ability to control inmate behavior
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

4. Explain clues that can be used to develop inferences & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) feeling cues & b) relationships & c) energy levels & d) values
Keeping a safe distance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

5. Identify the steps involved in 'sizing up a situation &' to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) position & b) observe & c) posture & d) listen

6. Identify steps in listening & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

7. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities
A) reflect on feeling and intensity & b) respond to feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

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

9. Identify the elements of reinforcing behavior as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Reflect a person's prejudice and attitude
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

10. Define 'posturing' as...
Identifying the behavior/action desired
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Holding your body in such a way to show strength & confidence & interest and control
The ability to capture in words the specific feelings being presented by inmate

11. Identify one consideration for giving inmate a reason for your response & to include...
A polite request & using 'please' or 'would appreciate'
A) check things out & b) take appropriate action
Keeping a safe distance
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

12. Identify steps in responding to feeling & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning

13. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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
A) behavior & b) appearance & c) environment

14. Define 'controlling behavior' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Look carefully
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

15. Identify steps in responding to feeling and meaning & to include...
Look carefully
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

16. Identify one primary components of observing & to include...
Look carefully
Refer the inmate to a counselor or other specialist at the facility
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired

17. Identify that inferences are more likely to be...
A) check things out & b) take appropriate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Keeping a safe distance
Holding your body in such a way to show strength & confidence & interest and control

18. List various basic feeling words & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

19. Identify the levels of responding & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) use the 5WH method & b) reflect on answers and recycle

20. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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)

21. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) use the 5WH method & b) reflect on answers and recycle
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

22. Identify aspects considered during the initial stage of observing & to include...
Look carefully
A) behavior & b) appearance & c) environment
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) positive & b) negative & c) neutral

23. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

24. Identify one consideration for giving inmate a reason for your response & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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
Active involvement in most activities

25. Explain that the statement 'human actions determine human reactions' means...
A) inform & b) persuade & c) entertain & d) indicate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Selecting the best way to make requests
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

26. Identify the categories of relationships and feelings as...
Open up communications with inmate rather than shutting it off
A) check things out & b) give a response and reason
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'

27. Identify one major element of positioning & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) volume & b) emotion & c) pitch
Keeping a safe distance

28. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to capture in words the specific feelings being presented by inmate

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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Look carefully
Reflect a person's prejudice and attitude

30. Two skills an officer needs for effective interpersonal communications...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) ability to size up the situation & b) ability to communicate well with inmates

31. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

32. List various basic feeling words & to include...
Identifying the behavior/action desired
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior

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

34. Identify the major categories of energy levels and describe their respective characteristics as...
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
Taken very seriously
A) feeling cues & b) relationships & c) energy levels & d) values

35. Explain that the statement 'human actions determine human reactions' means...
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) 'You're saying ________' & b) 'You look (or it looks) __________'
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

36. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) who & b) what & c) why & d) where & e) when & f) how
A) where he/she lives & b) where he/she works & c) where he/she learns

37. Identify various necessary elements in checking things out & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Reflect a person's prejudice and attitude
Taken very seriously
A) position & b) observe & c) posture & d) listen

38. Identify the components of the 5WH method as asking...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A polite request & using 'please' or 'would appreciate'
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) take appropriate action

39. List the application skills used in controlling behavior as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Selecting the best way to make requests
A) handling requests & b) making requests & c) reinforcing behavior

40. Explain that questions are used in addition to the basic skills and responding techniques to...
A) check things out & b) take appropriate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action

41. Define 'softening a request' 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) position & b) observe & c) posture & d) listen
A) happy & b) angry & c) confused & d) sad & e) scared

42. Identify the components of the 5WH method as asking...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities
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)

43. Explain 'sizing up a situation as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Identifying the behavior/action desired

44. Identify several things an officer might look for when first coming on shift & to include...
A) content & b) feeling & c) feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) behavior & b) appearance & c) environment
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

45. Identify two considerations for giving inmate a reason for your response & 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) check things out & b) give a response and reason
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

46. List the application skills used in controlling behavior as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use the 5WH method & b) reflect on answers and recycle
The ability to capture in words the specific feelings being presented by inmate
A) handling requests & b) making requests & c) reinforcing behavior

47. Identify steps in responding to feeling & to include...
Keeping a safe distance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

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

49. Identify the 'add-on' skills in interpersonal communication & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) responding & b) asking questions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) take appropriate action

50. Identify steps involved in making requests & to include...
Keeping a safe distance
Look carefully
A) check things out & b) give a response and reason
A) check things out & b) take appropriate action