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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. 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) check things out & b) give a response and reason
A) positive & b) negative & c) neutral
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

2. List the application skills used in controlling behavior as...
A) inform & b) persuade & c) entertain & d) indicate action
A) handling requests & b) making requests & c) reinforcing behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) content & b) feeling & c) feeling and meaning

3. Identify aspects considered during the initial stage of observing & to include...
Open up communications with inmate rather than shutting it off
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment

4. Identify techniques to use in taking action & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
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) feeling cues & b) relationships & c) energy levels & d) values
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

6. Identify the techniques used in asking questions & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) use the 5WH method & b) reflect on answers and recycle
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

7. Define 'controlling behavior' as...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) position & b) observe & c) posture & d) listen

8. Define 'reinforcing behavior' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on What was seen and heard & b) use a responding format

9. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

10. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

11. 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on What was seen and heard & b) use a responding format

12. Identify the steps involved in 'sizing up a situation &' to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) position & b) observe & c) posture & d) listen
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

14. Identify the techniques used in asking questions & to include...
A) positive & b) negative & c) neutral
A) use the 5WH method & b) reflect on answers and recycle
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

15. Identify two primary components of observing & to include...
Look carefully
Transmission and receipt of a message to effect some kind of action
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

16. Define 'posturing' as...
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
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

17. Define 'softening a request' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Identifying the behavior/action desired
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

18. Identify one major element of positioning & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Keeping a safe distance
Selecting the best way to make requests
A) low & b) moderate & c) high

19. Define 'responding to content' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) happy & b) angry & c) confused & d) sad & e) scared
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

21. Identify the elements of reinforcing behavior as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) who & b) what & c) why & d) where & e) when & f) how
A) position & b) observe & c) posture & d) listen

22. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Refer the inmate to a counselor or other specialist at the facility

23. Identify components of good posturing & to include...
A) behavior & b) appearance & c) environment
A) check things out & b) give a response and reason
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

24. Identify the categories of relationships and feelings as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) positive & b) negative & c) neutral
Reflect a person's prejudice and attitude
A) volume & b) emotion & c) pitch

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Active involvement in most activities

26. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) low & b) moderate & c) high
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch
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)

27. Define 'taking action' as...
Selecting the best way to make requests
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates

28. Identify steps involved in making requests & 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) check things out & b) take appropriate action
Taken very seriously

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
A) positive & b) negative & c) neutral
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

30. Explain that questions are used in addition to the basic skills and responding techniques to...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values

31. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared

32. Identify the elements of reinforcing behavior as...
Taken very seriously
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) ability to size up the situation & b) ability to communicate well with inmates
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) handling requests & b) making requests & c) reinforcing behavior
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)
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

34. 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) 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
Refer the inmate to a counselor or other specialist at the facility

35. 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 polite request & using 'please' or 'would appreciate'
A) feeling cues & b) relationships & c) energy levels & d) values
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

36. Define 'reinforcing behavior' as...
A) positive & b) negative & c) neutral
Transmission and receipt of a message to effect some kind of action
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

37. Identify various necessary elements in checking things out & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) who & b) what & c) why & d) where & e) when & f) how
Refer the inmate to a counselor or other specialist at the facility

38. Identify steps of responding to content & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and reason & b) respond to feeling and meaning
Ability to control inmate behavior

39. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Keeping a safe distance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

40. Define 'taking action' as...
Identifying the behavior/action desired
Keeping a safe distance
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

41. Two skills an officer needs for effective interpersonal communications...
A) positive & b) negative & c) neutral
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
A) ability to size up the situation & b) ability to communicate well with inmates

42. Define 'interpersonal communication' as...
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action

43. Identify two considerations for giving inmate a reason for your response & to include...
A) volume & b) emotion & c) pitch
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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) check things out & b) give a response and reason

44. Define 'interpersonal communication' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action
Ability to control inmate behavior
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

46. Identify one primary components of observing & to include...
Look carefully
A) inform & b) persuade & c) entertain & d) indicate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment

47. List the application skills used in controlling behavior as...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) handling requests & b) making requests & c) reinforcing behavior

48. Explain that questions are used in addition to the basic skills and responding techniques to...
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior
The ability to capture in words the specific feelings being presented by inmate
Open up communications with inmate rather than shutting it off

49. Identify the 'add-on' skills in interpersonal communication & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how
A) responding & b) asking questions
A) check things out & b) give a response and reason

50. Explain that the statement 'human actions determine human reactions' means...
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
A) ability to size up the situation & b) ability to communicate well with inmates
A) volume & b) emotion & c) pitch