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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) inform & b) persuade & c) entertain & d) indicate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch

2. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) where he/she lives & b) where he/she works & c) where he/she learns

3. Explain that nonverbal communication can...

4. List the application skills used in controlling behavior as...
A) behavior & b) appearance & c) environment
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) handling requests & b) making requests & c) reinforcing behavior
Taken very seriously

5. Identify various questions to be asked in reflecting & 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) handling requests & b) making requests & c) reinforcing behavior
Refer the inmate to a counselor or other specialist at the facility
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

6. 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
Taken very seriously
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Ability to control inmate behavior

7. Explain that nonverbal communication can...

8. Identify the purpose of communication & to include...
Active involvement in most activities
A) happy & b) angry & c) confused & d) sad & e) scared
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action

9. Define ' direct request format' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Identifying the behavior/action desired

10. Identify three characteristics of voice Which may be used to determine intensity & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) volume & b) emotion & c) pitch
Gathering information quickly and accurately regarding What is occurring in the surroundings
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

11. Identify several things an officer might look for when first coming on shift & 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
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

12. Identify three major elements of positioning & to include...
Refer the inmate to a counselor or other specialist at the facility
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) give a response and reason
A) reflect on feeling and intensity & b) respond to feeling

13. Identify the 'add-on' skills in interpersonal communication & to include...
Transmission and receipt of a message to effect some kind of action
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions

14. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) behavior & b) appearance & c) environment
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude

15. Identify various necessary elements in checking things out & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use the 5WH method & b) reflect on answers and recycle
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) behavior & b) appearance & c) environment

16. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Selecting the best way to make requests
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

17. Identify one primary components of observing & to include...
Look carefully
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning

18. Define 'responding to feeling' as...
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
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

19. Identify components of good posturing & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Selecting the best way to make requests

20. Identify the categories of relationships and feelings as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) positive & b) negative & c) neutral
Identifying the behavior/action desired
Taken very seriously

21. Explain that the statement 'human actions determine human reactions' means...
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
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

22. Identify the elements of reinforcing behavior as...
A) ability to size up the situation & b) ability to communicate well with inmates
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action

23. Identify aspects considered during the initial stage of observing & to include...
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and reason & b) respond to feeling and meaning
A) content & b) feeling & c) feeling and meaning
A) behavior & b) appearance & c) environment

24. Identify two primary components of observing & to include...
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) inform & b) persuade & c) entertain & d) indicate action

25. Define 'controlling behavior' as...
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

26. Identify aspects considered during the initial stage of observing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) behavior & b) appearance & c) environment
Ability to control inmate behavior
A) check things out & b) give a response and reason

27. Identify one consideration for giving inmate a reason for your response & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
A) position & b) observe & c) posture & d) listen

28. Explain 'sizing up a situation as...
A) content & b) feeling & c) feeling and meaning
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

30. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
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) 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

31. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taken very seriously
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
Ability to control inmate behavior

32. Explain clues that can be used to develop inferences & to include...
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values
Open up communications with inmate rather than shutting it off
A) reflect on feeling and reason & b) respond to feeling and meaning

33. Identify the components of the 5WH method as asking...
Look carefully
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) who & b) what & c) why & d) where & e) when & f) how
A polite request & using 'please' or 'would appreciate'

34. Identify three characteristics of voice Which may be used to determine intensity & to include...
Taken very seriously
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)
A polite request & using 'please' or 'would appreciate'

35. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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) content & b) feeling & c) feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

36. Two skills an officer needs for effective interpersonal communications...
Open up communications with inmate rather than shutting it off
A polite request & using 'please' or 'would appreciate'
A) ability to size up the situation & b) ability to communicate well with inmates
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

37. Define 'taking action' as...
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
Selecting the best way to make requests
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Active involvement in most activities
Refer the inmate to a counselor or other specialist at the facility
A) behavior & b) appearance & c) environment

40. Identify steps involved in making requests & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) check things out & b) take appropriate action
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates

41. Identify the elements of reinforcing behavior as...
A) reflect on feeling and intensity & b) respond to feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

42. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action

43. Identify the steps in handling request & to include...
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) check things out & b) give a response and reason

44. 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) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior

45. Identify several things an officer might look for when first coming on shift & to include...
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) responding & b) asking questions

46. Identify steps of responding to content & to include...
A) check things out & b) take appropriate action
A) responding & b) asking questions
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

47. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
Look carefully
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

48. Identify the three basic environments of every individual & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

49. Define 'responding to content' as...
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
A) position & b) observe & c) posture & d) listen
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

50. Identify steps involved in making requests & to include...
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)
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) take appropriate action