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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. Identify one primary components of observing & to include...
Look carefully
A) positive & b) negative & c) neutral
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

2. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling
A) where he/she lives & b) where he/she works & c) where he/she learns
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

3. Explain 'sizing up a situation as...
A) check things out & b) give a response and reason
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning

4. 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) positive & b) negative & c) neutral
A) low & b) moderate & c) high
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

5. Define 'taking action' as...
A polite request & using 'please' or 'would appreciate'
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
Selecting the best way to make requests

6. Identify two primary components of observing & to include...
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
Identifying the behavior/action desired
Refer the inmate to a counselor or other specialist at the facility

7. Identify the steps involved in 'sizing up a situation &' to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The ability to capture in words the specific feelings being presented by inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) position & b) observe & c) posture & d) listen

8. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

9. Identify the elements of reinforcing behavior as...
Active involvement in most activities
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Transmission and receipt of a message to effect some kind of action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

11. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities
A) behavior & b) appearance & c) environment
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

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

14. 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...
A) inform & b) persuade & c) entertain & d) indicate action
Taken very seriously
A) content & b) feeling & c) feeling and meaning
A) content & b) feeling & c) feeling and meaning

15. Identify the steps in handling request & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

16. 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
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
A) positive & b) negative & c) neutral

17. Explain that questions are used in addition to the basic skills and responding techniques to...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Keeping a safe distance
Open up communications with inmate rather than shutting it off
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

18. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Gathering information quickly and accurately regarding What is occurring in the surroundings

19. Identify steps involved in making requests & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

20. 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Active involvement in most activities

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

22. Define 'interpersonal communication' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) give a response and reason
Transmission and receipt of a message to effect some kind of action

23. Identify components of good posturing & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) inform & b) persuade & c) entertain & d) indicate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Look carefully

24. Define 'interpersonal communication' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Transmission and receipt of a message to effect some kind of action

25. Identify aspects considered during the initial stage of observing & 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

26. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude
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

27. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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) inform & b) persuade & c) entertain & d) indicate action
Refer the inmate to a counselor or other specialist at the facility

28. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The ability to capture in words the specific feelings being presented by inmate

29. Define 'responding to feeling' as...
Transmission and receipt of a message to effect some kind of action
Open up communications with inmate rather than shutting it off
The ability to capture in words the specific feelings being presented by inmate
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

30. Identify steps of responding to content & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on What was seen and heard & b) use a responding format
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)

31. Define ' direct request format' as...
Identifying the behavior/action desired
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

32. Define 'controlling behavior' as...
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
Refer the inmate to a counselor or other specialist at the facility
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

33. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and reason & b) respond to feeling and meaning
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

34. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Open up communications with inmate rather than shutting it off
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

35. 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...
A) behavior & b) appearance & c) environment
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) take appropriate action

36. Identify the categories of relationships and feelings as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) positive & b) negative & c) neutral
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings

37. Identify steps in listening & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Transmission and receipt of a message to effect some kind of action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

38. Two skills an officer needs for effective interpersonal communications...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) positive & b) negative & c) neutral

39. Identify one major element of positioning & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Keeping a safe distance
Ability to control inmate behavior

40. Define 'responding to content' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taken very seriously
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

41. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) responding & b) asking questions

42. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Selecting the best way to make requests
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Look carefully

43. Identify various questions to be asked in reflecting & to include...
The ability to capture in words the specific feelings being presented by inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

44. Identify three major elements of positioning & to include...
Look carefully
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

45. Identify the 'add-on' skills in interpersonal communication & to include...
A) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) responding & b) asking questions

46. Identify steps of responding to content & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
A) volume & b) emotion & c) pitch

47. Identify steps in responding to feeling & to include...
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
A) reflect on feeling and intensity & b) respond to feeling
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

48. Define 'taking action' as...
Selecting the best way to make requests
A) content & b) feeling & c) feeling and meaning
A polite request & using 'please' or 'would appreciate'
A) check things out & b) give a response and reason

49. Identify the components of the 5WH method as asking...
The ability to capture in words the specific feelings being presented by inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) who & b) what & c) why & d) where & e) when & f) how

50. Identify several things an officer might look for when first coming on shift & to include...
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
A polite request & using 'please' or 'would appreciate'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward