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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 steps involved in making requests & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action

2. Identify the techniques used in asking questions & 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) feeling cues & b) relationships & c) energy levels & d) values
Identifying the behavior/action desired
A) use the 5WH method & b) reflect on answers and recycle

3. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

4. Identify various necessary elements in checking things out & 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use the 5WH method & b) reflect on answers and recycle

5. Explain that the statement 'human actions determine human reactions' means...
A) position & b) observe & c) posture & d) listen
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
Reflect a person's prejudice and attitude

6. Explain that questions are used in addition to the basic skills and responding techniques 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)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Open up communications with inmate rather than shutting it off
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

7. 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) positive & b) negative & c) neutral

8. Identify the major categories of energy levels and describe their respective characteristics as...
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning
Ability to control inmate behavior
A) low & b) moderate & c) high

9. 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Reflect a person's prejudice and attitude

10. 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
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on feeling and intensity & b) respond to feeling
Taken very seriously

11. 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior

12. Identify components of good posturing & to include...
A) check things out & b) take appropriate action
A) positive & b) negative & c) neutral
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Keeping a safe distance

13. List the application skills used in controlling behavior as...
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior

14. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Refer the inmate to a counselor or other specialist at the facility
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

15. 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) responding & b) asking questions
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

16. Define 'softening a request' as...
A) handling requests & b) making requests & c) reinforcing behavior
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Transmission and receipt of a message to effect some kind of action
A) happy & b) angry & c) confused & d) sad & e) scared

17. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

18. List various basic feeling words & to include...
A) check things out & b) give a response and reason
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired

19. Identify steps in responding to feeling and meaning & to include...
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
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

20. Identify steps in responding to feeling and meaning & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and reason & b) respond to feeling and meaning
A) position & b) observe & c) posture & d) listen

21. Define 'taking action' as...
A) inform & b) persuade & c) entertain & d) indicate action
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
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

22. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities

23. Identify aspects considered during the initial stage of observing & to include...
Keeping a safe distance
A) where he/she lives & b) where he/she works & c) where he/she learns
Refer the inmate to a counselor or other specialist at the facility
A) behavior & b) appearance & c) environment

24. Identify two primary components of observing & to include...
A) low & b) moderate & c) high
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) check things out & b) give a response and reason
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

26. Identify one primary components of observing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Ability to control inmate behavior
Look carefully
Transmission and receipt of a message to effect some kind of action

27. Identify two considerations for giving inmate a reason for your response & to include...
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle
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) reflect on feeling and intensity & b) respond to feeling

28. Define 'responding to content' as...
Active involvement in most activities
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

29. Identify one major element of positioning & to include...
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
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)
Keeping a safe distance
Selecting the best way to make requests

30. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) feeling cues & b) relationships & c) energy levels & d) values
A polite request & using 'please' or 'would appreciate'

31. Identify various necessary elements in checking things out & to include...
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Selecting the best way to make requests

32. Define 'posturing' as...
Taken very seriously
Open up communications with inmate rather than shutting it off
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

33. Identify the 'add-on' skills in interpersonal communication & to include...
Refer the inmate to a counselor or other specialist at the facility
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions
A) positive & b) negative & c) neutral

34. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) position & b) observe & c) posture & d) listen
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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

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36. Define 'responding to feeling' as...
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 ability to capture in words the specific feelings being presented by inmate
A) who & b) what & c) why & d) where & e) when & f) how
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

37. 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) position & b) observe & c) posture & d) listen
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) volume & b) emotion & c) pitch

38. Define 'responding to content' as...
Holding your body in such a way to show strength & confidence & interest and control
Look carefully
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

39. Identify components of good posturing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and reason & b) respond to feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings

40. Identify the three basic environments of every individual & to include...
Open up communications with inmate rather than shutting it off
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

41. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) volume & b) emotion & c) pitch

42. Explain 'sizing up a situation 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)
Gathering information quickly and accurately regarding What is occurring in the surroundings
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
Refer the inmate to a counselor or other specialist at the facility

43. Define 'controlling behavior' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) position & b) observe & c) posture & d) listen
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

44. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) content & b) feeling & c) feeling and meaning
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
Open up communications with inmate rather than shutting it off

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

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46. Identify one consideration for giving inmate a reason for your response & to include...
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) take appropriate 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) responding & b) asking questions

47. Identify the purpose of communication & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action
A) happy & b) angry & c) confused & d) sad & e) scared
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

48. Define 'controlling behavior' as...
A) volume & b) emotion & c) pitch
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
Transmission and receipt of a message to effect some kind of action

49. List the application skills used in controlling behavior as...
A) use the 5WH method & b) reflect on answers and recycle
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on What was seen and heard & b) use a responding format

50. 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
Transmission and receipt of a message to effect some kind of action
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off