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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 aspects considered during the initial stage of observing & to include...
Selecting the best way to make requests
A) behavior & b) appearance & c) environment
Look carefully
A) use the 5WH method & b) reflect on answers and recycle

2. Identify the components of the 5WH method as asking...
Active involvement in most activities
Transmission and receipt of a message to effect some kind of action
A) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

3. Identify steps in listening & 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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) volume & b) emotion & c) pitch

4. Define ' direct request format' as...
The ability to capture in words the specific feelings being presented by inmate
A) handling requests & b) making requests & c) reinforcing behavior
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Identifying the behavior/action desired

5. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

6. Identify two primary components of observing & to include...
Selecting the best way to make requests
Open up communications with inmate rather than shutting it off
Reflect a person's prejudice and attitude
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

7. 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...
Taken very seriously
A polite request & using 'please' or 'would appreciate'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use the 5WH method & b) reflect on answers and recycle

8. Identify various necessary elements in checking things out & to include...
Holding your body in such a way to show strength & confidence & interest and control
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) content & b) feeling & c) feeling and meaning

9. 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) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and intensity & b) respond to feeling
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

10. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral

11. Two skills an officer needs for effective interpersonal communications...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously

12. Identify the techniques used in asking questions & to include...
Transmission and receipt of a message to effect some kind of action
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use the 5WH method & b) reflect on answers and recycle

13. Identify steps of responding to content & to include...
A) use the 5WH method & b) reflect on answers and recycle
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on What was seen and heard & b) use a responding format

14. Identify steps in responding to feeling and meaning & to include...
A) check things out & b) take appropriate action
A) responding & b) asking questions
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and reason & b) respond to feeling and meaning

15. Identify steps involved in making requests & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) handling requests & b) making requests & c) reinforcing behavior

16. 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) use the 5WH method & b) reflect on answers and recycle
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to capture in words the specific feelings being presented by inmate

17. Identify the three basic environments of every individual & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) where he/she lives & b) where he/she works & c) where he/she learns
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

18. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) take appropriate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

19. Define 'reinforcing behavior' as...
A) reflect on What was seen and heard & b) use a responding format
Ability to control inmate behavior
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

20. Identify the steps involved in 'sizing up a situation &' to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
A) content & b) feeling & c) feeling and meaning

21. Define 'responding to content' as...
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

22. Identify the steps in handling request & to include...
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) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

24. 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
Refer the inmate to a counselor or other specialist at the facility
A) where he/she lives & b) where he/she works & c) where he/she learns
A) positive & b) negative & c) neutral

25. Identify one consideration for giving inmate a reason for your response & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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
A) content & b) feeling & c) feeling and meaning

26. Identify that inferences are more likely to be...
Holding your body in such a way to show strength & confidence & interest and control
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
The ability to capture in words the specific feelings being presented by inmate

27. Identify one primary components of observing & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Look carefully
A) volume & b) emotion & c) pitch
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

28. List various basic feeling words & to include...
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

29. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) volume & b) emotion & c) pitch
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

30. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) positive & b) negative & c) neutral
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) happy & b) angry & c) confused & d) sad & e) scared

31. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
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
Taken very seriously

32. Explain clues that can be used to develop inferences & to include...
Ability to control inmate behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) feeling cues & b) relationships & c) energy levels & d) values

33. Define 'controlling behavior' as...
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
A) feeling cues & b) relationships & c) energy levels & d) values
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

34. Identify the steps involved in 'sizing up a situation &' 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

35. Identify the elements of reinforcing behavior as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

36. Identify steps of responding to content & to include...
A) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude
A) reflect on What was seen and heard & b) use a responding format
The ability to capture in words the specific feelings being presented by inmate

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) volume & b) emotion & c) pitch
A) who & b) what & c) why & d) where & e) when & f) how
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

38. Two skills an officer needs for effective interpersonal communications...
Ability to control inmate behavior
Holding your body in such a way to show strength & confidence & interest and control
A) ability to size up the situation & b) ability to communicate well with inmates
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

39. Identify three major elements of positioning & to include...
A) behavior & b) appearance & c) environment
Selecting the best way to make requests
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

41. Identify the three basic environments of every individual & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) where he/she lives & b) where he/she works & c) where he/she learns

42. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Active involvement in most activities
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to capture in words the specific feelings being presented by inmate

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

44. Identify steps involved in making requests & to include...
A) responding & b) asking questions
A) check things out & b) take appropriate action
Selecting the best way to make requests
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

45. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
A) inform & b) persuade & c) entertain & d) indicate action

46. Identify the major categories of energy levels and describe their respective characteristics as...
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) low & b) moderate & c) high

47. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

48. Identify two considerations for giving inmate a reason for your response & to include...
A polite request & using 'please' or 'would appreciate'
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

49. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Active involvement in most activities
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
A) positive & b) negative & c) neutral

50. Identify one major element of positioning & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance
Ability to control inmate behavior