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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 the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) where he/she lives & b) where he/she works & c) where he/she learns
A) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values

2. Explain that nonverbal communication can...

3. Define 'reinforcing behavior' as...
Look carefully
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

4. Explain 'sizing up a situation as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

5. Identify the components of the 5WH method as asking...
Selecting the best way to make requests
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) who & b) what & c) why & d) where & e) when & f) how

6. Identify the steps involved in 'sizing up a situation &' to include...
A) positive & b) negative & c) neutral
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
A) volume & b) emotion & c) pitch

7. Identify aspects considered during the initial stage of observing & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taken very seriously
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment

8. Explain that the statement 'human actions determine human reactions' means...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

9. Identify that inferences are more likely to be...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) behavior & b) appearance & c) environment

10. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
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) happy & b) angry & c) confused & d) sad & e) scared
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)

11. Identify techniques to use in taking action & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

12. Identify various necessary elements in checking things out & to include...
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

13. Identify the steps in handling request & to include...
A) position & b) observe & c) posture & d) listen
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
A) behavior & b) appearance & c) environment

14. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
A) handling requests & b) making requests & c) reinforcing behavior

15. 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
A polite request & using 'please' or 'would appreciate'
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control

16. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
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) who & b) what & c) why & d) where & e) when & f) how

17. Define 'taking action' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Selecting the best way to make requests
A) positive & b) negative & c) neutral

18. Define 'taking action' as...
Selecting the best way to make requests
Taken very seriously
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

19. Identify steps of responding to content & to include...
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns
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

20. Identify one consideration for giving inmate a reason for your response & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns
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) behavior & b) appearance & c) environment

21. Identify the three basic environments of every individual & 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) behavior & b) appearance & c) environment
Ability to control inmate behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

22. Identify the components of the 5WH method as asking...
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
A) who & b) what & c) why & d) where & e) when & f) how
Reflect a person's prejudice and attitude

23. Explain clues that can be used to develop inferences & 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) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

24. Explain that nonverbal communication can...

25. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Open up communications with inmate rather than shutting it off
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on What was seen and heard & b) use a responding format
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

26. Two skills an officer needs for effective interpersonal communications...
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) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on What was seen and heard & b) use a responding format
A) happy & b) angry & c) confused & d) sad & e) scared

27. Identify steps involved in making requests & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Reflect a person's prejudice and attitude
A) check things out & b) take appropriate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

28. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) use the 5WH method & b) reflect on answers and recycle
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

29. Identify one major element of positioning & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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
Keeping a safe distance

30. Identify the purpose of communication & 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) inform & b) persuade & c) entertain & d) indicate action
A) happy & b) angry & c) confused & d) sad & e) scared
Look carefully

31. Identify the 'add-on' skills in interpersonal communication & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) responding & b) asking questions

32. Identify the categories of relationships and feelings as...
A) where he/she lives & b) where he/she works & c) where he/she learns
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
A) positive & b) negative & c) neutral

33. Identify components of good posturing & 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
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

34. Identify various necessary elements in checking things out & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) check things out & b) give a response and reason
Look carefully

35. Identify one primary components of observing & to include...
A) volume & b) emotion & c) pitch
A) ability to size up the situation & b) ability to communicate well with inmates
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Look carefully

36. 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...
Active involvement in most activities
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) who & b) what & c) why & d) where & e) when & f) how
Taken very seriously

37. Identify the elements of reinforcing behavior as...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

38. Define 'softening a request' as...
A) ability to size up the situation & b) ability to communicate well with inmates
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
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

39. Identify steps involved in making requests & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) take appropriate action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Reflect a person's prejudice and attitude

40. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) behavior & b) appearance & c) environment
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

41. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Gathering information quickly and accurately regarding What is occurring in the surroundings
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) happy & b) angry & c) confused & d) sad & e) scared

42. Identify aspects considered during the initial stage of observing & to include...
A) low & b) moderate & c) high
Taken very seriously
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment

43. Identify steps in listening & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Holding your body in such a way to show strength & confidence & interest and control

44. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Look carefully

45. Define ' direct request format' as...
A) volume & b) emotion & c) pitch
Reflect a person's prejudice and attitude
Identifying the behavior/action desired
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)

46. Identify steps in responding to feeling and meaning & 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
Identifying the behavior/action desired
Open up communications with inmate rather than shutting it off
A) reflect on feeling and reason & b) respond to feeling and meaning

47. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) low & b) moderate & c) high

48. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) reflect on What was seen and heard & b) use a responding format
A) content & b) feeling & c) feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

49. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) take appropriate action
Look carefully
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

50. Identify one consideration for giving inmate a reason for your response & to include...
Active involvement in most activities
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) position & b) observe & c) posture & d) listen