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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 various questions to be asked in reflecting & 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
A) who & b) what & c) why & d) where & e) when & f) how
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Identifying the behavior/action desired

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

3. 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) '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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Taken very seriously

4. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Refer the inmate to a counselor or other specialist at the facility
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

5. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Transmission and receipt of a message to effect some kind of action
Look carefully
A) reflect on feeling and reason & b) respond to feeling and meaning
Ability to control inmate behavior

6. Explain 'sizing up a situation as...
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
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle

7. Identify steps in listening & to include...
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
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

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns
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)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

9. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Refer the inmate to a counselor or other specialist at the facility
A) use the 5WH method & b) reflect on answers and recycle

10. Define ' direct request format' as...
A polite request & using 'please' or 'would appreciate'
A) responding & b) asking questions
Identifying the behavior/action desired
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

11. Define 'taking action' as...
A polite request & using 'please' or 'would appreciate'
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns

12. Identify several things an officer might look for when first coming on shift & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Selecting the best way to make requests
Reflect a person's prejudice and attitude
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

13. Identify two primary components of observing & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) low & b) moderate & c) high
A) low & b) moderate & c) high
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

14. Define 'interpersonal communication' as...
Holding your body in such a way to show strength & confidence & interest and control
Transmission and receipt of a message to effect some kind of action
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

15. Identify two considerations for giving inmate a reason for your response & 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
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior

16. Identify aspects considered during the initial stage of observing & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) behavior & b) appearance & c) environment
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control

17. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) position & b) observe & c) posture & d) listen
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior

18. Define 'controlling behavior' as...
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) behavior & b) appearance & c) environment
Taken very seriously

19. Two skills an officer needs for effective interpersonal communications...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) ability to size up the situation & b) ability to communicate well with inmates
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) who & b) what & c) why & d) where & e) when & f) how

20. Identify steps of responding to content & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) behavior & b) appearance & c) environment
A) check things out & b) give a response and reason
A) reflect on What was seen and heard & b) use a responding format

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

22. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Keeping a safe distance
Ability to control inmate behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

23. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on What was seen and heard & b) use a responding format
A) inform & b) persuade & c) entertain & d) indicate action

24. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Selecting the best way to make requests
Look carefully

25. Identify the three basic environments of every individual & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) content & b) feeling & c) feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

26. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Ability to control inmate behavior
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 the 5WH method & b) reflect on answers and recycle

27. Explain that questions are used in addition to the basic skills and responding techniques to...
A) use the 5WH method & b) reflect on answers and recycle
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning

28. Define 'taking action' as...
Look carefully
Open up communications with inmate rather than shutting it off
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

29. Identify the three basic environments of every individual & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) give a response and reason

30. Identify various questions to be asked in reflecting & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

31. 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) reflect on What was seen and heard & b) use a responding format
Taken very seriously
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)

32. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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
Selecting the best way to make requests

33. Identify that inferences are more likely to be...
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Look carefully

34. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests

35. Identify the techniques used in asking questions & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use the 5WH method & b) reflect on answers and recycle

36. Identify various necessary elements in checking things out & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

37. 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
The ability to capture in words the specific feelings being presented by inmate
A) handling requests & b) making requests & c) reinforcing behavior
A) content & b) feeling & c) feeling and meaning

38. Identify the categories of relationships and feelings as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

39. Identify the techniques used in asking questions & 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
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

40. 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
Transmission and receipt of a message to effect some kind of action
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

41. Identify aspects considered during the initial stage of observing & to include...
A) volume & b) emotion & c) pitch
A) happy & b) angry & c) confused & d) sad & e) scared
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

42. Identify the levels of responding & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning

43. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) reflect on What was seen and heard & b) use a responding format
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

44. 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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) behavior & b) appearance & c) environment
A) 'You're saying ________' & b) 'You look (or it looks) __________'

45. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) 'You're saying ________' & b) 'You look (or it looks) __________'

46. 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
Reflect a person's prejudice and attitude
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

47. Define 'responding to content' as...
Refer the inmate to a counselor or other specialist at the facility
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) content & b) feeling & c) feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

48. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
Look carefully

49. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Look carefully
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)

50. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
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
Gathering information quickly and accurately regarding What is occurring in the surroundings