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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. Define 'softening a request' as...
A polite request & using 'please' or 'would appreciate'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

2. Identify the levels of responding & to include...
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
A) content & b) feeling & c) feeling and meaning
A) low & b) moderate & c) high

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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

4. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) handling requests & b) making requests & c) reinforcing behavior
Open up communications with inmate rather than shutting it off
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

6. Identify the major categories of energy levels and describe their respective characteristics as...
A) feeling cues & b) relationships & c) energy levels & d) values
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) low & b) moderate & c) high

7. Identify three major elements of positioning & to include...
A) behavior & b) appearance & c) environment
Keeping a safe distance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

8. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to capture in words the specific feelings being presented by inmate
Holding your body in such a way to show strength & confidence & interest and control

9. Define 'reinforcing behavior' as...
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
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired

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

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Holding your body in such a way to show strength & confidence & interest and control

12. Define 'mild request format: as...

13. Define 'mild request format: as...

14. 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) volume & b) emotion & c) pitch
A polite request & using 'please' or 'would appreciate'
A) reflect on What was seen and heard & b) use a responding format

15. List the application skills used in controlling behavior as...
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

16. Explain that questions are used in addition to the basic skills and responding techniques to...
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Open up communications with inmate rather than shutting it off

17. Identify steps involved in making requests & to include...
Refer the inmate to a counselor or other specialist at the facility
A) position & b) observe & c) posture & d) listen
A) position & b) observe & c) posture & d) listen
A) check things out & b) take appropriate action

18. 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) 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
A) where he/she lives & b) where he/she works & c) where he/she learns

19. Identify two primary components of observing & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Active involvement in most activities

20. Identify steps in responding to feeling & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on feeling and intensity & b) respond to feeling
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

21. Identify several things an officer might look for when first coming on shift & to include...
A) check things out & b) give a response and reason
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) positive & b) negative & c) neutral

22. Identify the 'add-on' skills in interpersonal communication & to include...
A) behavior & b) appearance & c) environment
A) responding & b) asking questions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

23. 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) low & b) moderate & c) high

24. Identify components of good posturing & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on What was seen and heard & b) use a responding format
A) 'You're saying ________' & b) 'You look (or it looks) __________'

25. Identify various necessary elements in checking things out & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

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

27. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) who & b) what & c) why & d) where & e) when & f) how
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Active involvement in most activities

29. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) handling requests & b) making requests & c) reinforcing behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

30. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Taken very seriously
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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 polite request & using 'please' or 'would appreciate'

31. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of 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
Taken very seriously
Selecting the best way to make requests

32. Identify two considerations for giving inmate a reason for your response & to include...
Transmission and receipt of a message to effect some kind of action
A) inform & b) persuade & c) entertain & d) indicate action
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) __________'

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

34. Identify steps in listening & to include...
Open up communications with inmate rather than shutting it off
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Holding your body in such a way to show strength & confidence & interest and control
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

35. Identify the techniques used in asking questions & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance

36. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

37. Identify aspects considered during the initial stage of observing & to include...
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)
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

38. Identify the elements of reinforcing behavior as...
Look carefully
Identifying the behavior/action desired
Identifying the behavior/action desired
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

39. Identify the categories of relationships and feelings as...
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral

40. 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)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A polite request & using 'please' or 'would appreciate'
Refer the inmate to a counselor or other specialist at the facility

41. Explain clues that can be used to develop inferences & to include...
Active involvement in most activities
Look carefully
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

42. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) use the 5WH method & b) reflect on answers and recycle
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

43. 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) position & b) observe & c) posture & d) listen
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

44. List various basic feeling words & to include...
A) volume & b) emotion & c) pitch
A) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests
A) who & b) what & c) why & d) where & e) when & f) how

45. Identify the steps involved in 'sizing up a situation &' to include...
Identifying the behavior/action desired
A) position & b) observe & c) posture & d) listen
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) 'You're saying ________' & b) 'You look (or it looks) __________'

46. Identify the steps in handling request & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) give a response and reason
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling

47. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
A polite request & using 'please' or 'would appreciate'
A) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch

48. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) take appropriate action
Look carefully

49. Identify three major elements of positioning & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

50. 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) ability to size up the situation & b) ability to communicate well with inmates
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A polite request & using 'please' or 'would appreciate'