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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. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Selecting the best way to make requests
A) responding & b) asking questions
Taken very seriously

2. 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
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) ability to size up the situation & b) ability to communicate well with inmates
A) handling requests & b) making requests & c) reinforcing behavior

3. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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) where he/she lives & b) where he/she works & c) where he/she learns
A) happy & b) angry & c) confused & d) sad & e) scared

4. Identify three major elements of positioning & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

5. Define ' direct request format' 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
Identifying the behavior/action desired
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

6. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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)

7. Identify steps of responding to content & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

8. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) take appropriate action
A) volume & b) emotion & c) pitch

9. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Refer the inmate to a counselor or other specialist at the facility

10. Define 'posturing' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and intensity & b) respond to feeling

11. Define 'posturing' as...
Identifying the behavior/action desired
Holding your body in such a way to show strength & confidence & interest and control
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

12. Identify the three basic environments of every individual & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A polite request & using 'please' or 'would appreciate'
A) where he/she lives & b) where he/she works & c) where he/she learns
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

13. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Active involvement in most activities
A) volume & b) emotion & c) pitch
A polite request & using 'please' or 'would appreciate'

14. Identify one primary components of observing & to include...
Look carefully
A polite request & using 'please' or 'would appreciate'
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning

15. Identify aspects considered during the initial stage of observing & 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
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
A) behavior & b) appearance & c) environment

16. Define 'controlling behavior' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason

17. Define 'responding to feeling' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

18. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
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
Identifying the behavior/action desired

19. Explain that questions are used in addition to the basic skills and responding techniques to...
Taken very seriously
Open up communications with inmate rather than shutting it off
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously

20. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Selecting the best way to make requests

21. Identify the techniques used in asking questions & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
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
Transmission and receipt of a message to effect some kind of action

22. Identify the components of the 5WH method as asking...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

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

24. Identify components of good posturing & to include...
A) behavior & b) appearance & c) environment
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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
Transmission and receipt of a message to effect some kind of action

25. Define 'reinforcing behavior' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

26. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Reflect a person's prejudice and attitude
Transmission and receipt of a message to effect some kind of action
Active involvement in most activities

27. 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) 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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

28. Identify two considerations for giving inmate a reason for your response & to include...
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

29. Identify steps of responding to content & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
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)

30. Identify the purpose of communication & to include...
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
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason

31. Explain 'sizing up a situation as...
Selecting the best way to make requests
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

32. 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
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
A) reflect on What was seen and heard & b) use a responding format

33. Define 'interpersonal communication' as...
A) inform & b) persuade & c) entertain & d) indicate action
Holding your body in such a way to show strength & confidence & interest and control
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Transmission and receipt of a message to effect some kind of action

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A polite request & using 'please' or 'would appreciate'
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
Selecting the best way to make requests

35. Explain that questions are used in addition to the basic skills and responding techniques to...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and reason & b) respond to feeling and meaning
Open up communications with inmate rather than shutting it off
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

36. Identify the steps involved in 'sizing up a situation &' to include...
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format
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

37. Define 'reinforcing behavior' as...
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) position & b) observe & c) posture & d) listen
Refer the inmate to a counselor or other specialist at the facility

38. Identify one major element of positioning & to include...
Keeping a safe distance
A) volume & b) emotion & c) pitch
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) use the 5WH method & b) reflect on answers and recycle

39. List various basic feeling words & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

40. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) responding & b) asking questions
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

41. 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 ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) use the 5WH method & b) reflect on answers and recycle

42. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Taken very seriously
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

43. Identify the 'add-on' skills in interpersonal communication & to include...
A) use the 5WH method & b) reflect on answers and recycle
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) inform & b) persuade & c) entertain & d) indicate action
A) responding & b) asking questions

44. Identify two primary components of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Open up communications with inmate rather than shutting it off
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action

45. Identify steps in responding to feeling and meaning & to include...
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
A) responding & b) asking questions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

46. Explain that the statement 'human actions determine human reactions' means...
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) happy & b) angry & c) confused & d) sad & e) scared

47. Identify techniques to use in taking action & to include...
A) position & b) observe & c) posture & d) listen
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

48. Identify several things an officer might look for when first coming on shift & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

49. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
Reflect a person's prejudice and attitude

50. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) positive & b) negative & c) neutral
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) reflect on feeling and intensity & b) respond to feeling