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 one primary components of observing & to include...
A) position & b) observe & c) posture & d) listen
Look carefully
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities


2. List the application skills used in controlling behavior as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) handling requests & b) making requests & c) reinforcing behavior
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


3. Define ' direct request format' as...
A) check things out & b) give a response and reason
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
Identifying the behavior/action desired


4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) feeling cues & b) relationships & c) energy levels & d) values
Ability to control inmate behavior
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) responding & b) asking questions


5. Identify the major categories of energy levels and describe their respective characteristics as...
Holding your body in such a way to show strength & confidence & interest and control
A) low & b) moderate & c) high
Reflect a person's prejudice and attitude
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


6. List various basic feeling words & to include...
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
A) happy & b) angry & c) confused & d) sad & e) scared
Keeping a safe distance


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

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8. Identify two primary components of observing & to include...
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


9. Identify the steps in handling request & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) give a response and reason
A) volume & b) emotion & c) pitch
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


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

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11. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
A) position & b) observe & c) posture & d) listen


12. Define 'softening a request' as...
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
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


13. List the application skills used in controlling behavior as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior


14. Identify two considerations for giving inmate a reason for your response & to include...
A) use the 5WH method & b) reflect on answers and recycle
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


15. 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
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
Reflect a person's prejudice and attitude


16. Identify steps in responding to feeling and meaning & 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on feeling and reason & b) respond to feeling and meaning
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


17. Identify one major element of positioning & to include...
Keeping a safe distance
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use the 5WH method & b) reflect on answers and recycle


18. Identify the 'add-on' skills in interpersonal communication & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) responding & b) asking questions
Look carefully


19. Identify the levels of responding & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on What was seen and heard & b) use a responding format
A) positive & b) negative & c) neutral
A) content & b) feeling & c) feeling and meaning


20. Identify several things an officer might look for when first coming on shift & to include...
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


21. Identify that inferences are more likely to be...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Open up communications with inmate rather than shutting it off
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


22. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) happy & b) angry & c) confused & d) sad & e) scared
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


23. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


24. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) volume & b) emotion & c) pitch
Look carefully
A) responding & b) asking questions


25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Holding your body in such a way to show strength & confidence & interest and control
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use the 5WH method & b) reflect on answers and recycle
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


26. Identify three major elements of positioning & to include...
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)


27. Explain that nonverbal communication can...

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28. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Ability to control inmate behavior


29. Identify steps of responding to content & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


30. Identify steps in listening & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood


31. Identify the three basic environments of every individual & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


32. Define ' direct request format' as...
Taken very seriously
A) check things out & b) give a response and reason
Identifying the behavior/action desired
A) responding & b) asking questions


33. Identify three major elements of positioning & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
A) low & b) moderate & c) high


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

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35. Identify that inferences are more likely to be...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high


36. Identify various questions to be asked in reflecting & to include...
A) volume & b) emotion & c) pitch
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reflect on feeling and reason & b) respond to feeling and meaning
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


37. Explain that questions are used in addition to the basic skills and responding techniques to...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Holding your body in such a way to show strength & confidence & interest and control
Open up communications with inmate rather than shutting it off
A) use the 5WH method & b) reflect on answers and recycle


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

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39. Define 'responding to content' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) where he/she lives & b) where he/she works & c) where he/she learns
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


40. 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) positive & b) negative & c) neutral
Taken very seriously
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high


41. Identify one primary components of observing & to include...
Look carefully
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
Taken very seriously
Reflect a person's prejudice and attitude


42. Define 'responding to content' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
Reflect a person's prejudice and attitude


43. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Ability to control inmate behavior
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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)


44. Identify the elements of reinforcing behavior as...
A) check things out & b) give a response and reason
A) reflect on What was seen and heard & b) use a responding format
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


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


46. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A polite request & using 'please' or 'would appreciate'
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


47. Identify steps in responding to feeling & to include...
A) responding & b) asking questions
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) volume & b) emotion & c) pitch


48. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Active involvement in most activities
Open up communications with inmate rather than shutting it off
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


49. Explain that nonverbal communication can...

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50. Explain clues that can be used to develop inferences & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Holding your body in such a way to show strength & confidence & interest and control
A) feeling cues & b) relationships & c) energy levels & d) values
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood