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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 'responding to feeling' as...
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate
A) content & b) feeling & c) feeling and meaning

2. Identify components of good posturing & to include...
A) content & b) feeling & c) feeling and meaning
Active involvement in most activities
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings

3. Define 'responding to content' as...
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
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

4. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Identifying the behavior/action desired

5. Define 'reinforcing behavior' as...
A) inform & b) persuade & c) entertain & d) indicate action
Refer the inmate to a counselor or other specialist at the facility
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)

6. Identify the categories of relationships and feelings as...
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) positive & b) negative & c) neutral

7. Identify steps in listening & 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
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and reason & b) respond to feeling and meaning
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...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Reflect a person's prejudice and attitude
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

9. Define ' direct request format' as...
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired
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) feeling cues & b) relationships & c) energy levels & d) values

10. Two skills an officer needs for effective interpersonal communications...
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) volume & b) emotion & c) pitch
A) ability to size up the situation & b) ability to communicate well with inmates

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) handling requests & b) making requests & c) reinforcing behavior
Active involvement in most activities
A) positive & b) negative & c) neutral

12. Identify steps in responding to feeling & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) content & b) feeling & c) feeling and meaning
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 feeling and intensity & b) respond to feeling

13. 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) ability to size up the situation & b) ability to communicate well with inmates
Reflect a person's prejudice and attitude
A) content & b) feeling & c) feeling and meaning

14. 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) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

15. Explain that nonverbal communication can...

16. Define 'controlling behavior' 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A polite request & using 'please' or 'would appreciate'

17. Identify several things an officer might look for when first coming on shift & to include...
The ability to capture in words the specific feelings being presented by inmate
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

18. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
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) 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

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

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

21. Define 'taking action' as...
Look carefully
A) responding & b) asking questions
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

22. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Active involvement in most activities
A) responding & b) asking questions
Refer the inmate to a counselor or other specialist at the facility
Keeping a safe distance

23. Identify steps of responding to content & to include...
Reflect a person's prejudice and attitude
A) reflect on What was seen and heard & b) use a responding format
Look carefully
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

24. List the application skills used in controlling behavior as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) handling requests & b) making requests & c) reinforcing behavior
Holding your body in such a way to show strength & confidence & interest and control
A) feeling cues & b) relationships & c) energy levels & d) values

25. 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

26. Identify two considerations for giving inmate a reason for your response & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) responding & b) asking questions
A) who & b) what & c) why & d) where & e) when & f) how
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

27. Identify one consideration for giving inmate a reason for your response & to include...
Holding your body in such a way to show strength & confidence & interest and control
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
Keeping a safe distance

28. 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
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) low & b) moderate & c) high

29. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Identifying the behavior/action desired
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format

30. Identify one major element of positioning & to include...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Keeping a safe distance

31. Identify three major elements of positioning & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) volume & b) emotion & c) pitch
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

32. 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) reflect on What was seen and heard & b) use a responding format
Taken very seriously
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

33. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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) low & b) moderate & c) high
Identifying the behavior/action desired

34. Identify three major elements of positioning & 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

35. Explain that the statement 'human actions determine human reactions' means...
A) volume & b) emotion & c) pitch
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Look carefully

36. Identify two considerations for giving inmate a reason for your response & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

37. Explain clues that can be used to develop inferences & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) volume & b) emotion & c) pitch
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) feeling cues & b) relationships & c) energy levels & d) values

38. Define 'taking action' as...
Selecting the best way to make requests
A) ability to size up the situation & b) ability to communicate well with inmates
Transmission and receipt of a message to effect some kind of action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Keeping a safe distance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) happy & b) angry & c) confused & d) sad & e) scared

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

41. Identify the levels of responding & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A polite request & using 'please' or 'would appreciate'
A) content & b) feeling & c) feeling and meaning
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

42. 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) behavior & b) appearance & c) environment
Taken very seriously
A) check things out & b) give a response and reason
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

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

44. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Identifying the behavior/action desired

45. 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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Open up communications with inmate rather than shutting it off

46. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Identifying the behavior/action desired
A) who & b) what & c) why & d) where & e) when & f) how
A) responding & b) asking questions

47. Explain 'sizing up a situation as...
A) who & b) what & c) why & d) where & e) when & f) how
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) ability to size up the situation & b) ability to communicate well with inmates
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

48. Define ' direct request format' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Identifying the behavior/action desired
Reflect a person's prejudice and attitude
A) inform & b) persuade & c) entertain & d) indicate action

49. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
A) positive & b) negative & c) neutral

50. Identify various necessary elements in checking things out & to include...
Selecting the best way to make requests
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taken very seriously
Transmission and receipt of a message to effect some kind of action