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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 the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Ability to control inmate behavior
A) feeling cues & b) relationships & c) energy levels & d) values

2. 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) behavior & b) appearance & c) environment

3. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Reflect a person's prejudice and attitude
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action

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

5. Identify one consideration for giving inmate a reason for your response & to include...
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
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

6. Define 'taking action' as...
Selecting the best way to make requests
A) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully
A) low & b) moderate & c) high

7. Define 'posturing' as...
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
A) happy & b) angry & c) confused & d) sad & e) scared
Holding your body in such a way to show strength & confidence & interest and control

8. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen

9. Explain that questions are used in addition to the basic skills and responding techniques to...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
Taken very seriously

10. 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...
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
Open up communications with inmate rather than shutting it off
A) responding & b) asking questions

11. Define 'responding to content' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

12. Identify the major categories of energy levels and describe their respective characteristics as...
A) who & b) what & c) why & d) where & e) when & f) how
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
A) low & b) moderate & c) high

13. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) handling requests & b) making requests & c) reinforcing behavior
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Active involvement in most activities
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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

15. Identify aspects considered during the initial stage of observing & to include...
Identifying the behavior/action desired
Active involvement in most activities
A) positive & b) negative & c) neutral
A) behavior & b) appearance & c) environment

16. Identify one primary components of observing & to include...
Look carefully
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

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

18. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Refer the inmate to a counselor or other specialist at the facility
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

19. Define 'interpersonal communication' as...
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of action

20. Identify three characteristics of voice Which may be used to determine intensity & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on feeling and intensity & b) respond to feeling
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch

21. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates
Reflect a person's prejudice and attitude
Gathering information quickly and accurately regarding What is occurring in the surroundings

22. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
A) position & b) observe & c) posture & d) listen
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

23. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on What was seen and heard & b) use a responding format

24. Explain that nonverbal communication can...

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

26. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
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
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)

27. Identify the techniques used in asking questions & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Refer the inmate to a counselor or other specialist at the facility
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle

28. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Gathering information quickly and accurately regarding What is occurring in the surroundings

29. Identify steps involved in making requests & to include...
A) reflect on feeling and intensity & b) respond to feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) check things out & b) take appropriate 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

30. Explain that nonverbal communication can...

31. Define 'posturing' as...
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
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared

32. Identify steps in responding to feeling and meaning & to include...
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
A) reflect on feeling and reason & b) respond to feeling and meaning
Selecting the best way to make requests

33. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Keeping a safe distance

34. Identify components of good posturing & to include...
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high
Active involvement in most activities
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

35. Identify the components of the 5WH method as asking...
A) feeling cues & b) relationships & c) energy levels & d) values
A) who & b) what & c) why & d) where & e) when & f) how
A) where he/she lives & b) where he/she works & c) where he/she learns
A) ability to size up the situation & b) ability to communicate well with inmates

36. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

37. Define 'controlling behavior' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) responding & b) asking questions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities

39. Identify various questions to be asked in reflecting & 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)
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

40. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) who & b) what & c) why & d) where & e) when & f) how
A) low & b) moderate & c) high
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

41. 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...
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
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior

42. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) position & b) observe & c) posture & d) listen
A) handling requests & b) making requests & c) reinforcing behavior

43. Identify that inferences are more likely to be...
A) reflect on feeling and reason & b) respond to feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) handling requests & b) making requests & c) reinforcing behavior
Taken very seriously

44. Define 'reinforcing behavior' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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) position & b) observe & c) posture & d) listen

45. Identify various necessary elements in checking things out & to include...
Transmission and receipt of a message to effect some kind of action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) feeling cues & b) relationships & c) energy levels & d) values

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

47. Identify several things an officer might look for when first coming on shift & to include...
A polite request & using 'please' or 'would appreciate'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

48. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
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

49. Identify the 'add-on' skills in interpersonal communication & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) responding & b) asking questions
A) inform & b) persuade & c) entertain & d) indicate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

50. Identify steps in listening & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Transmission and receipt of a message to effect some kind of action
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