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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...
Taken very seriously
A) behavior & b) appearance & c) environment
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) use the 5WH method & b) reflect on answers and recycle

2. Identify steps in responding to feeling & 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and intensity & b) respond to feeling

3. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format
A) positive & b) negative & c) neutral

4. Define 'reinforcing behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) behavior & b) appearance & c) environment
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

6. Identify three characteristics of voice Which may be used to determine intensity & to include...
Active involvement in most activities
Reflect a person's prejudice and attitude
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch

7. Define 'responding to feeling' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) feeling cues & b) relationships & c) energy levels & d) values
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

8. 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

9. Identify the components of the 5WH method as asking...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) who & b) what & c) why & d) where & e) when & f) how

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...
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
Taken very seriously
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

11. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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)
Refer the inmate to a counselor or other specialist at the facility
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

12. Identify one 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
A) feeling cues & b) relationships & c) energy levels & d) values
A) responding & b) asking questions
Look carefully

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

14. Define 'taking action' as...
Selecting the best way to make requests
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)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

15. Explain that the statement 'human actions determine human reactions' means...
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
A) check things out & b) give a response and reason
Active involvement in most activities

16. Identify several things an officer might look for when first coming on shift & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) position & b) observe & c) posture & d) listen
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

17. Explain that nonverbal communication can...

18. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired
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)

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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)
Active involvement in most activities

20. Identify steps of responding to content & to include...
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format
Holding your body in such a way to show strength & confidence & interest and control
Selecting the best way to make requests

21. Identify the three basic environments of every individual & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) where he/she lives & b) where he/she works & c) where he/she learns
A) behavior & b) appearance & c) environment
A) ability to size up the situation & b) ability to communicate well with inmates

22. Define 'reinforcing behavior' as...
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
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

23. Identify the categories of relationships and feelings as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) position & b) observe & c) posture & d) listen
A) positive & b) negative & c) neutral
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

24. Identify the techniques used in asking questions & 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) happy & b) angry & c) confused & d) sad & e) scared

25. Identify the purpose of communication & to include...
A) position & b) observe & c) posture & d) listen
A) inform & b) persuade & c) entertain & d) indicate action
Gathering information quickly and accurately regarding What is occurring in the surroundings
Active involvement in most activities

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) inform & b) persuade & c) entertain & d) indicate 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
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)
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

27. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) positive & b) negative & c) neutral
Ability to control inmate behavior
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

28. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates

29. Identify two considerations for giving inmate a reason for your response & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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) content & b) feeling & c) feeling and meaning

30. Identify one major element of positioning & to include...
A) use the 5WH method & b) reflect on answers and recycle
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)
Taken very seriously
Keeping a safe distance

31. Identify the 'add-on' skills in interpersonal communication & to include...
Selecting the best way to make requests
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
Selecting the best way to make requests

32. Identify steps involved in making requests & to include...
Active involvement in most activities
A) check things out & b) take appropriate action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action

33. Explain clues that can be used to develop inferences & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values
Selecting the best way to make requests
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

34. Identify several things an officer might look for when first coming on shift & to include...
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

35. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) ability to size up the situation & b) ability to communicate well with inmates
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A polite request & using 'please' or 'would appreciate'

36. Identify steps in responding to feeling & to include...
Reflect a person's prejudice and attitude
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle

37. Explain 'sizing up a situation as...
A) check things out & b) give a response and reason
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

39. Define ' direct request format' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) position & b) observe & c) posture & d) listen
Identifying the behavior/action desired
A) reflect on feeling and intensity & b) respond to feeling

40. Define 'posturing' as...
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Holding your body in such a way to show strength & confidence & interest and control

41. Identify the elements of reinforcing behavior as...
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) ability to size up the situation & b) ability to communicate well with inmates

42. Two skills an officer needs for effective interpersonal communications...
A polite request & using 'please' or 'would appreciate'
A) where he/she lives & b) where he/she works & c) where he/she learns
Transmission and receipt of a message to effect some kind of action
A) ability to size up the situation & b) ability to communicate well with inmates

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

44. 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) feeling cues & b) relationships & c) energy levels & d) values

45. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Reflect a person's prejudice and attitude

46. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

47. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) behavior & b) appearance & c) environment
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

48. List the application skills used in controlling behavior as...
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'

49. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
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) position & b) observe & c) posture & d) listen

50. Identify aspects considered during the initial stage of observing & to include...
A) check things out & b) take appropriate action
A) behavior & b) appearance & c) environment
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions