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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 two primary components of observing & to include...
A) check things out & b) give a response and reason
Taken very seriously
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

2. Identify aspects considered during the initial stage of observing & to include...
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
A) behavior & b) appearance & c) environment
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

3. Define 'responding to feeling' as...
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
A) ability to size up the situation & b) ability to communicate well with inmates
A) ability to size up the situation & b) ability to communicate well with inmates

4. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
Taken very seriously
Refer the inmate to a counselor or other specialist at the facility
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

5. Identify various questions to be asked in reflecting & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

6. Identify several things an officer might look for when first coming on shift & to include...
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

7. Explain that the statement 'human actions determine human reactions' means...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taken very seriously
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

8. 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) take appropriate action

9. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
A polite request & using 'please' or 'would appreciate'
The ability to capture in words the specific feelings being presented by inmate

10. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) who & b) what & c) why & d) where & e) when & f) how

11. Explain that questions are used in addition to the basic skills and responding techniques to...
Active involvement in most activities
Open up communications with inmate rather than shutting it off
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'

12. Identify one major element of positioning & to include...
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
Keeping a safe distance
Taken very seriously

13. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) give a response and reason
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

14. Explain clues that can be used to develop inferences & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values
Reflect a person's prejudice and attitude

15. Identify steps in listening & 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) content & b) feeling & c) feeling and meaning

16. Define 'reinforcing behavior' as...
A) check things out & b) take appropriate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Keeping a safe distance

17. List various basic feeling words & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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
A) where he/she lives & b) where he/she works & c) where he/she learns

18. Identify that inferences are more likely to be...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Holding your body in such a way to show strength & confidence & interest and control
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) inform & b) persuade & c) entertain & d) indicate action

19. Define ' direct request format' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Ability to control inmate behavior
Identifying the behavior/action desired
A) feeling cues & b) relationships & c) energy levels & d) values

20. Identify three characteristics of voice Which may be used to determine intensity & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) volume & b) emotion & c) pitch
A) handling requests & b) making requests & c) reinforcing behavior
A) use the 5WH method & b) reflect on answers and recycle

21. Identify the elements of reinforcing behavior as...
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

22. Explain that questions are used in addition to the basic skills and responding techniques to...
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off
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) content & b) feeling & c) feeling and meaning

23. 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Taken very seriously

24. Identify the 'add-on' skills in interpersonal communication & to include...
A) volume & b) emotion & c) pitch
A) positive & b) negative & c) neutral
A) responding & b) asking questions
A) 'You're saying ________' & b) 'You look (or it looks) __________'

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) check things out & b) give a response and reason
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) ability to size up the situation & b) ability to communicate well with inmates
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)

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

27. Define 'posturing' as...
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) position & b) observe & c) posture & d) listen
Holding your body in such a way to show strength & confidence & interest and control

28. List various basic feeling words & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) check things out & b) take appropriate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) happy & b) angry & c) confused & d) sad & e) scared

29. Identify steps involved in making requests & to include...
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
A) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared

30. 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
Active involvement in most activities
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) position & b) observe & c) posture & d) listen

31. Identify steps in responding to feeling and meaning & to include...
Ability to control inmate behavior
A) position & b) observe & c) posture & d) listen
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

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

33. Identify one primary components of observing & to include...
A) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully

34. 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
Look carefully
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

35. Identify the three basic environments of every individual & to include...
A) check things out & b) give a response and reason
Ability to control inmate behavior
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired

36. List the application skills used in controlling behavior as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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) handling requests & b) making requests & c) reinforcing behavior
Look carefully

37. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values

38. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) inform & b) persuade & c) entertain & d) indicate action

39. Explain clues that can be used to develop inferences & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) feeling cues & b) relationships & c) energy levels & d) values
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

40. Define 'softening a request' as...
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) check things out & b) take appropriate action
A) use the 5WH method & b) reflect on answers and recycle
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

41. Define ' direct request format' as...
Identifying the behavior/action desired
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and intensity & b) respond to feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

42. Identify techniques to use in taking action & to include...
Selecting the best way to make requests
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) ability to size up the situation & b) ability to communicate well with inmates
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

43. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
Open up communications with inmate rather than shutting it off
Reflect a person's prejudice and attitude
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

44. Explain that nonverbal communication can...

45. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Reflect a person's prejudice and attitude
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) reflect on feeling and reason & b) respond to feeling and meaning

46. Identify one primary components of observing & 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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Identifying the behavior/action desired
Look carefully

47. Identify aspects considered during the initial stage of observing & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) behavior & b) appearance & c) environment
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

48. Define 'taking action' as...
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) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests

49. Identify the three basic environments of every individual & 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
A) where he/she lives & b) where he/she works & c) where he/she learns
A) position & b) observe & c) posture & d) listen
Identifying the behavior/action desired

50. Identify the components of the 5WH method as asking...
Taken very seriously
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
A) who & b) what & c) why & d) where & e) when & f) how