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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 purpose of communication & 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
Keeping a safe distance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) inform & b) persuade & c) entertain & d) indicate action

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

3. Define 'interpersonal communication' as...
A) reflect on feeling and intensity & b) respond to feeling
Transmission and receipt of a message to effect some kind of action
A) low & b) moderate & c) high
A) happy & b) angry & c) confused & d) sad & e) scared

4. 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) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions
A) 'You're saying ________' & b) 'You look (or it looks) __________'

5. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) who & b) what & c) why & d) where & e) when & f) how

6. Identify three major elements of positioning & to include...
A) reflect on feeling and intensity & b) respond to feeling
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)
Ability to control inmate behavior

7. Identify components of good posturing & to include...
Holding your body in such a way to show strength & confidence & interest and control
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
A) position & b) observe & c) posture & d) listen

8. Explain that nonverbal communication can...

9. Identify one major element of positioning & to include...
Keeping a safe distance
A) reflect on feeling and reason & b) respond to 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

10. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Transmission and receipt of a message to effect some kind of action
A) volume & b) emotion & c) pitch
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

11. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Reflect a person's prejudice and attitude
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and reason & b) respond to feeling and meaning

12. 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
Keeping a safe distance
A) reflect on What was seen and heard & b) use a responding format
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

13. Two skills an officer needs for effective interpersonal communications...
A polite request & using 'please' or 'would appreciate'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The ability to capture in words the specific feelings being presented by inmate
A) ability to size up the situation & b) ability to communicate well with inmates

14. Identify the levels of responding & to include...
A) reflect on What was seen and heard & b) use a responding format
Active involvement in most activities
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) content & b) feeling & c) feeling and meaning

15. Define '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) reflect on feeling and reason & b) respond to feeling and meaning
Reflect a person's prejudice and attitude
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

16. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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)

17. Two skills an officer needs for effective interpersonal communications...
Selecting the best way to make requests
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
A) ability to size up the situation & b) ability to communicate well with inmates

18. Identify steps involved in making requests & 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) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) take appropriate action
Ability to control inmate behavior

19. Identify three characteristics of voice Which may be used to determine intensity & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch
A) reflect on What was seen and heard & b) use a responding format

20. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) give a response and reason
Ability to control inmate behavior
A) behavior & b) appearance & c) environment

21. Identify the steps involved in 'sizing up a situation &' to include...
A) positive & b) negative & c) neutral
A) position & b) observe & c) posture & d) listen
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior

22. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Ability to control inmate behavior
Holding your body in such a way to show strength & confidence & interest and control
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Refer the inmate to a counselor or other specialist at the facility

23. Identify the three basic environments of every individual & to include...
A) position & b) observe & c) posture & d) listen
A) where he/she lives & b) where he/she works & c) where he/she learns
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taken very seriously

24. Explain clues that can be used to develop inferences & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) feeling cues & b) relationships & c) energy levels & d) values
Refer the inmate to a counselor or other specialist at the facility

25. Identify the steps involved in 'sizing up a situation &' to include...
Ability to control inmate behavior
A) check things out & b) take appropriate action
A) position & b) observe & c) posture & d) listen
Ability to control inmate behavior

26. Identify steps in responding to feeling & to include...
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
A) reflect on feeling and intensity & b) respond to feeling
A) behavior & b) appearance & c) environment

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

28. Identify techniques to use in taking action & to include...
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
A) low & b) moderate & c) high
A polite request & using 'please' or 'would appreciate'

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

30. Identify steps in responding to feeling & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format
Taken very seriously
A) reflect on feeling and intensity & b) respond to feeling

31. Identify various necessary elements in checking things out & to include...
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
A) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

32. Identify several things an officer might look for when first coming on shift & to include...
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

33. Identify the levels of responding & to include...
Look carefully
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

34. Identify the techniques used in asking questions & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) who & b) what & c) why & d) where & e) when & f) how
A) use the 5WH method & b) reflect on answers and recycle

35. Identify the steps in handling request & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

36. Define 'taking action' as...
Selecting the best way to make requests
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Keeping a safe distance
A) feeling cues & b) relationships & c) energy levels & d) values

37. Identify two primary components of observing & to include...
Refer the inmate to a counselor or other specialist at the facility
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
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

38. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Open up communications with inmate rather than shutting it off
Ability to control inmate behavior
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch
Active involvement in most activities

40. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) check things out & b) give a response and reason
Taken very seriously
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

41. Identify one primary components of observing & to include...
Look carefully
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Ability to control inmate behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'

42. 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) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch
A) use the 5WH method & b) reflect on answers and recycle

43. Identify steps in responding to feeling and meaning & to include...
Ability to control inmate behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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

44. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A polite request & using 'please' or 'would appreciate'
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 skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) positive & b) negative & c) neutral

45. 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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

46. Identify the techniques used in asking questions & to include...
A) position & b) observe & c) posture & d) listen
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
Keeping a safe distance

47. Identify various questions to be asked in reflecting & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) ability to size up the situation & b) ability to communicate well with inmates

48. Identify two considerations for giving inmate a reason for your response & 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
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

49. 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
A) reflect on feeling and intensity & b) respond to feeling
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior

50. Identify one consideration for giving inmate a reason for your response & to include...
A) volume & b) emotion & c) pitch
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) 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