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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. List various basic feeling words & to include...
A polite request & using 'please' or 'would appreciate'
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) __________'
A) happy & b) angry & c) confused & d) sad & e) scared

2. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Refer the inmate to a counselor or other specialist at the facility
A) handling requests & b) making requests & c) reinforcing behavior
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

3. Identify two primary components of observing & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Taken very seriously
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Keeping a safe distance

4. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) handling requests & b) making requests & c) reinforcing behavior
Refer the inmate to a counselor or other specialist at the facility
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

5. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and intensity & b) respond to feeling
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

6. Define 'responding to content' 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) check things out & b) take appropriate action

7. Identify components of good posturing & 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) volume & b) emotion & c) pitch
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

8. Identify two considerations for giving inmate a reason for your response & to include...
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format
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) who & b) what & c) why & d) where & e) when & f) how

9. Identify one primary components of observing & to include...
Look carefully
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Ability to control inmate behavior

10. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

11. Identify components of good posturing & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Holding your body in such a way to show strength & confidence & interest and control
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

12. Explain that the statement 'human actions determine human reactions' means...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) where he/she lives & b) where he/she works & c) where he/she learns
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on What was seen and heard & b) use a responding format

13. Identify the 'add-on' skills in interpersonal communication & to include...
A polite request & using 'please' or 'would appreciate'
Taken very seriously
A) responding & b) asking questions
Transmission and receipt of a message to effect some kind of action

14. Identify the steps involved in 'sizing up a situation &' to include...
Taken very seriously
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired
A) position & b) observe & c) posture & d) listen

15. Explain that questions are used in addition to the basic skills and responding techniques to...
Keeping a safe distance
Open up communications with inmate rather than shutting it off
A) reflect on What was seen and heard & b) use a responding format
Look carefully

16. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

17. 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) 'You're saying ________' & b) 'You look (or it looks) __________'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) handling requests & b) making requests & c) reinforcing behavior

18. Identify three characteristics of voice Which may be used to determine intensity & 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) volume & b) emotion & c) pitch
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

19. Identify the levels of responding & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) content & b) feeling & c) feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

20. Identify the steps in handling request & 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
Transmission and receipt of a message to effect some kind of action
A) check things out & b) give a response and reason
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

21. Identify techniques to use in taking action & to include...
Holding your body in such a way to show strength & confidence & interest and control
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

22. Identify the steps involved in 'sizing up a situation &' to include...
Taken very seriously
A polite request & using 'please' or 'would appreciate'
A) position & b) observe & c) posture & d) listen
Keeping a safe distance

23. Identify several things an officer might look for when first coming on shift & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

24. List the application skills used in controlling behavior as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) handling requests & b) making requests & c) reinforcing behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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)

25. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Look carefully
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 reason & b) respond to feeling and meaning
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

26. Define 'interpersonal communication' as...
A) volume & b) emotion & c) pitch
Active involvement in most activities
Ability to control inmate behavior
Transmission and receipt of a message to effect some kind of action

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

28. Identify the elements of reinforcing behavior as...
A) inform & b) persuade & c) entertain & d) indicate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously

29. Two skills an officer needs for effective interpersonal communications...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

30. List various basic feeling words & 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)
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

31. Identify one major element of positioning & to include...
A) position & b) observe & c) posture & d) listen
Keeping a safe distance
A) volume & b) emotion & c) pitch
A) use the 5WH method & b) reflect on answers and recycle

32. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

33. Explain clues that can be used to develop inferences & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

34. Define 'responding to feeling' as...
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)
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) low & b) moderate & c) high
The ability to capture in words the specific feelings being presented by inmate

35. Identify steps involved in making requests & to include...
A) positive & b) negative & c) neutral
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) take appropriate action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

36. Two skills an officer needs for effective interpersonal communications...
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
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior

37. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

38. Identify steps of responding to content & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) reflect on What was seen and heard & b) use a responding format
A) use the 5WH method & b) reflect on answers and recycle

39. Define 'softening a request' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Keeping a safe distance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

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

41. Identify the steps in handling request & to include...
Look carefully
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) responding & b) asking questions
A) check things out & b) give a response and reason

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A polite request & using 'please' or 'would appreciate'
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities

43. Identify steps in responding to feeling and meaning & to include...
A) reflect on What was seen and heard & b) use a responding format
Selecting the best way to make requests
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action

44. Define 'responding to content' as...
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) use the 5WH method & b) reflect on answers and recycle

45. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Refer the inmate to a counselor or other specialist at the facility
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

46. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) volume & b) emotion & c) pitch

47. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully
A) reflect on What was seen and heard & b) use a responding format
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

48. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility
A) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared

49. Define 'taking action' as...
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
Transmission and receipt of a message to effect some kind of action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling