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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 considerations for giving inmate a reason for your response & to include...
A) responding & b) asking questions
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
A) ability to size up the situation & b) ability to communicate well with inmates

2. Identify steps in listening & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) position & b) observe & c) posture & d) listen
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

3. 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) ability to size up the situation & b) ability to communicate well with inmates
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

6. Identify two primary components of observing & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taken very seriously

7. Identify the elements of reinforcing behavior as...
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

8. 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
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior

9. 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Transmission and receipt of a message to effect some kind of action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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 ability to capture in words the specific feelings being presented by inmate
Transmission and receipt of a message to effect some kind of action
Taken very seriously
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

11. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
Gathering information quickly and accurately regarding What is occurring in the surroundings
Taken very seriously
A) 'You're saying ________' & b) 'You look (or it looks) __________'

12. Define 'controlling behavior' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

13. Explain that nonverbal communication can...

14. Define 'controlling behavior' as...
A) volume & b) emotion & c) pitch
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and intensity & b) respond to feeling

15. Define 'posturing' as...
The ability to capture in words the specific feelings being presented by inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Holding your body in such a way to show strength & confidence & interest and control
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

17. List various basic feeling words & to include...
Ability to control inmate behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values

18. Identify one major element of positioning & to include...
Keeping a safe distance
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
Holding your body in such a way to show strength & confidence & interest and control

19. Identify steps in responding to feeling & to include...
A) position & b) observe & c) posture & d) listen
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) reflect on feeling and intensity & b) respond to feeling

20. Identify the techniques used in asking questions & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use the 5WH method & b) reflect on answers and recycle
Reflect a person's prejudice and attitude
A) reflect on feeling and reason & b) respond to feeling and meaning

21. Identify three characteristics of voice Which may be used to determine intensity & to include...
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) volume & b) emotion & c) pitch

22. Two skills an officer needs for effective interpersonal communications...
A) reflect on feeling and intensity & b) respond to feeling
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities
Transmission and receipt of a message to effect some kind of action

23. Identify the techniques used in asking questions & to include...
Look carefully
A) use the 5WH method & b) reflect on answers and recycle
A) behavior & b) appearance & c) environment
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

24. Define 'reinforcing behavior' 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
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
A) where he/she lives & b) where he/she works & c) where he/she learns

25. Identify several things an officer might look for when first coming on shift & to include...
A) content & b) feeling & c) feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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)

26. Define ' direct request format' as...
Identifying the behavior/action desired
Transmission and receipt of a message to effect some kind of action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning

27. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

28. Identify one primary components of observing & to include...
Look carefully
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of 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

29. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

30. Identify several things an officer might look for when first coming on shift & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) feeling cues & b) relationships & c) energy levels & d) values
Selecting the best way to make requests

31. Define 'taking action' as...
A) use the 5WH method & b) reflect on answers and recycle
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests
Gathering information quickly and accurately regarding What is occurring in the surroundings

32. List various basic feeling words & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Open up communications with inmate rather than shutting it off
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared

33. Define 'interpersonal communication' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Gathering information quickly and accurately regarding What is occurring in the surroundings
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Transmission and receipt of a message to effect some kind of action

34. Identify steps involved in making requests & to include...
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) take appropriate 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

35. Identify the levels of responding & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) content & b) feeling & c) 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) where he/she lives & b) where he/she works & c) where he/she learns

36. Explain 'sizing up a situation as...
Selecting the best way to make requests
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason

37. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Holding your body in such a way to show strength & confidence & interest and control

38. Explain 'sizing up a situation as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and reason & b) respond to feeling and meaning

39. Identify three major elements of positioning & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

40. Identify components of good posturing & 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle

41. Identify steps in responding to feeling & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on feeling and intensity & b) respond to feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

42. Identify steps of responding to content & to include...
A) reflect on feeling and intensity & b) respond to feeling
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
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) reflect on What was seen and heard & b) use a responding format

43. 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
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

44. Define 'reinforcing behavior' as...
Taken very seriously
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude

45. Identify the three basic environments of every individual & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) where he/she lives & b) where he/she works & c) where he/she learns
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) low & b) moderate & c) high

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

47. Identify the three basic environments of every individual & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high

48. Two skills an officer needs for effective interpersonal communications...
A) volume & b) emotion & c) pitch
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) ability to size up the situation & b) ability to communicate well with inmates

49. 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Look carefully
Ability to control inmate behavior

50. Identify the components of the 5WH method as asking...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
A) inform & b) persuade & c) entertain & d) indicate action