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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...
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
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

2. 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
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) volume & b) emotion & c) pitch
A) reflect on feeling and intensity & b) respond to feeling

3. Define 'taking action' as...
Selecting the best way to make requests
Active involvement in most activities
A) who & b) what & c) why & d) where & e) when & f) how
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

4. Define 'reinforcing behavior' as...
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) position & b) observe & c) posture & d) listen
Keeping a safe distance

5. Identify steps involved in making requests & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Reflect a person's prejudice and attitude
A) check things out & b) take appropriate action

6. 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
A) responding & b) asking questions
Refer the inmate to a counselor or other specialist at the facility
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

7. Identify the 'add-on' skills in interpersonal communication & to include...
A) content & b) feeling & c) feeling and meaning
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) responding & b) asking questions
A) reflect on What was seen and heard & b) use a responding format

8. Identify the steps involved in 'sizing up a situation &' to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason
Taken very seriously

9. Identify steps of responding to content & to include...
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
A polite request & using 'please' or 'would appreciate'
A) feeling cues & b) relationships & c) energy levels & d) values

10. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) low & b) moderate & c) high
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

11. Explain clues that can be used to develop inferences & to include...
A) reflect on What was seen and heard & b) use a responding format
A) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

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

14. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Open up communications with inmate rather than shutting it off
A polite request & using 'please' or 'would appreciate'
A) check things out & b) give a response and reason

15. Identify components of good posturing & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Selecting the best way to make requests
The ability to capture in words the specific feelings being presented by inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

16. Explain clues that can be used to develop inferences & to include...
A polite request & using 'please' or 'would appreciate'
Refer the inmate to a counselor or other specialist at the facility
A) feeling cues & b) relationships & c) energy levels & d) values
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

17. 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) ability to size up the situation & b) ability to communicate well with inmates
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle

18. Define 'responding to feeling' as...
A) content & b) feeling & c) feeling and meaning
A) behavior & b) appearance & c) environment
The ability to capture in words the specific feelings being presented by inmate
Holding your body in such a way to show strength & confidence & interest and control

19. Identify steps in responding to feeling and meaning & 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) content & b) feeling & c) feeling and meaning
Ability to control inmate behavior

20. Identify the components of the 5WH method as asking...
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) who & b) what & c) why & d) where & e) when & f) how
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

21. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) happy & b) angry & c) confused & d) sad & e) scared

22. Define 'responding to feeling' as...
A) use the 5WH method & b) reflect on answers and recycle
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to capture in words the specific feelings being presented by inmate

23. Identify one consideration for giving inmate a reason for your response & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

24. Identify techniques to use in taking action & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

25. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A polite request & using 'please' or 'would appreciate'
A) feeling cues & b) relationships & c) energy levels & d) values
A) volume & b) emotion & c) pitch

26. Identify techniques to use in taking action & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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) check things out & b) take appropriate action

27. Explain 'sizing up a situation as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) volume & b) emotion & c) pitch
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings

28. List the application skills used in controlling behavior as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) handling requests & b) making requests & c) reinforcing behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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)

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

30. Explain that nonverbal communication can...

31. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)

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

33. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

34. Define 'controlling behavior' as...
A) low & b) moderate & c) high
A) where he/she lives & b) where he/she works & c) where he/she learns
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

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

36. Identify steps involved in making requests & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

37. Identify the elements of reinforcing behavior as...
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
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to capture in words the specific feelings being presented by inmate

38. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Open up communications with inmate rather than shutting it off
The ability to capture in words the specific feelings being presented by inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

39. 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) low & b) moderate & c) high
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) where he/she lives & b) where he/she works & c) where he/she learns

40. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) take appropriate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

41. 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Open up communications with inmate rather than shutting it off

42. Define 'responding to content' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) volume & b) emotion & c) pitch

43. Identify three major elements of positioning & to include...
Look carefully
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

44. Identify the categories of relationships and feelings as...
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) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control

45. Identify three major elements of positioning & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

46. Identify two considerations for giving inmate a reason for your response & to include...
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

47. Identify various necessary elements in checking things out & to include...
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
Reflect a person's prejudice and attitude
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

48. Explain that the statement 'human actions determine human reactions' means...
A) handling requests & b) making requests & c) reinforcing behavior
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) content & b) feeling & c) feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

49. Identify the major categories of energy levels and describe their respective characteristics as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) low & b) moderate & c) high
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) inform & b) persuade & c) entertain & d) indicate action

50. Define 'reinforcing behavior' as...
A) inform & b) persuade & c) entertain & d) indicate action
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
A) use the 5WH method & b) reflect on answers and recycle