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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 steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
Open up communications with inmate rather than shutting it off
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

2. Define 'responding to feeling' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) volume & b) emotion & c) pitch
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

3. Identify one major element of positioning & to include...
The ability to capture in words the specific feelings being presented by inmate
Keeping a safe distance
Refer the inmate to a counselor or other specialist at the facility
Refer the inmate to a counselor or other specialist at the facility

4. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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)
Refer the inmate to a counselor or other specialist at the facility
Selecting the best way to make requests

5. Explain clues that can be used to develop inferences & 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) 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)
A) use the 5WH method & b) reflect on answers and recycle

6. List the application skills used in controlling behavior as...
A) responding & b) asking questions
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) use the 5WH method & b) reflect on answers and recycle

7. Identify two primary components of observing & to include...
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
A) check things out & b) take appropriate action
A) check things out & b) give a response and reason

8. Identify three major elements of positioning & to include...
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
Selecting the best way to make requests
A) positive & b) negative & c) neutral

9. Explain 'sizing up a situation as...
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
Identifying the behavior/action desired
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

10. Identify steps in listening & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) behavior & b) appearance & c) environment
A) check things out & b) give a response and reason
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

11. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) behavior & b) appearance & c) environment
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

12. Identify various questions to be asked in reflecting & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) inform & b) persuade & c) entertain & d) indicate action
A) happy & b) angry & c) confused & d) sad & e) scared
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

13. Define 'controlling behavior' as...
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) handling requests & b) making requests & c) reinforcing behavior

14. Define 'softening a request' as...
A) feeling cues & b) relationships & c) energy levels & d) values
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

15. Identify the purpose of communication & to include...
Active involvement in most activities
Selecting the best way to make requests
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

16. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) inform & b) persuade & c) entertain & d) indicate action
A) use the 5WH method & b) reflect on answers and recycle
A) responding & b) asking questions

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

18. Identify aspects considered during the initial stage of observing & to include...
A) content & b) feeling & c) feeling and meaning
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
A) low & b) moderate & c) high

19. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Keeping a safe distance
A) use the 5WH method & b) reflect on answers and recycle
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

20. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) reflect on What was seen and heard & b) use a responding format
Ability to control inmate behavior
The ability to capture in words the specific feelings being presented by inmate
A) content & b) feeling & c) feeling and meaning

21. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) happy & b) angry & c) confused & d) sad & e) scared
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 feeling and reason & b) respond to feeling and meaning

22. Define 'taking action' as...
A) responding & b) asking questions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Selecting the best way to make requests
A) handling requests & b) making requests & c) reinforcing behavior

23. Identify that inferences are more likely to be...
Refer the inmate to a counselor or other specialist at the facility
A) happy & b) angry & c) confused & d) sad & e) scared
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) give a response and reason

24. Identify one major element of positioning & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Keeping a safe distance
A) check things out & b) give a response and reason
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

25. Identify two considerations for giving inmate a reason for your response & to include...
Keeping a safe distance
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Active involvement in most activities
A) check things out & b) give a response and reason

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) check things out & b) take appropriate action

27. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
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
Reflect a person's prejudice and attitude

28. Explain that the statement 'human actions determine human reactions' means...
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
A) behavior & b) appearance & c) environment
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

29. Define 'interpersonal communication' as...
A) low & b) moderate & c) high
Transmission and receipt of a message to effect some kind of action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions

30. Two skills an officer needs for effective interpersonal communications...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and intensity & b) respond to feeling
A) happy & b) angry & c) confused & d) sad & e) scared

31. Identify three major elements of positioning & to include...
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
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

32. Identify one primary components of observing & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully
Gathering information quickly and accurately regarding What is occurring in the surroundings

33. Explain that nonverbal communication can...

34. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously
A) volume & b) emotion & c) pitch
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

35. Identify various questions to be asked in reflecting & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Keeping a safe distance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A polite request & using 'please' or 'would appreciate'

36. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

37. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Taken very seriously
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

38. Identify the techniques used in asking questions & to include...
A) behavior & b) appearance & c) environment
A) low & b) moderate & c) high
Reflect a person's prejudice and attitude
A) use the 5WH method & b) reflect on answers and recycle

39. Identify components of good posturing & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

40. Define ' direct request format' as...
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired

41. Explain that nonverbal communication can...

42. Identify the major categories of energy levels and describe their respective characteristics as...
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) low & b) moderate & c) high

43. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and intensity & b) respond to feeling
Identifying the behavior/action desired
A) content & b) feeling & c) feeling and meaning

44. Identify two considerations for giving inmate a reason for your response & to include...
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) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude

45. Identify various necessary elements in checking things out & 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
Open up communications with inmate rather than shutting it off
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

46. Identify the categories of relationships and feelings as...
A) use the 5WH method & b) reflect on answers and recycle
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

47. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason
Identifying the behavior/action desired

48. Identify techniques to use in taking action & to include...
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
Refer the inmate to a counselor or other specialist at the facility
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

49. Identify steps involved in making requests & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

50. 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Look carefully
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response