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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...
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
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
A) behavior & b) appearance & c) environment

2. 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
Reflect a person's prejudice and attitude
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

3. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

4. Identify steps in responding to feeling & to include...
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

5. List various basic feeling words & to include...
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) 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

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

7. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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'

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of 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)
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Keeping a safe distance
Gathering information quickly and accurately regarding What is occurring in the surroundings

9. Identify steps of responding to content & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment
A) reflect on What was seen and heard & b) use a responding format

10. Define 'softening a request' as...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A polite request & using 'please' or 'would appreciate'

11. Define 'interpersonal communication' as...
Ability to control inmate behavior
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action
A polite request & using 'please' or 'would appreciate'

12. Explain that the statement 'human actions determine human reactions' means...
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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)

13. Identify the techniques used in asking questions & 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
A) use the 5WH method & b) reflect on answers and recycle
A) position & b) observe & c) posture & d) listen

14. Two skills an officer needs for effective interpersonal communications...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns

15. Identify the purpose of communication & to include...
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared

16. Identify steps in responding to feeling and meaning & 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
A) reflect on feeling and reason & b) respond to feeling and meaning
Open up communications with inmate rather than shutting it off
Reflect a person's prejudice and attitude

17. Identify three major elements of positioning & to include...
A) position & b) observe & c) posture & d) listen
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

18. Define 'reinforcing behavior' as...
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

19. Identify techniques to use in taking action & 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)
Look carefully
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

20. Identify several things an officer might look for when first coming on shift & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taken very seriously
A) position & b) observe & c) posture & d) listen

21. Identify the components of the 5WH method as asking...
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) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings

22. Identify three characteristics of voice Which may be used to determine intensity & to include...
Look carefully
A) volume & b) emotion & c) pitch
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

23. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Reflect a person's prejudice and attitude
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

24. Identify the steps in handling request & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taken very seriously
A) check things out & b) give a response and reason
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

25. Identify the steps involved in 'sizing up a situation &' to include...
Reflect a person's prejudice and attitude
A) position & b) observe & c) posture & d) listen
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

26. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

27. Identify that inferences are more likely to be...
Refer the inmate to a counselor or other specialist at the facility
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

28. Identify the levels of responding & to include...
A) reflect on What was seen and heard & b) use a responding format
Transmission and receipt of a message to effect some kind of action
Keeping a safe distance
A) content & b) feeling & c) feeling and meaning

29. Identify two considerations for giving inmate a reason for your response & to include...
A) volume & b) emotion & c) pitch
A) inform & b) persuade & c) entertain & d) indicate 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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

30. 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
Selecting the best way to make requests
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

31. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Reflect a person's prejudice and attitude
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) who & b) what & c) why & d) where & e) when & f) how
Ability to control inmate behavior

32. Define 'taking action' as...
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format

33. Define 'controlling behavior' as...
Keeping a safe distance
The ability to capture in words the specific feelings being presented by inmate
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

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

35. Identify aspects considered during the initial stage of observing & to include...
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
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

36. Explain clues that can be used to develop inferences & to include...
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
A) feeling cues & b) relationships & c) energy levels & d) values
Reflect a person's prejudice and attitude

37. Define 'taking action' as...
Selecting the best way to make requests
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Reflect a person's prejudice and attitude
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

38. 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
Holding your body in such a way to show strength & confidence & interest and control
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

39. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values
Selecting the best way to make requests
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

40. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Transmission and receipt of a message to effect some kind of action
Taken very seriously

41. 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
The ability to capture in words the specific feelings being presented by inmate
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings

42. Identify steps in listening & to include...
A) responding & b) asking questions
Ability to control inmate behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

43. Explain that nonverbal communication can...

44. Identify the elements of reinforcing 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

45. Identify one major element of positioning & to include...
Keeping a safe distance
A) check things out & b) give a response and reason
Taken very seriously
A) reflect on What was seen and heard & b) use a responding format

46. Identify one primary components of observing & to include...
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired
Look carefully
Gathering information quickly and accurately regarding What is occurring in the surroundings

47. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Refer the inmate to a counselor or other specialist at the facility
Ability to control inmate behavior
Active involvement in most activities

48. Define 'softening a request' as...
A) use the 5WH method & b) reflect on answers and recycle
Reflect a person's prejudice and attitude
A) behavior & b) appearance & c) environment
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

49. Identify one major element of positioning & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities
Keeping a safe distance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

50. Identify the major categories of energy levels and describe their respective characteristics as...
Holding your body in such a way to show strength & confidence & interest and control
A polite request & using 'please' or 'would appreciate'
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high