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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. Define 'responding to content' as...
Active involvement in most activities
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

3. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Refer the inmate to a counselor or other specialist at the facility
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) feeling cues & b) relationships & c) energy levels & d) values

4. Explain clues that can be used to develop inferences & to include...
The ability to capture in words the specific feelings being presented by inmate
A) who & b) what & c) why & d) where & e) when & f) how
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) feeling cues & b) relationships & c) energy levels & d) values

5. Identify the steps in handling request & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) give a response and reason
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

6. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Active involvement in most activities
A) behavior & b) appearance & c) environment
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

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

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Look carefully
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

9. Identify three major elements of positioning & to include...
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) take appropriate action

10. Identify the elements of reinforcing behavior as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

11. Identify steps in responding to feeling and meaning & to include...
Refer the inmate to a counselor or other specialist at the facility
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and reason & b) respond to feeling and meaning

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) content & b) feeling & c) feeling and meaning
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
A) ability to size up the situation & b) ability to communicate well with inmates
A) low & b) moderate & c) high

14. Define 'responding to content' as...
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) low & b) moderate & c) high

15. 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) 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
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

16. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

17. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) happy & b) angry & c) confused & d) sad & e) scared
A) responding & b) asking questions
A) handling requests & b) making requests & c) reinforcing behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

18. Define 'reinforcing behavior' as...
Active involvement in most activities
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

19. Identify the techniques used in asking questions & to include...
A) volume & b) emotion & c) pitch
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously
A) use the 5WH method & b) reflect on answers and recycle

20. Identify techniques to use in taking action & to include...
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) low & b) moderate & c) high

21. Identify various questions to be asked in reflecting & to include...
The ability to capture in words the specific feelings being presented by inmate
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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)

22. List the application skills used in controlling behavior as...
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

23. Define 'softening a request' as...
A) reflect on feeling and intensity & b) respond to feeling
A) positive & b) negative & c) neutral
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

24. Explain that questions are used in addition to the basic skills and responding techniques to...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
A) reflect on What was seen and heard & b) use a responding format

25. Identify three characteristics of voice Which may be used to determine intensity & to include...
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
A) volume & b) emotion & c) pitch
A) where he/she lives & b) where he/she works & c) where he/she learns

26. 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) happy & b) angry & c) confused & d) sad & e) scared
A) low & b) moderate & c) high
Refer the inmate to a counselor or other specialist at the facility

27. Identify one major element of positioning & to include...
A polite request & using 'please' or 'would appreciate'
A) check things out & b) give a response and reason
Keeping a safe distance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

28. Identify that inferences are more likely to be...
A) low & b) moderate & c) high
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use the 5WH method & b) reflect on answers and recycle
A) volume & b) emotion & c) pitch

29. Identify one primary components of observing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Look carefully
A) reflect on feeling and reason & b) respond to feeling and meaning
Open up communications with inmate rather than shutting it off

30. Define ' direct request format' as...
A) reflect on What was seen and heard & b) use a responding format
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Identifying the behavior/action desired
A) check things out & b) give a response and reason

31. Identify steps in listening & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

32. Identify the three basic environments of every individual & to include...
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns

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

34. Identify one major element of positioning & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance
A polite request & using 'please' or 'would appreciate'

35. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Reflect a person's prejudice and attitude
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

36. Identify steps of responding to content & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on What was seen and heard & b) use a responding format

37. Define 'responding to feeling' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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) feeling cues & b) relationships & c) energy levels & d) values
The ability to capture in words the specific feelings being presented by inmate

38. 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
Look carefully
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

39. Define 'interpersonal communication' as...
A) inform & b) persuade & c) entertain & d) indicate action
Transmission and receipt of a message to effect some kind of action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

40. Explain that nonverbal communication can...

41. Define 'interpersonal communication' as...
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared
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

42. Identify the categories of relationships and feelings as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Open up communications with inmate rather than shutting it off
A) position & b) observe & c) posture & d) listen
A) positive & b) negative & c) neutral

43. Identify steps in listening & to include...
A) low & b) moderate & c) high
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Refer the inmate to a counselor or other specialist at the facility
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

44. Identify the techniques used in asking questions & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

45. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Taken very seriously
Selecting the best way to make requests
A) responding & b) asking questions

46. Define 'reinforcing behavior' as...
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format
Refer the inmate to a counselor or other specialist at the facility
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

47. 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) happy & b) angry & c) confused & d) sad & e) scared
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

48. Identify steps in responding to feeling and meaning & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Look carefully
A) reflect on feeling and reason & b) respond to feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns

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

50. Identify two considerations for giving inmate a reason for your response & 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) who & b) what & c) why & d) where & e) when & f) how
Holding your body in such a way to show strength & confidence & interest and control
A) behavior & b) appearance & c) environment