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Interpersonal Skills

Instructions:

Answer 50 questions in 15 minutes.
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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 aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

2. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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
Look carefully
A) low & b) moderate & c) high
Active involvement in most activities

3. Identify one primary components of observing & 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 polite request & using 'please' or 'would appreciate'
Look carefully

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

5. Identify steps involved in making requests & to include...
Ability to control inmate behavior
A) behavior & b) appearance & c) environment
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

6. Identify steps of responding to content & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Reflect a person's prejudice and attitude
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on What was seen and heard & b) use a responding format

7. Identify the techniques used in asking questions & to include...
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Selecting the best way to make requests

8. Identify that inferences are more likely to be...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

9. Identify two considerations for giving inmate a reason for your response & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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
A) reflect on What was seen and heard & b) use a responding format

10. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
Ability to control inmate behavior
A) check things out & b) take appropriate action
A polite request & using 'please' or 'would appreciate'

11. Explain that questions are used in addition to the basic skills and responding techniques to...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) who & b) what & c) why & d) where & e) when & f) how
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

12. Define ' direct request format' as...
A) who & b) what & c) why & d) where & e) when & f) how
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

13. Identify the steps involved in 'sizing up a situation &' to include...
A) volume & b) emotion & c) pitch
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

14. Identify the techniques used in asking questions & to include...
A polite request & using 'please' or 'would appreciate'
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use the 5WH method & b) reflect on answers and recycle

15. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) positive & b) negative & c) neutral
Active involvement in most activities

16. Identify one major element of positioning & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taken very seriously
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Keeping a safe distance

17. List various basic feeling words & to include...
A) reflect on feeling and intensity & b) respond to feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) happy & b) angry & c) confused & d) sad & e) scared
A) responding & b) asking questions

18. Identify steps in listening & to include...
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
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)
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns
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)

20. Explain clues that can be used to develop inferences & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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
A) responding & b) asking questions

21. Identify that inferences are more likely to be...
A) reflect on What was seen and heard & b) use a responding format
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

22. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) take appropriate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'

23. Identify the three basic environments of every individual & 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) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior
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)

24. Explain clues that can be used to develop inferences & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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) low & b) moderate & c) high

25. 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
Ability to control inmate behavior
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully

26. Identify several things an officer might look for when first coming on shift & to include...
A polite request & using 'please' or 'would appreciate'
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) where he/she lives & b) where he/she works & c) where he/she learns

27. Identify various necessary elements in checking things out & to include...
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

28. Identify the major categories of energy levels and describe their respective characteristics as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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
A) responding & b) asking questions

29. Explain 'sizing up a situation as...
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate action
Gathering information quickly and accurately regarding What is occurring in the surroundings

30. Identify the 'add-on' skills in interpersonal communication & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) responding & b) asking questions
A) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests

31. 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...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taken very seriously
Ability to control inmate behavior

32. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
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

33. Identify one consideration for giving inmate a reason for your response & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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) 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

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) use the 5WH method & b) reflect on answers and recycle
Holding your body in such a way to show strength & confidence & interest and control
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)
Ability to control inmate behavior

35. Identify the categories of relationships and feelings as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

36. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) behavior & b) appearance & c) environment
Identifying the behavior/action desired
Keeping a safe distance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

37. Explain that nonverbal communication can...

38. 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
Holding your body in such a way to show strength & confidence & interest and control
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

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

40. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully

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

42. 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
Identifying the behavior/action desired
A) position & b) observe & c) posture & d) listen
Ability to control inmate behavior

43. Identify the 'add-on' skills in interpersonal communication & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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) responding & b) asking questions
Open up communications with inmate rather than shutting it off

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

45. Define 'controlling behavior' as...
A polite request & using 'please' or 'would appreciate'
Look carefully
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Reflect a person's prejudice and attitude

46. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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
Ability to control inmate behavior

47. Define ' direct request format' as...
Identifying the behavior/action desired
Refer the inmate to a counselor or other specialist at the facility
A) happy & b) angry & c) confused & d) sad & e) scared
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

48. Identify the elements of reinforcing behavior as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) responding & b) asking questions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests

49. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
Reflect a person's prejudice and attitude
A polite request & using 'please' or 'would appreciate'
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

50. List various basic feeling words & to include...
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
A) who & b) what & c) why & d) where & e) when & f) how
Transmission and receipt of a message to effect some kind of action

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