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 'softening a request' as...
A) content & b) feeling & c) 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
Holding your body in such a way to show strength & confidence & interest and control
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


2. Identify steps involved in making requests & to include...
Open up communications with inmate rather than shutting it off
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) check things out & b) take appropriate action
A) who & b) what & c) why & d) where & e) when & f) how


3. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and reason & b) respond to feeling and meaning
A) content & b) feeling & c) feeling and meaning


4. Identify one consideration for giving inmate a reason for your response & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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


5. Define 'posturing' as...
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
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


6. Identify the levels of responding & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action
The ability to capture in words the specific feelings being presented by inmate


7. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Refer the inmate to a counselor or other specialist at the facility
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


8. Identify various necessary elements in checking things out & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
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
Selecting the best way to make requests


9. Define 'softening a request' as...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
The ability to capture in words the specific feelings being presented by inmate


10. 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Reflect a person's prejudice and attitude
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


11. 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...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Taken very seriously
A) volume & b) emotion & c) pitch
A) handling requests & b) making requests & c) reinforcing behavior


12. Identify various necessary elements in checking things out & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


13. Identify two primary components of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning


14. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Taken very seriously
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) happy & b) angry & c) confused & d) sad & e) scared


15. Define 'responding to content' as...
A) positive & b) negative & c) neutral
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


16. Define 'posturing' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Holding your body in such a way to show strength & confidence & interest and control
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


17. Define 'interpersonal communication' as...
A) volume & b) emotion & c) pitch
A) reflect on feeling and intensity & b) respond to feeling
Refer the inmate to a counselor or other specialist at the facility
Transmission and receipt of a message to effect some kind of action


18. Two skills an officer needs for effective interpersonal communications...
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) feeling cues & b) relationships & c) energy levels & d) values
Selecting the best way to make requests
A) ability to size up the situation & b) ability to communicate well with inmates


19. List the application skills used in controlling behavior as...
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) give a response and reason
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) handling requests & b) making requests & c) reinforcing behavior


20. 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
A) who & b) what & c) why & d) where & e) when & f) how
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


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

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22. Explain that nonverbal communication can...

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23. Identify steps in listening & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Holding your body in such a way to show strength & confidence & interest and control
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood


24. Identify techniques to use in taking action & to include...
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
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


25. Define 'taking action' as...
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
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Selecting the best way to make requests


26. Explain that nonverbal communication can...

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27. List various basic feeling words & to include...
Reflect a person's prejudice and attitude
A) happy & b) angry & c) confused & d) sad & e) scared
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior


28. Define 'responding to feeling' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) low & b) moderate & c) high
The ability to capture in words the specific feelings being presented by inmate


29. Identify one consideration for giving inmate a reason for your response & to include...
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)
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)
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) feeling cues & b) relationships & c) energy levels & d) values


30. Identify the purpose of communication & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


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

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32. Identify three major elements of positioning & to include...
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Gathering information quickly and accurately regarding What is occurring in the surroundings


33. Identify one major element of positioning & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) give a response and reason
Keeping a safe distance
Ability to control inmate behavior


34. Identify the elements of reinforcing behavior as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) low & b) moderate & c) high
A) position & b) observe & c) posture & d) listen


35. Identify three major elements of positioning & to include...
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


36. Define 'responding to feeling' as...
A) reflect on What was seen and heard & b) use a responding format
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to capture in words the specific feelings being presented by inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


37. Identify that inferences are more likely to be...
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high
A) position & b) observe & c) posture & d) listen
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


38. Explain that questions are used in addition to the basic skills and responding techniques to...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Open up communications with inmate rather than shutting it off


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


40. Identify the 'add-on' skills in interpersonal communication & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) responding & b) asking questions
A) volume & b) emotion & c) pitch
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


41. Identify steps in responding to feeling & to include...
A) positive & b) negative & c) neutral
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


42. Explain 'sizing up a situation as...
Active involvement in most activities
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
Identifying the behavior/action desired


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

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44. Identify one major element of positioning & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) content & b) feeling & c) feeling and meaning
Keeping a safe distance
A) reflect on feeling and intensity & b) respond to feeling


45. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Holding your body in such a way to show strength & confidence & interest and control
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) check things out & b) take appropriate action
Ability to control inmate behavior


46. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) content & b) feeling & c) feeling and meaning
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Ability to control inmate behavior


47. Identify the steps involved in 'sizing up a situation &' to include...
A) behavior & b) appearance & c) environment
A) position & b) observe & c) posture & d) listen
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully


48. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Refer the inmate to a counselor or other specialist at the facility


49. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A polite request & using 'please' or 'would appreciate'
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) check things out & b) take appropriate action


50. Identify one primary components of observing & to include...
A) positive & b) negative & c) neutral
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully