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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 'controlling behavior' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) content & b) feeling & c) feeling and meaning

2. 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)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Keeping a safe distance

3. Identify steps in responding to feeling and meaning & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and reason & b) respond to feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

4. Identify two considerations for giving inmate a reason for your response & to include...
Ability to control inmate behavior
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) 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

5. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) volume & b) emotion & c) pitch
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Refer the inmate to a counselor or other specialist at the facility

6. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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)
Active involvement in most activities

7. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Selecting the best way to make requests
Refer the inmate to a counselor or other specialist at the facility
Ability to control inmate behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

8. Identify one major element of positioning & 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
Keeping a safe distance
Taken very seriously
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

9. Identify two considerations for giving inmate a reason for your response & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Keeping a safe distance
A) inform & b) persuade & c) entertain & d) indicate action

10. Identify steps in listening & to include...
A) positive & b) negative & c) neutral
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
A) happy & b) angry & c) confused & d) sad & e) scared

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

12. Identify the three basic environments of every individual & 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) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment

13. Explain that nonverbal communication can...

14. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'
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

15. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate
Ability to control inmate behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

16. Identify various necessary elements in checking things out & to include...
A) behavior & b) appearance & c) environment
A) position & b) observe & c) posture & d) listen
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) content & b) feeling & c) feeling and meaning

17. Define 'controlling behavior' as...
The ability to capture in words the specific feelings being presented by inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

18. Identify various necessary elements in checking things out & to include...
A) check things out & b) give a response and reason
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
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

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

20. Identify the levels of responding & to include...
Selecting the best way to make requests
A) content & b) feeling & c) feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

21. Identify the techniques used in asking questions & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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)
A) behavior & b) appearance & c) environment

22. Explain that questions are used in addition to the basic skills and responding techniques to...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use the 5WH method & b) reflect on answers and recycle
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

23. Identify steps of responding to content & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on What was seen and heard & b) use a responding format
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired

24. Define 'responding to content' as...
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
Look carefully
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

25. Identify two primary components of observing & to include...
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
A) reflect on What was seen and heard & b) use a responding format
A) handling requests & b) making requests & c) reinforcing behavior

26. Identify the steps in handling request & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

27. Identify the major categories of energy levels and describe their respective characteristics as...
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high
Refer the inmate to a counselor or other specialist at the facility
A) volume & b) emotion & c) pitch

28. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

29. Identify steps of responding to content & 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
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

30. List the application skills used in controlling behavior as...
A) ability to size up the situation & b) ability to communicate well with inmates
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) inform & b) persuade & c) entertain & d) indicate action

31. Identify one primary components of observing & to include...
A) low & b) moderate & c) high
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) position & b) observe & c) posture & d) listen
Look carefully

32. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and intensity & b) respond to feeling

33. Define 'reinforcing behavior' as...
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

34. Define 'softening a request' as...
A) reflect on What was seen and heard & b) use a responding format
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) __________'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

35. Define 'reinforcing behavior' as...
Refer the inmate to a counselor or other specialist at the facility
A polite request & using 'please' or 'would appreciate'
A) 'You're saying ________' & b) 'You look (or it looks) __________'
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

36. Define 'responding to feeling' as...
Refer the inmate to a counselor or other specialist at the facility
The ability to capture in words the specific feelings being presented by 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
Refer the inmate to a counselor or other specialist at the facility

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

38. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) low & b) moderate & c) high

39. Two skills an officer needs for effective interpersonal communications...
Identifying the behavior/action desired
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior

40. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
A) ability to size up the situation & b) ability to communicate well with inmates

41. 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
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

42. 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
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) behavior & b) appearance & c) environment
Ability to control inmate behavior

43. Identify two primary components of observing & to include...
A) position & b) observe & c) posture & d) listen
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
A) inform & b) persuade & c) entertain & d) indicate action

44. Define 'responding to feeling' as...
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility
A) content & b) feeling & c) feeling and meaning
The ability to capture in words the specific feelings being presented by inmate

45. Identify components of good posturing & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

46. Identify three characteristics of voice Which may be used to determine intensity & 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
A) volume & b) emotion & c) pitch
A) position & b) observe & c) posture & d) listen
A) use the 5WH method & b) reflect on answers and recycle

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

48. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Refer the inmate to a counselor or other specialist at the facility
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

49. 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
A) positive & b) negative & c) neutral
Taken very seriously
A) feeling cues & b) relationships & c) energy levels & d) values

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