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. 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
Selecting the best way to make requests
A) positive & b) negative & c) neutral
A) position & b) observe & c) posture & d) listen


2. Identify one consideration for giving inmate a reason for your response & to include...
A) behavior & b) appearance & c) environment
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
Keeping a safe distance
A) check things out & b) take appropriate action


3. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen
Taken very seriously


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

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

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6. Identify steps in listening & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


7. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use the 5WH method & b) reflect on answers and recycle
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


8. Explain that nonverbal communication can...

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9. 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use the 5WH method & b) reflect on answers and recycle


10. Identify various questions to be asked in reflecting & to include...
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
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


11. Define ' direct request format' as...
Identifying the behavior/action desired
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


12. Explain that nonverbal communication can...

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13. Identify one major element of positioning & to include...
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
Keeping a safe distance
A) 'You're saying ________' & b) 'You look (or it looks) __________'


14. List various basic feeling words & to include...
Taken very seriously
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)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


15. Define 'reinforcing behavior' as...
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
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


16. Identify steps involved in making requests & 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) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action


17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) responding & b) asking questions
Identifying the behavior/action desired
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) where he/she lives & b) where he/she works & c) where he/she learns


18. Identify the components of the 5WH method as asking...
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
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


19. Define 'responding to feeling' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Gathering information quickly and accurately regarding What is occurring in the surroundings
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate


20. Define 'responding to feeling' as...
A) inform & b) persuade & c) entertain & d) indicate 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
The ability to capture in words the specific feelings being presented by inmate


21. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Transmission and receipt of a message to effect some kind of action


22. Identify steps in listening & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


23. Identify steps in responding to feeling and meaning & to include...
Active involvement in most activities
A) behavior & b) appearance & c) environment
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


24. Define 'softening a request' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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


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

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26. Identify the three basic environments of every individual & to include...
Open up communications with inmate rather than shutting it off
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
A) where he/she lives & b) where he/she works & c) where he/she learns


27. Identify one major element of positioning & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Keeping a safe distance
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format


28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Active involvement in most activities
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A polite request & using 'please' or 'would appreciate'


29. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) content & b) feeling & c) feeling and meaning
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


30. Identify two primary components of observing & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


31. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


32. Identify the techniques used in asking questions & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired


33. Explain that the statement 'human actions determine human reactions' means...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


34. List various basic feeling words & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) happy & b) angry & c) confused & d) sad & e) scared


35. List the application skills used in controlling behavior as...
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior


36. Define ' direct request format' as...
Keeping a safe distance
Identifying the behavior/action desired
The ability to capture in words the specific feelings being presented by inmate
A) behavior & b) appearance & c) environment


37. Identify the levels of responding & to include...
A) behavior & b) appearance & c) environment
A) content & b) feeling & c) feeling and meaning
Identifying the behavior/action desired
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)


38. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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


39. Identify several things an officer might look for when first coming on shift & to include...
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
Open up communications with inmate rather than shutting it off
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)


40. Define 'interpersonal communication' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Transmission and receipt of a message to effect some kind of action
Taken very seriously
Keeping a safe distance


41. 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
Holding your body in such a way to show strength & confidence & interest and control
A) behavior & b) appearance & c) environment
A) reflect on feeling and reason & b) respond to feeling and meaning


42. 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) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle
Refer the inmate to a counselor or other specialist at the facility
Taken very seriously


43. Define 'responding to content' as...
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A polite request & using 'please' or 'would appreciate'


44. 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)
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning
A) position & b) observe & c) posture & d) listen


45. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


46. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Transmission and receipt of a message to effect some kind of action
Refer the inmate to a counselor or other specialist at the facility


47. Define 'taking action' as...
Selecting the best way to make requests
Taken very seriously
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle


48. Identify components of good posturing & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) responding & b) asking questions


49. Define 'interpersonal communication' as...
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
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling


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

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