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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. Identify steps involved in making requests & to include...
Look carefully
A) responding & b) asking questions
A) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared

2. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Keeping a safe distance

3. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) 'You're saying ________' & b) 'You look (or it looks) __________'

4. Explain that the statement 'human actions determine human reactions' means...
Taken very seriously
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment

5. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
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) happy & b) angry & c) confused & d) sad & e) scared

6. Identify one primary components of observing & to include...
Look carefully
A) responding & b) asking questions
Selecting the best way to make requests
A polite request & using 'please' or 'would appreciate'

7. Identify the steps involved in 'sizing up a situation &' to include...
A) responding & b) asking questions
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) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling

8. Identify the 'add-on' skills in interpersonal communication & to include...
Keeping a safe distance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions

9. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

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

11. Identify two considerations for giving inmate a reason for your response & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
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) check things out & b) take appropriate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

12. Identify the components of the 5WH method as asking...
A polite request & using 'please' or 'would appreciate'
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and reason & b) respond to feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how

13. Define 'controlling behavior' as...
A) behavior & b) appearance & c) environment
Active involvement in most activities
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) volume & b) emotion & c) pitch

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Look carefully
A) behavior & b) appearance & c) environment
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

15. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Active involvement in most activities
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'

16. Two skills an officer needs for effective interpersonal communications...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests

17. 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) handling requests & b) making requests & c) reinforcing behavior
A) content & b) feeling & c) feeling and meaning
A) position & b) observe & c) posture & d) listen

18. List the application skills used in controlling behavior as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) handling requests & b) making requests & c) reinforcing behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

19. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) responding & b) asking questions
A) inform & b) persuade & c) entertain & d) indicate action
Ability to control inmate behavior
A) positive & b) negative & c) neutral

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

21. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action

22. Define 'responding to content' as...
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
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

23. Identify several things an officer might look for when first coming on shift & to include...
A) position & b) observe & c) posture & d) listen
A) content & b) feeling & c) feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

24. Identify the techniques used in asking questions & to include...
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
The ability to capture in words the specific feelings being presented by inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

25. Identify one consideration for giving inmate a reason for your response & to include...
Active involvement in most activities
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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
Open up communications with inmate rather than shutting it off

26. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) ability to size up the situation & b) ability to communicate well with inmates
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

27. Define ' direct request format' as...
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude
Keeping a safe distance
Identifying the behavior/action desired

28. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) inform & b) persuade & c) entertain & d) indicate action
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)

29. Define ' direct request format' as...
Selecting the best way to make requests
Identifying the behavior/action desired
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

30. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) check things out & b) give a response and reason
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
Refer the inmate to a counselor or other specialist at the facility

31. Identify steps in responding to feeling & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Reflect a person's prejudice and attitude
A) reflect on feeling and intensity & b) respond to feeling
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

32. Identify two considerations for giving inmate a reason for your response & to include...
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
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action

33. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Reflect a person's prejudice and attitude
Gathering information quickly and accurately regarding What is occurring in the surroundings
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

34. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) handling requests & b) making requests & c) reinforcing behavior
Reflect a person's prejudice and attitude

35. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
Refer the inmate to a counselor or other specialist at the facility
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
Ability to control inmate behavior

36. Identify aspects considered during the initial stage of observing & to include...
Transmission and receipt of a message to effect some kind of action
A) feeling cues & b) relationships & c) energy levels & d) values
Taken very seriously
A) behavior & b) appearance & c) environment

37. Identify two primary components of observing & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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
A) responding & b) asking questions

38. Explain that nonverbal communication can...

39. Identify the steps in handling request & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

40. Identify techniques to use in taking action & 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Open up communications with inmate rather than shutting it off
A) position & b) observe & c) posture & d) listen

41. Explain 'sizing up a situation 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
A) feeling cues & b) relationships & c) energy levels & d) values
Refer the inmate to a counselor or other specialist at the facility
Gathering information quickly and accurately regarding What is occurring in the surroundings

42. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Active involvement in most activities
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings
Ability to control inmate behavior

43. Identify the steps involved in 'sizing up a situation &' to include...
A) check things out & b) give a response and reason
Open up communications with inmate rather than shutting it off
A) ability to size up the situation & b) ability to communicate well with inmates
A) position & b) observe & c) posture & d) listen

44. Identify steps involved in making requests & to include...
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Open up communications with inmate rather than shutting it off

45. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Active involvement in most activities

46. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to capture in words the specific feelings being presented by inmate
Gathering information quickly and accurately regarding What is occurring in the surroundings

47. Identify several things an officer might look for when first coming on shift & to include...
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) 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

48. Identify steps in responding to feeling and meaning & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning
A) behavior & b) appearance & c) environment

49. List various basic feeling words & to include...
Selecting the best way to make requests
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

50. List various basic feeling words & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) happy & b) angry & c) confused & d) sad & e) scared