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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 the steps in handling request & to include...
A) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) where he/she lives & b) where he/she works & c) where he/she learns
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

2. 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) happy & b) angry & c) confused & d) sad & e) scared
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously

3. Two skills an officer needs for effective interpersonal communications...
A) handling requests & b) making requests & c) reinforcing behavior
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates

4. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

5. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) positive & b) negative & c) neutral
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reflect on What was seen and heard & b) use a responding format

6. 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...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) position & b) observe & c) posture & d) listen
Taken very seriously
Transmission and receipt of a message to effect some kind of action

7. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
Taken very seriously
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

8. Identify the purpose of communication & to include...
A) content & b) feeling & c) feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude
Selecting the best way to make requests

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

10. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) behavior & b) appearance & c) environment
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Transmission and receipt of a message to effect some kind of action

11. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off

12. Define ' direct request format' as...
Taken very seriously
A) reflect on feeling and reason & b) respond to feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Identifying the behavior/action desired

13. Identify the levels of responding & to include...
Look carefully
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) content & b) feeling & c) feeling and meaning
A) reflect on What was seen and heard & b) use a responding format

14. List the application skills used in controlling behavior as...
A) check things out & b) take appropriate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) handling requests & b) making requests & c) reinforcing behavior

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

16. 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) reflect on feeling and reason & b) respond to feeling and meaning
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

17. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Selecting the best way to make requests
A) volume & b) emotion & c) pitch

18. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
The ability to capture in words the specific feelings being presented by inmate
A) ability to size up the situation & b) ability to communicate well with inmates

19. Identify aspects considered during the initial stage of observing & 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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously

20. Identify various necessary elements in checking things out & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Reflect a person's prejudice and attitude
A) check things out & b) give a response and reason

21. 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) take appropriate action

22. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior

23. Identify the categories of relationships and feelings as...
A) responding & b) asking questions
A) happy & b) angry & c) confused & d) sad & e) scared
A) positive & b) negative & c) neutral
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

24. Define 'taking action' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Ability to control inmate behavior
Look carefully
Selecting the best way to make requests

25. Define ' direct request format' as...
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) check things out & b) give a response and reason
Identifying the behavior/action desired

26. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) low & b) moderate & c) high
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

27. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) responding & b) asking questions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) where he/she lives & b) where he/she works & c) where he/she learns

28. Two skills an officer needs for effective interpersonal communications...
Reflect a person's prejudice and attitude
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
A) ability to size up the situation & b) ability to communicate well with inmates

29. 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
The ability to capture in words the specific feelings being presented by inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

30. Define 'interpersonal communication' as...
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action
Taken very seriously
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

31. Explain that nonverbal communication can...

32. Identify steps in responding to feeling and meaning & to include...
A) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning
A) position & b) observe & c) posture & d) listen
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

33. Identify two primary components of observing & to include...
The ability to capture in words the specific feelings being presented by inmate
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

34. Identify one consideration for giving inmate a reason for your response & 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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 feeling and intensity & b) respond to feeling

35. Define 'reinforcing behavior' as...
Refer the inmate to a counselor or other specialist at the facility
Keeping a safe distance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Look carefully

36. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

37. Define 'responding to feeling' as...
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
The ability to capture in words the specific feelings being presented by inmate

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
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)
Transmission and receipt of a message to effect some kind of action
Open up communications with inmate rather than shutting it off

39. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Ability to control inmate behavior
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

40. List various basic feeling words & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action

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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Ability to control inmate behavior

42. Identify the 'add-on' skills in interpersonal communication & to include...
A polite request & using 'please' or 'would appreciate'
A) inform & b) persuade & c) entertain & d) indicate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) responding & b) asking questions

43. Identify the steps involved in 'sizing up a situation &' to include...
The ability to capture in words the specific feelings being presented by inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

44. Define 'taking action' as...
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
A) reflect on What was seen and heard & b) use a responding format
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

45. Identify one major element of positioning & to include...
Keeping a safe distance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) feeling cues & b) relationships & c) energy levels & d) values
Refer the inmate to a counselor or other specialist at the facility

46. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
Refer the inmate to a counselor or other specialist at the facility
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

47. Identify one major element of positioning & to include...
A) behavior & b) appearance & c) environment
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

48. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Refer the inmate to a counselor or other specialist at the facility
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

49. Identify the steps in handling request & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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) give a response and reason

50. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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