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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 three characteristics of voice Which may be used to determine intensity & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) volume & b) emotion & c) pitch
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

2. Identify two primary components of observing & 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Gathering information quickly and accurately regarding What is occurring in the surroundings

3. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) responding & b) asking questions
A) check things out & b) give a response and reason
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

4. Identify the levels of responding & to include...
Taken very seriously
A) content & b) feeling & c) feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
Refer the inmate to a counselor or other specialist at the facility

5. Define 'controlling behavior' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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
Open up communications with inmate rather than shutting it off

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...
Keeping a safe distance
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
Taken very seriously

7. Identify the categories of relationships and feelings as...
A) reflect on What was seen and heard & b) use a responding format
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral
A) reflect on feeling and intensity & b) respond to feeling

8. Define 'softening a request' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Active involvement in most activities
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

9. Identify steps in responding to feeling & to include...
A polite request & using 'please' or 'would appreciate'
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

10. Identify techniques to use in taking action & to include...
Look carefully
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) who & b) what & c) why & d) where & e) when & f) how
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Reflect a person's prejudice and attitude

12. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) happy & b) angry & c) confused & d) sad & e) scared
Reflect a person's prejudice and attitude

13. Explain 'sizing up a situation as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) inform & b) persuade & c) entertain & d) indicate action
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings

14. Explain that the statement 'human actions determine human reactions' means...
A) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Selecting the best way to make requests
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

15. Identify steps of responding to content & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
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
A) reflect on What was seen and heard & b) use a responding format

16. Identify aspects considered during the initial stage of observing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) behavior & b) appearance & c) environment

17. Identify one consideration for giving inmate a reason for your response & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

18. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off

19. Identify that inferences are more likely to be...
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

20. 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) happy & b) angry & c) confused & d) sad & e) scared
Open up communications with inmate rather than shutting it off

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

22. Identify components of good posturing & 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)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A polite request & using 'please' or 'would appreciate'
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

23. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) handling requests & b) making requests & c) reinforcing behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

24. Identify several things an officer might look for when first coming on shift & to include...
A) positive & b) negative & c) neutral
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

25. Identify the purpose of communication & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Active involvement in most activities
A) inform & b) persuade & c) entertain & d) indicate action

26. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
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
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

27. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off

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

29. Identify the components of the 5WH method as asking...
A) ability to size up the situation & b) ability to communicate well with inmates
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) who & b) what & c) why & d) where & e) when & f) how

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

31. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
The ability to capture in words the specific feelings being presented by inmate
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

32. Identify one major element of positioning & to include...
Keeping a safe distance
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

33. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) give a response and reason

34. List various basic feeling words & to include...
A) position & b) observe & c) posture & d) listen
Open up communications with inmate rather than shutting it off
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) happy & b) angry & c) confused & d) sad & e) scared

35. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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) reflect on feeling and reason & b) respond to feeling and meaning
A) responding & b) asking questions
Ability to control inmate behavior

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

37. Identify the levels of responding & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) ability to size up the situation & b) ability to communicate well with inmates
A) positive & b) negative & c) neutral
A) content & b) feeling & c) feeling and meaning

38. Identify the steps involved in 'sizing up a situation &' to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen

39. Explain that questions are used in addition to the basic skills and responding techniques to...
Holding your body in such a way to show strength & confidence & interest and control
Open up communications with inmate rather than shutting it off
Gathering information quickly and accurately regarding What is occurring in the surroundings
Reflect a person's prejudice and attitude

40. Define 'controlling behavior' as...
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

41. Define 'responding to content' as...
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) position & b) observe & c) posture & d) listen
A) reflect on What was seen and heard & b) use a responding format

42. Identify the techniques used in asking questions & to include...
Selecting the best way to make requests
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle

43. Identify the categories of relationships and feelings as...
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
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

44. Identify the elements of reinforcing behavior as...
A) inform & b) persuade & c) entertain & d) indicate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
A) low & b) moderate & c) high

45. 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
A) responding & b) asking questions
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates

46. Define 'responding to feeling' as...
A) inform & b) persuade & c) entertain & d) indicate action
A) use the 5WH method & b) reflect on answers and recycle
The ability to capture in words the specific feelings being presented by inmate
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

47. Define 'softening a request' as...
Keeping a safe distance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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
Look carefully

48. Identify two considerations for giving inmate a reason for your response & 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) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling
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

49. Identify techniques to use in taking action & 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
A) who & b) what & c) why & d) where & e) when & f) how
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Look carefully

50. Identify the techniques used in asking questions & to include...
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) ability to size up the situation & b) ability to communicate well with inmates