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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. Explain that questions are used in addition to the basic skills and responding techniques to...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Open up communications with inmate rather than shutting it off
Selecting the best way to make requests

2. Identify aspects considered during the initial stage of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Open up communications with inmate rather than shutting it off
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) behavior & b) appearance & c) environment

3. Identify two primary components of observing & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

4. 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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Identifying the behavior/action desired
Keeping a safe distance

5. Identify one primary components of observing & to include...
Look carefully
A) positive & b) negative & c) neutral
A) happy & b) angry & c) confused & d) sad & e) scared
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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...
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch
Taken very seriously
A) check things out & b) take appropriate action

7. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Open up communications with inmate rather than shutting it off
A) reflect on feeling and intensity & b) respond to feeling
A) low & b) moderate & c) high

8. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to capture in words the specific feelings being presented by inmate
A) reflect on What was seen and heard & b) use a responding format

9. Identify three major elements of positioning & 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) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and intensity & b) respond to feeling
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

10. Define ' direct request format' as...
Selecting the best way to make requests
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired

11. Identify three major elements of positioning & 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

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

13. Identify one consideration for giving inmate a reason for your response & to include...
The ability to capture in words the specific feelings being presented by inmate
A) inform & b) persuade & c) entertain & d) indicate action
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

14. Identify steps of responding to content & 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)
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on What was seen and heard & b) use a responding format

15. Identify the elements of reinforcing behavior as...
A polite request & using 'please' or 'would appreciate'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Transmission and receipt of a message to effect some kind of action
A) check things out & b) give a response and reason

16. Define 'controlling behavior' as...
Refer the inmate to a counselor or other specialist at the facility
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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

17. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

18. 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) responding & b) asking questions
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

19. Identify that inferences are more likely to be...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Reflect a person's prejudice and attitude
A) feeling cues & b) relationships & c) energy levels & d) values
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

20. Identify steps involved in making requests & to include...
A) responding & b) asking questions
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A polite request & using 'please' or 'would appreciate'

21. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Gathering information quickly and accurately regarding What is occurring in the surroundings

22. Define 'interpersonal communication' as...
A) reflect on What was seen and heard & b) use a responding format
Transmission and receipt of a message to effect some kind of action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) volume & b) emotion & c) pitch

23. Identify steps in responding to feeling & to include...
Active involvement in most activities
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and intensity & b) respond to feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

24. Define 'responding to feeling' as...
A) position & b) observe & c) posture & d) listen
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Active involvement in most activities
The ability to capture in words the specific feelings being presented by inmate

25. Identify the techniques used in asking questions & to include...
Taken very seriously
A) use the 5WH method & b) reflect on answers and recycle
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

26. 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
Active involvement in most activities
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Reflect a person's prejudice and attitude

27. Explain that questions are used in addition to the basic skills and responding techniques to...
A) content & b) feeling & c) feeling and meaning
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
Taken very seriously
Open up communications with inmate rather than shutting it off

28. Explain that nonverbal communication can...

29. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

30. Identify one consideration for giving inmate a reason for your response & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) where he/she lives & b) where he/she works & c) where he/she learns
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

31. Identify the 'add-on' skills in interpersonal communication & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of action
Taken very seriously
A) responding & b) asking questions

32. Define ' direct request format' as...
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and reason & b) respond to feeling and meaning
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

33. Two skills an officer needs for effective interpersonal communications...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning

34. Identify the categories of relationships and feelings as...
A) position & b) observe & c) posture & d) listen
A) inform & b) persuade & c) entertain & d) indicate action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) positive & b) negative & c) neutral

35. Identify steps of responding to content & to include...
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
Transmission and receipt of a message to effect some kind of action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

36. Define 'reinforcing behavior' as...
A) who & b) what & c) why & d) where & e) when & f) how
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 ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) ability to size up the situation & b) ability to communicate well with inmates

37. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) volume & b) emotion & c) pitch
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

38. Identify the 'add-on' skills in interpersonal communication & to include...
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions
Keeping a safe distance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

40. Identify one primary components of observing & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Look carefully
A polite request & using 'please' or 'would appreciate'
A) responding & b) asking questions

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

42. Define 'softening a request' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

43. Define 'taking action' as...
Active involvement in most activities
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

44. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) take appropriate action
The ability to capture in words the specific feelings being presented by inmate

45. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance
Reflect a person's prejudice and attitude
Ability to control inmate behavior

46. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and reason & b) respond to feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'

47. Identify various necessary elements in checking things out & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on What was seen and heard & b) use a responding format
A) use the 5WH method & b) reflect on answers and recycle
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

48. Define 'posturing' as...
A) low & b) moderate & c) high
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and intensity & b) respond to feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

49. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reflect on What was seen and heard & b) use a responding format
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

50. 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) positive & b) negative & c) neutral
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
Taken very seriously