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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 involved in 'sizing up a situation &' to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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) position & b) observe & c) posture & d) listen

2. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) volume & b) emotion & c) pitch
Transmission and receipt of a message to effect some kind of action

3. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A polite request & using 'please' or 'would appreciate'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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) 'You're saying ________' & b) 'You look (or it looks) __________'

4. Explain that the statement 'human actions determine human reactions' means...
A polite request & using 'please' or 'would appreciate'
The ability to capture in words the specific feelings being presented by inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

5. Identify the purpose of communication & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) inform & b) persuade & c) entertain & d) indicate action
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

6. Identify techniques to use in taking action & to include...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

7. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning

8. Explain that nonverbal communication can...

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9. Define 'reinforcing behavior' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action

10. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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
Ability to control inmate behavior
A polite request & using 'please' or 'would appreciate'

11. Identify two considerations for giving inmate a reason for your response & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
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) ability to size up the situation & b) ability to communicate well with inmates
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

12. Identify aspects considered during the initial stage of observing & 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) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude
A polite request & using 'please' or 'would appreciate'

13. 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
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
The ability to capture in words the specific feelings being presented by inmate

14. Explain 'sizing up a situation as...
A) where he/she lives & b) where he/she works & c) where he/she learns
Transmission and receipt of a message to effect some kind of action
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

15. Identify the 'add-on' skills in interpersonal communication & to include...
Selecting the best way to make requests
A) responding & b) asking questions
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) content & b) feeling & c) feeling and meaning

16. List the application skills used in controlling behavior 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) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

17. Define 'softening a request' as...
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
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns

18. 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 What was seen and heard & b) use a responding format
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

19. Identify steps in listening & to include...
A) use the 5WH method & b) reflect on answers and recycle
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

20. Define 'taking action' as...
Keeping a safe distance
Selecting the best way to make requests
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

21. Identify steps in responding to feeling and meaning & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Identifying the behavior/action desired
A) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning

22. Identify one consideration for giving inmate a reason for your response & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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) ability to size up the situation & b) ability to communicate well with inmates
A) use the 5WH method & b) reflect on answers and recycle

23. Identify aspects considered during the initial stage of observing & to include...
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) behavior & b) appearance & c) environment

24. Identify steps of responding to content & to include...
A polite request & using 'please' or 'would appreciate'
A) volume & b) emotion & c) pitch
A) reflect on What was seen and heard & b) use a responding format
Active involvement in most activities

25. Identify the levels of responding & to include...
A) responding & b) asking questions
Keeping a safe distance
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason

26. Identify components of good posturing & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

27. Define ' direct request format' as...
Reflect a person's prejudice and attitude
Ability to control inmate behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Identifying the behavior/action desired

28. 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...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously

29. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared
A) where he/she lives & b) where he/she works & c) where he/she learns
A) inform & b) persuade & c) entertain & d) indicate action

30. Identify three major elements of positioning & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

31. Identify steps in responding to feeling & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling

32. Identify the elements of reinforcing behavior as...
A polite request & using 'please' or 'would appreciate'
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

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34. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Reflect a person's prejudice and attitude
Selecting the best way to make requests
A) check things out & b) give a response and reason
Ability to control inmate behavior

35. Define 'softening a request' as...
A) content & b) feeling & c) 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
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) inform & b) persuade & c) entertain & d) indicate action

36. Identify that inferences are more likely to be...
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)
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Reflect a person's prejudice and attitude

37. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) low & b) moderate & c) high
Identifying the behavior/action desired
Ability to control inmate behavior
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)

39. Define 'responding to content' as...
The ability to capture in words the specific feelings being presented by inmate
A) who & b) what & c) why & d) where & e) when & f) how
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) volume & b) emotion & c) pitch
Keeping a safe distance

41. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) who & b) what & c) why & d) where & e) when & f) how
A) feeling cues & b) relationships & c) energy levels & d) values
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

42. Define 'reinforcing behavior' as...
A) volume & b) emotion & c) pitch
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
A) behavior & b) appearance & c) environment

43. Identify several things an officer might look for when first coming on shift & to include...
Ability to control inmate behavior
Look carefully
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

44. Identify various questions to be asked in reflecting & to include...
A polite request & using 'please' or 'would appreciate'
A polite request & using 'please' or 'would appreciate'
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

45. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities
Look carefully
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

46. Identify the steps involved in 'sizing up a situation &' to include...
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) position & b) observe & c) posture & d) listen
A) responding & b) asking questions

47. Two skills an officer needs for effective interpersonal communications...
A) handling requests & b) making requests & c) reinforcing behavior
Active involvement in most activities
A) ability to size up the situation & b) ability to communicate well with inmates
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

48. Define ' direct request format' as...
Reflect a person's prejudice and attitude
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired

49. Identify the components of the 5WH method as asking...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) who & b) what & c) why & d) where & e) when & f) how
A) feeling cues & b) relationships & c) energy levels & d) values

50. Identify one primary components of observing & to include...
A) content & b) feeling & c) feeling and meaning
A) position & b) observe & c) posture & d) listen
Look carefully
Holding your body in such a way to show strength & confidence & interest and control