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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. Define 'taking action' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) inform & b) persuade & c) entertain & d) indicate action
A) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests

2. Define 'posturing' as...
A) use the 5WH method & b) reflect on answers and recycle
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

3. Identify techniques to use in taking action & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

4. Define 'reinforcing behavior' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Open up communications with inmate rather than shutting it off
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

5. Identify the techniques used in asking questions & 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) give a response and reason
A) use the 5WH method & b) reflect on answers and recycle

6. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
Selecting the best way to make requests

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

8. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

9. Identify the categories of relationships and feelings as...
Look carefully
A) positive & b) negative & c) neutral
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

10. Identify several things an officer might look for when first coming on shift & to include...
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
A) low & b) moderate & c) high
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

11. Identify the purpose of communication & to include...
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
A) check things out & b) take appropriate action
A) position & b) observe & c) posture & d) listen

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Active involvement in most activities
Reflect a person's prejudice and attitude
A) check things out & b) give a response and reason

13. Identify steps in responding to feeling & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and intensity & b) respond to feeling
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) behavior & b) appearance & c) environment

14. Identify the elements of reinforcing behavior as...
A) check things out & b) take appropriate action
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment

15. Define 'reinforcing behavior' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Holding your body in such a way to show strength & confidence & interest and control
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

17. List various basic feeling words & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and intensity & b) respond to feeling
A) inform & b) persuade & c) entertain & d) indicate action

18. 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)
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

19. Identify the steps in handling request & to include...
Taken very seriously
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) check things out & b) give a response and reason
A) low & b) moderate & c) high

20. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) handling requests & b) making requests & c) reinforcing behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and reason & b) respond to feeling and meaning

21. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) reflect on feeling and reason & b) respond to feeling and meaning
Ability to control inmate behavior
Selecting the best way to make requests

22. Identify steps in listening & to include...
A) behavior & b) appearance & c) environment
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) handling requests & b) making requests & c) reinforcing behavior

23. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Taken very seriously
Selecting the best way to make requests
A) check things out & b) give a response and reason

24. Two skills an officer needs for effective interpersonal communications...
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
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason

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

26. Identify two primary components of observing & to include...
A) positive & b) negative & c) neutral
Gathering information quickly and accurately regarding What is occurring in the surroundings
Ability to control inmate behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

27. Identify that inferences are more likely to be...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Selecting the best way to make requests
Active involvement in most activities

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...
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
Taken very seriously
Ability to control inmate behavior

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

30. Identify various questions to be asked in reflecting & to include...
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taken very seriously

31. Define 'interpersonal communication' as...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Transmission and receipt of a message to effect some kind of action

32. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch
A) reflect on feeling and intensity & b) respond to feeling
Reflect a person's prejudice and attitude

33. 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) feeling cues & b) relationships & c) energy levels & d) values
A) content & b) feeling & c) feeling and meaning
Ability to control inmate behavior

34. Identify two considerations for giving inmate a reason for your response & 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) positive & b) negative & c) neutral

35. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Transmission and receipt of a message to effect some kind of action
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

36. Identify steps of responding to content & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's 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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format

37. Define ' direct request format' as...
Identifying the behavior/action desired
A) check things out & b) take appropriate action
Ability to control inmate behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

38. Define 'controlling behavior' as...
Identifying the behavior/action desired
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

39. Identify one primary components of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) low & b) moderate & c) high
Look carefully

40. Define 'responding to feeling' as...
A) volume & b) emotion & c) pitch
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) take appropriate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

41. Identify various questions to be asked in reflecting & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) check things out & b) give a response and reason

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

43. Define 'controlling behavior' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

44. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) behavior & b) appearance & c) environment
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

45. Identify one primary components of observing & to include...
Look carefully
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

46. Identify techniques to use in taking action & to include...
Reflect a person's prejudice and attitude
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

47. Explain that the statement 'human actions determine human reactions' means...
A) reflect on feeling and intensity & b) respond to feeling
A) volume & b) emotion & c) pitch
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

48. Identify the steps involved in 'sizing up a situation &' to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) position & b) observe & c) posture & d) listen
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

49. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) low & b) moderate & c) high
Keeping a safe distance

50. Identify one major element of positioning & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Keeping a safe distance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort