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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 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
Taken very seriously
Transmission and receipt of a message to effect some kind of action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

3. 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) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

4. Identify steps in responding to feeling & to include...
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
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

5. Identify steps in listening & to include...
The ability to capture in words the specific feelings being presented by inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

6. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
A) feeling cues & b) relationships & c) energy levels & d) values
Gathering information quickly and accurately regarding What is occurring in the surroundings

7. 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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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) use the 5WH method & b) reflect on answers and recycle

8. Identify aspects considered during the initial stage of observing & to include...
A) position & b) observe & c) posture & d) listen
A) behavior & b) appearance & c) environment
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities

9. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) volume & b) emotion & c) pitch

10. Explain that questions are used in addition to the basic skills and responding techniques to...
Identifying the behavior/action desired
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Open up communications with inmate rather than shutting it off

11. Identify the elements of reinforcing behavior as...
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

12. Define 'taking action' as...
A) check things out & b) take appropriate action
Selecting the best way to make requests
A) responding & b) asking questions
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

13. Identify techniques to use in taking action & to include...
Open up communications with inmate rather than shutting it off
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

14. Define 'responding to feeling' as...
A) check things out & b) take appropriate action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The ability to capture in words the specific feelings being presented by inmate

15. Identify the categories of relationships and feelings as...
Refer the inmate to a counselor or other specialist at the facility
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle
A) positive & b) negative & c) neutral

16. Explain clues that can be used to develop inferences & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) feeling cues & b) relationships & c) energy levels & d) values
Holding your body in such a way to show strength & confidence & interest and control

17. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
Ability to control inmate behavior
A) happy & b) angry & c) confused & d) sad & e) scared
Refer the inmate to a counselor or other specialist at the facility

18. Explain that questions are used in addition to the basic skills and responding techniques to...
A) position & b) observe & c) posture & d) listen
A) reflect on What was seen and heard & b) use a responding format
Open up communications with inmate rather than shutting it off
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

19. Explain clues that can be used to develop inferences & to include...
A) behavior & b) appearance & c) environment
A) feeling cues & b) relationships & c) energy levels & d) values
Ability to control inmate behavior
Ability to control inmate behavior

20. Explain that nonverbal communication can...

21. Identify one major element of positioning & to include...
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Holding your body in such a way to show strength & confidence & interest and control

22. Identify the levels of responding & to include...
A polite request & using 'please' or 'would appreciate'
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance

23. Identify techniques to use in taking action & to include...
A) position & b) observe & c) posture & d) listen
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

24. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) low & b) moderate & c) high
A polite request & using 'please' or 'would appreciate'

25. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason
A) reflect on feeling and reason & b) respond to feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared

26. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

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

28. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) low & b) moderate & c) high
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

29. Identify various necessary elements in checking things out & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Open up communications with inmate rather than shutting it off

30. 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)
Identifying the behavior/action desired
Holding your body in such a way to show strength & confidence & interest and control
Taken very seriously

31. Identify several things an officer might look for when first coming on shift & to include...
A) check things out & b) take appropriate action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

32. 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
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) position & b) observe & c) posture & d) listen

33. Identify one primary components of observing & to include...
Reflect a person's prejudice and attitude
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

34. Explain that the statement 'human actions determine human reactions' means...
Keeping a safe distance
A) feeling cues & b) relationships & c) energy levels & d) values
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

35. Identify the three basic environments of every individual & to include...
Open up communications with inmate rather than shutting it off
A) low & b) moderate & c) high
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) where he/she lives & b) where he/she works & c) where he/she learns

36. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) inform & b) persuade & c) entertain & d) indicate action
Gathering information quickly and accurately regarding What is occurring in the surroundings
Refer the inmate to a counselor or other specialist at the facility

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

38. Two skills an officer needs for effective interpersonal communications...
Holding your body in such a way to show strength & confidence & interest and control
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
The ability to capture in words the specific feelings being presented by inmate

39. Identify steps in listening & 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and intensity & b) respond to feeling

40. Identify one consideration for giving inmate a reason for your response & to include...
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) ability to size up the situation & b) ability to communicate well with inmates
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

41. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) volume & b) emotion & c) pitch
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

42. 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
A) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

43. Identify components of good posturing & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Reflect a person's prejudice and attitude

44. Identify that inferences are more likely to be...
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

45. Define 'responding to content' as...
A) who & b) what & c) why & d) where & e) when & f) how
A) positive & b) negative & c) neutral
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) content & b) feeling & c) feeling and meaning

46. Identify steps in responding to feeling and meaning & to include...
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
A) reflect on feeling and reason & b) respond to feeling and meaning
A polite request & using 'please' or 'would appreciate'

47. Define 'interpersonal communication' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

48. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
Identifying the behavior/action desired
Ability to control inmate behavior
A) behavior & b) appearance & c) environment

49. Define 'posturing' as...
A) low & b) moderate & c) high
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Refer the inmate to a counselor or other specialist at the facility
Holding your body in such a way to show strength & confidence & interest and control

50. 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)
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) check things out & b) take appropriate action
A) reflect on feeling and reason & b) respond to feeling and meaning