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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 purpose of communication & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

2. Define 'interpersonal communication' as...
Look carefully
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action

3. Identify one major element of positioning & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) responding & b) asking questions
Keeping a safe distance
Taken very seriously

4. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Transmission and receipt of a message to effect some kind of action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

5. Identify steps in responding to feeling & 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) reflect on feeling and reason & b) respond to feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and intensity & b) respond to feeling

6. Identify aspects considered during the initial stage of observing & to include...
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment
A) where he/she lives & b) where he/she works & c) where he/she learns

7. Identify the categories of relationships and feelings as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Holding your body in such a way to show strength & confidence & interest and control
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral

8. Explain 'sizing up a situation as...
A) position & b) observe & c) posture & d) listen
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

9. Identify one primary components of observing & to include...
Look carefully
A) responding & b) asking questions
A) who & b) what & c) why & d) where & e) when & f) how
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

10. Explain clues that can be used to develop inferences & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Refer the inmate to a counselor or other specialist at the facility
The ability to capture in words the specific feelings being presented by inmate
A) feeling cues & b) relationships & c) energy levels & d) values

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

12. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities
A) feeling cues & b) relationships & c) energy levels & d) values
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

13. Identify various necessary elements in checking things out & to include...
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) positive & b) negative & c) neutral
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

15. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'

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

17. Identify the major categories of energy levels and describe their respective characteristics as...
A) check things out & b) take appropriate action
A) low & b) moderate & c) high
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

18. Identify steps in responding to feeling and meaning & 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 feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action
A) inform & b) persuade & c) entertain & d) indicate action

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A polite request & using 'please' or 'would appreciate'
Transmission and receipt of a message to effect some kind of action
A) ability to size up the situation & b) ability to communicate well with inmates

20. Define 'responding to feeling' as...
A) position & b) observe & c) posture & d) listen
A) handling requests & b) making requests & c) reinforcing behavior
The ability to capture in words the specific feelings being presented by inmate
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

21. Identify one primary components of observing & 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) reflect on What was seen and heard & b) use a responding format
Look carefully

22. 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) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Refer the inmate to a counselor or other specialist at the facility

23. Explain that nonverbal communication can...

24. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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)
Holding your body in such a way to show strength & confidence & interest and control
A) who & b) what & c) why & d) where & e) when & f) how

25. Explain that questions are used in addition to the basic skills and responding techniques to...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Open up communications with inmate rather than shutting it off
A) volume & b) emotion & c) pitch
Selecting the best way to make requests

26. Define 'taking action' as...
Selecting the best way to make requests
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Reflect a person's prejudice and attitude
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

27. Identify the levels of responding & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) content & b) feeling & c) feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

28. Identify the steps in handling request & to include...
Reflect a person's prejudice and attitude
Ability to control inmate behavior
A) check things out & b) give a response and reason
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

29. Define 'responding to content' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) ability to size up the situation & b) ability to communicate well with inmates

30. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

31. List the application skills used in controlling behavior as...
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format

32. Define 'softening a request' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The ability to capture in words the specific feelings being presented by 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)

33. Identify the components of the 5WH method as asking...
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) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

34. Identify the steps in handling request & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
A polite request & using 'please' or 'would appreciate'

35. Identify various necessary elements in checking things out & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on What was seen and heard & b) use a responding format
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

36. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) happy & b) angry & c) confused & d) sad & e) scared
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action

37. Identify one consideration for giving inmate a reason for your response & to include...
Taken very seriously
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) give a response and reason
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

38. Identify various questions to be asked in reflecting & to include...
Keeping a safe distance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on What was seen and heard & b) use a responding format
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

39. 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) position & b) observe & c) posture & d) listen
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

40. Identify techniques to use in taking action & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

41. Identify the techniques used in asking questions & to include...
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Keeping a safe distance

42. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
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
Transmission and receipt of a message to effect some kind of action

43. Identify the elements of reinforcing behavior as...
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) 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

44. Identify the elements of reinforcing behavior as...
Transmission and receipt of a message to effect some kind of action
Refer the inmate to a counselor or other specialist at the facility
Reflect a person's prejudice and attitude
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

45. 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
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen

46. Identify that inferences are more likely to be...
A polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) behavior & b) appearance & c) environment
Refer the inmate to a counselor or other specialist at the facility

47. 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings

48. Define 'controlling behavior' as...
Look carefully
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

49. Define 'taking action' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Selecting the best way to make requests
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully

50. Define 'controlling behavior' as...
A) reflect on What was seen and heard & b) use a responding format
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Active involvement in most activities