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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 aspects considered during the initial stage of observing & to include...
Look carefully
A) volume & b) emotion & c) pitch
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment

2. Identify the levels of responding & to include...
A) check things out & b) give a response and reason
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

3. Identify the techniques used in asking questions & to include...
A) check things out & b) give a response and reason
A) use the 5WH method & b) reflect on answers and recycle
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior

4. Identify the elements of reinforcing behavior as...
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reflect on What was seen and heard & b) use a responding format

5. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Taken very seriously
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
Active involvement in most activities

6. Identify various necessary elements in checking things out & to include...
A) responding & b) asking questions
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
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

7. Identify the three basic environments of every individual & to include...
A) reflect on What was seen and heard & b) use a responding format
A) where he/she lives & b) where he/she works & c) where he/she learns
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

8. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) check things out & b) take appropriate action
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and intensity & b) respond to feeling

9. Identify techniques to use in taking action & to include...
Reflect a person's prejudice and attitude
The ability to capture in words the specific feelings being presented by inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

10. Identify the steps in handling request & to include...
Active involvement in most activities
A) handling requests & b) making requests & c) reinforcing behavior
Open up communications with inmate rather than shutting it off
A) check things out & b) give a response and reason

11. 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) behavior & b) appearance & c) environment
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. List the application skills used in controlling behavior as...
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior
A polite request & using 'please' or 'would appreciate'
A) check things out & b) give a response and reason

13. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) happy & b) angry & c) confused & d) sad & e) scared
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
Refer the inmate to a counselor or other specialist at the facility

14. Define 'controlling behavior' as...
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
Keeping a safe distance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

15. Identify steps involved in making requests & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
Gathering information quickly and accurately regarding What is occurring in the surroundings

16. 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) use the 5WH method & b) reflect on answers and recycle
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) feeling cues & b) relationships & c) energy levels & d) values
Holding your body in such a way to show strength & confidence & interest and control
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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

18. Identify three characteristics of voice Which may be used to determine intensity & 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) volume & b) emotion & c) pitch
A) check things out & b) give a response and reason
A) position & b) observe & c) posture & d) listen

19. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) position & b) observe & c) posture & d) listen
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

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

22. Identify the components of the 5WH method as asking...
Reflect a person's prejudice and attitude
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how

23. Two skills an officer needs for effective interpersonal communications...
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) ability to size up the situation & b) ability to communicate well with inmates
Gathering information quickly and accurately regarding What is occurring in the surroundings

24. Identify the steps involved in 'sizing up a situation &' to include...
Taken very seriously
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) position & b) observe & c) posture & d) listen
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

25. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

26. Identify one major element of positioning & to include...
A) behavior & b) appearance & c) environment
A) position & b) observe & c) posture & d) listen
Keeping a safe distance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

27. Identify one primary components of observing & to include...
Open up communications with inmate rather than shutting it off
A) check things out & b) take appropriate action
The ability to capture in words the specific feelings being presented by inmate
Look carefully

28. Identify several things an officer might look for when first coming on shift & to include...
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) responding & b) asking questions

29. Identify the three basic environments of every individual & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high

30. Identify that inferences are more likely to be...
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) take appropriate action
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

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

32. Identify components of good posturing & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Identifying the behavior/action desired

33. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Taken very seriously
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) responding & b) asking questions

34. Define 'softening a request' as...
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Ability to control inmate behavior

35. Define ' direct request format' as...
Transmission and receipt of a message to effect some kind of action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Identifying the behavior/action desired
A polite request & using 'please' or 'would appreciate'

36. Define 'taking action' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) position & b) observe & c) posture & d) listen
Selecting the best way to make requests
Keeping a safe distance

37. Explain that nonverbal communication can...

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

39. Identify one consideration for giving inmate a reason for your response & to include...
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
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

40. Explain that questions are used in addition to the basic skills and responding techniques to...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Open up communications with inmate rather than shutting it off
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

41. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on feeling and intensity & b) respond to feeling
Reflect a person's prejudice and attitude

42. Identify the categories of relationships and feelings as...
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

43. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) content & b) feeling & c) feeling and meaning
Active involvement in most activities
Ability to control inmate behavior

44. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) happy & b) angry & c) confused & d) sad & e) scared
A) use the 5WH method & b) reflect on answers and recycle
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

45. Identify techniques to use in taking action & to include...
Look carefully
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

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) feeling cues & b) relationships & c) energy levels & d) values
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

48. Identify that inferences are more likely to be...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

49. 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) happy & b) angry & c) confused & d) sad & e) scared
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

50. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Look carefully
The ability to capture in words the specific feelings being presented by inmate
Identifying the behavior/action desired