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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 components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taken very seriously
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) 'You're saying ________' & b) 'You look (or it looks) __________'

2. Define 'responding to content' as...
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
Reflect a person's prejudice and attitude

3. Identify two primary components of observing & to include...
Keeping a safe distance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Open up communications with inmate rather than shutting it off
A polite request & using 'please' or 'would appreciate'

4. Define 'taking action' as...
The ability to capture in words the specific feelings being presented by inmate
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Selecting the best way to make requests
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

5. Identify the 'add-on' skills in interpersonal communication & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) responding & b) asking questions

6. Identify the 'add-on' skills in interpersonal communication & to include...
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) responding & b) asking questions

7. Define 'softening a request' as...
A) position & b) observe & c) posture & d) listen
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Gathering information quickly and accurately regarding What is occurring in the surroundings

8. Explain clues that can be used to develop inferences & to include...
A) check things out & b) take appropriate action
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
A) feeling cues & b) relationships & c) energy levels & d) values

9. 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to capture in words the specific feelings being presented by inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

10. Identify that inferences are more likely to be...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) positive & b) negative & c) neutral
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior

11. Define 'interpersonal communication' as...
Identifying the behavior/action desired
A) reflect on feeling and intensity & b) respond to feeling
The ability to capture in words the specific feelings being presented by inmate
Transmission and receipt of a message to effect some kind of action

12. Identify the techniques used in asking questions & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle

13. 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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
Transmission and receipt of a message to effect some kind of action

14. Define 'taking action' as...
Refer the inmate to a counselor or other specialist at the facility
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) handling requests & b) making requests & c) reinforcing behavior

15. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen

16. 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
Ability to control inmate behavior
The ability to capture in words the specific feelings being presented by inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

17. Identify steps involved in making requests & to include...
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
A) check things out & b) take appropriate action
Look carefully

18. Explain that questions are used in addition to the basic skills and responding techniques to...
A) reflect on feeling and intensity & b) respond to feeling
Reflect a person's prejudice and attitude
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)
Open up communications with inmate rather than shutting it off

19. Identify the categories of relationships and feelings as...
A) ability to size up the situation & b) ability to communicate well with inmates
A) positive & b) negative & c) neutral
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

20. List the application skills used in controlling behavior as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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)
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior

21. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

22. Explain that nonverbal communication can...

23. Identify the elements of reinforcing behavior as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) who & b) what & c) why & d) where & e) when & f) how

24. Identify one consideration for giving inmate a reason for your response & to include...
Ability to control inmate behavior
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

25. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) take appropriate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Gathering information quickly and accurately regarding What is occurring in the surroundings

26. Identify one major element of positioning & to include...
Refer the inmate to a counselor or other specialist at the facility
A) volume & b) emotion & c) pitch
Keeping a safe distance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

27. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) content & b) feeling & c) feeling and meaning
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)

28. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared

29. Explain 'sizing up a situation as...
A) behavior & b) appearance & c) environment
Gathering information quickly and accurately regarding What is occurring in the surroundings
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)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

31. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Reflect a person's prejudice and attitude
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) responding & b) asking questions

32. Identify steps in responding to feeling and meaning & to include...
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning
Selecting the best way to make requests
Active involvement in most activities

33. Identify the three basic environments of every individual & to include...
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) give a response and reason
A) who & b) what & c) why & d) where & e) when & f) how
A) where he/she lives & b) where he/she works & c) where he/she learns

34. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The ability to capture in words the specific feelings being presented by inmate

35. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Keeping a safe distance
Look carefully
Refer the inmate to a counselor or other specialist at the facility
A) content & b) feeling & c) feeling and meaning

36. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Selecting the best way to make requests
A) who & b) what & c) why & d) where & e) when & f) how
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)
Open up communications with inmate rather than shutting it off

37. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)
Keeping a safe distance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

38. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

39. Identify the three basic environments of every individual & to include...
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior
Look carefully

40. Identify steps of responding to content & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) where he/she lives & b) where he/she works & c) where he/she learns
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on What was seen and heard & b) use a responding format

41. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) happy & b) angry & c) confused & d) sad & e) scared
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on What was seen and heard & b) use a responding format

42. Identify the steps in handling request & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) content & b) feeling & c) feeling and meaning
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) check things out & b) give a response and reason

43. Identify the purpose of communication & to include...
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) content & b) feeling & c) feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action

44. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Selecting the best way to make requests
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

45. Identify three major elements of positioning & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Identifying the behavior/action desired
A) reflect on feeling and reason & b) respond to feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

46. Explain that nonverbal communication can...

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

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

49. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) where he/she lives & b) where he/she works & c) where he/she learns
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) behavior & b) appearance & c) environment
Active involvement in most activities

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