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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 two primary components of observing & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

2. Identify steps in responding to feeling and meaning & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and reason & b) respond to feeling and meaning
A polite request & using 'please' or 'would appreciate'
Holding your body in such a way to show strength & confidence & interest and control

3. Identify steps of responding to content & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Look carefully
A) reflect on What was seen and heard & b) use a responding format

4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Holding your body in such a way to show strength & confidence & interest and control
A) responding & b) asking questions
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities

5. Identify that inferences are more likely to be...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Identifying the behavior/action desired
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

6. Identify various necessary elements in checking things out & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

7. Define 'posturing' as...
A) low & b) moderate & c) high
Holding your body in such a way to show strength & confidence & interest and control
A) behavior & b) appearance & c) environment
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

8. Identify the elements of reinforcing behavior as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Identifying the behavior/action desired
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

9. Identify the steps in handling request & to include...
Refer the inmate to a counselor or other specialist at the facility
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) check things out & b) give a response and reason

10. Identify the steps involved in 'sizing up a situation &' to include...
Reflect a person's prejudice and attitude
A) position & b) observe & c) posture & d) listen
A) reflect on What was seen and heard & b) use a responding format
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

11. Define ' direct request format' as...
Identifying the behavior/action desired
A) who & b) what & c) why & d) where & e) when & f) how
A) inform & b) persuade & c) entertain & d) indicate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

12. Identify the steps involved in 'sizing up a situation &' to include...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) who & b) what & c) why & d) where & e) when & f) how
A) content & b) feeling & c) feeling and meaning
A) position & b) observe & c) posture & d) listen

13. List the application skills used in controlling behavior as...
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle

14. Identify one major element of positioning & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Active involvement in most activities
Keeping a safe distance
A) who & b) what & c) why & d) where & e) when & f) how

15. Identify three characteristics of voice Which may be used to determine intensity & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) volume & b) emotion & c) pitch
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

16. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Keeping a safe distance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

17. Define 'responding to feeling' 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) check things out & b) give a response and reason
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate

18. Identify the techniques used in asking questions & to include...
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen

19. 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...
Transmission and receipt of a message to effect some kind of action
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

20. Identify the components of the 5WH method as asking...
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
Identifying the behavior/action desired
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

21. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on feeling and reason & b) respond to feeling and meaning
A) position & b) observe & c) posture & d) listen

22. Identify the techniques used in asking questions & to include...
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

24. Identify the categories of relationships and feelings as...
Identifying the behavior/action desired
A) positive & b) negative & c) neutral
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) low & b) moderate & c) high

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) feeling cues & b) relationships & c) energy levels & d) values
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A polite request & using 'please' or 'would appreciate'

26. Identify two considerations for giving inmate a reason for your response & to include...
Reflect a person's prejudice and attitude
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

27. Define ' direct request format' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and intensity & b) respond to feeling
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired

28. 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
Ability to control inmate behavior
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format

29. Define 'reinforcing behavior' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) happy & b) angry & c) confused & d) sad & e) scared
A) volume & b) emotion & c) pitch
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

30. Identify techniques to use in taking action & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) who & b) what & c) why & d) where & e) when & f) how
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

31. Identify the categories of relationships and feelings as...
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taken very seriously

32. Identify steps in responding to feeling and meaning & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and reason & b) respond to feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) give a response and reason

33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) check things out & b) take appropriate action
A) reflect on feeling and reason & b) respond to 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)
A) inform & b) persuade & c) entertain & d) indicate action

34. Identify steps in listening & to include...
A) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Transmission and receipt of a message to effect some kind of action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

35. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

37. Explain that nonverbal communication can...

38. Two skills an officer needs for effective interpersonal communications...
Holding your body in such a way to show strength & confidence & interest and control
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

39. Identify steps of responding to content & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on What was seen and heard & b) use a responding format

40. Identify three major elements of positioning & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) feeling cues & b) relationships & c) energy levels & d) values
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

41. Define 'interpersonal communication' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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
Transmission and receipt of a message to effect some kind of action

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

43. Define 'taking action' as...
A) position & b) observe & c) posture & d) listen
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
Look carefully

44. Define 'controlling behavior' as...
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
Identifying the behavior/action desired
Reflect a person's prejudice and attitude

45. 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)
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

46. Identify the elements of reinforcing behavior as...
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
A) responding & b) asking questions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

47. Identify aspects considered during the initial stage of observing & to include...
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns
A) behavior & b) appearance & c) environment
A) volume & b) emotion & c) pitch

48. Explain that the statement 'human actions determine human reactions' means...
Ability to control inmate behavior
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
A) position & b) observe & c) posture & d) listen

49. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control
Refer the inmate to a counselor or other specialist at the facility
Gathering information quickly and accurately regarding What is occurring in the surroundings

50. 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A polite request & using 'please' or 'would appreciate'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort