Test your basic knowledge |

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. Two skills an officer needs for effective interpersonal communications...
Keeping a safe distance
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

2. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning

3. 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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format

4. Identify three characteristics of voice Which may be used to determine intensity & to include...
Transmission and receipt of a message to effect some kind of action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility

5. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off

6. Identify two primary components of observing & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Identifying the behavior/action desired

7. Explain 'sizing up a situation as...
A) low & b) moderate & c) high
Gathering information quickly and accurately regarding What is occurring in the surroundings
Ability to control inmate behavior
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

8. Identify one major element of positioning & to include...
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
A) feeling cues & b) relationships & c) energy levels & d) values
Keeping a safe distance

9. Define 'responding to content' as...
A) responding & b) asking questions
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

10. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen

11. 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) volume & b) emotion & c) pitch
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taken very seriously
A) who & b) what & c) why & d) where & e) when & f) how

12. Identify the elements of reinforcing behavior as...
The ability to capture in words the specific feelings being presented by inmate
Ability to control inmate behavior
A) volume & b) emotion & c) pitch
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

13. Define 'reinforcing behavior' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

14. Explain clues that can be used to develop inferences & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Look carefully
Keeping a safe distance
A) feeling cues & b) relationships & c) energy levels & d) values

15. Identify the techniques used in asking questions & 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) use the 5WH method & b) reflect on answers and recycle
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) check things out & b) take appropriate action

16. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Refer the inmate to a counselor or other specialist at the facility
Selecting the best way to make requests

17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) where he/she lives & b) where he/she works & c) where he/she learns
A) inform & b) persuade & c) entertain & d) indicate action

18. Define 'taking action' as...
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
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

19. Identify components of good posturing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment
A) 'You're saying ________' & b) 'You look (or it looks) __________'

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

21. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Taken very seriously
A) check things out & b) give a response and reason
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

22. Identify the categories of relationships and feelings as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) positive & b) negative & c) neutral
Gathering information quickly and accurately regarding What is occurring in the surroundings
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

23. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior
A polite request & using 'please' or 'would appreciate'

24. Identify the levels of responding & to include...
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and reason & b) respond to feeling and meaning

25. Identify various questions to be asked in reflecting & to include...
Transmission and receipt of a message to effect some kind of action
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

26. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Ability to control inmate behavior
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

27. Identify steps in responding to feeling & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and intensity & b) respond to feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Reflect a person's prejudice and attitude

28. Define 'interpersonal communication' as...
A) handling requests & b) making requests & c) reinforcing behavior
A polite request & using 'please' or 'would appreciate'
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

29. Define 'posturing' as...
Keeping a safe distance
A polite request & using 'please' or 'would appreciate'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Holding your body in such a way to show strength & confidence & interest and control

30. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and intensity & b) respond to feeling

31. 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
A) low & b) moderate & c) high
Keeping a safe distance
Open up communications with inmate rather than shutting it off

32. Define 'controlling behavior' as...
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
Holding your body in such a way to show strength & confidence & interest and control
Look carefully

33. Identify two primary components of observing & to include...
Taken very seriously
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

35. Identify the levels of responding & to include...
Active involvement in most activities
A) positive & b) negative & c) neutral
A) reflect on What was seen and heard & b) use a responding format
A) content & b) feeling & c) feeling and meaning

36. Explain clues that can be used to develop inferences & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) feeling cues & b) relationships & c) energy levels & d) values
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) ability to size up the situation & b) ability to communicate well with inmates

37. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) low & b) moderate & c) high
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)
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

38. Define 'responding to content' as...
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 skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) positive & b) negative & c) neutral
A) ability to size up the situation & b) ability to communicate well with inmates

39. Identify the 'add-on' skills in interpersonal communication & to include...
Ability to control inmate behavior
A) responding & b) asking questions
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Keeping a safe distance

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

41. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) low & b) moderate & c) high
Open up communications with inmate rather than shutting it off
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

42. Explain that the statement 'human actions determine human reactions' means...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) ability to size up the situation & b) ability to communicate well with inmates

43. Define 'softening a request' as...
A polite request & using 'please' or 'would appreciate'
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

44. 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
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate

45. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Gathering information quickly and accurately regarding What is occurring in the surroundings
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

46. Identify several things an officer might look for when first coming on shift & to include...
A) position & b) observe & c) posture & d) listen
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to capture in words the specific feelings being presented by inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

47. Define ' direct request format' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

48. Identify various necessary elements in checking things out & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) give a response and reason
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to capture in words the specific feelings being presented by inmate

49. Identify two considerations for giving inmate a reason for your response & to include...
A) check things out & b) give a response and reason
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and reason & b) respond to feeling and meaning
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

50. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Open up communications with inmate rather than shutting it off
Selecting the best way to make requests
A) low & b) moderate & c) high