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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...
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
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) positive & b) negative & c) neutral

2. Identify the steps involved in 'sizing up a situation &' to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Open up communications with inmate rather than shutting it off
A) position & b) observe & c) posture & d) listen
Gathering information quickly and accurately regarding What is occurring in the surroundings

3. Identify several things an officer might look for when first coming on shift & 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
A) check things out & b) give a response and reason
Taken very seriously

4. Define 'interpersonal communication' 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
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior
Active involvement in most activities

5. Identify the steps in handling request & to include...
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

6. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Holding your body in such a way to show strength & confidence & interest and control
A) responding & b) asking questions
A) reflect on What was seen and heard & b) use a responding format

7. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) positive & b) negative & c) neutral
A) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment

8. Identify steps of responding to content & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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
The ability to capture in words the specific feelings being presented by inmate

9. Define 'posturing' as...
Taken very seriously
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
A polite request & using 'please' or 'would appreciate'

10. Define 'posturing' as...
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and reason & b) respond to feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on What was seen and heard & b) use a responding format

11. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) low & b) moderate & c) high
Reflect a person's prejudice and attitude
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

12. Define 'taking action' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Selecting the best way to make requests
A) inform & b) persuade & c) entertain & d) indicate action

13. Define 'interpersonal communication' as...
A) inform & b) persuade & c) entertain & d) indicate action
Transmission and receipt of a message to effect some kind of 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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

14. Define ' direct request format' as...
Identifying the behavior/action desired
Active involvement in most activities
A) use the 5WH method & b) reflect on answers and recycle
A) reflect on feeling and intensity & b) respond to feeling

15. Identify steps involved in making requests & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) take appropriate action
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off

16. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Transmission and receipt of a message to effect some kind of action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to capture in words the specific feelings being presented by inmate

17. 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
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) responding & b) asking questions

18. Explain that the statement 'human actions determine human reactions' means...
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Holding your body in such a way to show strength & confidence & interest and control

19. Identify one consideration for giving inmate a reason for your response & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Holding your body in such a way to show strength & confidence & interest and control
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

20. Identify the 'add-on' skills in interpersonal communication & to include...
Holding your body in such a way to show strength & confidence & interest and control
Selecting the best way to make requests
A) responding & b) asking questions
A) inform & b) persuade & c) entertain & d) indicate action

21. 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
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

22. Define 'taking action' as...
Holding your body in such a way to show strength & confidence & interest and control
Taken very seriously
A) reflect on What was seen and heard & b) use a responding format
Selecting the best way to make requests

23. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values
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

24. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

26. List the application skills used in controlling behavior as...
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior
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

27. Define 'responding to content' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

28. List various basic feeling words & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and intensity & b) respond to feeling
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) give a response and reason

29. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

30. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) check things out & b) take appropriate action
Active involvement in most activities
A) volume & b) emotion & c) pitch
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

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

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

33. Identify two primary components of observing & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

34. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) low & b) moderate & c) high

35. Identify techniques to use in taking action & to include...
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

36. Identify three major elements of positioning & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and intensity & b) respond to feeling
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

37. Identify steps involved in making requests & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) check things out & b) take appropriate action
Gathering information quickly and accurately regarding What is occurring in the surroundings

38. Identify the major categories of energy levels and describe their respective characteristics as...
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
Transmission and receipt of a message to effect some kind of action
A) low & b) moderate & c) high

39. Identify components of good posturing & to include...
Refer the inmate to a counselor or other specialist at the facility
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch
A) low & b) moderate & c) high

40. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Open up communications with inmate rather than shutting it off
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Refer the inmate to a counselor or other specialist at the facility

41. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
Holding your body in such a way to show strength & confidence & interest and control
A) handling requests & b) making requests & c) reinforcing behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

42. Identify the steps in handling request & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) check things out & b) give a response and reason
A) where he/she lives & b) where he/she works & c) where he/she learns

43. 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) who & b) what & c) why & d) where & e) when & f) how
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

44. Identify steps in listening & to include...
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

45. Identify the major categories of energy levels and describe their respective characteristics as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) low & b) moderate & c) high
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

46. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) volume & b) emotion & c) pitch
A) handling requests & b) making requests & c) reinforcing behavior

47. Identify that inferences are more likely to be...
A) low & b) moderate & c) high
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

49. Explain that nonverbal communication can...

50. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Selecting the best way to make requests
Reflect a person's prejudice and attitude
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) behavior & b) appearance & c) environment