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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 three major elements of positioning & to include...
A) positive & b) negative & c) neutral
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Look carefully

2. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Selecting the best way to make requests
Look carefully
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

3. Identify the components of the 5WH method as asking...
A) check things out & b) give a response and reason
Keeping a safe distance
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how

4. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
Look carefully

5. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

6. Identify three characteristics of voice Which may be used to determine intensity & to include...
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
A) volume & b) emotion & c) pitch
Reflect a person's prejudice and attitude

7. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Open up communications with inmate rather than shutting it off
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Active involvement in most activities

8. Two skills an officer needs for effective interpersonal communications...
Identifying the behavior/action desired
A) positive & b) negative & c) neutral
Keeping a safe distance
A) ability to size up the situation & b) ability to communicate well with inmates

9. Identify steps in listening & to include...
A) position & b) observe & c) posture & d) listen
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

10. Explain that questions are used in addition to the basic skills and responding techniques to...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) give a response and reason
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

11. Identify the 'add-on' skills in interpersonal communication & to include...
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) inform & b) persuade & c) entertain & d) indicate action

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

13. Define 'controlling behavior' as...
A) inform & b) persuade & c) entertain & d) indicate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Gathering information quickly and accurately regarding What is occurring in the surroundings

14. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

15. Identify steps of responding to content & to include...
Selecting the best way to make requests
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) reflect on What was seen and heard & b) use a responding format

16. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) check things out & b) take appropriate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) volume & b) emotion & c) pitch
Look carefully

17. Identify various necessary elements in checking things out & to include...
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

18. Identify two primary components of observing & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reflect on feeling and reason & b) respond to feeling and meaning

19. Define ' direct request format' as...
A polite request & using 'please' or 'would appreciate'
Identifying the behavior/action desired
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

20. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Active involvement in most activities
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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)

21. Identify the levels of responding & to include...
A) responding & b) asking questions
A) content & b) feeling & c) feeling and meaning
Ability to control inmate behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

22. Explain that nonverbal communication can...

23. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
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
Selecting the best way to make requests

24. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
Look carefully
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'

25. Identify the components of the 5WH method as asking...
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) handling requests & b) making requests & c) reinforcing behavior
A) who & b) what & c) why & d) where & e) when & f) how

26. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) low & b) moderate & c) high

27. Explain that nonverbal communication can...

28. Identify several things an officer might look for when first coming on shift & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) use the 5WH method & b) reflect on answers and recycle
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

29. Identify one major element of positioning & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance

30. Identify steps involved in making requests & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A polite request & using 'please' or 'would appreciate'
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) take appropriate action

31. Explain 'sizing up a situation as...
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
A) feeling cues & b) relationships & c) energy levels & d) values
A) 'You're saying ________' & b) 'You look (or it looks) __________'

32. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
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) reflect on feeling and reason & b) respond to feeling and meaning
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

33. Identify one primary components of observing & to include...
A) check things out & b) take appropriate action
Look carefully
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high

34. Define 'taking action' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Selecting the best way to make requests
A) inform & b) persuade & c) entertain & d) indicate action

35. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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
A) use the 5WH method & b) reflect on answers and recycle

36. 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) handling requests & b) making requests & c) reinforcing behavior
Taken very seriously
A) content & b) feeling & c) feeling and meaning

37. Define 'posturing' as...
A) reflect on feeling and intensity & b) respond to feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Holding your body in such a way to show strength & confidence & interest and control
Reflect a person's prejudice and attitude

38. List various basic feeling words & to include...
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch

39. Identify the 'add-on' skills in interpersonal communication & to include...
Look carefully
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) responding & b) asking questions
Refer the inmate to a counselor or other specialist at the facility

40. Define 'controlling behavior' as...
A) position & b) observe & c) posture & d) listen
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Identifying the behavior/action desired
A) check things out & b) give a response and reason

41. Identify several things an officer might look for when first coming on shift & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) where he/she lives & b) where he/she works & c) where he/she learns
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

42. Identify the categories of relationships and feelings as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Look carefully

43. Define 'taking action' as...
Keeping a safe distance
Selecting the best way to make requests
Look carefully
A) position & b) observe & c) posture & d) listen

44. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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)

45. Identify the levels of responding & to include...
A) responding & b) asking questions
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

46. Identify the elements of reinforcing behavior as...
A) content & b) feeling & c) feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
A) handling requests & b) making requests & c) reinforcing behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

47. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) low & b) moderate & c) high
Refer the inmate to a counselor or other specialist at the facility

48. Define ' direct request format' as...
A) reflect on feeling and intensity & b) respond to feeling
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action
Identifying the behavior/action desired

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

50. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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
A) reflect on feeling and intensity & b) respond to feeling