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 the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) responding & b) asking questions
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


2. Identify the three basic environments of every individual & to include...
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns
Taken very seriously
A) feeling cues & b) relationships & c) energy levels & d) values


3. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared
Refer the inmate to a counselor or other specialist at the facility
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


4. Explain that nonverbal communication can...

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5. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood


6. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) content & b) feeling & c) feeling and meaning


7. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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)
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility


8. Define 'posturing' as...
Identifying the behavior/action desired
A) check things out & b) give a response and reason
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


9. 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
Look carefully
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


10. Identify three major elements of positioning & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) responding & b) asking questions


11. Explain that the statement 'human actions determine human reactions' means...
A) reflect on What was seen and heard & b) use a responding format
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on feeling and intensity & b) respond to feeling


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

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13. Identify various questions to be asked in reflecting & to include...
Identifying the behavior/action desired
Active involvement in most activities
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) positive & b) negative & c) neutral


14. Identify one major element of positioning & to include...
A) position & b) observe & c) posture & d) listen
Identifying the behavior/action desired
Ability to control inmate behavior
Keeping a safe distance


15. Identify the purpose of communication & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings


16. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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
Keeping a safe distance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


17. 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) 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


18. Identify several things an officer might look for when first coming on shift & to include...
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Selecting the best way to make requests


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

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20. Identify various necessary elements in checking things out & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


21. List the application skills used in controlling behavior as...
Look carefully
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch


22. Define ' direct request format' as...
Identifying the behavior/action desired
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


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

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24. Identify two considerations for giving inmate a reason for your response & 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use the 5WH method & b) reflect on answers and recycle
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


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

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26. 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 polite request & using 'please' or 'would appreciate'
Active involvement in most activities
Taken very seriously
A) reflect on What was seen and heard & b) use a responding format


27. Identify aspects considered during the initial stage of observing & to include...
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
Keeping a safe distance
A) behavior & b) appearance & c) environment


28. Identify steps in responding to feeling and meaning & to include...
A) check things out & b) take appropriate action
Look carefully
A) reflect on feeling and reason & b) respond to feeling and meaning
A) content & b) feeling & c) feeling and meaning


29. 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) 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


30. Identify two considerations for giving inmate a reason for your response & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) content & b) feeling & c) feeling and meaning


31. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
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
Selecting the best way to make requests


32. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) give a response and reason
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


33. Identify the purpose of communication & to include...
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 administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral


34. Explain that questions are used in addition to the basic skills and responding techniques to...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Open up communications with inmate rather than shutting it off
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


35. Identify various questions to be asked in reflecting & to include...
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Transmission and receipt of a message to effect some kind of action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


36. Identify techniques to use in taking action & to include...
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Reflect a person's prejudice and attitude
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


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

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38. Define 'softening a request' as...
A) happy & b) angry & c) confused & d) sad & e) scared
A) volume & b) emotion & c) pitch
Active involvement in most activities
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


39. Identify the 'add-on' skills in interpersonal communication & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


40. Define 'controlling behavior' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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


41. Define 'responding to feeling' as...
Refer the inmate to a counselor or other specialist at the facility
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)


42. Identify steps in responding to feeling and meaning & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and reason & b) respond to feeling and meaning
A) behavior & b) appearance & c) environment
A) position & b) observe & c) posture & d) listen


43. Explain that the statement 'human actions determine human reactions' means...
Selecting the best way to make requests
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) check things out & b) give a response and reason


44. Identify the major categories of energy levels and describe their respective characteristics as...
Reflect a person's prejudice and attitude
A) low & b) moderate & c) high
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


45. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) check things out & b) give a response and reason
Active involvement in most activities
A) feeling cues & b) relationships & c) energy levels & d) values
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


46. Define 'taking action' as...
Selecting the best way to make requests
Taken very seriously
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to capture in words the specific feelings being presented by inmate


47. Identify two primary components of observing & to include...
Ability to control inmate behavior
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A polite request & using 'please' or 'would appreciate'


48. Identify three major elements of positioning & to include...
A) check things out & b) give a response and reason
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high


49. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Taken very seriously
A) volume & b) emotion & c) pitch
A) feeling cues & b) relationships & c) energy levels & d) values


50. Define 'taking action' as...
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taken very seriously
Selecting the best way to make requests