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...
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates
Keeping a safe distance
Refer the inmate to a counselor or other specialist at the facility

2. Identify components of good posturing & to include...
Ability to control inmate behavior
A polite request & using 'please' or 'would appreciate'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Open up communications with inmate rather than shutting it off

3. Identify techniques to use in taking action & to include...
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

4. Identify several things an officer might look for when first coming on shift & to include...
Active involvement in most activities
Refer the inmate to a counselor or other specialist at the facility
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

5. Identify two considerations for giving inmate a reason for your response & to include...
A) volume & b) emotion & c) pitch
Gathering information quickly and accurately regarding What is occurring in the surroundings
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

6. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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) position & b) observe & c) posture & d) listen

7. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) where he/she lives & b) where he/she works & c) where he/she learns

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

9. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired
A) positive & b) negative & c) neutral
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

10. Identify the components of the 5WH method as asking...
A) happy & b) angry & c) confused & d) sad & e) scared
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) who & b) what & c) why & d) where & e) when & f) how

11. Identify one consideration for giving inmate a reason for your response & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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) use the 5WH method & b) reflect on answers and recycle
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

12. Define 'softening a request' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) feeling cues & b) relationships & c) energy levels & d) values

13. Define 'taking action' as...
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off

14. Explain that nonverbal communication can...

15. Define ' direct request format' as...
Identifying the behavior/action desired
Gathering information quickly and accurately regarding What is occurring in the surroundings
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)

16. Identify the steps in handling request & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) positive & b) negative & c) neutral
A) check things out & b) give a response and reason
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

17. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) content & b) feeling & c) feeling and meaning
Active involvement in most activities
A) low & b) moderate & c) high

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

19. Identify steps in listening & to include...
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
Open up communications with inmate rather than shutting it off
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

20. Define 'posturing' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) position & b) observe & c) posture & d) listen
Holding your body in such a way to show strength & confidence & interest and control

21. Define 'reinforcing behavior' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) content & b) feeling & c) feeling and meaning

22. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Holding your body in such a way to show strength & confidence & interest and control
A) use the 5WH method & b) reflect on answers and recycle
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) 'You're saying ________' & b) 'You look (or it looks) __________'

23. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Open up communications with inmate rather than shutting it off
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

24. Identify the elements of reinforcing behavior as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and intensity & b) respond to feeling
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

25. Identify one primary components of observing & to include...
A) behavior & b) appearance & c) environment
A) position & b) observe & c) posture & d) listen
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Look carefully

26. Identify aspects considered during the initial stage of observing & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) responding & b) asking questions
Active involvement in most activities
A) behavior & b) appearance & c) environment

27. 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) who & b) what & c) why & d) where & e) when & f) how
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on feeling and intensity & b) respond to feeling
Taken very seriously

28. Identify three major elements of positioning & to include...
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) use the 5WH method & b) reflect on answers and recycle
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

29. Identify steps involved in making requests & to include...
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
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) take appropriate action

30. Define 'responding to feeling' as...
A) volume & b) emotion & c) pitch
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate
Refer the inmate to a counselor or other specialist at the facility

31. List the application skills used in controlling behavior as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) positive & b) negative & c) neutral
A) handling requests & b) making requests & c) reinforcing behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

32. Identify two primary components of observing & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

33. Identify the purpose of communication & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

34. Identify one major element of positioning & to include...
Refer the inmate to a counselor or other specialist at the facility
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Keeping a safe distance

35. Explain that the statement 'human actions determine human reactions' means...
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility
A) handling requests & b) making requests & c) reinforcing behavior
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

36. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Active involvement in most activities
Identifying the behavior/action desired
Refer the inmate to a counselor or other specialist at the facility
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

37. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) position & b) observe & c) posture & d) listen

38. Identify the steps involved in 'sizing up a situation &' to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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) position & b) observe & c) posture & d) listen
Ability to control inmate behavior

39. Identify one primary components of observing & 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) position & b) observe & c) posture & d) listen
A) inform & b) persuade & c) entertain & d) indicate action
Look carefully

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
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
A) volume & b) emotion & c) pitch
Selecting the best way to make requests

41. Identify the three basic environments of every individual & 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)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) where he/she lives & b) where he/she works & c) where he/she learns
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)

42. Identify that inferences are more likely to be...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A polite request & using 'please' or 'would appreciate'

43. Define 'taking action' as...
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Open up communications with inmate rather than shutting it off

44. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

45. Identify two primary components of observing & 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) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch

46. Define 'interpersonal communication' as...
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
Active involvement in most activities
A) ability to size up the situation & b) ability to communicate well with inmates

47. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) positive & b) negative & c) neutral
Holding your body in such a way to show strength & confidence & interest and control
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

48. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Holding your body in such a way to show strength & confidence & interest and control

49. Explain that nonverbal communication can...

50. Identify the three basic environments of every individual & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) positive & b) negative & c) neutral
A) where he/she lives & b) where he/she works & c) where he/she learns
Accurate if they are based on detailed and concrete observations rather than on vague & general ones