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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. Define 'softening a request' as...
A) check things out & b) give a response and reason
Selecting the best way to make requests
Open up communications with inmate rather than shutting it off
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

2. Define 'responding to content' as...
Keeping a safe distance
A) reflect on feeling and intensity & b) respond to feeling
Reflect a person's prejudice and attitude
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

3. 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
Look carefully
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) where he/she lives & b) where he/she works & c) where he/she learns

4. List the application skills used in controlling behavior as...
Refer the inmate to a counselor or other specialist at the facility
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

5. Identify components of good posturing & 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)

6. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling
Look carefully

7. Identify the techniques used in asking questions & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) use the 5WH method & b) reflect on answers and recycle
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

8. Identify various questions to be asked in reflecting & to include...
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
A) reflect on What was seen and heard & b) use a responding format
A) position & b) observe & c) posture & d) listen

9. Identify techniques to use in taking action & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

10. Identify several things an officer might look for when first coming on shift & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Active involvement in most activities

12. Define 'interpersonal communication' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Look carefully
Transmission and receipt of a message to effect some kind of action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

13. Identify two considerations for giving inmate a reason for your response & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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) 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

14. Identify one consideration for giving inmate a reason for your response & 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 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) 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

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

16. Identify aspects considered during the initial stage 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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

17. Identify steps in responding to feeling & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on feeling and intensity & b) respond to feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
Open up communications with inmate rather than shutting it off

18. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

19. Explain clues that can be used to develop inferences & to include...
A polite request & using 'please' or 'would appreciate'
Transmission and receipt of a message to effect some kind of action
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values

20. Define 'responding to content' as...
A) low & b) moderate & c) high
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on What was seen and heard & b) use a responding format
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

21. List various basic feeling words & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

22. Identify various questions to be asked in reflecting & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

23. Identify steps of responding to content & to include...
Look carefully
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) reflect on What was seen and heard & b) use a responding format

24. Define ' direct request format' as...
Identifying the behavior/action desired
A) low & b) moderate & c) high
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

25. Identify three characteristics of voice Which may be used to determine intensity & 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) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

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...
Taken very seriously
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
Keeping a safe distance

27. Two skills an officer needs for effective interpersonal communications...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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
A) ability to size up the situation & b) ability to communicate well with inmates

28. Identify the elements of reinforcing behavior as...
A) responding & b) asking questions
Ability to control inmate behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) volume & b) emotion & c) pitch

29. 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) inform & b) persuade & c) entertain & d) indicate action
Ability to control inmate behavior

30. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) reflect on What was seen and heard & b) use a responding format
Refer the inmate to a counselor or other specialist at the facility
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

31. Define 'reinforcing behavior' as...
Keeping a safe distance
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The ability to capture in words the specific feelings being presented by inmate

32. Identify one major element of positioning & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on What was seen and heard & b) use a responding format
Holding your body in such a way to show strength & confidence & interest and control
Keeping a safe distance

33. Identify components of good posturing & to include...
Keeping a safe distance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) responding & b) asking questions
Selecting the best way to make requests

35. Explain that questions are used in addition to the basic skills and responding techniques to...
A) reflect on feeling and intensity & b) respond to feeling
Open up communications with inmate rather than shutting it off
A) positive & b) negative & c) neutral
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

36. Identify the categories of relationships and feelings as...
Reflect a person's prejudice and attitude
Open up communications with inmate rather than shutting it off
Refer the inmate to a counselor or other specialist at the facility
A) positive & b) negative & c) neutral

37. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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 ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared

38. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) responding & b) asking questions
A) volume & b) emotion & c) pitch
A) behavior & b) appearance & c) environment
Refer the inmate to a counselor or other specialist at the facility

39. Define 'controlling behavior' as...
Taken very seriously
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
A) behavior & b) appearance & c) environment

40. Identify the steps involved in 'sizing up a situation &' to include...
Refer the inmate to a counselor or other specialist at the facility
A) reflect on What was seen and heard & b) use a responding format
Ability to control inmate behavior
A) position & b) observe & c) posture & d) listen

41. Identify the levels of responding & to include...
A) reflect on What was seen and heard & b) use a responding format
A) content & b) feeling & c) feeling and meaning
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

42. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Transmission and receipt of a message to effect some kind of action

43. 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...
Refer the inmate to a counselor or other specialist at the facility
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taken very seriously
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

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

45. Identify the elements of reinforcing 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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

46. 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
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)
Active involvement in most activities

47. Define 'responding to feeling' as...
A) check things out & b) take appropriate action
A) handling requests & b) making requests & c) reinforcing behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to capture in words the specific feelings being presented by inmate

48. Identify the purpose of communication & 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) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
A) inform & b) persuade & c) entertain & d) indicate action

49. Identify one consideration for giving inmate a reason for your response & to include...
A polite request & using 'please' or 'would appreciate'
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) 'You're saying ________' & b) 'You look (or it looks) __________'
Active involvement in most activities

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