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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 steps in listening & to include...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

2. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) feeling cues & b) relationships & c) energy levels & d) values
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
The ability to capture in words the specific feelings being presented by inmate

3. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns
A) volume & b) emotion & c) pitch

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

5. Two skills an officer needs for effective interpersonal communications...
A) feeling cues & b) relationships & c) energy levels & d) values
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) ability to size up the situation & b) ability to communicate well with inmates
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

6. Identify the steps in handling request & to include...
Identifying the behavior/action desired
Active involvement in most activities
A) check things out & b) give a response and reason
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

7. Define 'taking action' as...
A) low & b) moderate & c) high
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning
Selecting the best way to make requests

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) reflect on What was seen and heard & b) use a responding format
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Refer the inmate to a counselor or other specialist at the facility

9. Identify one primary components of observing & 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) position & b) observe & c) posture & d) listen
Look carefully
A) reflect on What was seen and heard & b) use a responding format

10. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Transmission and receipt of a message to effect some kind of action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

11. Identify various necessary elements in checking things out & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) who & b) what & c) why & d) where & e) when & f) how
Keeping a safe distance
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)
Selecting the best way to make requests

13. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

14. Explain that nonverbal communication can...

15. Identify the major categories of energy levels and describe their respective characteristics as...
A) behavior & b) appearance & c) environment
A) check things out & b) give a response and reason
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) low & b) moderate & c) high

16. Identify the three basic environments of every individual & to include...
Identifying the behavior/action desired
Reflect a person's prejudice and attitude
Refer the inmate to a counselor or other specialist at the facility
A) where he/she lives & b) where he/she works & c) where he/she learns

17. Define 'responding to content' as...
Transmission and receipt of a message to effect some kind of action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

18. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Gathering information quickly and accurately regarding What is occurring in the surroundings
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

20. 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
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

21. Identify two considerations for giving inmate a reason for your response & to include...
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning
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) where he/she lives & b) where he/she works & c) where he/she learns

22. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

23. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

24. 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) happy & b) angry & c) confused & d) sad & e) scared

25. Identify three characteristics of voice Which may be used to determine intensity & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch
A) use the 5WH method & b) reflect on answers and recycle
Look carefully

26. Identify one consideration for giving inmate a reason for your response & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

27. Define 'softening a request' as...
A) low & b) moderate & c) high
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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) ability to size up the situation & b) ability to communicate well with inmates

28. Identify various questions to be asked in reflecting & to include...
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and intensity & b) respond to feeling
A) volume & b) emotion & c) pitch
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

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

30. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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)

31. Identify one major element of positioning & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A polite request & using 'please' or 'would appreciate'
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

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

33. Identify that inferences are more likely to be...
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle
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

34. Identify the elements of reinforcing behavior as...
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment

35. Identify one consideration for giving inmate a reason for your response & to include...
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
Taken very seriously
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior

36. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) behavior & b) appearance & c) environment
A) who & b) what & c) why & d) where & e) when & f) how

37. Explain clues that can be used to develop inferences & to include...
A) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) position & b) observe & c) posture & d) listen

38. Identify techniques to use in taking action & to include...
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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

39. Identify the steps in handling request & to include...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) responding & b) asking questions

40. Identify steps in responding to feeling & to include...
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling
Open up communications with inmate rather than shutting it off
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

41. Identify two primary components of observing & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

42. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities

43. Define ' direct request format' as...
A) feeling cues & b) relationships & c) energy levels & d) values
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Identifying the behavior/action desired
A) volume & b) emotion & c) pitch

44. Identify the major categories of energy levels and describe their respective characteristics as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) low & b) moderate & c) high
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired

45. Identify one major element of positioning & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude
Keeping a safe distance
The ability to capture in words the specific feelings being presented by inmate

46. Define 'posturing' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Keeping a safe distance
Holding your body in such a way to show strength & confidence & interest and control
A) positive & b) negative & c) neutral

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

48. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

50. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) ability to size up the situation & b) ability to communicate well with inmates
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