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Interpersonal Skills

Instructions:

Answer 50 questions in 30 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 'responding to feeling' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to capture in words the specific feelings being presented by inmate

2. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
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

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

4. 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
A) check things out & b) give a response and reason
Transmission and receipt of a message to effect some kind of action
Taken very seriously

5. Define 'responding to content' as...
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
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) positive & b) negative & c) neutral

6. 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
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on What was seen and heard & b) use a responding format
A) low & b) moderate & c) high

7. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) ability to size up the situation & b) ability to communicate well with inmates
A) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

8. Identify the components of the 5WH method as asking...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
A) who & b) what & c) why & d) where & e) when & f) how

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

10. Explain that nonverbal communication can...

11. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action

12. Identify that inferences are more likely to be...
A) positive & b) negative & c) neutral
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully

13. Identify steps in listening & 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

14. Identify steps in listening & to include...
Keeping a safe distance
A) check things out & b) give a response and reason
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Open up communications with inmate rather than shutting it off

15. Define 'controlling behavior' as...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully

16. Explain that the statement 'human actions determine human reactions' means...
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

17. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) position & b) observe & c) posture & d) listen
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Gathering information quickly and accurately regarding What is occurring in the surroundings

18. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) feeling cues & b) relationships & c) energy levels & d) values

19. Identify three characteristics of voice Which may be used to determine intensity & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) volume & b) emotion & c) pitch
A) responding & b) asking questions

20. Identify the purpose of communication & to include...
Taken very seriously
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

21. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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) inform & b) persuade & c) entertain & d) indicate action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

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

23. Identify the major categories of energy levels and describe their respective characteristics as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) low & b) moderate & c) high

24. Identify two considerations for giving inmate a reason for your response & to include...
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) low & b) moderate & c) high
Transmission and receipt of a message to effect some kind of action
A) responding & b) asking questions

25. Two skills an officer needs for effective interpersonal communications...
A) position & b) observe & c) posture & d) listen
The ability to capture in words the specific feelings being presented by inmate
A) behavior & b) appearance & c) environment
A) ability to size up the situation & b) ability to communicate well with inmates

26. Define 'softening a request' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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

27. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Identifying the behavior/action desired
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
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)

28. Identify components of good posturing & to include...
Keeping a safe distance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen

29. Identify techniques to use in taking action & to include...
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
A) ability to size up the situation & b) ability to communicate well with inmates
A polite request & using 'please' or 'would appreciate'

30. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) handling requests & b) making requests & c) reinforcing behavior
A) positive & b) negative & c) neutral
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

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

32. Define ' direct request format' as...
A) position & b) observe & c) posture & d) listen
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

34. Identify the purpose of communication & to include...
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) inform & b) persuade & c) entertain & d) indicate action

35. Identify two primary components of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Identifying the behavior/action desired
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

36. Define 'reinforcing behavior' as...
Reflect a person's prejudice and attitude
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) happy & b) angry & c) confused & d) sad & e) scared

37. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns

38. Define ' direct request format' as...
Identifying the behavior/action desired
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
Holding your body in such a way to show strength & confidence & interest and control

39. Identify three characteristics of voice Which may be used to determine intensity & to include...
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) volume & b) emotion & c) pitch
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A polite request & using 'please' or 'would appreciate'

40. Identify several things an officer might look for when first coming on shift & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Identifying the behavior/action desired
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

41. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Taken very seriously
Keeping a safe distance
A) positive & b) negative & c) neutral

42. Identify the steps in handling request & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate
A) reflect on What was seen and heard & b) use a responding format

43. Explain clues that can be used to develop inferences & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) feeling cues & b) relationships & c) energy levels & d) values
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason

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

45. Define 'responding to feeling' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Open up communications with inmate rather than shutting it off
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to capture in words the specific feelings being presented by inmate

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) volume & b) emotion & c) pitch

47. Identify various questions to be asked in reflecting & to include...
Holding your body in such a way to show strength & confidence & interest and control
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
The ability to capture in words the specific feelings being presented by inmate

48. 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
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
A) behavior & b) appearance & c) environment

49. Explain that questions are used in addition to the basic skills and responding techniques to...
Holding your body in such a way to show strength & confidence & interest and control
Open up communications with inmate rather than shutting it off
A) ability to size up the situation & b) ability to communicate well with inmates
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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