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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. Two skills an officer needs for effective interpersonal communications...
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) take appropriate action
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) ability to size up the situation & b) ability to communicate well with inmates

2. Identify various necessary elements in checking things out & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

3. Identify the 'add-on' skills in interpersonal communication & to include...
A polite request & using 'please' or 'would appreciate'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) responding & b) asking questions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

4. Identify that inferences are more likely to be...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) check things out & b) give a response and reason

5. Define 'softening a request' as...
A) volume & b) emotion & c) pitch
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

6. Identify two primary components of observing & to include...
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) behavior & b) appearance & c) environment

7. Identify three major elements of positioning & to include...
A) check things out & b) give a response and reason
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) who & b) what & c) why & d) where & e) when & f) how

8. Identify the steps in handling request & to include...
A) reflect on What was seen and heard & b) use a responding format
A) behavior & b) appearance & c) environment
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) check things out & b) give a response and reason

9. Define 'posturing' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

10. 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning

11. 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) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how

12. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

13. List the application skills used in controlling behavior as...
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) handling requests & b) making requests & c) reinforcing behavior

14. Define 'responding to feeling' as...
A) happy & b) angry & c) confused & d) sad & e) scared
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
A) content & b) feeling & c) feeling and meaning

15. Define 'reinforcing behavior' as...
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) where he/she lives & b) where he/she works & c) where he/she learns

16. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) volume & b) emotion & c) pitch
Look carefully

17. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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
Ability to control inmate behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A polite request & using 'please' or 'would appreciate'

18. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) use the 5WH method & b) reflect on answers and recycle
Holding your body in such a way to show strength & confidence & interest and control
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taken very seriously
Refer the inmate to a counselor or other specialist at the facility

20. Identify one major element of positioning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

21. Identify steps in responding to feeling and meaning & 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) reflect on feeling and reason & b) respond to feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) responding & b) asking questions

22. Explain that nonverbal communication can...

23. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Keeping a safe distance
A) reflect on What was seen and heard & b) use a responding format
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Active involvement in most activities

24. Identify the elements of reinforcing behavior as...
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) feeling cues & b) relationships & c) energy levels & d) values

25. Identify the three basic environments of every individual & to include...
A) volume & b) emotion & c) pitch
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and reason & b) respond to feeling and meaning

26. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
Ability to control inmate behavior
A) low & b) moderate & c) high
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

27. Explain that nonverbal communication can...

28. Identify various necessary elements in checking things out & to include...
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
A) check things out & b) take appropriate action
A) check things out & b) give a response and reason

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

30. 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
The ability to capture in words the specific feelings being presented by inmate
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) where he/she lives & b) where he/she works & c) where he/she learns

31. 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) where he/she lives & b) where he/she works & c) where he/she learns
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously

32. Identify the techniques used in asking questions & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) positive & b) negative & c) neutral
Look carefully
A) use the 5WH method & b) reflect on answers and recycle

33. Identify various questions to be asked in reflecting & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A polite request & using 'please' or 'would appreciate'
Taken very seriously

34. 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)
Keeping a safe distance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taken very seriously

35. Identify components of good posturing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) where he/she lives & b) where he/she works & c) where he/she learns

36. Identify the components of the 5WH method as asking...
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities

37. Identify aspects considered during the initial stage of observing & to include...
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
A) handling requests & b) making requests & c) reinforcing behavior
Look carefully

38. Identify components of good posturing & to include...
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

39. Identify aspects considered during the initial stage of observing & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment

40. Explain clues that can be used to develop inferences & to include...
A) low & b) moderate & c) high
A) feeling cues & b) relationships & c) energy levels & d) values
A) who & b) what & c) why & d) where & e) when & f) how
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

41. Define 'responding to content' 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) content & b) feeling & c) feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

43. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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 polite request & using 'please' or 'would appreciate'

44. Identify the purpose of communication & 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
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
A) inform & b) persuade & c) entertain & d) indicate action

45. Define ' direct request format' as...
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Identifying the behavior/action desired

46. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns
A) use the 5WH method & b) reflect on answers and recycle
The ability to capture in words the specific feelings being presented by inmate

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

48. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Keeping a safe distance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use the 5WH method & b) reflect on answers and recycle

49. Identify one major element of positioning & to include...
Identifying the behavior/action desired
Keeping a safe distance
A) low & b) moderate & c) high
Holding your body in such a way to show strength & confidence & interest and control

50. Define 'controlling behavior' as...
Refer the inmate to a counselor or other specialist at the facility
Identifying the behavior/action desired
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) __________'