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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...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Holding your body in such a way to show strength & confidence & interest and control

2. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) positive & b) negative & c) neutral
A) where he/she lives & b) where he/she works & c) where he/she learns

3. Identify the purpose of communication & to include...
Selecting the best way to make requests
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

4. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Keeping a safe distance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

5. Identify two considerations for giving inmate a reason for your response & to include...
Transmission and receipt of a message to effect some kind of action
A) happy & b) angry & c) confused & d) sad & e) scared
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) content & b) feeling & c) feeling and meaning

6. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

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

8. Explain that nonverbal communication can...

9. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

10. Identify the levels of responding & to include...
Refer the inmate to a counselor or other specialist at the facility
A) content & b) feeling & c) feeling and meaning
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

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

12. Define 'responding to feeling' as...
Keeping a safe distance
The ability to capture in words the specific feelings being presented by inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Selecting the best way to make requests

13. Identify one primary components of observing & to include...
Taken very seriously
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Look carefully
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)

14. Identify the components of the 5WH method as asking...
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Keeping a safe distance

15. Identify various questions to be asked in reflecting & to include...
Active involvement in most activities
Selecting the best way to make requests
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

16. Explain that the statement 'human actions determine human reactions' means...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) where he/she lives & b) where he/she works & c) where he/she learns
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

17. Identify the categories of relationships and feelings as...
Selecting the best way to make requests
Refer the inmate to a counselor or other specialist at the facility
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

18. Identify the steps involved in 'sizing up a situation &' to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) position & b) observe & c) posture & d) listen

19. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

20. Two skills an officer needs for effective interpersonal communications...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired

21. Identify aspects considered during the initial stage of observing & 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
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

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

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

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

25. 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taken very seriously
A) check things out & b) take appropriate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

26. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) take appropriate action
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) reflect on feeling and intensity & b) respond to feeling

27. Identify the major categories of energy levels and describe their respective characteristics as...
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates

28. Identify the techniques used in asking questions & to include...
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
A) use the 5WH method & b) reflect on answers and recycle
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

29. Identify three characteristics of voice Which may be used to determine intensity & to include...
Transmission and receipt of a message to effect some kind of action
Refer the inmate to a counselor or other specialist at the facility
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch

30. Identify one consideration 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

31. Explain that nonverbal communication can...

32. Define 'taking action' as...
A) behavior & b) appearance & c) environment
Selecting the best way to make requests
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Keeping a safe distance

33. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) position & b) observe & c) posture & d) listen
Open up communications with inmate rather than shutting it off
A) check things out & b) give a response and reason

34. 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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

35. Identify that inferences are more likely to be...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

36. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) check things out & b) take appropriate action
Ability to control inmate behavior
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

37. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) content & b) feeling & c) feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Ability to control inmate behavior

38. Define 'reinforcing behavior' as...
Reflect a person's prejudice and attitude
A) check things out & b) give a response and reason
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) handling requests & b) making requests & c) reinforcing behavior

39. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

40. Identify the 'add-on' skills in interpersonal communication & to include...
Transmission and receipt of a message to effect some kind of action
Transmission and receipt of a message to effect some kind of action
A) responding & b) asking questions
Look carefully

41. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

42. Identify several things an officer might look for when first coming on shift & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

43. 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

44. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and reason & b) respond to feeling and meaning

45. Explain that the statement 'human actions determine human reactions' means...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

46. Explain clues that can be used to develop inferences & to include...
A) position & b) observe & c) posture & d) listen
Keeping a safe distance
A) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values

47. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Gathering information quickly and accurately regarding What is occurring in the surroundings
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

48. Identify steps involved in making requests & 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
A) check things out & b) take appropriate action
Ability to control inmate behavior
Look carefully

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

50. Identify the steps involved in 'sizing up a situation &' to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) ability to size up the situation & b) ability to communicate well with inmates
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high