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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. 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) content & b) feeling & c) feeling and meaning
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

2. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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)
A) inform & b) persuade & c) entertain & d) indicate action

3. Identify the purpose of communication & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values

4. Identify the 'add-on' skills in interpersonal communication & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
A) responding & b) asking questions

5. Identify the purpose of communication & to include...
A) low & b) moderate & c) high
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Look carefully

6. Identify various necessary elements in checking things out & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

7. 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) 'You're saying ________' & b) 'You look (or it looks) __________'
Look carefully

8. Identify the components of the 5WH method as asking...
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
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

9. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) feeling cues & b) relationships & c) energy levels & d) values
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

10. Identify the steps involved in 'sizing up a situation &' to include...
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns
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) position & b) observe & c) posture & d) listen

11. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

12. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Reflect a person's prejudice and attitude
Active involvement in most activities

13. Identify steps in responding to feeling and meaning & 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) 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
Transmission and receipt of a message to effect some kind of action

14. Identify various questions to be asked in reflecting & to include...
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
Look carefully
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

15. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) position & b) observe & c) posture & d) listen
A) ability to size up the situation & b) ability to communicate well with inmates
A) positive & b) negative & c) neutral

16. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

17. Identify one consideration for giving inmate a reason for your response & to include...
Reflect a person's prejudice and attitude
Identifying the behavior/action desired
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

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

19. Identify three characteristics of voice Which may be used to determine intensity & to include...
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
A) content & b) feeling & c) feeling and meaning
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

20. Define 'responding to content' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Reflect a person's prejudice and attitude
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

21. Define 'softening a request' as...
A) check things out & b) take appropriate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) feeling cues & b) relationships & c) energy levels & d) values
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 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously
A) reflect on feeling and intensity & b) respond to feeling
Identifying the behavior/action desired

23. Identify steps in responding to feeling and meaning & to include...
A) responding & b) asking questions
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired

24. Identify components of good posturing & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) feeling cues & b) relationships & c) energy levels & d) values
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

25. Define 'controlling behavior' as...
Holding your body in such a way to show strength & confidence & interest and control
A) ability to size up the situation & b) ability to communicate well with inmates
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) __________'

26. Identify components of good posturing & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A polite request & using 'please' or 'would appreciate'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

27. Identify several things an officer might look for when first coming on shift & to include...
A) responding & b) asking questions
A) who & b) what & c) why & d) where & e) when & f) how
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

28. Identify that inferences are more likely to be...
Selecting the best way to make requests
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) give a response and reason
Active involvement in most activities

29. Identify the techniques used in asking questions & to include...
A) position & b) observe & c) posture & d) listen
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use the 5WH method & b) reflect on answers and recycle
A) responding & b) asking questions

30. Identify various necessary elements in checking things out & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment

31. Define 'interpersonal communication' as...
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
Transmission and receipt of a message to effect some kind of action
A) who & b) what & c) why & d) where & e) when & f) how

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

33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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
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)

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
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

35. Identify two considerations for giving inmate a reason for your response & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) where he/she lives & b) where he/she works & c) where he/she learns
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

36. Identify techniques to use in taking action & to include...
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) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning

37. Define 'reinforcing behavior' as...
A) reflect on What was seen and heard & b) use a responding format
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Open up communications with inmate rather than shutting it off
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

38. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) volume & b) emotion & c) pitch
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and intensity & b) respond to feeling

39. Define 'taking action' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Selecting the best way to make requests
A) positive & b) negative & c) neutral
A) use the 5WH method & b) reflect on answers and recycle

40. Identify the levels of responding & 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) behavior & b) appearance & c) environment
A) content & b) feeling & c) feeling and meaning
A) positive & b) negative & c) neutral

41. Identify one major element of positioning & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) take appropriate action
Keeping a safe distance
A polite request & using 'please' or 'would appreciate'

42. 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
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

43. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Transmission and receipt of a message to effect some kind of action

44. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

45. Identify steps of responding to content & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance

46. Explain clues that can be used to develop inferences & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values

47. Identify steps of responding to content & to include...
A) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format

48. List the application skills used in controlling behavior as...
Refer the inmate to a counselor or other specialist at the facility
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests

49. 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) reflect on What was seen and heard & b) use a responding format
Taken very seriously
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)

50. Identify one consideration for giving inmate a reason for your response & to include...
A) behavior & b) appearance & c) environment
A) volume & b) emotion & c) pitch
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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