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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 the steps in handling request & to include...
A) volume & b) emotion & c) pitch
A) check things out & b) give a response and reason
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility

2. Explain clues that can be used to develop inferences & to include...
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of action
Ability to control inmate behavior

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

4. Identify one primary components of observing & 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 polite request & using 'please' or 'would appreciate'
A) low & b) moderate & c) high
Look carefully

5. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

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

7. Identify the major categories of energy levels and describe their respective characteristics as...
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) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) give a response and reason

8. Define 'controlling behavior' as...
A) handling requests & b) making requests & c) reinforcing behavior
Open up communications with inmate rather than shutting it off
Reflect a person's prejudice and attitude
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

9. Identify the three basic environments of every individual & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) who & b) what & c) why & d) where & e) when & f) how
A) where he/she lives & b) where he/she works & c) where he/she learns
Ability to control inmate behavior

10. Identify the techniques used in asking questions & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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) use the 5WH method & b) reflect on answers and recycle

11. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Open up communications with inmate rather than shutting it off
A) ability to size up the situation & b) ability to communicate well with inmates

12. Identify aspects considered during the initial stage of observing & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
The ability to capture in words the specific feelings being presented by inmate

13. Identify several things an officer might look for when first coming on shift & to include...
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Reflect a person's prejudice and attitude
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

14. Two skills an officer needs for effective interpersonal communications...
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
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

15. Define 'responding to feeling' as...
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) take appropriate action
Look carefully
The ability to capture in words the specific feelings being presented by inmate

16. Identify various questions to be asked in reflecting & to include...
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'
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action

17. Identify techniques to use in taking action & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

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

19. Explain 'sizing up a situation as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Transmission and receipt of a message to effect some kind of action
Gathering information quickly and accurately regarding What is occurring in the surroundings
Look carefully

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

21. Identify that inferences are more likely to be...
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) 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 polite request & using 'please' or 'would appreciate'

22. Identify steps in responding to feeling and meaning & to include...
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and reason & b) respond to feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

23. Identify steps in listening & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

24. 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
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on feeling and reason & b) respond to feeling and meaning

25. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Identifying the behavior/action desired
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) responding & b) asking questions

26. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

27. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) responding & b) asking questions

28. 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) positive & b) negative & c) neutral
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

29. Identify steps involved in making requests & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Open up communications with inmate rather than shutting it off
A) check things out & b) take appropriate action

30. Define 'responding to content' as...
A) volume & b) emotion & c) pitch
Taken very seriously
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

31. Identify two primary components of observing & to include...
A) volume & b) emotion & c) pitch
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) 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

32. List the application skills used in controlling behavior as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and intensity & b) respond to feeling

33. Identify the major categories of energy levels and describe their respective characteristics as...
Keeping a safe distance
A) low & b) moderate & c) high
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A polite request & using 'please' or 'would appreciate'

34. Identify three characteristics of voice Which may be used to determine intensity & to include...
Taken very seriously
A) volume & b) emotion & c) pitch
A polite request & using 'please' or 'would appreciate'
A) check things out & b) take appropriate action

35. Identify the levels of responding & to include...
A) check things out & b) give a response and reason
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
A) content & b) feeling & c) feeling and meaning

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

37. Identify that inferences are more likely to be...
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)
Look carefully
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior

38. Define 'taking action' as...
Selecting the best way to make requests
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and reason & b) respond to 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

39. Identify one major element of positioning & to include...
Open up communications with inmate rather than shutting it off
Refer the inmate to a counselor or other specialist at the facility
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Keeping a safe distance

40. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) position & b) observe & c) posture & d) listen

41. Identify the elements of reinforcing behavior as...
A) reflect on What was seen and heard & b) use a responding format
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
Keeping a safe distance

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

43. Identify one consideration for giving inmate a reason for your response & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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 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

44. Identify the steps in handling request & to include...
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'
A) check things out & b) give a response and reason
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

45. Identify aspects considered during the initial stage of observing & to include...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) behavior & b) appearance & c) environment
A) responding & b) asking questions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

46. Identify the categories of relationships and feelings 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
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) low & b) moderate & c) high

47. Explain 'sizing up a situation as...
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
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

48. Identify components of good posturing & to include...
A) use the 5WH method & b) reflect on answers and recycle
Ability to control inmate behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

49. Define 'reinforcing behavior' as...
Ability to control inmate behavior
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

50. Identify the three basic environments of every individual & to include...
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
A) volume & b) emotion & c) pitch
A) where he/she lives & b) where he/she works & c) where he/she learns