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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 since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on What was seen and heard & b) use a responding format
Gathering information quickly and accurately regarding What is occurring in the surroundings
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

2. Identify two considerations for giving inmate a reason for your response & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle
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) ability to size up the situation & b) ability to communicate well with inmates

3. Identify the steps involved in 'sizing up a situation &' to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) positive & b) negative & c) neutral
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason

4. Define 'responding to content' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) handling requests & b) making requests & c) reinforcing behavior

5. Identify the 'add-on' skills in interpersonal communication & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values

6. Identify various necessary elements in checking things out & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

7. Identify the 'add-on' skills in interpersonal communication & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously
A) responding & b) asking questions
A polite request & using 'please' or 'would appreciate'

8. Identify steps involved in making requests & to include...
A) reflect on feeling and intensity & b) respond to feeling
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action
Look carefully

9. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) volume & b) emotion & c) pitch
Active involvement in most activities
Refer the inmate to a counselor or other specialist at the facility
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 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) 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
A) behavior & b) appearance & c) environment

11. Identify steps in listening & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

12. 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
A) check things out & b) take appropriate action
A polite request & using 'please' or 'would appreciate'
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

13. Define 'softening a request' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on What was seen and heard & b) use a responding format
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

14. Define 'responding to feeling' as...
A) inform & b) persuade & c) entertain & d) indicate action
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
The ability to capture in words the specific feelings being presented by inmate

15. Identify aspects considered during the initial stage of observing & to include...
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities
A) behavior & b) appearance & c) environment

16. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Selecting the best way to make requests

17. Identify the categories of relationships and feelings as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how

18. Identify one consideration for giving inmate a reason for your response & to include...
A polite request & using 'please' or 'would appreciate'
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
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

19. List various basic feeling words & to include...
A) reflect on What was seen and heard & b) use a responding format
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) happy & b) angry & c) confused & d) sad & e) scared
Look carefully

20. Identify two primary components of observing & to include...
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

21. Define 'reinforcing behavior' as...
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

22. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
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) position & b) observe & c) posture & d) listen

23. Identify various questions to be asked in reflecting & to include...
Transmission and receipt of a message to effect some kind of action
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

24. Define 'reinforcing behavior' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) handling requests & b) making requests & c) reinforcing behavior
A) handling requests & b) making requests & c) reinforcing behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

25. 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)
Ability to control inmate behavior
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
Transmission and receipt of a message to effect some kind of action

26. Define 'controlling behavior' as...
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high
Selecting the best way to make requests
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

28. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Selecting the best way to make requests
Keeping a safe distance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

29. Identify components of good posturing & to include...
The ability to capture in words the specific feelings being presented by inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Look carefully

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

31. Identify one major element of positioning & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Keeping a safe distance
A) low & b) moderate & c) high
Identifying the behavior/action desired

32. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Active involvement in most activities
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) 'You're saying ________' & b) 'You look (or it looks) __________'

33. Identify one major element of positioning & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Reflect a person's prejudice and attitude
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

34. Identify one primary components of observing & to include...
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) position & b) observe & c) posture & d) listen
Look carefully

35. Identify the three basic environments of every individual & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to capture in words the specific feelings being presented by inmate
A) where he/she lives & b) where he/she works & c) where he/she learns

36. Identify steps in responding to feeling & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on feeling and intensity & b) respond to feeling
A) behavior & b) appearance & c) environment

37. Identify the elements of reinforcing behavior as...
Open up communications with inmate rather than shutting it off
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Transmission and receipt of a message to effect some kind of action
A polite request & using 'please' or 'would appreciate'

38. Define 'interpersonal communication' as...
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and intensity & b) respond to feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'

39. Two skills an officer needs for effective interpersonal communications...
A) reflect on feeling and reason & b) respond to 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
A) behavior & b) appearance & c) environment

40. 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) responding & b) asking questions
A) responding & b) asking questions
A) position & b) observe & c) posture & d) listen

41. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) behavior & b) appearance & c) environment
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 intensity & b) respond to feeling
Refer the inmate to a counselor or other specialist at the facility

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

43. Explain clues that can be used to develop inferences & to include...
A polite request & using 'please' or 'would appreciate'
A) feeling cues & b) relationships & c) energy levels & d) values
A) use the 5WH method & b) reflect on answers and recycle
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

44. Identify the purpose of communication & to include...
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
Refer the inmate to a counselor or other specialist at the facility
A) use the 5WH method & b) reflect on answers and recycle

45. Define ' direct request format' as...
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

46. Identify the purpose of communication & 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
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) feeling cues & b) relationships & c) energy levels & d) values

47. List various basic feeling words & 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
A) happy & b) angry & c) confused & d) sad & e) scared
A polite request & using 'please' or 'would appreciate'

48. Explain that nonverbal communication can...

49. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
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)

50. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on feeling and intensity & b) respond to feeling