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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 nonverbal communication can...

2. Define 'softening a request' as...
A polite request & using 'please' or 'would appreciate'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values

3. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) content & b) feeling & c) feeling and meaning

4. Identify the techniques used in asking questions & to include...
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests
A) positive & b) negative & c) neutral

5. Identify several things an officer might look for when first coming on shift & to include...
A) low & b) moderate & c) high
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

6. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) ability to size up the situation & b) ability to communicate well with inmates

7. Identify the categories of relationships and feelings as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Identifying the behavior/action desired
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

8. Identify techniques to use in taking action & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Gathering information quickly and accurately regarding What is occurring in the surroundings

9. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Look carefully
A) inform & b) persuade & c) entertain & d) indicate action
Ability to control inmate behavior
A) responding & b) asking questions

10. Identify techniques to use in taking action & to include...
A polite request & using 'please' or 'would appreciate'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Ability to control inmate behavior

11. Identify the techniques used in asking questions & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason
A) use the 5WH method & b) reflect on answers and recycle

12. Identify that inferences are more likely to be...
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
Holding your body in such a way to show strength & confidence & interest and control
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

13. Define 'posturing' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Look carefully
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control

14. Explain 'sizing up a situation as...
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Ability to control inmate behavior

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

16. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use the 5WH method & b) reflect on answers and recycle
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action

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

18. Explain clues that can be used to develop inferences & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) feeling cues & b) relationships & c) energy levels & d) values
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

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

20. Identify that inferences are more likely to be...
Reflect a person's prejudice and attitude
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
A) use the 5WH method & b) reflect on answers and recycle

21. Define 'responding to feeling' as...
Taken very seriously
Identifying the behavior/action desired
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

22. Identify one consideration for giving inmate a reason for your response & to include...
A polite request & using 'please' or 'would appreciate'
A) check things out & b) give a response and reason
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

23. Define 'responding to content' as...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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)

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

25. Explain that the statement 'human actions determine human reactions' means...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

26. List the application skills used in controlling behavior as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) handling requests & b) making requests & c) reinforcing behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

27. Identify the steps involved in 'sizing up a situation &' to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen
Active involvement in most activities
Ability to control inmate behavior

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

29. 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)
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Selecting the best way to make requests
A) behavior & b) appearance & c) environment

30. List various basic feeling words & to include...
A) content & b) feeling & c) feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control
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) happy & b) angry & c) confused & d) sad & e) scared

31. Identify three characteristics of voice Which may be used to determine intensity & 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) feeling cues & b) relationships & c) energy levels & d) values
A) volume & b) emotion & c) pitch
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

32. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior
The ability to capture in words the specific feelings being presented by inmate

33. 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
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason

34. Identify the three basic environments of every individual & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns
Gathering information quickly and accurately regarding What is occurring in the surroundings

35. Identify components of good posturing & 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Reflect a person's prejudice and attitude

36. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

37. Explain 'sizing up a situation as...
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

38. Identify steps involved in making requests & 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) 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
A) content & b) feeling & c) feeling and meaning

39. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) who & b) what & c) why & d) where & e) when & f) how
Refer the inmate to a counselor or other specialist at the facility
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'

40. Explain clues that can be used to develop inferences & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Identifying the behavior/action desired
A) feeling cues & b) relationships & c) energy levels & d) values
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

41. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) positive & b) negative & c) neutral

42. Define 'controlling behavior' as...
Active involvement in most activities
A) volume & b) emotion & c) pitch
A) handling requests & b) making requests & c) reinforcing behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

43. Identify two primary components of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Look carefully
Identifying the behavior/action desired
Selecting the best way to make requests

44. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

45. 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...
Taken very seriously
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) volume & b) emotion & c) pitch

46. Identify the elements of reinforcing behavior as...
A) inform & b) persuade & c) entertain & d) indicate action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values

47. Explain that questions are used in addition to the basic skills and responding techniques to...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off

48. Explain that questions are used in addition to the basic skills and responding techniques to...
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)
Open up communications with inmate rather than shutting it off
A) position & b) observe & c) posture & d) listen
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

49. Identify several things an officer might look for when first coming on shift & to include...
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

50. Identify steps involved in making requests & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action