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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 steps in responding to feeling & to include...
Selecting the best way to make requests
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and intensity & b) respond to feeling
A) behavior & b) appearance & c) environment

2. Identify the major categories of energy levels and describe their respective characteristics as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) low & b) moderate & c) high
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

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

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4. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior
A polite request & using 'please' or 'would appreciate'
A) volume & b) emotion & c) pitch

5. Explain clues that can be used to develop inferences & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral

6. Identify various necessary elements in checking things out & to include...
A) positive & b) negative & c) neutral
Identifying the behavior/action desired
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

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

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8. Explain 'sizing up a situation as...
A) ability to size up the situation & b) ability to communicate well with inmates
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

9. 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) behavior & b) appearance & c) environment
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) __________'

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

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11. 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)
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

12. Identify the elements of reinforcing behavior as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

13. Identify steps in listening & to include...
Taken very seriously
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
A) check things out & b) give a response and reason

14. Identify the levels of responding & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) content & b) feeling & c) feeling and meaning
Taken very seriously

15. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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) behavior & b) appearance & c) environment

16. Define 'posturing' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Holding your body in such a way to show strength & confidence & interest and control
A) use the 5WH method & b) reflect on answers and recycle

17. Identify several things an officer might look for when first coming on shift & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) responding & b) asking questions
A) reflect on feeling and reason & b) respond to feeling and meaning

18. Identify that inferences are more likely to be...
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
Selecting the best way to make requests
A) volume & b) emotion & c) pitch

19. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Holding your body in such a way to show strength & confidence & interest and control
A) low & b) moderate & c) high

20. Identify steps involved in making requests & to include...
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how
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

21. Identify the levels of responding & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
The ability to capture in words the specific feelings being presented by inmate
A) content & b) feeling & c) feeling and meaning
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

22. Identify one major element of positioning & to include...
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)
Keeping a safe distance
Gathering information quickly and accurately regarding What is occurring in the surroundings

23. 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) feeling cues & b) relationships & c) energy levels & d) values
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control

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) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values
Holding your body in such a way to show strength & confidence & interest and control

25. Define 'posturing' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Open up communications with inmate rather than shutting it off
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities

26. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) use the 5WH method & b) reflect on answers and recycle
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason
Taken very seriously

27. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action
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)
Reflect a person's prejudice and attitude

28. List various basic feeling words & to include...
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
Selecting the best way to make requests
A) happy & b) angry & c) confused & d) sad & e) scared

29. Identify three characteristics of voice Which may be used to determine intensity & 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) volume & b) emotion & c) pitch
Transmission and receipt of a message to effect some kind of action

30. 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
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off
Keeping a safe distance

31. 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
Refer the inmate to a counselor or other specialist at the facility
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'

32. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Keeping a safe distance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

33. Explain that questions are used in addition to the basic skills and responding techniques to...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Open up communications with inmate rather than shutting it off
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

34. Define ' direct request format' as...
Look carefully
A) positive & b) negative & c) neutral
Identifying the behavior/action desired
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

35. Identify the purpose of communication & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values

36. Identify steps in responding to feeling and meaning & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and reason & b) respond to feeling and meaning

37. Identify components of good posturing & to include...
A) check things out & b) give a response and reason
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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) feeling cues & b) relationships & c) energy levels & d) values
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) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared

39. Identify three major elements of positioning & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

40. Identify techniques to use in taking action & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of action
A) behavior & b) appearance & c) environment
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

41. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
Gathering information quickly and accurately regarding What is occurring in the surroundings

42. Identify various questions to be asked in reflecting & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) take appropriate action

43. Identify the categories of relationships and feelings as...
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
Identifying the behavior/action desired
A) positive & b) negative & c) neutral

44. List various basic feeling words & to include...
Open up communications with inmate rather than shutting it off
A) reflect on feeling and reason & b) respond to feeling and meaning
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

45. Identify steps of responding to content & to include...
A) position & b) observe & c) posture & d) listen
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

46. Identify techniques to use in taking action & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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
A) who & b) what & c) why & d) where & e) when & f) how

47. Explain 'sizing up a situation as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on feeling and intensity & b) respond to feeling
A) positive & b) negative & c) neutral
Gathering information quickly and accurately regarding What is occurring in the surroundings

48. Identify three characteristics of voice Which may be used to determine intensity & 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
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)
Identifying the behavior/action desired

49. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

50. Identify the steps in handling request & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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