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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. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Gathering information quickly and accurately regarding What is occurring in the surroundings
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

2. Identify two considerations for giving inmate a reason for your response & to include...
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
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

3. Explain that questions are used in addition to the basic skills and responding techniques to...
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

4. Two skills an officer needs for effective interpersonal communications...
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared
A polite request & using 'please' or 'would appreciate'
A) ability to size up the situation & b) ability to communicate well with inmates

5. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) who & b) what & c) why & d) where & e) when & f) how
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) where he/she lives & b) where he/she works & c) where he/she learns

6. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Ability to control inmate behavior
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
Refer the inmate to a counselor or other specialist at the facility
Open up communications with inmate rather than shutting it off

7. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Identifying the behavior/action desired

8. Identify the steps in handling request & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) give a response and reason
Keeping a safe distance

9. 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
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

10. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on What was seen and heard & b) use a responding format

11. Identify several things an officer might look for when first coming on shift & to include...
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously

12. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully
A) reflect on What was seen and heard & b) use a responding format

13. Identify aspects considered during the initial stage of observing & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A polite request & using 'please' or 'would appreciate'
Selecting the best way to make requests
A) behavior & b) appearance & c) environment

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Refer the inmate to a counselor or other specialist at the facility
Look carefully
Active involvement in most activities

15. Identify the purpose of communication & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) inform & b) persuade & c) entertain & d) indicate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) take appropriate action

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

17. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) happy & b) angry & c) confused & d) sad & e) scared
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

18. Explain that nonverbal communication can...

19. Explain 'sizing up a situation as...
A) check things out & b) give a response and reason
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities
Gathering information quickly and accurately regarding What is occurring in the surroundings

20. Define 'controlling behavior' as...
Identifying the behavior/action desired
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) __________'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

21. 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) feeling cues & b) relationships & c) energy levels & d) values
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

22. Identify steps in responding to feeling and meaning & to include...
A) responding & b) asking questions
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
Selecting the best way to make requests

23. Explain that the statement 'human actions determine human reactions' means...
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)
Taken very seriously
Holding your body in such a way to show strength & confidence & interest and control
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

24. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) content & b) feeling & c) feeling and meaning

25. Define 'responding to feeling' as...
Transmission and receipt of a message to effect some kind of action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to capture in words the specific feelings being presented by inmate
A) content & b) feeling & c) feeling and meaning

26. Identify the components of the 5WH method as asking...
A) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior
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

27. Define 'softening a request' as...
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
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling

28. Identify the steps involved in 'sizing up a situation &' 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) content & b) feeling & c) feeling and meaning
A) position & b) observe & c) posture & d) listen
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

29. Explain 'sizing up a situation as...
A) happy & b) angry & c) confused & d) sad & e) scared
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
Active involvement in most activities

30. Identify components of good posturing & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) handling requests & b) making requests & c) reinforcing behavior
A polite request & using 'please' or 'would appreciate'

31. Identify the three basic environments of every individual & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) behavior & b) appearance & c) environment
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) where he/she lives & b) where he/she works & c) where he/she learns

32. Identify the elements of reinforcing behavior as...
A) behavior & b) appearance & c) environment
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) check things out & b) take appropriate action
Active involvement in most activities
A) position & b) observe & c) posture & d) listen

34. Identify various necessary elements in checking things out & to include...
A) content & b) feeling & c) feeling and meaning
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Active involvement in most activities
Taken very seriously

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

36. Define 'interpersonal communication' as...
Look carefully
Transmission and receipt of a message to effect some kind of action
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

37. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests

38. Identify techniques to use in taking action & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) 'You're saying ________' & b) 'You look (or it looks) __________'

39. Identify the major categories of energy levels and describe their respective characteristics as...
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
A) behavior & b) appearance & c) environment
A) low & b) moderate & c) high

40. Define 'taking action' as...
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling
Selecting the best way to make requests
A) inform & b) persuade & c) entertain & d) indicate action

41. Identify the purpose of communication & to include...
A) responding & b) asking questions
A) inform & b) persuade & c) entertain & d) indicate action
A) use the 5WH method & b) reflect on answers and recycle
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

42. Define ' direct request format' as...
Taken very seriously
A) feeling cues & b) relationships & c) energy levels & d) values
Identifying the behavior/action desired
Gathering information quickly and accurately regarding What is occurring in the surroundings

43. Identify three major elements of positioning & to include...
Active involvement in most activities
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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) responding & b) asking questions

44. Define 'reinforcing behavior' as...
A) positive & b) negative & c) neutral
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) check things out & b) give a response and reason

45. Identify one major element of positioning & to include...
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Keeping a safe distance

46. Define ' direct request format' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

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

48. Identify steps involved in making requests & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

49. 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
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
Identifying the behavior/action desired
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

50. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
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)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values