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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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Look carefully

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

3. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) who & b) what & c) why & d) where & e) when & f) how

4. Identify components of good posturing & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) ability to size up the situation & b) ability to communicate well with inmates
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

5. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Look carefully
A) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared

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

7. Identify various questions to be asked in reflecting & to include...
A) volume & b) emotion & c) pitch
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

8. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Taken very seriously
A) low & b) moderate & c) high
Holding your body in such a way to show strength & confidence & interest and control

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

10. Explain that nonverbal communication can...

11. Identify several things an officer might look for when first coming on shift & to include...
A polite request & using 'please' or 'would appreciate'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

12. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taken very seriously
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility

13. Two skills an officer needs for effective interpersonal communications...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) ability to size up the situation & b) ability to communicate well with inmates
Reflect a person's prejudice and attitude
A) use the 5WH method & b) reflect on answers and recycle

14. Identify two considerations for giving inmate a reason for your response & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) who & b) what & c) why & d) where & e) when & f) how

15. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Gathering information quickly and accurately regarding What is occurring in the surroundings
Active involvement in most activities
A) volume & b) emotion & c) pitch

16. Define 'responding to feeling' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) happy & b) angry & c) confused & d) sad & e) scared
The ability to capture in words the specific feelings being presented by inmate
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)

17. Define ' direct request format' as...
Look carefully
Identifying the behavior/action desired
Reflect a person's prejudice and attitude
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

18. Identify three characteristics of voice Which may be used to determine intensity & 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) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) feeling cues & b) relationships & c) energy levels & d) values

19. Identify steps of responding to content & to include...
Taken very seriously
A) reflect on What was seen and heard & b) use a responding format
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired

20. Identify steps involved in making requests & to include...
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) take appropriate action

21. 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
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) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling

22. Two skills an officer needs for effective interpersonal communications...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Transmission and receipt of a message to effect some kind of action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) ability to size up the situation & b) ability to communicate well with inmates

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

24. Identify the levels of responding & to include...
A) check things out & b) give a response and reason
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
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

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle
A polite request & using 'please' or 'would appreciate'
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)

26. Define 'interpersonal communication' as...
A) who & b) what & c) why & d) where & e) when & f) how
Transmission and receipt of a message to effect some kind of action
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

27. Identify the three basic environments of every individual & to include...
Ability to control inmate behavior
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

28. Define 'controlling behavior' 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
Selecting the best way to make requests
A) inform & b) persuade & c) entertain & d) indicate action

29. 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Active involvement in most activities
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

30. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
Open up communications with inmate rather than shutting it off
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

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

32. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to capture in words the specific feelings being presented by inmate

33. 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)
Selecting the best way to make requests
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

34. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taken very seriously

35. 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
The ability to capture in words the specific feelings being presented by inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

36. Define 'softening a request' as...
A) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

37. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) content & b) feeling & c) feeling and meaning
Taken very seriously
Refer the inmate to a counselor or other specialist at the facility

38. Define 'softening a request' 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 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
Identifying the behavior/action desired

39. Define 'reinforcing behavior' 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
A) reflect on What was seen and heard & b) use a responding format
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

40. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) low & b) moderate & c) 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)

41. Identify the 'add-on' skills in interpersonal communication & to include...
Open up communications with inmate rather than shutting it off
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) responding & b) asking questions

42. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

43. Define 'taking action' as...
Selecting the best way to make requests
A) behavior & b) appearance & c) environment
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) volume & b) emotion & c) pitch

44. Identify steps in listening & to include...
A) positive & b) negative & c) neutral
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) happy & b) angry & c) confused & d) sad & e) scared

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

46. Define 'taking action' as...
Selecting the best way to make requests
A) behavior & b) appearance & c) environment
The ability to capture in words the specific feelings being presented by inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

47. 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...
A) check things out & b) take appropriate action
Taken very seriously
A) behavior & b) appearance & c) environment
A) ability to size up the situation & b) ability to communicate well with inmates

48. 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) reflect on feeling and intensity & b) respond to feeling
Identifying the behavior/action desired
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

49. 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...
A) volume & b) emotion & c) pitch
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) reflect on feeling and intensity & b) respond to feeling
Taken very seriously

50. Define 'posturing' as...
Open up communications with inmate rather than shutting it off
A) behavior & b) appearance & c) environment
Holding your body in such a way to show strength & confidence & interest and control
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling