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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 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) position & b) observe & c) posture & d) listen
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns

2. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
The ability to capture in words the specific feelings being presented by inmate
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

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

4. 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) check things out & b) give a response and reason
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

5. Identify the three basic environments of every individual & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Active involvement in most activities
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) where he/she lives & b) where he/she works & c) where he/she learns

6. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off
A) reflect on What was seen and heard & b) use a responding format
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

7. Identify two primary components of observing & to include...
A) content & b) feeling & c) feeling and meaning
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

8. Identify one primary components of observing & to include...
A) check things out & b) take appropriate action
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) __________'
Look carefully

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

10. Define 'reinforcing behavior' as...
Holding your body in such a way to show strength & confidence & interest and control
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Gathering information quickly and accurately regarding What is occurring in the surroundings

11. 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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) handling requests & b) making requests & c) reinforcing behavior

12. Define 'responding to content' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) position & b) observe & c) posture & d) listen
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on What was seen and heard & b) use a responding format

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

14. Identify two considerations for giving inmate a reason for your response & to include...
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
A polite request & using 'please' or 'would appreciate'
Reflect a person's prejudice and attitude

15. Identify one major element of positioning & 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) handling requests & b) making requests & c) reinforcing behavior
Keeping a safe distance

16. Define ' direct request format' as...
Identifying the behavior/action desired
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
A) positive & b) negative & c) neutral

17. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) who & b) what & c) why & d) where & e) when & f) how

18. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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) low & b) moderate & c) high
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

19. Two skills an officer needs for effective interpersonal communications...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

20. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) low & b) moderate & c) high
A) check things out & b) take appropriate action
Ability to control inmate behavior

21. Identify one primary components of observing & to include...
Keeping a safe distance
Holding your body in such a way to show strength & confidence & interest and control
Look carefully
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

22. Define 'taking action' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Selecting the best way to make requests
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

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

24. 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) happy & b) angry & c) confused & d) sad & e) scared
A) happy & b) angry & c) confused & d) sad & e) scared
A polite request & using 'please' or 'would appreciate'

25. 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
Look carefully
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

26. Identify the techniques used in asking questions & 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)
Active involvement in most activities
A) use the 5WH method & b) reflect on answers and recycle
Look carefully

27. Identify the purpose of communication & to include...
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
A) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high

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...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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)

30. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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) reflect on feeling and intensity & b) respond to feeling
Refer the inmate to a counselor or other specialist at the facility

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

32. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values

33. Define 'reinforcing behavior' as...
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
The ability to capture in words the specific feelings being presented by inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

34. Identify several things an officer might look for when first coming on shift & to include...
Taken very seriously
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

35. Identify various necessary elements in checking things out & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

36. Identify three major elements of positioning & to include...
Transmission and receipt of a message to effect some kind of action
A) content & b) feeling & c) feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on What was seen and heard & b) use a responding format

37. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Ability to control inmate behavior

38. Identify the techniques used in asking questions & to include...
A) content & b) feeling & c) feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

39. Identify various questions to be asked in reflecting & to include...
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

40. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) who & b) what & c) why & d) where & e) when & f) how
Holding your body in such a way to show strength & confidence & interest and control

41. Identify that inferences are more likely to be...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use the 5WH method & b) reflect on answers and recycle

42. Identify two primary components of observing & to include...
A) behavior & b) appearance & c) environment
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling

43. List the application skills used in controlling behavior as...
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior
Ability to control inmate behavior
Selecting the best way to make requests

44. Define 'controlling behavior' 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

45. Identify the steps in handling request & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) give a response and reason
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Keeping a safe distance

46. 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 polite request & using 'please' or 'would appreciate'
Refer the inmate to a counselor or other specialist at the facility
Open up communications with inmate rather than shutting it off

47. Identify that inferences are more likely to be...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

48. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
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) 'You're saying ________' & b) 'You look (or it looks) __________'
Gathering information quickly and accurately regarding What is occurring in the surroundings

49. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Open up communications with inmate rather than shutting it off
Active involvement in most activities
Look carefully
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
Refer the inmate to a counselor or other specialist at the facility
Taken very seriously