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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. Define 'softening a request' as...
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns
Ability to control inmate behavior
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 one major element of positioning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Keeping a safe distance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) feeling cues & b) relationships & c) energy levels & d) values

3. Define 'taking action' as...
Selecting the best way to make requests
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) behavior & b) appearance & c) environment
Look carefully

4. Identify steps involved in making requests & to include...
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
A) ability to size up the situation & b) ability to communicate well with inmates
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)

5. Define 'softening a request' as...
A) use the 5WH method & b) reflect on answers and recycle
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
A) feeling cues & b) relationships & c) energy levels & d) values

6. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) give a response and reason
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)

7. Explain that the statement 'human actions determine human reactions' means...
A) use the 5WH method & b) reflect on answers and recycle
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

8. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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
Open up communications with inmate rather than shutting it off

9. Identify the steps involved in 'sizing up a situation &' to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch

10. 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) who & b) what & c) why & d) where & e) when & f) how
A) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) inform & b) persuade & c) entertain & d) indicate action
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
Active involvement in most activities

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

13. Identify the steps involved in 'sizing up a situation &' to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Transmission and receipt of a message to effect some kind of action
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen

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

15. 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) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action
Refer the inmate to a counselor or other specialist at the facility

16. Identify steps of responding to content & to include...
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
A) use the 5WH method & b) reflect on answers and recycle

17. Explain 'sizing up a situation as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Holding your body in such a way to show strength & confidence & interest and control
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) 'You're saying ________' & b) 'You look (or it looks) __________'

18. Define ' direct request format' as...
A) responding & b) asking questions
Identifying the behavior/action desired
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) ability to size up the situation & b) ability to communicate well with inmates

19. Explain that nonverbal communication can...

20. Identify steps in listening & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and reason & b) respond to feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

21. Identify the major categories of energy levels and describe their respective characteristics as...
A) check things out & b) take appropriate action
A) low & b) moderate & c) high
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

22. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Reflect a person's prejudice and attitude
Open up communications with inmate rather than shutting it off
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)

23. List various basic feeling words & to include...
A) who & b) what & c) why & d) where & e) when & f) how
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) 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

24. Identify the components of the 5WH method as asking...
A) inform & b) persuade & c) entertain & d) indicate action
A) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how
A) content & b) feeling & c) feeling and meaning

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

26. Identify one consideration for giving inmate a reason for your response & to include...
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
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior

27. Define 'posturing' as...
A) feeling cues & b) relationships & c) energy levels & d) values
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
Keeping a safe distance

28. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reflect on feeling and intensity & b) respond to feeling
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) position & b) observe & c) posture & d) listen

29. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
Refer the inmate to a counselor or other specialist at the facility

30. Identify various necessary elements in checking things out & 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 capture in words the specific feelings being presented by inmate
Selecting the best way to make requests
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

31. Identify the levels of responding & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Active involvement in most activities
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

32. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) position & b) observe & c) posture & d) listen
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

33. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Reflect a person's prejudice and attitude
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A polite request & using 'please' or 'would appreciate'

34. Identify steps of responding to content & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format
A) position & b) observe & c) posture & d) listen

35. Identify two primary components of observing & to include...
Active involvement in most activities
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

36. Identify the steps in handling request & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) give a response and reason
Look carefully
A) check things out & b) take appropriate action

37. Identify the components of the 5WH method as asking...
A) low & b) moderate & c) high
A) check things out & b) take appropriate action
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch

38. Identify aspects considered during the initial stage of observing & to include...
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared
A) behavior & b) appearance & c) environment
A) who & b) what & c) why & d) where & e) when & f) how

39. Identify steps in listening & 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
A) positive & b) negative & c) neutral
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) check things out & b) take appropriate action
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates

41. Identify the techniques used in asking questions & to include...
Active involvement in most activities
A) use the 5WH method & b) reflect on answers and recycle
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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)

42. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
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
A) use the 5WH method & b) reflect on answers and recycle

43. Identify techniques to use in taking action & to include...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

44. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) check things out & b) take appropriate action
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) ability to size up the situation & b) ability to communicate well with inmates
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

45. Identify two considerations for giving inmate a reason for your response & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

46. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Active involvement in most activities
A) feeling cues & b) relationships & c) energy levels & d) values

47. Identify the three basic environments of every individual & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

48. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

49. Identify aspects considered during the initial stage of observing & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) behavior & b) appearance & c) environment
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action

50. Define 'responding to content' as...
A) inform & b) persuade & c) entertain & d) indicate action
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
Selecting the best way to make requests