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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 involved in making requests & to include...
Open up communications with inmate rather than shutting it off
A) check things out & b) take appropriate action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) use the 5WH method & b) reflect on answers and recycle

2. 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) reflect on feeling and reason & b) respond to feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taken very seriously
A) ability to size up the situation & b) ability to communicate well with inmates

3. Define 'posturing' as...
A) position & b) observe & c) posture & d) listen
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
A) use the 5WH method & b) reflect on answers and recycle

4. Identify two primary components of observing & to include...
Identifying the behavior/action desired
Keeping a safe distance
Ability to control inmate behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

5. Identify the purpose of communication & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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
A) inform & b) persuade & c) entertain & d) indicate action

6. Define 'responding to feeling' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The ability to capture in words the specific feelings being presented by inmate
Look carefully
A) position & b) observe & c) posture & d) listen

7. Identify two considerations for giving inmate a reason for your response & to include...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Holding your body in such a way to show strength & confidence & interest and control
A) volume & b) emotion & c) pitch

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of 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)
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired
Gathering information quickly and accurately regarding What is occurring in the surroundings

9. Identify two considerations 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
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) 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

10. List various basic feeling words & 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
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared
A) position & b) observe & c) posture & d) listen

11. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
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
Holding your body in such a way to show strength & confidence & interest and control
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

12. Two skills an officer needs for effective interpersonal communications...
The ability to capture in words the specific feelings being presented by inmate
A) ability to size up the situation & b) ability to communicate well with inmates
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully

13. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

14. Identify one major element of positioning & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Keeping a safe distance
Open up communications with inmate rather than shutting it off

15. List the application skills used in controlling behavior as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) handling requests & b) making requests & c) reinforcing behavior
A) volume & b) emotion & c) pitch
Transmission and receipt of a message to effect some kind of action

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

17. Identify aspects considered during the initial stage of observing & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
Gathering information quickly and accurately regarding What is occurring in the surroundings
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)

18. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Transmission and receipt of a message to effect some kind of action
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

19. 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
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
A) low & b) moderate & c) high

20. Define 'responding to content' as...
A) volume & b) emotion & c) pitch
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

21. Identify the components of the 5WH method as asking...
A) handling requests & b) making requests & c) reinforcing behavior
A) who & b) what & c) why & d) where & e) when & f) how
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared

22. 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
Keeping a safe distance
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

23. Identify three major elements of positioning & to include...
A) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

24. Define 'interpersonal communication' as...
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
Transmission and receipt of a message to effect some kind of action
Active involvement in most activities

25. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

26. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Selecting the best way to make requests
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

27. Define 'responding to content' as...
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
Holding your body in such a way to show strength & confidence & interest and control
The ability to capture in words the specific feelings being presented by inmate

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

29. Identify steps in responding to feeling & to include...
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling
A) volume & b) emotion & c) pitch
Keeping a safe distance

30. Define ' direct request format' as...
Holding your body in such a way to show strength & confidence & interest and control
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) ability to size up the situation & b) ability to communicate well with inmates

31. Define 'softening a request' as...
Holding your body in such a way to show strength & confidence & interest and control
Taken very seriously
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

32. 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)
Reflect a person's prejudice and attitude
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

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

34. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
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

35. Define 'controlling behavior' as...
The ability to capture in words the specific feelings being presented by inmate
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

36. Identify one primary components of observing & to include...
Look carefully
A) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and reason & b) respond to feeling and meaning

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

38. Define 'taking action' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Selecting the best way to make requests
A) check things out & b) take appropriate action
A) who & b) what & c) why & d) where & e) when & f) how

39. Define 'reinforcing behavior' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) responding & b) asking questions
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

40. Identify steps of responding to content & to include...
A) content & b) feeling & c) feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns

41. Identify the major categories of energy levels and describe their respective characteristics as...
A) content & b) feeling & c) feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) low & b) moderate & c) high
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

42. Identify the techniques used in asking questions & 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) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

43. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) low & b) moderate & c) high

44. Explain that nonverbal communication can...

45. Explain that the statement 'human actions determine human reactions' means...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) check things out & b) give a response and reason
Ability to control inmate behavior

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests

47. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
Look carefully
A) low & b) moderate & c) high
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

48. Identify one consideration for giving inmate a reason for your response & 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) where he/she lives & b) where he/she works & c) where he/she learns
A) who & b) what & c) why & d) where & e) when & f) how
A) 'You're saying ________' & b) 'You look (or it looks) __________'

49. Explain 'sizing up a situation as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on What was seen and heard & b) use a responding format
Gathering information quickly and accurately regarding What is occurring in the surroundings

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort