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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 clues that can be used to develop inferences & to include...
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
Keeping a safe distance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

2. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Ability to control inmate behavior
A) volume & b) emotion & c) pitch

3. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Taken very seriously
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

4. Identify steps in responding to feeling and meaning & 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
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 skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and reason & b) respond to feeling and meaning

5. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Look carefully
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

6. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) positive & b) negative & c) neutral
A) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

7. Identify one consideration for giving inmate a reason for your response & to include...
Identifying the behavior/action desired
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high
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

8. Explain that nonverbal communication can...

9. Identify the three basic environments of every individual & to include...
A) content & b) feeling & c) feeling and meaning
A) behavior & b) appearance & c) environment
A) where he/she lives & b) where he/she works & c) where he/she learns
A) check things out & b) take appropriate action

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

11. Identify techniques to use in taking action & to include...
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
A) position & b) observe & c) posture & d) listen
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

12. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on What was seen and heard & b) use a responding format
A) 'You're saying ________' & b) 'You look (or it looks) __________'

13. Identify several things an officer might look for when first coming on shift & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) handling requests & b) making requests & c) reinforcing behavior
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

14. List various basic feeling words & to include...
Keeping a safe distance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) happy & b) angry & c) confused & d) sad & e) scared

15. 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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) responding & b) asking questions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

16. Identify techniques to use in taking action & to include...
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) responding & b) asking questions

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

18. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

19. Identify one primary components of observing & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

20. Define 'responding to content' as...
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

21. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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) low & b) moderate & c) high

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

23. Identify steps involved in making requests & to include...
A) who & b) what & c) why & d) where & e) when & f) how
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) check things out & b) take appropriate action

24. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) volume & b) emotion & c) pitch
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

25. Identify various necessary elements in checking things out & 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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)

26. Identify the three basic environments of every individual & to include...
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
Identifying the behavior/action desired
A) check things out & b) give a response and reason

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

28. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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
Keeping a safe distance

29. Identify steps in responding to feeling & to include...
Selecting the best way to make requests
A) reflect on feeling and intensity & b) respond to feeling
A) responding & b) asking questions
A polite request & using 'please' or 'would appreciate'

30. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) ability to size up the situation & b) ability to communicate well with inmates
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Active involvement in most activities
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

31. Identify one major element of positioning & 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)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance

32. Explain that questions are used in addition to the basic skills and responding techniques to...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Open up communications with inmate rather than shutting it off
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) 'You're saying ________' & b) 'You look (or it looks) __________'

33. 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) low & b) moderate & c) high
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Refer the inmate to a counselor or other specialist at the facility
Transmission and receipt of a message to effect some kind of action
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)

35. Identify three major elements of positioning & to include...
A) who & b) what & c) why & d) where & e) when & f) how
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

36. Identify the components of the 5WH method as asking...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions
Ability to control inmate behavior
A) who & b) what & c) why & d) where & e) when & f) how

37. Identify the purpose of communication & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) inform & b) persuade & c) entertain & d) indicate action
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities

38. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Transmission and receipt of a message to effect some kind of action
A) check things out & b) give a response and reason

39. Define 'reinforcing behavior' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taken very seriously

40. Identify various necessary elements in checking things out & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Look carefully
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

41. Define 'taking action' as...
Selecting the best way to make requests
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

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

43. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

44. 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) use the 5WH method & b) reflect on answers and recycle
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
Taken very seriously

45. Identify steps of responding to content & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) happy & b) angry & c) confused & d) sad & e) scared

46. Identify the steps in handling request & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) check things out & b) give a response and reason

47. Explain that the statement 'human actions determine human reactions' means...
Open up communications with inmate rather than shutting it off
Reflect a person's prejudice and attitude
A) ability to size up the situation & b) ability to communicate well with inmates
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

48. Identify the levels of responding & to include...
Ability to control inmate behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) ability to size up the situation & b) ability to communicate well with inmates
A) content & b) feeling & c) feeling and meaning

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

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