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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 the statement 'human actions determine human reactions' means...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to capture in words the specific feelings being presented by inmate
A) handling requests & b) making requests & c) reinforcing behavior

2. Explain 'sizing up a situation as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

3. Identify the steps in handling request & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Keeping a safe distance
A) check things out & b) give a response and reason
Active involvement in most activities

4. Identify various necessary elements in checking things out & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Ability to control inmate behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Gathering information quickly and accurately regarding What is occurring in the surroundings

5. Identify steps in responding to feeling & to include...
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
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen

6. Define 'responding to feeling' as...
A) reflect on What was seen and heard & b) use a responding format
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Transmission and receipt of a message to effect some kind of action
The ability to capture in words the specific feelings being presented by inmate

7. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) position & b) observe & c) posture & d) listen
Ability to control inmate behavior
Refer the inmate to a counselor or other specialist at the facility
Look carefully

8. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns
Refer the inmate to a counselor or other specialist at the facility
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

9. Define 'reinforcing behavior' as...
A) handling requests & b) making requests & c) reinforcing behavior
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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

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

11. List various basic feeling words & to include...
The ability to capture in words the specific feelings being presented by inmate
A) happy & b) angry & c) confused & d) sad & e) scared
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

12. Explain that questions are used in addition to the basic skills and responding techniques to...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Open up communications with inmate rather than shutting it off
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

13. Identify two considerations for giving inmate a reason for your response & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Keeping a safe distance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the 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

14. Identify the components of the 5WH method as asking...
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling
A) who & b) what & c) why & d) where & e) when & f) how
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

15. Two skills an officer needs for effective interpersonal communications...
A) use the 5WH method & b) reflect on answers and recycle
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

16. Identify steps of responding to content & to include...
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) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values

17. Define 'responding to content' as...
Transmission and receipt of a message to effect some kind of action
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
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

18. Explain clues that can be used to develop inferences & to include...
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Selecting the best way to make requests
A) feeling cues & b) relationships & c) energy levels & d) values

19. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Holding your body in such a way to show strength & confidence & interest and control
Look carefully

20. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Active involvement in most activities

21. Identify steps in listening & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

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

23. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A polite request & using 'please' or 'would appreciate'
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

24. List the application skills used in controlling behavior as...
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
A) handling requests & b) making requests & c) reinforcing behavior

25. Identify aspects considered during the initial stage of observing & to include...
A) position & b) observe & c) posture & d) listen
Selecting the best way to make requests
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment

26. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
Keeping a safe distance

27. Define 'reinforcing behavior' as...
Active involvement in most activities
Holding your body in such a way to show strength & confidence & interest and control
Selecting the best way to make requests
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

28. Identify that inferences are more likely to be...
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
Keeping a safe distance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

29. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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

30. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities

31. Identify various questions to be asked in reflecting & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Look carefully
A) where he/she lives & b) where he/she works & c) where he/she learns
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

32. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) feeling cues & b) relationships & c) energy levels & d) values
A) use the 5WH method & b) reflect on answers and recycle

33. Identify one primary components of observing & to include...
A) position & b) observe & c) posture & d) listen
A) check things out & b) take appropriate action
Look carefully
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

34. Identify techniques to use in taking action & to include...
A) content & b) feeling & c) feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

35. Identify several things an officer might look for when first coming on shift & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on What was seen and heard & b) use a responding format

36. Identify components of good posturing & 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) ability to size up the situation & b) ability to communicate well with inmates

37. Define 'interpersonal communication' as...
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

38. 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) reflect on What was seen and heard & b) use a responding format
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)

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

40. 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on What was seen and heard & b) use a responding format

41. 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
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
A) check things out & b) take appropriate action

42. Identify three major elements of positioning & to include...
A) check things out & b) take appropriate action
A) check things out & b) give a response and reason
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Look carefully

43. Identify two primary components of observing & to include...
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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'

44. Identify the major categories of energy levels and describe their respective characteristics as...
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning
A) low & b) moderate & c) high

45. Identify the 'add-on' skills in interpersonal communication & to include...
A) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values
A) responding & b) asking questions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

46. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

48. Define 'controlling behavior' as...
A) volume & b) emotion & c) pitch
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and reason & b) respond to feeling and meaning

49. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) happy & b) angry & c) confused & d) sad & e) scared
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)
Selecting the best way to make requests

50. 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
Selecting the best way to make requests
A) volume & b) emotion & c) pitch
Selecting the best way to make requests