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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 the steps in handling request & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

2. Identify the major categories of energy levels and describe their respective characteristics as...
Look carefully
Selecting the best way to make requests
A) feeling cues & b) relationships & c) energy levels & d) values
A) low & b) moderate & c) high

3. Identify two considerations for giving inmate a reason for your response & to include...
A) reflect on What was seen and heard & b) use a responding format
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Keeping a safe distance

4. 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 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) positive & b) negative & c) neutral

5. Identify the elements of reinforcing behavior as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) positive & b) negative & c) neutral

6. Explain that nonverbal communication can...

7. Identify several things an officer might look for when first coming on shift & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

8. 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) volume & b) emotion & c) pitch
Reflect a person's prejudice and attitude

9. Identify the components of the 5WH method as asking...
A) reflect on What was seen and heard & b) use a responding format
A) who & b) what & c) why & d) where & e) when & f) how
A) handling requests & b) making requests & c) reinforcing behavior
A) responding & b) asking questions

10. 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen

11. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior
A) position & b) observe & c) posture & d) listen

12. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

13. Identify the three basic environments of every individual & to include...
A) content & b) feeling & c) feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns
Holding your body in such a way to show strength & confidence & interest and control
Transmission and receipt of a message to effect some kind of action

14. Identify steps in responding to feeling and meaning & to include...
Identifying the behavior/action desired
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

15. Define ' direct request format' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format
Identifying the behavior/action desired
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

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

17. Identify steps in listening & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) happy & b) angry & c) confused & d) sad & e) scared
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

18. 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
A) check things out & b) take appropriate action
A) content & b) feeling & c) feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

19. Define 'taking action' as...
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude
A) inform & b) persuade & c) entertain & d) indicate action
Selecting the best way to make requests

20. 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
A) volume & b) emotion & c) pitch
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Taken very seriously

21. Identify the purpose of communication & to include...
A) low & b) moderate & c) high
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

22. Identify the steps involved in 'sizing up a situation &' 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
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
A) reflect on What was seen and heard & b) use a responding format

23. Identify components of good posturing & to include...
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) ability to size up the situation & b) ability to communicate well with inmates
A) responding & b) asking questions

24. Identify techniques to use in taking action & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Keeping a safe distance

25. Two skills an officer needs for effective interpersonal communications...
Look carefully
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

26. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) handling requests & b) making requests & c) reinforcing behavior
Taken very seriously
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

27. Identify aspects considered during the initial stage of observing & to include...
Refer the inmate to a counselor or other specialist at the facility
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) behavior & b) appearance & c) environment
A) where he/she lives & b) where he/she works & c) where he/she learns

28. Define 'softening a request' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

29. Define 'taking action' as...
Selecting the best way to make requests
Keeping a safe distance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

30. Identify one primary components of observing & to include...
Look carefully
Refer the inmate to a counselor or other specialist at the facility
A) position & b) observe & c) posture & d) listen
Refer the inmate to a counselor or other specialist at the facility

31. 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
A) behavior & b) appearance & c) environment
Selecting the best way to make requests
A) behavior & b) appearance & c) environment

32. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) check things out & b) give a response and reason
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use the 5WH method & b) reflect on answers and recycle

33. Define 'responding to feeling' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) position & b) observe & c) posture & d) listen

34. Explain that nonverbal communication can...

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

36. Identify the major categories of energy levels and describe their respective characteristics as...
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) 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

37. Explain that questions are used in addition to the basic skills and responding techniques to...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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) positive & b) negative & c) neutral
Open up communications with inmate rather than shutting it off

38. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance

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

40. Define 'reinforcing behavior' as...
A) feeling cues & b) relationships & c) energy levels & d) values
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
Ability to control inmate behavior

41. 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
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to capture in words the specific feelings being presented by inmate

42. Identify the three basic environments of every individual & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns
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) __________'

43. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) low & b) moderate & c) high
Look carefully
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

44. 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) content & b) feeling & c) feeling and meaning
A) low & b) moderate & c) high
The ability to capture in words the specific feelings being presented by inmate

45. Identify one consideration for giving inmate a reason for your response & to include...
A) content & b) feeling & c) feeling and meaning
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
A) who & b) what & c) why & d) where & e) when & f) how

46. List various basic feeling words & to include...
The ability to capture in words the specific feelings being presented by inmate
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) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared

47. Identify steps in responding to feeling & to include...
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) content & b) feeling & c) feeling and meaning

48. Identify one major element of positioning & to include...
Identifying the behavior/action desired
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Keeping a safe distance

49. Identify steps in responding to feeling & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior

50. List various basic feeling words & to include...
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
A) happy & b) angry & c) confused & d) sad & e) scared
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling