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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 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) where he/she lives & b) where he/she works & c) where he/she learns
Look carefully
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

2. Identify that inferences are more likely to be...
A) reflect on feeling and intensity & b) respond to feeling
A polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Reflect a person's prejudice and attitude

3. 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) reflect on feeling and intensity & b) respond to feeling
A polite request & using 'please' or 'would appreciate'
A) volume & b) emotion & c) pitch

4. Explain that nonverbal communication can...

5. Identify the steps involved in 'sizing up a situation &' to include...
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
A) position & b) observe & c) posture & d) listen
Look carefully

6. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Gathering information quickly and accurately regarding What is occurring in the surroundings
Transmission and receipt of a message to effect some kind of action

7. Identify various questions to be asked in reflecting & to include...
Ability to control inmate behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) feeling cues & b) relationships & c) energy levels & d) values

8. Identify one primary components of observing & to include...
Ability to control inmate behavior
Look carefully
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

9. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Transmission and receipt of a message to effect some kind of action

10. Explain that questions are used in addition to the basic skills and responding techniques to...
Refer the inmate to a counselor or other specialist at the facility
Open up communications with inmate rather than shutting it off
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

11. Define 'taking action' as...
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities
Keeping a safe distance
Selecting the best way to make requests

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

13. 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) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

14. 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
A) where he/she lives & b) where he/she works & c) where he/she learns
Taken very seriously
A) volume & b) emotion & c) pitch

15. Identify two considerations for giving inmate a reason for your response & 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
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) reflect on feeling and reason & b) respond to feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

16. Define ' direct request format' as...
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
Identifying the behavior/action desired
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

17. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities

18. Explain 'sizing up a situation as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) take appropriate action
Ability to control inmate behavior

19. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

20. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Active involvement in most activities
The ability to capture in words the specific feelings being presented by inmate
A) handling requests & b) making requests & c) reinforcing behavior

21. 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)
A) low & b) moderate & c) high
A) low & b) moderate & c) high
Open up communications with inmate rather than shutting it off

22. Define 'responding to feeling' as...
Reflect a person's prejudice and attitude
A) content & b) feeling & c) feeling and meaning
The ability to capture in words the specific feelings being presented by inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

23. Define 'controlling behavior' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

24. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

25. Identify the purpose of communication & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Active involvement in most activities
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

26. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle

27. Identify several things an officer might look for when first coming on shift & 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) who & b) what & c) why & d) where & e) when & f) how
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

28. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) give a response and reason
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

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

30. Define ' direct request format' as...
Identifying the behavior/action desired
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior

31. Identify the major categories of energy levels and describe their respective characteristics as...
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
Reflect a person's prejudice and attitude
A) low & b) moderate & c) high

32. 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
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
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 feeling and reason & b) respond to feeling and meaning

33. Identify aspects considered during the initial stage of observing & to include...
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) low & b) moderate & c) high
A) behavior & b) appearance & c) environment

34. Define 'reinforcing behavior' as...
A) handling requests & b) making requests & c) reinforcing behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) happy & b) angry & c) confused & d) sad & e) scared
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

35. 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...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously

36. 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) position & b) observe & c) posture & d) listen
Taken very seriously
Ability to control inmate behavior

37. 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 capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

38. Identify techniques to use in taking action & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

40. Identify the three basic environments of every individual & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

41. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

43. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Ability to control inmate behavior
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

44. Explain clues that can be used to develop inferences & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) positive & b) negative & c) neutral
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values

45. Identify the levels of responding & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Keeping a safe distance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) content & b) feeling & c) feeling and meaning

46. Identify one major element of positioning & to include...
Open up communications with inmate rather than shutting it off
Keeping a safe distance
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 polite request & using 'please' or 'would appreciate'

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

48. Define 'taking action' as...
Selecting the best way to make requests
Look carefully
A) low & b) moderate & c) high
Transmission and receipt of a message to effect some kind of action

49. Identify three major elements of positioning & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

50. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Selecting the best way to make requests
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Look carefully