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...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Gathering information quickly and accurately regarding What is occurring in the surroundings


2. Identify the levels of responding & to include...
Identifying the behavior/action desired
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests


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

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4. Explain that nonverbal communication can...

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5. Identify one consideration for giving inmate a reason for your response & to include...
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
Transmission and receipt of a message to effect some kind of action
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


6. 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) reflect on What was seen and heard & b) use a responding format
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning


7. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously
Refer the inmate to a counselor or other specialist at the facility
Open up communications with inmate rather than shutting it off


8. Define 'reinforcing behavior' as...
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


9. Define 'responding to content' as...
A) check things out & b) give a response and reason
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


10. Identify various questions to be asked in reflecting & to include...
Identifying the behavior/action desired
A) low & b) moderate & c) high
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


11. Define 'responding to content' as...
A) feeling cues & b) relationships & c) energy levels & d) values
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


12. Identify two primary components of observing & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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 polite request & using 'please' or 'would appreciate'
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


13. Explain clues that can be used to develop inferences & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) responding & b) asking questions
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


14. Identify three major elements of positioning & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


15. Define 'controlling behavior' as...
Reflect a person's prejudice and attitude
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
Reflect a person's prejudice and attitude


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

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17. 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) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior
A) positive & b) negative & c) neutral


18. Define 'interpersonal communication' as...
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
A) reflect on What was seen and heard & b) use a responding format
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


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

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20. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Identifying the behavior/action desired
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) 'You're saying ________' & b) 'You look (or it looks) __________'


21. Explain clues that can be used to develop inferences & 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
Identifying the behavior/action desired
Active involvement in most activities
A) feeling cues & b) relationships & c) energy levels & d) values


22. Identify the elements of reinforcing behavior as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'


23. Identify the major categories of energy levels and describe their respective characteristics as...
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
A) low & b) moderate & c) high
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


24. Define 'taking action' as...
A) content & b) feeling & c) feeling and meaning
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) inform & b) persuade & c) entertain & d) indicate action


25. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) handling requests & b) making requests & c) reinforcing behavior
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


26. Two skills an officer needs for effective interpersonal communications...
A) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


27. Identify techniques to use in taking action & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off


28. Identify steps involved in making requests & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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


29. Identify the 'add-on' skills in interpersonal communication & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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) responding & b) asking questions


30. Identify one consideration for giving inmate a reason for your response & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
A) position & b) observe & c) posture & d) listen


31. Define 'controlling behavior' as...
A) happy & b) angry & c) confused & d) sad & e) scared
A) position & b) observe & c) posture & d) listen
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Reflect a person's prejudice and attitude


32. List various basic feeling words & to include...
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Transmission and receipt of a message to effect some kind of action
A) happy & b) angry & c) confused & d) sad & e) scared


33. Identify the steps in handling request & to include...
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) check things out & b) give a response and reason


34. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) low & b) moderate & c) 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)


35. 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
Active involvement in most activities
A) behavior & b) appearance & c) environment
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


36. 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) volume & b) emotion & c) pitch
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) reflect on What was seen and heard & b) use a responding format


37. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) where he/she lives & b) where he/she works & c) where he/she learns
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Reflect a person's prejudice and attitude


38. Identify steps of responding to content & to include...
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action
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


39. Identify the major categories of energy levels and describe their respective characteristics as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Active involvement in most activities
A) low & b) moderate & c) high
A) where he/she lives & b) where he/she works & c) where he/she learns


40. Identify the 'add-on' skills in interpersonal communication & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) responding & b) asking questions
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


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

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42. Identify techniques to use in taking action & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


43. Two skills an officer needs for effective interpersonal communications...
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
A) ability to size up the situation & b) ability to communicate well with inmates
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


44. Explain that questions are used in addition to the basic skills and responding techniques to...
The ability to capture in words the specific feelings being presented by inmate
Refer the inmate to a counselor or other specialist at the facility
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off


45. Define 'responding to feeling' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) who & b) what & c) why & d) where & e) when & f) how
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to capture in words the specific feelings being presented by inmate


46. Identify the levels of responding & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A polite request & using 'please' or 'would appreciate'
A) content & b) feeling & c) feeling and meaning


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

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48. Identify the techniques used in asking questions & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Transmission and receipt of a message to effect some kind of action
A) use the 5WH method & b) reflect on answers and recycle
A) behavior & b) appearance & c) environment


49. Define 'taking action' as...
Holding your body in such a way to show strength & confidence & interest and control
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests


50. 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)
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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)