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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 one consideration for giving inmate a reason for your response & to include...
Taken very seriously
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
Refer the inmate to a counselor or other specialist at the facility
A) inform & b) persuade & c) entertain & d) indicate action

2. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

3. Explain that nonverbal communication can...

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

5. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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 feeling and intensity & b) respond to feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) positive & b) negative & c) neutral

6. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) check things out & b) take appropriate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

7. List the application skills used in controlling behavior as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) happy & b) angry & c) confused & d) sad & e) scared
A) handling requests & b) making requests & c) reinforcing behavior

8. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired
Ability to control inmate behavior

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

10. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

11. Identify two considerations for giving inmate a reason for your response & to include...
A) positive & b) negative & c) neutral
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 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

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

13. Identify steps involved in making requests & to include...
Open up communications with inmate rather than shutting it off
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) take appropriate action
Reflect a person's prejudice and attitude

14. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) handling requests & b) making requests & c) reinforcing behavior
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

15. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

16. Define 'controlling behavior' as...
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

17. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) responding & b) asking questions
Active involvement in most activities
Reflect a person's prejudice and attitude

18. Identify one primary components of observing & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how
Look carefully

19. List various basic feeling words & to include...
Reflect a person's prejudice and attitude
A) position & b) observe & c) posture & d) listen
A) happy & b) angry & c) confused & d) sad & e) scared
A) content & b) feeling & c) feeling and meaning

20. Explain clues that can be used to develop inferences & to include...
A) check things out & b) take appropriate action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) volume & b) emotion & c) pitch
A) feeling cues & b) relationships & c) energy levels & d) values

21. Define 'posturing' as...
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
Holding your body in such a way to show strength & confidence & interest and control
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

22. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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) 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

23. Define 'responding to content' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Look carefully

24. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Active involvement in most activities
A) low & b) moderate & c) high
The ability to capture in words the specific feelings being presented by inmate

26. Define 'responding to feeling' as...
Selecting the best way to make requests
The ability to capture in words the specific feelings being presented by inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action

27. Identify steps in responding to feeling & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and intensity & b) respond to feeling
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use the 5WH method & b) reflect on answers and recycle

28. Identify steps in listening & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

29. Explain clues that can be used to develop inferences & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) feeling cues & b) relationships & c) energy levels & d) values
Refer the inmate to a counselor or other specialist at the facility
A) behavior & b) appearance & c) environment

30. Identify steps in listening & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to capture in words the specific feelings being presented by inmate
Ability to control inmate behavior

31. Identify components of good posturing & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired

32. Define ' direct request format' as...
Identifying the behavior/action desired
A) volume & b) emotion & c) pitch
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

33. Identify one major element of positioning & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and reason & b) respond to feeling and meaning
Keeping a safe distance

34. Identify the purpose of communication & to include...
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
A) positive & b) negative & c) neutral
A) check things out & b) take appropriate action

35. Identify two considerations 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
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 polite request & using 'please' or 'would appreciate'

36. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
Refer the inmate to a counselor or other specialist at the facility

37. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Ability to control inmate behavior
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
A) responding & b) asking questions

38. Explain 'sizing up a situation as...
A) inform & b) persuade & c) entertain & d) indicate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

39. Define 'posturing' as...
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
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired

40. Identify several things an officer might look for when first coming on shift & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) position & b) observe & c) posture & d) listen

41. Define 'softening a request' as...
A) handling requests & b) making requests & c) reinforcing behavior
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
Ability to control inmate behavior

42. Identify two primary components of observing & to include...
A) volume & b) emotion & c) pitch
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

43. Identify the levels of responding & to include...
A) positive & b) negative & c) neutral
A) content & b) feeling & c) feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

44. Identify the 'add-on' skills in interpersonal communication & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) low & b) moderate & c) high
A) responding & b) asking questions
A) low & b) moderate & c) high

45. Identify the steps in handling request & to include...
Selecting the best way to make requests
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason

46. Explain 'sizing up a situation as...
Identifying the behavior/action desired
A) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) content & b) feeling & c) feeling and meaning

47. Identify the elements of reinforcing behavior as...
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) feeling cues & b) relationships & c) energy levels & d) values
A) responding & b) asking questions

48. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

49. Define ' direct request format' as...
Identifying the behavior/action desired
Reflect a person's prejudice and attitude
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Gathering information quickly and accurately regarding What is occurring in the surroundings

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