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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. 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) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral

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

3. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Keeping a safe distance
A) ability to size up the situation & b) ability to communicate well with inmates
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

4. Identify steps of responding to content & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format
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

5. Identify components of good posturing & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) inform & b) persuade & c) entertain & d) indicate action
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

6. Identify two primary components of observing & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) content & b) feeling & c) feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

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

8. Identify the steps in handling request & to include...
A) check things out & b) take appropriate action
A) check things out & b) give a response and reason
Open up communications with inmate rather than shutting it off
A) reflect on What was seen and heard & b) use a responding format

9. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
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

10. Define 'responding to content' as...
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
Holding your body in such a way to show strength & confidence & interest and control
A) behavior & b) appearance & c) environment

11. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

12. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

13. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
Active involvement in most activities
A) responding & b) asking questions

15. 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) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values

16. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Taken very seriously

17. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
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) 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 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...
Taken very seriously
Holding your body in such a way to show strength & confidence & interest and control
The ability to capture in words the specific feelings being presented by inmate
The ability to capture in words the specific feelings being presented by inmate

19. Identify the categories of relationships and feelings as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) positive & b) negative & c) neutral
Keeping a safe distance

20. Identify several things an officer might look for when first coming on shift & to include...
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
The ability to capture in words the specific feelings being presented by inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

21. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Look carefully
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

22. List various basic feeling words & to include...
Active involvement in most activities
Look carefully
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) happy & b) angry & c) confused & d) sad & e) scared

23. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
A) volume & b) emotion & c) pitch
Holding your body in such a way to show strength & confidence & interest and control

24. Define 'posturing' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control

25. Define 'posturing' as...
Active involvement in most activities
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on feeling and reason & b) respond to feeling and meaning

26. List the application skills used in controlling behavior as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) handling requests & b) making requests & c) reinforcing behavior
Refer the inmate to a counselor or other specialist at the facility
Holding your body in such a way to show strength & confidence & interest and control

27. 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
A) low & b) moderate & c) high
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

28. 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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

29. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Holding your body in such a way to show strength & confidence & interest and control
A) inform & b) persuade & c) entertain & d) indicate action
Keeping a safe distance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

30. Identify one major element of positioning & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) content & b) feeling & c) feeling and meaning
Keeping a safe distance

31. Identify steps involved in making requests & to include...
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
Look carefully
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

32. Explain that questions are used in addition to the basic skills and responding techniques to...
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)
Open up communications with inmate rather than shutting it off
A) 'You're saying ________' & b) 'You look (or it looks) __________'

33. Identify three major elements of positioning & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Active involvement in most activities
Identifying the behavior/action desired

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

35. Identify the categories of relationships and feelings as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously
Active involvement in most activities
A) positive & b) negative & c) neutral

36. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Ability to control inmate behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

37. Identify the three basic environments of every individual & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to capture in words the specific feelings being presented by inmate
A) where he/she lives & b) where he/she works & c) where he/she learns

38. Explain clues that can be used to develop inferences & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and intensity & b) respond to feeling

39. Identify the 'add-on' skills in interpersonal communication & to include...
A) positive & b) negative & c) neutral
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

40. Identify steps in responding to feeling & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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 intensity & b) respond to feeling
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

41. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason
A) reflect on feeling and intensity & b) respond to feeling

42. 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)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

43. Identify that inferences are more likely to be...
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

44. Identify that inferences are more likely to be...
A) position & b) observe & c) posture & d) listen
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) ability to size up the situation & b) ability to communicate well with inmates
A) handling requests & b) making requests & c) reinforcing behavior

45. Identify the purpose of communication & to include...
A) behavior & b) appearance & c) environment
A) inform & b) persuade & c) entertain & d) indicate action
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior

46. 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) inform & b) persuade & c) entertain & d) indicate action
Taken very seriously
A) content & b) feeling & c) feeling and meaning
The ability to capture in words the specific feelings being presented by inmate

47. Identify the three basic environments of every individual & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) where he/she lives & b) where he/she works & c) where he/she learns
A) check things out & b) take appropriate action
Identifying the behavior/action desired

48. Identify techniques to use in taking action & to include...
Taken very seriously
A) low & b) moderate & c) high
A polite request & using 'please' or 'would appreciate'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

49. Explain 'sizing up a situation as...
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and reason & b) respond to feeling and meaning

50. 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
Taken very seriously
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning