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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...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high

2. Two skills an officer needs for effective interpersonal communications...
A) use the 5WH method & b) reflect on answers and recycle
A) handling requests & b) making requests & c) reinforcing behavior
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) ability to size up the situation & b) ability to communicate well with inmates

3. 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) ability to size up the situation & b) ability to communicate well with inmates
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

4. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Active involvement in most activities
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 the steps in handling request & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) give a response and reason
A) reflect on What was seen and heard & b) use a responding format
Selecting the best way to make requests

6. Identify steps of responding to content & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Identifying the behavior/action desired
A) reflect on What was seen and heard & b) use a responding format
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

7. Identify techniques to use in taking action & to include...
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired
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

8. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) use the 5WH method & b) reflect on answers and recycle
A) positive & b) negative & c) neutral
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

9. 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
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) give a response and reason
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

10. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
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)
A) use the 5WH method & b) reflect on answers and recycle

11. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Ability to control inmate behavior
Refer the inmate to a counselor or other specialist at the facility
A) positive & b) negative & c) neutral

12. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

13. Define 'taking action' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Selecting the best way to make requests
A) reflect on feeling and reason & b) respond to feeling and meaning
A polite request & using 'please' or 'would appreciate'

14. Identify components of good posturing & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) responding & b) asking questions
Selecting the best way to make requests
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

15. Define 'responding to feeling' as...
A) check things out & b) take appropriate action
The ability to capture in words the specific feelings being presented by inmate
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)
Taken very seriously

16. Identify one major element of positioning & to include...
A) reflect on feeling and intensity & b) respond to feeling
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
Keeping a safe distance
A polite request & using 'please' or 'would appreciate'

17. Define 'controlling behavior' as...
A) low & b) moderate & c) high
A) responding & b) asking questions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) behavior & b) appearance & c) environment

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

19. 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...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taken very seriously
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior

20. Identify components of good posturing & to include...
Reflect a person's prejudice and attitude
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Identifying the behavior/action desired

21. Define ' direct request format' as...
A) use the 5WH method & b) reflect on answers and recycle
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
Selecting the best way to make requests
Identifying the behavior/action desired

22. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) position & b) observe & c) posture & d) listen

23. Identify that inferences are more likely to be...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Ability to control inmate behavior

24. Define 'softening a request' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

25. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) check things out & b) take appropriate action
Selecting the best way to make requests
A) inform & b) persuade & c) entertain & d) indicate action

26. Identify the categories of relationships and feelings as...
A) handling requests & b) making requests & c) reinforcing behavior
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities
A) positive & b) negative & c) neutral

27. Identify two primary components of observing & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

28. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values

29. 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) behavior & b) appearance & c) environment

30. Explain clues that can be used to develop inferences & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) inform & b) persuade & c) entertain & d) indicate action
A) use the 5WH method & b) reflect on answers and recycle
A) feeling cues & b) relationships & c) energy levels & d) values

31. 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) responding & b) asking questions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities

32. Identify techniques to use in taking action & to include...
A) low & b) moderate & c) high
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A polite request & using 'please' or 'would appreciate'

33. Identify the components of the 5WH method as asking...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) who & b) what & c) why & d) where & e) when & f) how
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Selecting the best way to make requests

34. 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
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

35. Explain that questions are used in addition to the basic skills and responding techniques to...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Open up communications with inmate rather than shutting it off
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

36. Define 'taking action' as...
Selecting the best way to make requests
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and reason & b) respond to feeling and meaning

37. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired
Refer the inmate to a counselor or other specialist at the facility

38. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
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) ability to size up the situation & b) ability to communicate well with inmates

39. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control

40. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) position & b) observe & c) posture & d) listen
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

41. Two skills an officer needs for effective interpersonal communications...
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and reason & b) respond to feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates
A) position & b) observe & c) posture & d) listen

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) inform & b) persuade & c) entertain & d) indicate action
Active involvement in most activities
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

43. Identify one primary components of observing & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Refer the inmate to a counselor or other specialist at the facility
Look carefully
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

44. Identify the steps involved in 'sizing up a situation &' to include...
A) low & b) moderate & c) high
Open up communications with inmate rather than shutting it off
A) responding & b) asking questions
A) position & b) observe & c) posture & d) listen

45. Identify steps in listening & to include...
A) responding & b) asking questions
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

46. Identify the major categories of energy levels and describe their respective characteristics as...
Ability to control inmate behavior
A) positive & b) negative & c) neutral
A) low & b) moderate & c) high
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

47. Define 'reinforcing behavior' as...
Reflect a person's prejudice and attitude
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
Refer the inmate to a counselor or other specialist at the facility

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

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

50. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn