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 three characteristics of voice Which may be used to determine intensity & to include...
Keeping a safe distance
Ability to control inmate behavior
A) volume & b) emotion & c) pitch
A) low & b) moderate & c) high


2. Explain clues that can be used to develop inferences & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) feeling cues & b) relationships & c) energy levels & d) values
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


3. Define 'posturing' as...
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns
Gathering information quickly and accurately regarding What is occurring in the surroundings


4. Identify techniques to use in taking action & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) take appropriate action


5. Define 'softening a request' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Open up communications with inmate rather than shutting it off
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) responding & b) asking questions


6. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Refer the inmate to a counselor or other specialist at the facility
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


7. Identify the purpose of communication & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A polite request & using 'please' or 'would appreciate'
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) inform & b) persuade & c) entertain & d) indicate action


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

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9. 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) position & b) observe & c) posture & d) listen
Taken very seriously
A) who & b) what & c) why & d) where & e) when & f) how
Transmission and receipt of a message to effect some kind of action


10. Identify the techniques used in asking questions & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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 the 5WH method & b) reflect on answers and recycle
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


11. Define 'responding to feeling' as...
Refer the inmate to a counselor or other specialist at the facility
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior
The ability to capture in words the specific feelings being presented by inmate


12. Explain that the statement 'human actions determine human reactions' means...
A) ability to size up the situation & b) ability to communicate well with inmates
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) positive & b) negative & c) neutral
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


13. Identify several things an officer might look for when first coming on shift & to include...
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
Active involvement in most activities
Transmission and receipt of a message to effect some kind of action


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

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15. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) who & b) what & c) why & d) where & e) when & f) how


16. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Selecting the best way to make requests
A) responding & b) asking questions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


17. Identify various necessary elements in checking things out & to include...
A) check things out & b) give a response and reason
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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


18. Identify the 'add-on' skills in interpersonal communication & to include...
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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


19. 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)
Reflect a person's prejudice and attitude
A) reflect on feeling and reason & b) respond to feeling and meaning
Open up communications with inmate rather than shutting it off


20. Identify one major element of positioning & to include...
Keeping a safe distance
Active involvement in most activities
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared


21. Identify steps of responding to content & to include...
Transmission and receipt of a message to effect some kind of action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on What was seen and heard & b) use a responding format
The ability to capture in words the specific feelings being presented by inmate


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

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23. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
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
A) content & b) feeling & c) feeling and meaning


24. Identify one primary components of observing & to include...
A) volume & b) emotion & c) pitch
A) responding & b) asking questions
A) reflect on What was seen and heard & b) use a responding format
Look carefully


25. Define 'posturing' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities
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)


26. Define 'taking action' as...
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 polite request & using 'please' or 'would appreciate'
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


27. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) ability to size up the situation & b) ability to communicate well with inmates
A) happy & b) angry & c) confused & d) sad & e) scared
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


28. Identify steps of responding to content & to include...
Refer the inmate to a counselor or other specialist at the facility
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) who & b) what & c) why & d) where & e) when & f) how
A) reflect on What was seen and heard & b) use a responding format


29. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Keeping a safe distance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


30. Define ' direct request format' 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
A) position & b) observe & c) posture & d) listen
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


31. 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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) low & b) moderate & c) high
A) position & b) observe & c) posture & d) listen


32. Identify the elements of reinforcing behavior as...
A) feeling cues & b) relationships & c) energy levels & d) values
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


33. Identify two primary components of observing & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) who & b) what & c) why & d) where & e) when & f) how


34. Explain that nonverbal communication can...

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35. Identify the levels of responding & to include...
Selecting the best way to make requests
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) content & b) feeling & c) feeling and meaning
Reflect a person's prejudice and attitude


36. Identify the purpose of communication & to include...
A) check things out & b) take appropriate action
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
A) inform & b) persuade & c) entertain & d) indicate action


37. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) responding & b) asking questions
Keeping a safe distance
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


38. Identify one primary components of observing & to include...
Refer the inmate to a counselor or other specialist at the facility
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Look carefully
A) check things out & b) give a response and reason


39. Identify steps in listening & to include...
Open up communications with inmate rather than shutting it off
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
Selecting the best way to make requests


40. Explain 'sizing up a situation as...
A) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Reflect a person's prejudice and attitude


41. List various basic feeling words & to include...
Refer the inmate to a counselor or other specialist at the facility
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral
A) happy & b) angry & c) confused & d) sad & e) scared


42. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch
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)


43. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) inform & b) persuade & c) entertain & d) indicate action


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

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45. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Selecting the best way to make requests
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) happy & b) angry & c) confused & d) sad & e) scared


46. Identify various questions to be asked in reflecting & 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Look carefully
A) inform & b) persuade & c) entertain & d) indicate action


47. List various basic feeling words & to include...
Refer the inmate to a counselor or other specialist at the facility
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) give a response and reason
A) position & b) observe & c) posture & d) listen


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


49. Identify the steps involved in 'sizing up a situation &' to include...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions


50. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch
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