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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 three characteristics of voice Which may be used to determine intensity & to include...
A) behavior & b) appearance & c) environment
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

3. Identify various necessary elements in checking things out & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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) reflect on What was seen and heard & b) use a responding format
Open up communications with inmate rather than shutting it off

4. Identify the levels of responding & 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) content & b) feeling & c) feeling and meaning
A) behavior & b) appearance & c) environment

5. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
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) who & b) what & c) why & d) where & e) when & f) how

6. 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
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
Holding your body in such a way to show strength & confidence & interest and control

7. Define 'interpersonal communication' as...
A) reflect on What was seen and heard & b) use a responding format
Ability to control inmate behavior
Transmission and receipt of a message to effect some kind of action
A) low & b) moderate & c) high

8. Identify the major categories of energy levels and describe their respective characteristics as...
Holding your body in such a way to show strength & confidence & interest and control
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

9. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
The ability to capture in words the specific feelings being presented by inmate
Look carefully
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Gathering information quickly and accurately regarding What is occurring in the surroundings

10. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) handling requests & b) making requests & c) reinforcing behavior
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities
A) responding & b) asking questions

11. Define 'responding to feeling' as...
Transmission and receipt of a message to effect some kind of action
Look carefully
The ability to capture in words the specific feelings being presented by inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

12. List various basic feeling words & to include...
Transmission and receipt of a message to effect some kind of action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) happy & b) angry & c) confused & d) sad & e) scared
A) responding & b) asking questions

13. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle

14. Identify the three basic environments of every individual & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values

15. Define 'controlling behavior' as...
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
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
A) happy & b) angry & c) confused & d) sad & e) scared

16. Identify the steps involved in 'sizing up a situation &' 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) position & b) observe & c) posture & d) listen
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

17. Explain that nonverbal communication can...

18. Identify aspects considered during the initial stage of observing & to include...
A) reflect on What was seen and heard & b) use a responding format
A) behavior & b) appearance & c) environment
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on What was seen and heard & b) use a responding format

19. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) volume & b) emotion & c) pitch
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 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

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

21. 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) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns

22. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Active involvement in most activities
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
Open up communications with inmate rather than shutting it off

23. Two skills an officer needs for effective interpersonal communications...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) take appropriate action
A) volume & b) emotion & c) pitch
A) ability to size up the situation & b) ability to communicate well with inmates

24. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The ability to capture in words the specific feelings being presented by inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Identifying the behavior/action desired

25. Identify steps in responding to feeling & 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
A) reflect on feeling and intensity & b) respond to feeling
Ability to control inmate behavior
A) check things out & b) take appropriate action

26. Identify steps in listening & 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)
Active involvement in most activities
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

27. Identify the categories of relationships and feelings as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Active involvement in most activities
A) positive & b) negative & c) neutral
Transmission and receipt of a message to effect some kind of action

28. Identify one major element of positioning & to include...
Keeping a safe distance
Ability to control inmate behavior
Taken very seriously
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

29. Identify several things an officer might look for when first coming on shift & to include...
A) positive & b) negative & c) neutral
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

30. Explain that nonverbal communication can...

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

32. 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
Refer the inmate to a counselor or other specialist at the facility
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Reflect a person's prejudice and attitude

33. 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) handling requests & b) making requests & c) reinforcing behavior

34. Identify various necessary elements in checking things out & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

35. Define ' direct request format' as...
Identifying the behavior/action desired
A) feeling cues & b) relationships & c) energy levels & d) values
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) behavior & b) appearance & c) environment

36. 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)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) content & b) feeling & c) feeling and meaning

37. Identify steps of responding to content & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on feeling and reason & b) respond to feeling and meaning

38. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) behavior & b) appearance & c) environment
A) where he/she lives & b) where he/she works & c) where he/she learns

39. Identify techniques to use in taking action & to include...
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A polite request & using 'please' or 'would appreciate'
A) check things out & b) take appropriate action

40. Define 'responding to feeling' as...
A) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions
Taken very seriously

41. Identify three characteristics of voice Which may be used to determine intensity & to include...
Refer the inmate to a counselor or other specialist at the facility
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility

42. Identify the steps in handling request & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) give a response and reason

43. Identify the techniques used in asking questions & to include...
A) content & b) feeling & c) feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control
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

44. 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) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

45. Identify components of good posturing & to include...
Identifying the behavior/action desired
Holding your body in such a way to show strength & confidence & interest and control
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

46. 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) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
Look carefully

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

48. Identify the components of the 5WH method as asking...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) who & b) what & c) why & d) where & e) when & f) how
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

49. Explain 'sizing up a situation as...
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
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) happy & b) angry & c) confused & d) sad & e) scared
A) position & b) observe & c) posture & d) listen
Refer the inmate to a counselor or other specialist at the facility
Look carefully