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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...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

2. Identify the steps in handling request & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

3. Identify one consideration for giving inmate a reason for your response & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) behavior & b) appearance & c) environment

4. Identify steps in listening & to include...
Transmission and receipt of a message to effect some kind of action
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
A) reflect on feeling and reason & b) respond to feeling and meaning

5. Identify the techniques used in asking questions & to include...
Ability to control inmate behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle

6. Explain that the statement 'human actions determine human reactions' means...
Identifying the behavior/action desired
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) feeling cues & b) relationships & c) energy levels & d) values
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

7. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Holding your body in such a way to show strength & confidence & interest and control
A) who & b) what & c) why & d) where & e) when & f) how
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

8. Identify several things an officer might look for when first coming on shift & to include...
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

9. List various basic feeling words & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

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

11. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle
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

12. Define 'controlling behavior' as...
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
Transmission and receipt of a message to effect some kind of action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

13. Identify two primary components of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to capture in words the specific feelings being presented by inmate
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how

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) happy & b) angry & c) confused & d) sad & e) scared
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Ability to control inmate behavior

15. Identify the techniques used in asking questions & to include...
A) check things out & b) give a response and reason
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
Keeping a safe distance

16. Identify steps of responding to content & 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on What was seen and heard & b) use a responding format

17. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning

18. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) happy & b) angry & c) confused & d) sad & e) scared
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Gathering information quickly and accurately regarding What is occurring in the surroundings

19. Identify steps involved in making requests & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action

20. Explain that nonverbal communication can...

21. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
The ability to capture in words the specific feelings being presented by inmate
A) position & b) observe & c) posture & d) listen
A) use the 5WH method & b) reflect on answers and recycle
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)

22. 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...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

23. Identify two primary components of observing & to include...
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) responding & b) asking questions
A) 'You're saying ________' & b) 'You look (or it looks) __________'

24. Define 'taking action' 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
Look carefully
Refer the inmate to a counselor or other specialist at the facility
Selecting the best way to make requests

25. Define 'taking action' as...
A) responding & b) asking questions
A) reflect on What was seen and heard & b) use a responding format
Selecting the best way to make requests
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

26. 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)
A) check things out & b) give a response and reason
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) content & b) feeling & c) feeling and meaning

27. List the application skills used in controlling behavior as...
A) reflect on feeling and reason & b) respond to feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) handling requests & b) making requests & c) reinforcing behavior
A) feeling cues & b) relationships & c) energy levels & d) values

28. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

29. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

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

31. Define 'interpersonal communication' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on What was seen and heard & b) use a responding format
Transmission and receipt of a message to effect some kind of action

32. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

33. Define ' direct request format' as...
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

34. 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)
Keeping a safe distance
A) who & b) what & c) why & d) where & e) when & f) how
A) happy & b) angry & c) confused & d) sad & e) scared

35. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
A) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

36. Identify various necessary elements in checking things out & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

37. Identify the components of the 5WH method as asking...
Look carefully
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

38. Define 'posturing' as...
Taken very seriously
A) position & b) observe & c) posture & d) listen
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Holding your body in such a way to show strength & confidence & interest and control

39. Identify steps in listening & to include...
A) reflect on feeling and intensity & b) respond to feeling
The ability to capture in words the specific feelings being presented by inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

40. 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) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taken very seriously

41. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Refer the inmate to a counselor or other specialist at the facility
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format

42. Define 'interpersonal communication' as...
A) check things out & b) take appropriate action
A) volume & b) emotion & c) pitch
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns

43. Identify aspects considered during the initial stage of observing & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment

44. Identify one primary components of observing & to include...
Look carefully
A) check things out & b) take appropriate action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) inform & b) persuade & c) entertain & d) indicate action

45. Explain clues that can be used to develop inferences & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) feeling cues & b) relationships & c) energy levels & d) values
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

46. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Ability to control inmate behavior

47. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) position & b) observe & c) posture & d) listen
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reflect on What was seen and heard & b) use a responding format

48. Define 'posturing' 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
Holding your body in such a way to show strength & confidence & interest and control
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

49. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling
A) responding & b) asking questions
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

50. Explain that nonverbal communication can...