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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 one consideration for giving inmate a reason for your response & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
A) check things out & b) take appropriate action

2. Identify the purpose of communication & to include...
A) check things out & b) give a response and reason
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) inform & b) persuade & c) entertain & d) indicate action

3. Identify various questions to be asked in reflecting & 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) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reflect on What was seen and heard & b) use a responding format
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
A) reflect on feeling and reason & b) respond to feeling and meaning

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

6. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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
Ability to control inmate behavior
Selecting the best way to make requests

7. Define 'responding to content' as...
A) feeling cues & b) relationships & c) energy levels & d) values
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) low & b) moderate & c) high
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

8. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

9. Identify steps of responding to content & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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
A) reflect on What was seen and heard & b) use a responding format

10. Explain that the statement 'human actions determine human reactions' means...
A polite request & using 'please' or 'would appreciate'
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Open up communications with inmate rather than shutting it off
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) positive & b) negative & c) neutral
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
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

12. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously
A) responding & b) asking questions

13. Define 'responding to content' as...
A) volume & b) emotion & c) pitch
A) where he/she lives & b) where he/she works & c) where he/she learns
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on What was seen and heard & b) use a responding format

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

15. Two skills an officer needs for effective interpersonal communications...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

16. Define 'taking action' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Selecting the best way to make requests
A) behavior & b) appearance & c) environment
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

17. Define 'softening a request' as...
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
A) feeling cues & b) relationships & c) energy levels & d) values
A) 'You're saying ________' & b) 'You look (or it looks) __________'

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

19. Define 'responding to feeling' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

20. List various basic feeling words & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously

21. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Identifying the behavior/action desired
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) positive & b) negative & c) neutral

22. 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
Ability to control inmate behavior
A) who & b) what & c) why & d) where & e) when & f) how
A) responding & b) asking questions

23. Identify steps in listening & to include...
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
Keeping a safe distance
Active involvement in most activities

24. Define 'posturing' as...
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
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities

25. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
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
A) inform & b) persuade & c) entertain & d) indicate action

26. Identify one primary components of observing & to include...
Look carefully
Ability to control inmate behavior
A) inform & b) persuade & c) entertain & d) indicate action
Keeping a safe distance

27. Define 'interpersonal communication' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Open up communications with inmate rather than shutting it off
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Active involvement in most activities

29. Identify the techniques used in asking questions & to include...
A) reflect on What was seen and heard & b) use a responding format
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

30. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

31. Identify the techniques used in asking questions & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use the 5WH method & b) reflect on answers and recycle
A) ability to size up the situation & b) ability to communicate well with inmates
A) happy & b) angry & c) confused & d) sad & e) scared

32. Identify aspects considered during the initial stage of observing & 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) 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
A) where he/she lives & b) where he/she works & c) where he/she learns

33. Identify the elements of reinforcing behavior as...
Keeping a safe distance
Reflect a person's prejudice and attitude
A) happy & b) angry & c) confused & d) sad & e) scared
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

35. Identify techniques to use in taking action & to include...
Refer the inmate to a counselor or other specialist at the facility
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

36. Identify techniques to use in taking action & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

37. Identify the steps in handling request & to include...
A) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) give a response and reason

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A polite request & using 'please' or 'would appreciate'
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)
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

39. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Refer the inmate to a counselor or other specialist at the facility
A) positive & b) negative & c) neutral
Open up communications with inmate rather than shutting it off

40. Define 'softening a request' as...
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)
Holding your body in such a way to show strength & confidence & interest and control
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) ability to size up the situation & b) ability to communicate well with inmates

41. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

42. 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) responding & b) asking questions
A) reflect on feeling and reason & b) respond to feeling and meaning
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

43. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
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
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 one major element of positioning & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Keeping a safe distance
Identifying the behavior/action desired

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

46. Identify one primary components of observing & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Look carefully
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reflect on feeling and intensity & b) respond to feeling

47. Identify three major elements of positioning & to include...
A) responding & b) asking questions
A) inform & b) persuade & c) entertain & d) indicate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to capture in words the specific feelings being presented by inmate

48. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) who & b) what & c) why & d) where & e) when & f) how
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)
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

49. 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
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
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)

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Gathering information quickly and accurately regarding What is occurring in the surroundings
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Refer the inmate to a counselor or other specialist at the facility
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)