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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 steps involved in making requests & to include...
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
A) check things out & b) take appropriate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

2. Identify the categories of relationships and feelings as...
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) positive & b) negative & c) neutral
A) where he/she lives & b) where he/she works & c) where he/she learns

3. Identify three major elements of positioning & to include...
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) volume & b) emotion & c) pitch

4. Identify one major element of positioning & to include...
Keeping a safe distance
Identifying the behavior/action desired
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

5. Identify two primary components of observing & to include...
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
A) low & b) moderate & c) high
Transmission and receipt of a message to effect some kind of action

6. Explain that questions are used in addition to the basic skills and responding techniques to...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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
Open up communications with inmate rather than shutting it off

7. Define 'softening a request' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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
Active involvement in most activities

8. Define 'reinforcing behavior' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) behavior & b) appearance & c) environment
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

9. Define ' direct request format' as...
Identifying the behavior/action desired
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

10. Two skills an officer needs for effective interpersonal communications...
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
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning

11. 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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

12. Define 'softening a request' as...
A) low & b) moderate & c) high
A polite request & using 'please' or 'would appreciate'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) position & b) observe & c) posture & d) listen

13. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously
A) 'You're saying ________' & b) 'You look (or it looks) __________'

14. Identify the components of the 5WH method as asking...
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch
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

15. Identify the major categories of energy levels and describe their respective characteristics as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

16. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Open up communications with inmate rather than shutting it off
A) who & b) what & c) why & d) where & e) when & f) how
A) use the 5WH method & b) reflect on answers and recycle

17. Identify various necessary elements in checking things out & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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 ability to capture in words the specific feelings being presented by inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

18. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) low & b) moderate & c) high
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) reflect on feeling and reason & b) respond to feeling and meaning

19. Identify three major elements of positioning & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on feeling and intensity & b) respond to feeling
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

20. Identify the techniques used in asking questions & to include...
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
A) use the 5WH method & b) reflect on answers and recycle
Look carefully

21. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Gathering information quickly and accurately regarding What is occurring in the surroundings
Refer the inmate to a counselor or other specialist at the facility
A) who & b) what & c) why & d) where & e) when & f) how

22. Identify the steps involved in 'sizing up a situation &' to include...
Selecting the best way to make requests
A) use the 5WH method & b) reflect on answers and recycle
A) position & b) observe & c) posture & d) listen
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

23. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

24. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) who & b) what & c) why & d) where & e) when & f) how
A) happy & b) angry & c) confused & d) sad & e) scared
Holding your body in such a way to show strength & confidence & interest and control

25. Identify the levels of responding & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

26. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and intensity & b) respond to feeling

27. Identify the 'add-on' skills in interpersonal communication & to include...
A) behavior & b) appearance & c) environment
Taken very seriously
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) inform & b) persuade & c) entertain & d) indicate action
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)

29. Identify the steps in handling request & to include...
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
A) check things out & b) give a response and reason
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)

30. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests

31. Identify one primary components of observing & to include...
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates

32. Identify the categories of relationships and feelings as...
A) who & b) what & c) why & d) where & e) when & f) how
A) positive & b) negative & c) neutral
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to capture in words the specific feelings being presented by inmate

33. Identify the steps involved in 'sizing up a situation &' to include...
Selecting the best way to make requests
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) position & b) observe & c) posture & d) listen

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) check things out & b) give a response and reason
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

35. List the application skills used in controlling behavior as...
A) check things out & b) give a response and reason
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) handling requests & b) making requests & c) reinforcing behavior
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

36. Define 'responding to content' as...
Active involvement in most activities
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

37. Identify three characteristics of voice Which may be used to determine intensity & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) feeling cues & b) relationships & c) energy levels & d) values

38. Define 'responding to content' as...
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

39. Identify one consideration for giving inmate a reason for your response & 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) check things out & b) take appropriate action
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
Selecting the best way to make requests

40. Define ' direct request format' as...
Look carefully
The ability to capture in words the specific feelings being presented by inmate
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns

41. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format
Taken very seriously

42. Explain clues that can be used to develop inferences & 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) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values
A) use the 5WH method & b) reflect on answers and recycle

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

44. Identify aspects considered during the initial stage of observing & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
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

45. Identify the levels of responding & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully
A) content & b) feeling & c) feeling and meaning

46. 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
A polite request & using 'please' or 'would appreciate'
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Active involvement in most activities

47. Identify two primary components 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) reflect on What was seen and heard & b) use a responding format
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Holding your body in such a way to show strength & confidence & interest and control

48. Define 'reinforcing behavior' as...
Look carefully
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) where he/she lives & b) where he/she works & c) where he/she learns

49. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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) __________'

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