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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 two considerations for giving inmate a reason for your response & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

2. 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) inform & b) persuade & c) entertain & d) indicate action
Look carefully
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

3. Identify the steps in handling request & to include...
Ability to control inmate behavior
Active involvement in most activities
A) check things out & b) give a response and reason
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

4. Define ' direct request format' as...
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) take appropriate action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Identifying the behavior/action desired

5. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

6. Define 'reinforcing behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Ability to control inmate behavior
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

7. Define 'softening a request' as...
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior
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

8. Identify the techniques used in asking questions & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off
Open up communications with inmate rather than shutting it off

9. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Reflect a person's prejudice and attitude

10. 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) 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
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

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

12. Identify that inferences are more likely to be...
A) responding & b) asking questions
A) check things out & b) take appropriate action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

13. Identify two considerations for giving inmate a reason for your response & to include...
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
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

14. Identify one primary components of observing & to include...
A) use the 5WH method & b) reflect on answers and recycle
Look carefully
A) where he/she lives & b) where he/she works & c) where he/she learns
Open up communications with inmate rather than shutting it off

15. 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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Look carefully
Gathering information quickly and accurately regarding What is occurring in the surroundings

16. Identify the purpose of communication & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Open up communications with inmate rather than shutting it off
A) responding & b) asking questions
A) inform & b) persuade & c) entertain & d) indicate action

17. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
A) happy & b) angry & c) confused & d) sad & e) scared

18. Define 'responding to content' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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
Holding your body in such a way to show strength & confidence & interest and control

19. Explain clues that can be used to develop inferences & to include...
A) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) take appropriate action

20. Explain that nonverbal communication can...

21. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) positive & b) negative & c) neutral
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)

22. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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) check things out & b) give a response and reason

23. Identify the levels of responding & 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 reason & b) respond to feeling and meaning
A) content & b) feeling & c) feeling and meaning
A) positive & b) negative & c) neutral

24. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) happy & b) angry & c) confused & d) sad & e) scared
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

25. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Keeping a safe distance

26. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Active involvement in most activities
Ability to control inmate behavior
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) check things out & b) take appropriate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) handling requests & b) making requests & c) reinforcing behavior

29. Identify the components of the 5WH method as asking...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Transmission and receipt of a message to effect some kind of action
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)

30. Identify various questions to be asked in reflecting & 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on feeling and intensity & b) respond to feeling

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

32. Explain that questions are used in addition to the basic skills and responding techniques to...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Open up communications with inmate rather than shutting it off
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling

33. Identify steps of responding to content & to include...
A) content & b) feeling & c) feeling and meaning
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
A) where he/she lives & b) where he/she works & c) where he/she learns

34. Identify two primary components of observing & to include...
The ability to capture in words the specific feelings being presented by inmate
Selecting the best way to make requests
A) low & b) moderate & c) high
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

35. Identify the major categories of energy levels and describe their respective characteristics 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) low & b) moderate & c) high
A) who & b) what & c) why & d) where & e) when & f) how

36. Identify the steps involved in 'sizing up a situation &' to include...
A) content & b) feeling & c) feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling

37. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) inform & b) persuade & c) entertain & d) indicate action
A) behavior & b) appearance & c) environment
Active involvement in most activities

38. Identify steps of responding to content & to include...
Reflect a person's prejudice and attitude
A) positive & b) negative & c) neutral
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format

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

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

41. Identify three characteristics of voice Which may be used to determine intensity & to include...
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
A) use the 5WH method & b) reflect on answers and recycle

42. Identify steps in listening & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Open up communications with inmate rather than shutting it off
A) reflect on What was seen and heard & b) use a responding format

43. Identify components of good posturing & 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) handling requests & b) making requests & c) reinforcing behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

44. Identify various necessary elements in checking things out & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on What was seen and heard & b) use a responding format
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

45. 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
Selecting the best way to make requests
A) behavior & b) appearance & c) environment
Active involvement in most activities

46. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Ability to control inmate behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

47. Define 'interpersonal communication' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action

48. Define 'taking action' as...
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
A) responding & b) asking questions
Selecting the best way to make requests

49. Two skills an officer needs for effective interpersonal communications...
A) check things out & b) take appropriate action
A) ability to size up the situation & b) ability to communicate well with inmates
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

50. Identify techniques to use in taking action & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Look carefully
A) reflect on feeling and intensity & b) respond to feeling