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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 the three basic environments of every individual & to include...
Keeping a safe distance
A) check things out & b) take appropriate action
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns

2. Identify the levels of responding & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Selecting the best way to make requests
A) content & b) feeling & c) feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates

3. Identify three major elements of positioning & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

4. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) feeling cues & b) relationships & c) energy levels & d) values
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

5. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taken very seriously
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

6. Define 'taking action' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) who & b) what & c) why & d) where & e) when & f) how
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Selecting the best way to make requests

7. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
Holding your body in such a way to show strength & confidence & interest and control
Ability to control inmate behavior
A) reflect on feeling and reason & b) respond to feeling and meaning

8. Identify three major elements of positioning & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

9. Identify steps involved in making requests & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) check things out & b) take appropriate action

10. Identify the three basic environments of every individual & to include...
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action
A) use the 5WH method & b) reflect on answers and recycle
A) where he/she lives & b) where he/she works & c) where he/she learns

11. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns
Selecting the best way to make requests
A) happy & b) angry & c) confused & d) sad & e) scared

12. Identify techniques to use in taking action & 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) happy & b) angry & c) confused & d) sad & e) scared
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

13. List the application skills used in controlling behavior as...
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
A) who & b) what & c) why & d) where & e) when & f) how
Reflect a person's prejudice and attitude

14. Identify the techniques used in asking questions & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how

15. Two skills an officer needs for effective interpersonal communications...
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
Identifying the behavior/action desired
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) give a response and reason

16. 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) low & b) moderate & c) high

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

18. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) inform & b) persuade & c) entertain & d) indicate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Identifying the behavior/action desired

19. Identify one major element of positioning & to include...
Reflect a person's prejudice and attitude
A) who & b) what & c) why & d) where & e) when & f) how
Keeping a safe distance
A) behavior & b) appearance & c) environment

20. Identify the components of the 5WH method as asking...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) who & b) what & c) why & d) where & e) when & f) how
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

21. Identify aspects considered during the initial stage 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) behavior & b) appearance & c) environment
Holding your body in such a way to show strength & confidence & interest and control
A) 'You're saying ________' & b) 'You look (or it looks) __________'

22. Define 'posturing' as...
A polite request & using 'please' or 'would appreciate'
A) where he/she lives & b) where he/she works & c) where he/she learns
A) behavior & b) appearance & c) environment
Holding your body in such a way to show strength & confidence & interest and control

23. Define ' direct request format' as...
Taken very seriously
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)
Ability to control inmate behavior
Identifying the behavior/action desired

24. Identify steps in listening & 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
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

25. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on What was seen and heard & b) use a responding format

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Active involvement in most activities
A) who & b) what & c) why & d) where & e) when & f) how

27. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Refer the inmate to a counselor or other specialist at the facility
Look carefully

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

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29. Identify the major categories of energy levels and describe their respective characteristics as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) low & b) moderate & c) high

30. Identify the components of the 5WH method as asking...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude

31. Identify two primary components of observing & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use the 5WH method & b) reflect on answers and recycle
A) feeling cues & b) relationships & c) energy levels & d) values

32. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Reflect a person's prejudice and attitude
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

33. Explain that the statement 'human actions determine human reactions' means...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Open up communications with inmate rather than shutting it off

34. Define 'softening a request' as...
A) position & b) observe & c) posture & d) listen
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) inform & b) persuade & c) entertain & d) indicate action
Transmission and receipt of a message to effect some kind of action

35. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Keeping a safe distance
A) low & b) moderate & c) high
Look carefully

36. 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) 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

37. Identify one major element of positioning & to include...
Holding your body in such a way to show strength & confidence & interest and control
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Keeping a safe distance
Taken very seriously

38. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
Open up communications with inmate rather than shutting it off
A) reflect on feeling and reason & b) respond to feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

39. Explain that nonverbal communication can...

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40. Identify the categories of relationships and feelings as...
A polite request & using 'please' or 'would appreciate'
A) positive & b) negative & c) neutral
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

41. Identify several things an officer might look for when first coming on shift & 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) positive & b) negative & c) neutral
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

42. Explain that questions are used in addition to the basic skills and responding techniques to...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Open up communications with inmate rather than shutting it off
The ability to capture in words the specific feelings being presented by inmate

43. Define 'controlling behavior' as...
A) use the 5WH method & b) reflect on answers and recycle
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Identifying the behavior/action desired
Gathering information quickly and accurately regarding What is occurring in the surroundings

44. Identify various necessary elements in checking things out & to include...
Ability to control inmate behavior
A polite request & using 'please' or 'would appreciate'
A) who & b) what & c) why & d) where & e) when & f) how
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

45. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) behavior & b) appearance & c) environment
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities

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...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and intensity & b) respond to feeling
Taken very seriously
A) positive & b) negative & c) neutral

47. 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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Gathering information quickly and accurately regarding What is occurring in the surroundings
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

48. 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) responding & b) asking questions
Keeping a safe distance
A) behavior & b) appearance & c) environment

49. 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 polite request & using 'please' or 'would appreciate'
A) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests

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

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