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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 'posturing' as...
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns
Holding your body in such a way to show strength & confidence & interest and control
Ability to control inmate behavior

2. 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
Transmission and receipt of a message to effect some kind of action
Taken very seriously

3. Define 'taking action' as...
Selecting the best way to make requests
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate 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)

4. Identify three major elements of positioning & to include...
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

5. Define 'controlling behavior' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Open up communications with inmate rather than shutting it off
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Selecting the best way to make requests

6. Define 'interpersonal communication' as...
Look carefully
Transmission and receipt of a message to effect some kind of action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

7. Identify steps of responding to content & 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
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

8. Define 'softening a request' as...
Keeping a safe distance
Active involvement in most activities
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

9. Identify that inferences are more likely to be...
A) who & b) what & c) why & d) where & e) when & f) how
Gathering information quickly and accurately regarding What is occurring in the surroundings
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

10. Explain that nonverbal communication can...

11. Identify techniques to use in taking action & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

12. Identify the 'add-on' skills in interpersonal communication & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates

13. Identify steps in responding to feeling & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

14. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
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) low & b) moderate & c) high
A) check things out & b) give a response and reason

15. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) responding & b) asking questions
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taken very seriously

16. Explain that the statement 'human actions determine human reactions' means...
A) handling requests & b) making requests & c) reinforcing behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

18. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

19. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Refer the inmate to a counselor or other specialist at the facility
A) where he/she lives & b) where he/she works & c) where he/she learns
Gathering information quickly and accurately regarding What is occurring in the surroundings

20. Define 'controlling behavior' as...
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) position & b) observe & c) posture & d) listen

21. Define 'posturing' as...
A) reflect on What was seen and heard & b) use a responding format
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control
Ability to control inmate behavior

22. Define ' direct request format' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Identifying the behavior/action desired
A) use the 5WH method & b) reflect on answers and recycle
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

23. Identify various necessary elements in checking things out & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taken very seriously
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

24. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) ability to size up the situation & b) ability to communicate well with inmates
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

25. Identify the techniques used in asking questions & to include...
Holding your body in such a way to show strength & confidence & interest and control
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

26. Identify steps in listening & to include...
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) where he/she lives & b) where he/she works & c) where he/she learns

27. Identify one primary components of observing & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) volume & b) emotion & c) pitch
Look carefully

28. Identify various questions to be asked in reflecting & to include...
Ability to control inmate behavior
A) volume & b) emotion & c) pitch
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Identifying the behavior/action desired

29. Identify steps involved in making requests & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
A) inform & b) persuade & c) entertain & d) indicate action

30. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) where he/she lives & b) where he/she works & c) where he/she learns
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

31. Identify two primary components of observing & 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and reason & b) respond to feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

32. Identify the purpose of communication & to include...
A) behavior & b) appearance & c) environment
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) content & b) feeling & c) feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action

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

34. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle
A) feeling cues & b) relationships & c) energy levels & d) values

35. Identify two considerations 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and intensity & b) respond to feeling

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

37. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

38. Identify the levels of responding & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

39. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Look carefully
A) where he/she lives & b) where he/she works & c) where he/she learns

40. Define ' direct request format' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Identifying the behavior/action desired
A) reflect on feeling and intensity & b) respond to feeling

41. Explain that the statement 'human actions determine human reactions' means...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

42. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Selecting the best way to make requests
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) where he/she lives & b) where he/she works & c) where he/she learns

43. Identify steps in responding to feeling & to include...
Identifying the behavior/action desired
A) low & b) moderate & c) high
A) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle

44. Identify the levels of responding & to include...
Look carefully
Open up communications with inmate rather than shutting it off
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) content & b) feeling & c) feeling and meaning

45. List various basic feeling words & to include...
Transmission and receipt of a message to effect some kind of action
A) happy & b) angry & c) confused & d) sad & e) scared
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) where he/she lives & b) where he/she works & c) where he/she learns

46. Identify steps of responding to content & to include...
Look carefully
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format

47. Identify components of good posturing & to include...
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

48. List the application skills used in controlling behavior as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Keeping a safe distance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) handling requests & b) making requests & c) reinforcing behavior

49. Identify the techniques used in asking questions & 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)
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

50. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment