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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 techniques used in asking questions & to include...
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) position & b) observe & c) posture & d) listen
A) 'You're saying ________' & b) 'You look (or it looks) __________'

2. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) who & b) what & c) why & d) where & e) when & f) how
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

3. Identify aspects considered during the initial stage of observing & to include...
A polite request & using 'please' or 'would appreciate'
A) inform & b) persuade & c) entertain & d) indicate action
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

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

5. Identify steps in responding to feeling & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) take appropriate action

6. 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
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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and reason & b) respond to feeling and meaning

7. Identify the 'add-on' skills in interpersonal communication & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) responding & b) asking questions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Selecting the best way to make requests

8. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Ability to control inmate behavior
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

9. Define 'responding to feeling' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to capture in words the specific feelings being presented by inmate
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and reason & b) respond to feeling and meaning

10. Define 'taking action' as...
Selecting the best way to make requests
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A polite request & using 'please' or 'would appreciate'
Keeping a safe distance

11. Identify steps in responding to feeling and meaning & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and reason & b) respond to feeling and meaning
Open up communications with inmate rather than shutting it off
A) where he/she lives & b) where he/she works & c) where he/she learns

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...
Refer the inmate to a counselor or other specialist at the facility
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taken very seriously
A) responding & b) asking questions

13. Identify the steps involved in 'sizing up a situation &' to include...
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
Selecting the best way to make requests
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

14. Define ' direct request format' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Look carefully
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Identifying the behavior/action desired

15. Two skills an officer needs for effective interpersonal communications...
Ability to control inmate behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully

16. Identify three major elements of positioning & to include...
Reflect a person's prejudice and attitude
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Active involvement in most activities

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

18. Define 'posturing' as...
Keeping a safe distance
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
A) responding & b) asking questions

19. Define 'softening a request' as...
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
Look carefully
A) position & b) observe & c) posture & d) listen

20. Identify one primary components of observing & to include...
Look carefully
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) positive & b) negative & c) neutral
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

21. Two skills an officer needs for effective interpersonal communications...
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) ability to size up the situation & b) ability to communicate well with inmates
A) feeling cues & b) relationships & c) energy levels & d) values

22. Define 'softening a request' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
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) inform & b) persuade & c) entertain & d) indicate action

23. Identify the steps involved in 'sizing up a situation &' to include...
Identifying the behavior/action desired
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
A) position & b) observe & c) posture & d) listen

24. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior

25. Identify three major elements of positioning & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) position & b) observe & c) posture & d) listen

26. List various basic feeling words & 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
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)

27. 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
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
Transmission and receipt of a message to effect some kind of action

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) volume & b) emotion & c) pitch
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

29. Identify one primary components of observing & to include...
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
Reflect a person's prejudice and attitude
Look carefully

30. Identify various necessary elements in checking things out & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Transmission and receipt of a message to effect some kind of 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
A) happy & b) angry & c) confused & d) sad & e) scared

31. Identify various questions to be asked in reflecting & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Holding your body in such a way to show strength & confidence & interest and control
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

32. Explain that the statement 'human actions determine human reactions' means...
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

33. Identify two primary components of observing & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Identifying the behavior/action desired
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

34. Identify components of good posturing & 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) 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

35. Identify steps in listening & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) happy & b) angry & c) confused & d) sad & e) scared
A) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action

36. Define 'interpersonal communication' as...
A) use the 5WH method & b) reflect on answers and recycle
Transmission and receipt of a message to effect some kind of action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and reason & b) respond to feeling and meaning

37. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Gathering information quickly and accurately regarding What is occurring in the surroundings

38. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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) responding & b) asking questions
A) happy & b) angry & c) confused & d) sad & e) scared
Refer the inmate to a counselor or other specialist at the facility

39. Define 'responding to content' as...
Open up communications with inmate rather than shutting it off
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taken very seriously
A) check things out & b) take appropriate action

40. Identify various necessary elements in checking things out & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Reflect a person's prejudice and attitude
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

41. Identify components of good posturing & to include...
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

42. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen
A) happy & b) angry & c) confused & d) sad & e) scared
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

43. Explain clues that can be used to develop inferences & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) feeling cues & b) relationships & c) energy levels & d) values
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Open up communications with inmate rather than shutting it off

44. Identify two considerations for giving inmate a reason for your response & to include...
A) low & b) moderate & c) high
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

45. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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) 'You're saying ________' & b) 'You look (or it looks) __________'

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

47. Define 'interpersonal communication' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen
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

48. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Ability to control inmate behavior
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action

49. Explain clues that can be used to develop inferences & to include...
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to capture in words the specific feelings being presented by inmate
A) feeling cues & b) relationships & c) energy levels & d) values

50. Identify the purpose of communication & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A polite request & using 'please' or 'would appreciate'
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values