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 techniques to use in taking action & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


2. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Open up communications with inmate rather than shutting it off
A) who & b) what & c) why & d) where & e) when & f) how
A) ability to size up the situation & b) ability to communicate well with inmates


3. Identify steps involved in making requests & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


4. Identify the components of the 5WH method as asking...
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) who & b) what & c) why & d) where & e) when & f) how


5. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Selecting the best way to make requests
Identifying the behavior/action desired
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


6. Define ' direct request format' 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Identifying the behavior/action desired


7. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) positive & b) negative & c) neutral
Ability to control inmate behavior
Transmission and receipt of a message to effect some kind of action


8. Identify two primary components of observing & to include...
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously


9. Define 'controlling behavior' as...
A) reflect on feeling and intensity & b) respond to feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate


10. Explain that questions are used in addition to the basic skills and responding techniques to...
A) position & b) observe & c) posture & d) listen
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off


11. Define 'interpersonal communication' as...
A) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


12. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Active involvement in most 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


13. Explain clues that can be used to develop inferences & to include...
Keeping a safe distance
A) feeling cues & b) relationships & c) energy levels & d) values
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior


14. Identify components of good posturing & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
The ability to capture in words the specific feelings being presented by inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities


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

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16. 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Holding your body in such a way to show strength & confidence & interest and control
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


17. Identify the techniques used in asking questions & to include...
Active involvement in most activities
A) use the 5WH method & b) reflect on answers and recycle
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling


18. Identify steps in responding to feeling & to include...
Look carefully
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
A) reflect on feeling and intensity & b) respond to feeling


19. Identify two considerations for giving inmate a reason for your response & 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Reflect a person's prejudice and attitude
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


20. 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) 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
A) behavior & b) appearance & c) environment


21. Identify the elements of reinforcing behavior as...
A) position & b) observe & c) posture & d) listen
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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


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

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23. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) inform & b) persuade & c) entertain & d) indicate 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
A) volume & b) emotion & c) pitch
A) ability to size up the situation & b) ability to communicate well with inmates


24. Identify the major categories of energy levels and describe their respective characteristics as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
A) behavior & b) appearance & c) environment


25. 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
Open up communications with inmate rather than shutting it off
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) feeling cues & b) relationships & c) energy levels & d) values


26. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings
Holding your body in such a way to show strength & confidence & interest and control


27. Identify steps involved in making requests & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior


28. Explain that nonverbal communication can...

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29. Identify the 'add-on' skills in interpersonal communication & to include...
Look carefully
A) low & b) moderate & c) high
A) responding & b) asking questions
Holding your body in such a way to show strength & confidence & interest and control


30. Define 'softening a request' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


31. List the application skills used in controlling behavior as...
Reflect a person's prejudice and attitude
A) handling requests & b) making requests & c) reinforcing behavior
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


32. Identify various necessary elements in checking things out & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) check things out & b) give a response and reason


33. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) who & b) what & c) why & d) where & e) when & f) how
A) happy & b) angry & c) confused & d) sad & e) scared
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


34. Define 'interpersonal communication' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action


35. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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 polite request & using 'please' or 'would appreciate'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


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

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37. Two skills an officer needs for effective interpersonal communications...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The ability to capture in words the specific feelings being presented by inmate
A) ability to size up the situation & b) ability to communicate well with inmates
Gathering information quickly and accurately regarding What is occurring in the surroundings


38. Identify various questions to be asked in reflecting & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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


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


40. 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
A) responding & b) asking questions
A) who & b) what & c) why & d) where & e) when & f) how
A) ability to size up the situation & b) ability to communicate well with inmates


41. Identify one major element of positioning & to include...
Keeping a safe distance
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) ability to size up the situation & b) ability to communicate well with inmates
A) inform & b) persuade & c) entertain & d) indicate action


42. 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Look carefully
A polite request & using 'please' or 'would appreciate'


43. Identify three major elements of positioning & to include...
A) use the 5WH method & b) reflect on answers and recycle
Taken very seriously
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


44. List the application skills used in controlling behavior as...
Ability to control inmate behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


45. Identify steps in responding to feeling and meaning & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and reason & b) respond to feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral


46. Identify two primary components of observing & to include...
A polite request & using 'please' or 'would appreciate'
A) where he/she lives & b) where he/she works & c) where he/she learns
A) inform & b) persuade & c) entertain & d) indicate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


47. Identify steps in listening & to include...
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
A) ability to size up the situation & b) ability to communicate well with inmates
Transmission and receipt of a message to effect some kind of action


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

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49. 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) handling requests & b) making requests & c) reinforcing behavior
Ability to control inmate behavior
Active involvement in most activities


50. Two skills an officer needs for effective interpersonal communications...
Selecting the best way to make requests
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) ability to size up the situation & b) ability to communicate well with inmates
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort