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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. 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...
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taken very seriously
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

2. Identify the major categories of energy levels and describe their respective characteristics as...
Keeping a safe distance
A) low & b) moderate & c) high
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Holding your body in such a way to show strength & confidence & interest and control

3. 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
Look carefully
A) position & b) observe & c) posture & d) listen

4. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Reflect a person's prejudice and attitude
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

5. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Identifying the behavior/action desired
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) position & b) observe & c) posture & d) listen

6. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Look carefully
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

7. Identify one primary components of observing & to include...
Look carefully
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) give a response and reason

8. Identify steps in responding to feeling & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling
A polite request & using 'please' or 'would appreciate'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

9. Explain that the statement 'human actions determine human reactions' means...
A) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Look carefully

10. Identify the purpose of communication & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) inform & b) persuade & c) entertain & d) indicate action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

11. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Active involvement in most activities
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

12. Identify three characteristics of voice Which may be used to determine intensity & to include...
A polite request & using 'please' or 'would appreciate'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off

13. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) volume & b) emotion & c) pitch
Active involvement in most activities
A) low & b) moderate & c) high

14. Define 'responding to feeling' as...
Identifying the behavior/action desired
A) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate
Active involvement in most activities

15. 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
The ability to capture in words the specific feelings being presented by inmate
A) low & b) moderate & c) high
A) content & b) feeling & c) feeling and meaning

16. Identify various questions to be asked in reflecting & to include...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A polite request & using 'please' or 'would appreciate'

17. Identify one primary components of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully
A) reflect on feeling and reason & b) respond to feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values

18. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) where he/she lives & b) where he/she works & c) where he/she learns
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

19. Identify various necessary elements in checking things out & to include...
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) reflect on What was seen and heard & b) use a responding format
A) behavior & b) appearance & c) environment

20. Identify the components of the 5WH method as asking...
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
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) who & b) what & c) why & d) where & e) when & f) how

21. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format

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

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

24. Identify several things an officer might look for when first coming on shift & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to capture in words the specific feelings being presented by inmate
A) inform & b) persuade & c) entertain & d) indicate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

25. Identify the components of the 5WH method as asking...
A) reflect on What was seen and heard & b) use a responding format
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) who & b) what & c) why & d) where & e) when & f) how

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

27. Identify the levels of responding & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) responding & b) asking questions
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) inform & b) persuade & c) entertain & d) indicate action
Identifying the behavior/action desired

29. Define 'responding to content' as...
Keeping a safe distance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) responding & b) asking questions
A) handling requests & b) making requests & c) reinforcing behavior

30. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Active involvement in most activities
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

31. Identify components of good posturing & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

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

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

34. Identify that inferences are more likely to be...
A) reflect on What was seen and heard & b) use a responding format
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

35. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Ability to control inmate behavior

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

37. Two skills an officer needs for effective interpersonal communications...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) ability to size up the situation & b) ability to communicate well with inmates
A) volume & b) emotion & c) pitch
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

38. Define 'interpersonal communication' as...
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) positive & b) negative & c) neutral
Transmission and receipt of a message to effect some kind of action

39. Identify steps in listening & to include...
Identifying the behavior/action desired
A) check things out & b) give a response and reason
Holding your body in such a way to show strength & confidence & interest and control
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

40. 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
Selecting the best way to make requests
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

41. Identify the three basic environments of every individual & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Keeping a safe distance
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and intensity & b) respond to feeling

42. Explain 'sizing up a situation as...
A) reflect on What was seen and heard & b) use a responding format
A) low & b) moderate & c) high
A) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings

43. Identify three major elements of positioning & to include...
Identifying the behavior/action desired
Active involvement in most activities
A) behavior & b) appearance & c) environment
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

44. Identify steps in listening & to include...
A) low & b) moderate & c) high
Refer the inmate to a counselor or other specialist at the facility
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reflect on feeling and reason & b) respond to feeling and meaning

45. Define 'reinforcing behavior' as...
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

46. Identify several things an officer might look for when first coming on shift & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) low & b) moderate & c) high

47. List various basic feeling words & to include...
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) handling requests & b) making requests & c) reinforcing behavior

48. Identify the 'add-on' skills in interpersonal communication & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) responding & b) asking questions
Identifying the behavior/action desired
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

49. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Taken very seriously
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 reason & b) respond to feeling and meaning

50. Explain that questions are used in addition to the basic skills and responding techniques to...
A) content & b) feeling & c) feeling and meaning
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
Gathering information quickly and accurately regarding What is occurring in the surroundings