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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 one major element of positioning & to include...
Keeping a safe distance
A) ability to size up the situation & b) ability to communicate well with inmates
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Refer the inmate to a counselor or other specialist at the facility

2. Identify the techniques used in asking questions & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use the 5WH method & b) reflect on answers and recycle

3. Define 'responding to feeling' as...
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)
The ability to capture in words the specific feelings being presented by inmate
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and reason & b) respond to feeling and meaning

4. Identify steps involved in making requests & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) check things out & b) take appropriate action
A) where he/she lives & b) where he/she works & c) where he/she learns

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

6. Explain that questions are used in addition to the basic skills and responding techniques to...
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior
Open up communications with inmate rather than shutting it off
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

7. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Refer the inmate to a counselor or other specialist at the facility
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

8. Explain that the statement 'human actions determine human reactions' means...
Refer the inmate to a counselor or other specialist at the facility
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
Taken very seriously

9. Define ' direct request format' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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
Identifying the behavior/action desired

10. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) content & b) feeling & c) feeling and meaning

11. Identify steps in responding to feeling and meaning & to include...
Identifying the behavior/action desired
A) reflect on What was seen and heard & b) use a responding format
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) position & b) observe & c) posture & d) listen
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) volume & b) emotion & c) pitch
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)

13. Identify various necessary elements in checking things out & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings

14. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

15. Define 'softening a request' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

16. Identify the steps in handling request & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason
A) check things out & b) take appropriate action

17. Explain clues that can be used to develop inferences & to include...
A) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values
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 polite request & using 'please' or 'would appreciate'

18. Identify the steps in handling request & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) give a response and reason
Reflect a person's prejudice and attitude

19. Identify the elements of reinforcing behavior as...
A) who & b) what & c) why & d) where & e) when & f) how
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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. Identify components of good posturing & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

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

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

23. 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) give a response and reason

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

25. 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
Selecting the best way to make requests
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Look carefully

26. Identify steps in responding to feeling & to include...
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) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
A) reflect on feeling and intensity & b) respond to feeling

27. Explain that questions are used in addition to the basic skills and responding techniques to...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
Open up communications with inmate rather than shutting it off

28. Identify one major element of positioning & to include...
Keeping a safe distance
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

29. Define 'controlling behavior' as...
The ability to capture in words the specific feelings being presented by inmate
Transmission and receipt of a message to effect some kind of action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'

30. 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
Refer the inmate to a counselor or other specialist at the facility
Reflect a person's prejudice and attitude
A polite request & using 'please' or 'would appreciate'

31. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired
A) check things out & b) give a response and reason

32. Define 'taking action' as...
Ability to control inmate behavior
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

33. Identify techniques to use in taking action & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) content & b) feeling & c) feeling and meaning

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) responding & b) asking questions
Active involvement in most activities
A) use the 5WH method & b) reflect on answers and recycle
A) volume & b) emotion & c) pitch

35. Define 'interpersonal communication' as...
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Transmission and receipt of a message to effect some kind of action
A) volume & b) emotion & c) pitch

36. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests
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

37. Define 'reinforcing behavior' 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Keeping a safe distance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

38. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
The ability to capture in words the specific feelings being presented by inmate

39. Explain clues that can be used to develop inferences & to include...
Selecting the best way to make requests
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) feeling cues & b) relationships & c) energy levels & d) values
A polite request & using 'please' or 'would appreciate'

40. Identify the levels of responding & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Identifying the behavior/action desired
A) happy & b) angry & c) confused & d) sad & e) scared
A) content & b) feeling & c) feeling and meaning

41. Identify one primary components of observing & to include...
Look carefully
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Holding your body in such a way to show strength & confidence & interest and control
A) low & b) moderate & c) high

42. Identify steps in listening & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

43. Identify one consideration for giving inmate a reason for your response & to include...
A) low & b) moderate & c) high
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 basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

44. 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...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) positive & b) negative & c) neutral
Taken very seriously
Refer the inmate to a counselor or other specialist at the facility

45. Define 'responding to content' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) responding & b) asking questions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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...
Taken very seriously
A) use the 5WH method & b) reflect on answers and recycle
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

47. Define 'interpersonal communication' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Transmission and receipt of a message to effect some kind of action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) content & b) feeling & c) feeling and meaning

48. Define ' direct request format' as...
Identifying the behavior/action desired
Keeping a safe distance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

49. Identify the levels of responding & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) where he/she lives & b) where he/she works & c) where he/she learns
A) where he/she lives & b) where he/she works & c) where he/she learns
A) content & b) feeling & c) feeling and meaning

50. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) inform & b) persuade & c) entertain & d) indicate action
Ability to control inmate behavior
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling