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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 'interpersonal communication' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously
Transmission and receipt of a message to effect some kind of action

2. 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...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
Taken very seriously

3. Identify steps in responding to feeling and meaning & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and reason & b) respond to feeling and meaning

4. 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) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) position & b) observe & c) posture & d) listen

5. Two skills an officer needs for effective interpersonal communications...
Open up communications with inmate rather than shutting it off
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates

6. Identify three characteristics of voice Which may be used to determine intensity & to include...
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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) feeling cues & b) relationships & c) energy levels & d) values

7. Identify the three basic environments of every individual & to include...
Reflect a person's prejudice and attitude
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) where he/she lives & b) where he/she works & c) where he/she learns
A) use the 5WH method & b) reflect on answers and recycle

8. Identify one major element of positioning & to include...
Keeping a safe distance
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
Selecting the best way to make requests

9. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
Ability to control inmate behavior

10. Two skills an officer needs for effective interpersonal communications...
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

11. Identify one major element of positioning & to include...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Keeping a safe distance

12. Define 'responding to content' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) handling requests & b) making requests & c) reinforcing behavior

13. Explain that questions are used in addition to the basic skills and responding techniques to...
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how
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
Open up communications with inmate rather than shutting it off

14. Identify the three basic environments of every individual & to include...
A) positive & b) negative & c) neutral
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior

15. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns

16. Define 'reinforcing behavior' 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) low & b) moderate & c) high
A) positive & b) negative & c) neutral
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) positive & b) negative & c) neutral
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) responding & b) asking questions

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

19. 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
The ability to capture in words the specific feelings being presented by inmate
Active involvement in most activities
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

20. Identify various questions to be asked in reflecting & to include...
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
A) reflect on What was seen and heard & b) use a responding format
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

21. Define ' direct request format' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) low & b) moderate & c) high
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired

22. Identify the categories of relationships and feelings as...
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) positive & b) negative & c) neutral
A) responding & b) asking questions

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

24. 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
A) positive & b) negative & c) neutral
Taken very seriously
A polite request & using 'please' or 'would appreciate'

25. 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
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral

26. Identify steps of responding to content & to include...
A) check things out & b) give a response and reason
Open up communications with inmate rather than shutting it off
A) reflect on What was seen and heard & b) use a responding format
A) content & b) feeling & c) feeling and meaning

27. Identify aspects considered during the initial stage of observing & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) positive & b) negative & c) neutral
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) behavior & b) appearance & c) environment

28. 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) low & b) moderate & c) high
A) who & b) what & c) why & d) where & e) when & f) how
Refer the inmate to a counselor or other specialist at the facility

29. Explain that nonverbal communication can...

30. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Ability to control inmate behavior

31. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Refer the inmate to a counselor or other specialist at the facility
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

32. Identify the 'add-on' skills in interpersonal communication & 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
A) position & b) observe & c) posture & d) listen
A) use the 5WH method & b) reflect on answers and recycle
A) responding & b) asking questions

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

34. Identify two primary components of observing & to include...
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
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

35. Define 'softening a request' as...
A) check things out & b) give a response and reason
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Ability to control inmate behavior
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

36. Identify steps in listening & to include...
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

37. Identify two primary components of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

38. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) low & b) moderate & c) high
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) give a response and reason

39. Explain 'sizing up a situation as...
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests

40. Identify steps in listening & 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) 'You're saying ________' & b) 'You look (or it looks) __________'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

41. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) feeling cues & b) relationships & c) energy levels & d) values
Reflect a person's prejudice and attitude
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

42. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) content & b) feeling & c) feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
A) happy & b) angry & c) confused & d) sad & e) scared

43. Define 'softening a request' as...
A) volume & b) emotion & c) pitch
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

44. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
A) inform & b) persuade & c) entertain & d) indicate action

45. Explain clues that can be used to develop inferences & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) who & b) what & c) why & d) where & e) when & f) how
A) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values

46. Identify the elements of reinforcing behavior as...
A) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and reason & b) respond to feeling and meaning
A) positive & b) negative & c) neutral

47. Define 'controlling behavior' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Holding your body in such a way to show strength & confidence & interest and control
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

48. Identify the levels of responding & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) who & b) what & c) why & d) where & e) when & f) how
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling

49. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning
A polite request & using 'please' or 'would appreciate'

50. Identify steps in responding to feeling & to include...
A) position & b) observe & c) posture & d) listen
A) who & b) what & c) why & d) where & e) when & f) how
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling