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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 nonverbal communication can...

2. Define ' direct request format' as...
The ability to capture in words the specific feelings being presented by inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch
Identifying the behavior/action desired

3. Identify one major element of positioning & to include...
A) low & b) moderate & c) high
Keeping a safe distance
A) inform & b) persuade & c) entertain & d) indicate action
A) content & b) feeling & c) feeling and meaning

4. Identify two primary components of observing & to include...
Identifying the behavior/action desired
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

5. Define 'reinforcing behavior' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) responding & b) asking questions
A) who & b) what & c) why & d) where & e) when & f) how
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

6. Identify steps of responding to content & to include...
Taken very seriously
A) use the 5WH method & b) reflect on answers and recycle
A) reflect on What was seen and heard & b) use a responding format
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

7. List the application skills used in controlling behavior as...
Look carefully
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
A) handling requests & b) making requests & c) reinforcing behavior

8. 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) responding & b) asking questions
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) happy & b) angry & c) confused & d) sad & e) scared

9. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'

10. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

11. Identify three characteristics of voice Which may be used to determine intensity & to include...
Open up communications with inmate rather than shutting it off
A) volume & b) emotion & c) pitch
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

12. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) ability to size up the situation & b) ability to communicate well with inmates
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

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

14. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully
A) responding & b) asking questions
A polite request & using 'please' or 'would appreciate'

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

16. 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

17. Identify techniques to use in taking action & 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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

18. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Taken very seriously
A) who & b) what & c) why & d) where & e) when & f) how
A) inform & b) persuade & c) entertain & d) indicate action

19. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) handling requests & b) making requests & c) reinforcing behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Look carefully
Selecting the best way to make requests

20. Identify the categories of relationships and feelings as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility
A) volume & b) emotion & c) pitch

21. Define 'interpersonal communication' as...
A) who & b) what & c) why & d) where & e) when & f) how
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Transmission and receipt of a message to effect some kind of action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

22. Identify steps involved in making requests & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) take appropriate 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) responding & b) asking questions

23. Identify the steps involved in 'sizing up a situation &' to include...
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) position & b) observe & c) posture & d) listen

24. 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...
A polite request & using 'please' or 'would appreciate'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously

25. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action
A) content & b) feeling & c) feeling and meaning

26. Explain clues that can be used to develop inferences & to include...
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
Ability to control inmate behavior
A) feeling cues & b) relationships & c) energy levels & d) values

27. Identify the purpose of communication & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) volume & b) emotion & c) pitch
A) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

28. Identify techniques to use in taking action & to include...
A) behavior & b) appearance & c) environment
A) positive & b) negative & c) neutral
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

29. Define 'responding to content' as...
A) low & b) moderate & c) high
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

30. Identify the steps in handling request & to include...
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral

31. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) low & b) moderate & c) high
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

32. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A polite request & using 'please' or 'would appreciate'
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
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)

34. Identify the elements of reinforcing behavior as...
Taken very seriously
A) positive & b) negative & c) neutral
A) reflect on What was seen and heard & b) use a responding format
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

35. Define 'controlling behavior' as...
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

36. Explain 'sizing up a situation as...
Keeping a safe distance
Holding your body in such a way to show strength & confidence & interest and control
Gathering information quickly and accurately regarding What is occurring in the surroundings
Identifying the behavior/action desired

37. 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...
Look carefully
Taken very seriously
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) inform & b) persuade & c) entertain & d) indicate action

38. Identify one major element of positioning & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Keeping a safe distance
A) happy & b) angry & c) confused & d) sad & e) scared
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

39. Two skills an officer needs for effective interpersonal communications...
Ability to control inmate behavior
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously

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
A polite request & using 'please' or 'would appreciate'
A) happy & b) angry & c) confused & d) sad & e) scared
A) content & b) feeling & c) feeling and meaning

41. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Holding your body in such a way to show strength & confidence & interest and control
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'

42. 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) ability to size up the situation & b) ability to communicate well with inmates
A) happy & b) angry & c) confused & d) sad & e) scared
A) low & b) moderate & c) high

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

44. Explain clues that can be used to develop inferences & to include...
A) check things out & b) give a response and reason
A) volume & b) emotion & c) pitch
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values

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

46. Explain 'sizing up a situation as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning

47. Explain that questions are used in addition to the basic skills and responding techniques to...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Open up communications with inmate rather than shutting it off
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

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

49. Identify two primary components of observing & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

50. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Look carefully
A) who & b) what & c) why & d) where & e) when & f) how
A) 'You're saying ________' & b) 'You look (or it looks) __________'