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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 various questions to be asked in reflecting & to include...
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

2. Identify the three basic environments of every individual & 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

3. Define 'responding to content' 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
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

4. Identify steps of responding to content & to include...
Holding your body in such a way to show strength & confidence & interest and control
Selecting the best way to make requests
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format

5. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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)

6. Define 'responding to feeling' as...
A) behavior & b) appearance & c) environment
The ability to capture in words the specific feelings being presented by inmate
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) 'You're saying ________' & b) 'You look (or it looks) __________'

7. Identify the techniques used in asking questions & to include...
Active involvement in most activities
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values
A) use the 5WH method & b) reflect on answers and recycle

8. Define ' direct request format' 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired

9. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired

10. Identify components of good posturing & to include...
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
Identifying the behavior/action desired
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

11. Identify techniques to use in taking action & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) who & b) what & c) why & d) where & e) when & f) how
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. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Active involvement in most activities
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

14. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) feeling cues & b) relationships & c) energy levels & d) values
Open up communications with inmate rather than shutting it off
A) volume & b) emotion & c) pitch

15. Identify various necessary elements in checking things out & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Selecting the best way to make requests
A) handling requests & b) making requests & c) reinforcing behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

16. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

17. Explain 'sizing up a situation as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) content & b) feeling & c) feeling and meaning
Refer the inmate to a counselor or other specialist at the facility

18. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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 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

19. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) feeling cues & b) relationships & c) energy levels & d) values

20. Identify one major element of positioning & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action

21. Identify the 'add-on' skills in interpersonal communication & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) responding & b) asking questions
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)
Identifying the behavior/action desired

22. Identify steps in listening & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared
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

23. 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Identifying the behavior/action desired

24. Define 'controlling behavior' as...
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
A) behavior & b) appearance & c) environment

25. Identify that inferences are more likely to be...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) handling requests & b) making requests & c) reinforcing behavior
A) ability to size up the situation & b) ability to communicate well with inmates

26. List various basic feeling words & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) happy & b) angry & c) confused & d) sad & e) scared
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully

27. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
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

28. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) give a response and reason
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

29. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
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
Look carefully

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

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31. Identify two considerations for giving inmate a reason for your response & to include...
A) check things out & b) take appropriate action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

32. 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) where he/she lives & b) where he/she works & c) where he/she learns
A) positive & b) negative & c) neutral
A) content & b) feeling & c) feeling and meaning

33. Identify the three basic environments of every individual & to include...
A) position & b) observe & c) posture & d) listen
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

34. Identify components of good posturing & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

35. Identify one primary components of observing & to include...
Look carefully
A) reflect on feeling and reason & b) respond to feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) positive & b) negative & c) neutral

36. Define 'softening a request' as...
Ability to control inmate behavior
A) who & b) what & c) why & d) where & e) when & f) how
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reflect on feeling and reason & b) respond to feeling and meaning

37. Identify several things an officer might look for when first coming on shift & to include...
A) behavior & b) appearance & c) environment
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use the 5WH method & b) reflect on answers and recycle
A) volume & b) emotion & c) pitch

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

39. Identify various necessary elements in checking things out & to include...
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) responding & b) asking questions

40. Identify aspects considered during the initial stage of observing & to include...
Refer the inmate to a counselor or other specialist at the facility
A) happy & b) angry & c) confused & d) sad & e) scared
A) use the 5WH method & b) reflect on answers and recycle
A) behavior & b) appearance & c) environment

41. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
Gathering information quickly and accurately regarding What is occurring in the surroundings
Ability to control inmate behavior
Refer the inmate to a counselor or other specialist at the facility

42. List various basic feeling words & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) position & b) observe & c) posture & d) listen
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

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44. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Keeping a safe distance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) volume & b) emotion & c) pitch
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

45. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility

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

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47. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired

48. Identify three major elements of positioning & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action

49. Identify the purpose of communication & 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) who & b) what & c) why & d) where & e) when & f) how
A) inform & b) persuade & c) entertain & d) indicate action
Identifying the behavior/action desired

50. Identify the techniques used in asking questions & to include...
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests

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Interpersonal Skills

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