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 the levels of responding & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) content & b) feeling & c) feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
Open up communications with inmate rather than shutting it off


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...
A) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously


3. 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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities


4. Identify steps in listening & to include...
Transmission and receipt of a message to effect some kind of action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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


5. List various basic feeling words & to include...
Keeping a safe distance
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


6. Explain that the statement 'human actions determine human reactions' means...
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) where he/she lives & b) where he/she works & c) where he/she learns


7. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
The ability to capture in words the specific feelings being presented by inmate
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


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


9. Identify several things an officer might look for when first coming on shift & to include...
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior


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


11. Explain that nonverbal communication can...


12. Identify aspects considered during the initial stage of observing & to include...
Taken very seriously
A) behavior & b) appearance & c) environment
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility


13. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Ability to control inmate behavior
The ability to capture in words the specific feelings being presented by inmate
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)


14. Identify the major categories of energy levels and describe their respective characteristics as...
A) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) low & b) moderate & c) high


15. Define 'posturing' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the 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
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and intensity & b) respond to feeling


16. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Transmission and receipt of a message to effect some kind of action
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings


17. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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


18. Identify one primary components of observing & to include...
Look carefully
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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


19. Identify aspects considered during the initial stage of observing & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


20. 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
A) behavior & b) appearance & c) environment
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


21. Explain that nonverbal communication can...


22. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) behavior & b) appearance & c) environment
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


23. Identify steps in listening & to include...
Active involvement in most activities
Identifying the behavior/action desired
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


24. Identify steps in responding to feeling and meaning & to include...
Keeping a safe distance
A) use the 5WH method & b) reflect on answers and recycle
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


25. Define 'responding to feeling' as...
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Keeping a safe distance


26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared
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


27. Identify techniques to use in taking action & to include...
A) low & b) moderate & c) high
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) take appropriate action


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


29. Explain 'sizing up a situation as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
Open up communications with inmate rather than shutting it off
Taken very seriously


30. Two skills an officer needs for effective interpersonal communications...
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) 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
Open up communications with inmate rather than shutting it off


31. Identify various necessary elements in checking things out & 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) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Transmission and receipt of a message to effect some kind of action


32. Identify two considerations for giving inmate a reason for your response & to include...
Taken very seriously
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


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


34. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) low & b) moderate & c) high
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Identifying the behavior/action desired


35. Identify steps involved in making requests & to include...
A) position & b) observe & c) posture & d) listen
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) check things out & b) take appropriate action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


36. Define 'responding to feeling' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to capture in words the specific feelings being presented by inmate
A) handling requests & b) making requests & c) reinforcing behavior
A polite request & using 'please' or 'would appreciate'


37. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Refer the inmate to a counselor or other specialist at the facility
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


38. Identify steps in responding to feeling & to include...
A) behavior & b) appearance & c) environment
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
Holding your body in such a way to show strength & confidence & interest and control


39. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values


40. Define 'softening a request' as...
Active involvement in most activities
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


41. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) happy & b) angry & c) confused & d) sad & e) scared
Transmission and receipt of a message to effect some kind of action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


42. Identify one consideration for giving inmate a reason for your response & to include...
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
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


43. Identify three major elements of positioning & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) inform & b) persuade & c) entertain & d) indicate action
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


44. Explain that questions are used in addition to the basic skills and responding techniques to...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) reflect on feeling and reason & b) respond to feeling and meaning
Open up communications with inmate rather than shutting it off


45. Identify three major elements of positioning & to include...
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)
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings


46. Define 'responding to content' as...
Selecting the best way to make requests
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on What was seen and heard & b) use a responding format


47. List various basic feeling words & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to capture in words the specific feelings being presented by inmate
A) happy & b) angry & c) confused & d) sad & e) scared
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


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


49. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Active involvement in most activities
A) low & b) moderate & c) high


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