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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 primary components of observing & to include...
Look carefully
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) give a response and reason
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

2. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on What was seen and heard & b) use a responding format
A) 'You're saying ________' & b) 'You look (or it looks) __________'

3. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) position & b) observe & c) posture & d) listen
Selecting the best way to make requests
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

4. Identify two considerations for giving inmate a reason for your response & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) low & b) moderate & c) high
Transmission and receipt of a message to effect some kind of 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

5. Identify the 'add-on' skills in interpersonal communication & 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) responding & b) asking questions

6. Identify two considerations for giving inmate a reason for your response & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) responding & b) asking questions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

7. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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)
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired
A) ability to size up the situation & b) ability to communicate well with inmates

8. Explain clues that can be used to develop inferences & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use the 5WH method & b) reflect on answers and recycle
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of action

9. Explain that nonverbal communication can...

10. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) who & b) what & c) why & d) where & e) when & f) how

11. Define ' direct request format' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Identifying the behavior/action desired
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

12. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) handling requests & b) making requests & c) reinforcing behavior

13. Identify various questions to be asked in reflecting & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

14. Identify components of good posturing & to include...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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

16. Define 'taking action' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Holding your body in such a way to show strength & confidence & interest and control
A) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests

17. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle

18. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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)
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

20. Identify the techniques used in asking questions & to include...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

21. List various basic feeling words & 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
A) happy & b) angry & c) confused & d) sad & e) scared
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

22. Define 'posturing' as...
A) volume & b) emotion & c) pitch
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
Keeping a safe distance
Holding your body in such a way to show strength & confidence & interest and control

23. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and intensity & b) respond to feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) check things out & b) give a response and reason

24. Identify the levels of responding & to include...
Taken very seriously
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities

25. Identify steps in responding to feeling & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and intensity & b) respond to feeling

26. Identify three characteristics of voice Which may be used to determine intensity & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) volume & b) emotion & c) pitch
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to capture in words the specific feelings being presented by inmate

27. Identify one primary components of observing & to include...
Open up communications with inmate rather than shutting it off
Look carefully
A) low & b) moderate & c) high
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

28. Define 'interpersonal communication' as...
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
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen
A) inform & b) persuade & c) entertain & d) indicate action

29. Identify steps in listening & to include...
A) position & b) observe & c) posture & d) listen
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format

30. Identify the purpose of communication & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) inform & b) persuade & c) entertain & d) indicate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

31. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) happy & b) angry & c) confused & d) sad & e) scared
A) use the 5WH method & b) reflect on answers and recycle
A) positive & b) negative & c) neutral

32. Identify several things an officer might look for when first coming on shift & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the 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)

34. Identify the techniques used in asking questions & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests

35. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) reflect on feeling and reason & b) respond to feeling and meaning
Identifying the behavior/action desired
Taken very seriously

36. Identify the steps in handling request & to include...
Identifying the behavior/action desired
A) check things out & b) give a response and reason
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

37. Define 'interpersonal communication' as...
Ability to control inmate behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen

38. Identify that inferences are more likely to be...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Keeping a safe distance
A) low & b) moderate & c) high
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

39. Define 'softening a request' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

40. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude
Selecting the best way to make requests
Ability to control inmate behavior

41. Identify the three basic environments of every individual & 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) where he/she lives & b) where he/she works & c) where he/she learns
Look carefully
A) who & b) what & c) why & d) where & e) when & f) how

42. Define 'taking action' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
A) where he/she lives & b) where he/she works & c) where he/she learns

43. Identify the major categories of energy levels and describe their respective characteristics as...
Holding your body in such a way to show strength & confidence & interest and control
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) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'

44. Identify aspects considered during the initial stage of observing & to include...
Refer the inmate to a counselor or other specialist at the facility
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) behavior & b) appearance & c) environment
Ability to control inmate behavior

45. Identify steps of responding to content & to include...
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
A) reflect on What was seen and heard & b) use a responding format
A) happy & b) angry & c) confused & d) sad & e) scared

46. Identify the levels of responding & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) inform & b) persuade & c) entertain & d) indicate action
A) content & b) feeling & c) feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns

47. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate action

48. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Refer the inmate to a counselor or other specialist at the facility

49. Identify the categories of relationships and feelings as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) positive & b) negative & c) neutral

50. Identify the 'add-on' skills in interpersonal communication & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Reflect a person's prejudice and attitude
A) responding & b) asking questions
Look carefully