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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 the techniques used in asking questions & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) volume & b) emotion & c) pitch
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)

2. Identify one primary components of observing & to include...
Look carefully
A) reflect on feeling and reason & b) respond to feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

3. Identify the 'add-on' skills in interpersonal communication & to include...
Open up communications with inmate rather than shutting it off
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

4. Identify one consideration for giving inmate a reason for your response & to include...
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
A) feeling cues & b) relationships & c) energy levels & d) values
A) check things out & b) take appropriate action

5. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

6. 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
A) volume & b) emotion & c) pitch
A) where he/she lives & b) where he/she works & c) where he/she learns
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

7. Identify steps in responding to feeling and meaning & to include...
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
Keeping a safe distance
A) positive & b) negative & c) neutral

8. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Refer the inmate to a counselor or other specialist at the facility

9. Two skills an officer needs for effective interpersonal communications...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) ability to size up the situation & b) ability to communicate well with inmates
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Transmission and receipt of a message to effect some kind of action

10. Identify techniques to use in taking action & to include...
A) low & b) moderate & c) high
A) position & b) observe & c) posture & d) listen
A) ability to size up the situation & b) ability to communicate well with inmates
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

12. Define ' direct request format' as...
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
Identifying the behavior/action desired
A) responding & b) asking questions

13. Define 'reinforcing behavior' as...
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
A) ability to size up the situation & b) ability to communicate well with inmates
A) low & b) moderate & c) high

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

15. Identify steps involved in making requests & to include...
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
A) check things out & b) take appropriate action
Active involvement in most activities

16. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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) who & b) what & c) why & d) where & e) when & f) how

17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) low & b) moderate & c) high
Active involvement in most activities
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

18. List various basic feeling words & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared

19. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
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
A) inform & b) persuade & c) entertain & d) indicate action

20. 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...
Keeping a safe distance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

21. Identify various necessary elements in checking things out & to include...
Look carefully
Reflect a person's prejudice and attitude
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

22. 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
Taken very seriously
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) __________'

23. Define 'reinforcing behavior' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

24. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Look carefully
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) give a response and reason

25. Define 'taking action' as...
A polite request & using 'please' or 'would appreciate'
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) behavior & b) appearance & c) environment
Selecting the best way to make requests

26. 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)
Keeping a safe distance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Active involvement in most activities

27. Define 'controlling behavior' as...
A) check things out & b) give a response and reason
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

28. Identify steps of responding to content & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on What was seen and heard & b) use a responding format
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) feeling cues & b) relationships & c) energy levels & d) values

29. Identify the techniques used in asking questions & to include...
A polite request & using 'please' or 'would appreciate'
A) use the 5WH method & b) reflect on answers and recycle
Reflect a person's prejudice and attitude
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

30. Identify the purpose of communication & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action
Taken very seriously

31. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) positive & b) negative & c) neutral

32. Define 'responding to content' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

33. Identify one major element of positioning & 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
Keeping a safe distance
A) positive & b) negative & c) neutral

34. Identify the components of the 5WH method as asking...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) who & b) what & c) why & d) where & e) when & f) how
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

35. Identify steps of responding to content & to include...
A) behavior & b) appearance & c) environment
A) check things out & b) give a response and reason
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format

36. Define 'softening a request' 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) happy & b) angry & c) confused & d) sad & e) scared
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

37. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) feeling cues & b) relationships & c) energy levels & d) values
A) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared

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

39. Explain 'sizing up a situation as...
A) position & b) observe & c) posture & d) listen
Gathering information quickly and accurately regarding What is occurring in the surroundings
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
Refer the inmate to a counselor or other specialist at the facility

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) volume & b) emotion & c) pitch

41. Identify steps involved in making requests & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) handling requests & b) making requests & c) reinforcing behavior
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) take appropriate action

42. Identify two primary components of observing & to include...
Ability to control inmate behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) happy & b) angry & c) confused & d) sad & e) scared

43. Identify the steps in handling request & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) check things out & b) give a response and reason
A) content & b) feeling & c) feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'

44. Identify one major element of positioning & to include...
Keeping a safe distance
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

45. Identify components of good posturing & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The ability to capture in words the specific feelings being presented by inmate

46. Identify steps in responding to feeling & to include...
A) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

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

48. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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
Ability to control inmate behavior

49. Identify the categories of relationships and feelings as...
A) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) positive & b) negative & c) neutral

50. Define ' direct request format' as...
Ability to control inmate behavior
A) volume & b) emotion & c) pitch
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