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 components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taken very seriously
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


2. Identify one major element of positioning & to include...
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
Keeping a safe distance


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

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4. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) use the 5WH method & b) reflect on answers and recycle


5. Identify two considerations for giving inmate a reason for your response & to include...
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
A) position & b) observe & c) posture & d) listen
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


6. Define 'reinforcing behavior' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The ability to capture in words the specific feelings being presented by inmate
A) reflect on What was seen and heard & b) use a responding format
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


7. Identify three major elements of positioning & 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) happy & b) angry & c) confused & d) sad & e) scared
Ability to control inmate behavior


8. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities
Reflect a person's prejudice and attitude
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


9. Identify one primary components of observing & to include...
Open up communications with inmate rather than shutting it off
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Transmission and receipt of a message to effect some kind of action


10. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate action
A) responding & b) asking questions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


11. Define ' direct request format' as...
A) content & b) feeling & c) feeling and meaning
Identifying the behavior/action desired
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


12. 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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) position & b) observe & c) posture & d) listen
A) where he/she lives & b) where he/she works & c) where he/she learns


13. Define 'softening a request' as...
Keeping a safe distance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


14. Identify the 'add-on' skills in interpersonal communication & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions


15. Define 'taking action' as...
Look carefully
A) positive & b) negative & c) neutral
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests


16. Identify the components of the 5WH method as asking...
A) reflect on feeling and reason & b) respond to feeling and meaning
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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


17. Define 'responding to content' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


18. Identify the steps in handling request & to include...
A) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance
A) check things out & b) give a response and reason
Selecting the best way to make requests


19. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Keeping a safe distance
Refer the inmate to a counselor or other specialist at the facility


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...
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) use the 5WH method & b) reflect on answers and recycle
Taken very seriously
Reflect a person's prejudice and attitude


21. 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...
Taken very seriously
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
A) happy & b) angry & c) confused & d) sad & e) scared


22. Identify two primary components of observing & to include...
A) low & b) moderate & c) high
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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


23. Identify components of good posturing & to include...
Identifying the behavior/action desired
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)


24. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
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
Holding your body in such a way to show strength & confidence & interest and control


25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Holding your body in such a way to show strength & confidence & interest and control
Ability to control inmate behavior
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) volume & b) emotion & c) pitch


26. Define 'posturing' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Holding your body in such a way to show strength & confidence & interest and control
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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)


27. 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
Active involvement in most activities
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) positive & b) negative & c) neutral


28. Define 'interpersonal communication' as...
Identifying the behavior/action desired
Look carefully
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Transmission and receipt of a message to effect some kind of action


29. Explain that the statement 'human actions determine human reactions' means...
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


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


31. Define 'reinforcing behavior' as...
Transmission and receipt of a message to effect some kind of action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) behavior & b) appearance & c) environment
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


32. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


33. Identify the purpose of communication & to include...
Refer the inmate to a counselor or other specialist at the facility
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling


34. Explain that nonverbal communication can...

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35. Identify aspects considered during the initial stage of observing & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
A) behavior & b) appearance & c) environment
Keeping a safe distance


36. Identify the categories of relationships and feelings 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) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood


37. Define 'responding to feeling' as...
A) reflect on feeling and intensity & b) respond to feeling
The ability to capture in words the specific feelings being presented by inmate
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) position & b) observe & c) posture & d) listen


38. Identify steps involved in making requests & to include...
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
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


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

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40. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Keeping a safe distance
Active involvement in most activities
Selecting the best way to make requests
Ability to control inmate behavior


41. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Transmission and receipt of a message to effect some kind of action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


42. Identify the 'add-on' skills in interpersonal communication & to include...
Transmission and receipt of a message to effect some kind of action
A) behavior & b) appearance & c) environment
A) responding & b) asking questions
Selecting the best way to make requests


43. Identify steps in responding to feeling & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) give a response and reason
A) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle


44. Identify the major categories of energy levels and describe their respective characteristics as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) low & b) moderate & c) high
A) content & b) feeling & c) feeling and meaning
Keeping a safe distance


45. Explain clues that can be used to develop inferences & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


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

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47. 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'


48. Two skills an officer needs for effective interpersonal communications...
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
The ability to capture in words the specific feelings being presented by inmate
A) ability to size up the situation & b) ability to communicate well with inmates


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

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50. Define 'softening a request' as...
A) low & b) moderate & c) high
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
A) volume & b) emotion & c) pitch