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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 components of good posturing & to include...
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and intensity & b) respond to feeling
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

2. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) content & b) feeling & c) feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control
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

3. List the application skills used in controlling behavior as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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) behavior & b) appearance & c) environment
A) handling requests & b) making requests & c) reinforcing behavior

4. Identify the major categories of energy levels and describe their respective characteristics as...
A) positive & b) negative & c) neutral
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) low & b) moderate & c) high
Look carefully

5. Identify three major elements of positioning & to include...
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 intensity & b) respond to feeling
A) ability to size up the situation & b) ability to communicate well with inmates
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

6. Define 'responding to content' as...
A) happy & b) angry & c) confused & d) sad & e) scared
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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

7. Identify the categories of relationships and feelings as...
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) give a response and reason
A) positive & b) negative & c) neutral

8. Identify two considerations for giving inmate a reason for your response & to include...
Active involvement in most activities
Identifying the behavior/action desired
A) responding & b) asking questions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

9. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Ability to control inmate behavior

10. Identify various necessary elements in checking things out & to include...
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
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns

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

12. Define 'responding to feeling' as...
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
The ability to capture in words the specific feelings being presented by inmate
A) handling requests & b) making requests & c) reinforcing behavior

13. Define ' direct request format' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) responding & b) asking questions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Identifying the behavior/action desired

14. Identify the elements of reinforcing behavior as...
A polite request & using 'please' or 'would appreciate'
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen

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

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

17. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
A) where he/she lives & b) where he/she works & c) where he/she learns

18. List the application skills used in controlling behavior as...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Active involvement in most activities

19. Define 'taking action' as...
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action

20. Define ' direct request format' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A polite request & using 'please' or 'would appreciate'
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior

21. Define 'interpersonal communication' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns

22. Define 'softening a request' as...
A) reflect on What was seen and heard & b) use a responding format
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning

23. Identify two considerations for giving inmate a reason for your response & to include...
A) volume & b) emotion & c) pitch
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
Selecting the best way to make requests

24. Explain that nonverbal communication can...

25. Identify two primary components of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Gathering information quickly and accurately regarding What is occurring in the surroundings

26. Identify three major elements of positioning & to include...
Identifying the behavior/action desired
A polite request & using 'please' or 'would appreciate'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

27. Identify several things an officer might look for when first coming on shift & to include...
Keeping a safe distance
The ability to capture in words the specific feelings being presented by inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

28. Identify steps in responding to feeling & to include...
Reflect a person's prejudice and attitude
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

29. Explain that the statement 'human actions determine human reactions' means...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

30. Define 'posturing' as...
A) position & b) observe & c) posture & d) listen
Holding your body in such a way to show strength & confidence & interest and control
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

31. Define 'controlling behavior' as...
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and intensity & b) respond to feeling

32. Identify steps involved in making requests & to include...
A) behavior & b) appearance & c) environment
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) position & b) observe & c) posture & d) listen
A) check things out & b) take appropriate action

33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) position & b) observe & c) posture & d) listen
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 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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) reflect on feeling and reason & b) respond to feeling and meaning

35. 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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

36. Identify steps in listening & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
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
A) check things out & b) take appropriate action

37. Identify steps in responding to feeling & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) use the 5WH method & b) reflect on answers and recycle
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on feeling and intensity & b) respond to feeling

38. Identify one primary components of observing & to include...
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle

39. Identify the 'add-on' skills in interpersonal communication & to include...
Active involvement in most activities
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings

40. 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
Active involvement in most activities
The ability to capture in words the specific feelings being presented by inmate
Look carefully

41. Two skills an officer needs for effective interpersonal communications...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) content & b) feeling & c) feeling and meaning
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

43. Identify the elements of reinforcing behavior as...
A polite request & using 'please' or 'would appreciate'
A) reflect on What was seen and heard & b) use a responding format
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

44. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Reflect a person's prejudice and attitude
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Reflect a person's prejudice and attitude

45. Define 'softening a request' as...
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) give a response and reason

46. Define 'taking action' as...
A) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action
Taken very seriously

47. 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
Active involvement in most activities
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

48. Identify steps of responding to content & to include...
A polite request & using 'please' or 'would appreciate'
Taken very seriously
A) reflect on What was seen and heard & b) use a responding format
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

49. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

50. Identify the components of the 5WH method as asking...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how
A) use the 5WH method & b) reflect on answers and recycle