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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. Define 'reinforcing behavior' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Ability to control inmate behavior
Reflect a person's prejudice and attitude

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) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) volume & b) emotion & c) pitch
Taken very seriously

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

4. Identify the elements of reinforcing behavior as...
A) check things out & b) take appropriate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

5. Explain that the statement 'human actions determine human reactions' means...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

6. 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
Holding your body in such a way to show strength & confidence & interest and control
Open up communications with inmate rather than shutting it off
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

7. Identify steps in responding to feeling and meaning & to include...
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) responding & b) asking questions

8. 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)
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
Open up communications with inmate rather than shutting it off

9. Define ' direct request format' as...
A) reflect on What was seen and heard & b) use a responding format
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Open up communications with inmate rather than shutting it off

10. 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) happy & b) angry & c) confused & d) sad & e) scared
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)

11. Define 'taking action' as...
A) volume & b) emotion & c) pitch
Selecting the best way to make requests
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

12. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Keeping a safe distance
Refer the inmate to a counselor or other specialist at the facility

13. 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
Refer the inmate to a counselor or other specialist at the facility
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high

14. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Look carefully
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates
Keeping a safe distance

15. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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)
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

16. Identify steps in responding to feeling and meaning & to include...
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and reason & b) respond to feeling and meaning

17. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Identifying the behavior/action desired
Transmission and receipt of a message to effect some kind of action
Gathering information quickly and accurately regarding What is occurring in the surroundings

18. Identify techniques to use in taking action & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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) __________'

19. Define 'reinforcing behavior' as...
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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and intensity & b) respond to feeling

20. Identify one primary components of observing & to include...
Look carefully
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off

21. Identify steps in listening & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Keeping a safe distance
A) feeling cues & b) relationships & c) energy levels & d) values
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

22. Identify the three basic environments of every individual & to include...
Refer the inmate to a counselor or other specialist at the facility
Reflect a person's prejudice and attitude
A) where he/she lives & b) where he/she works & c) where he/she learns
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

23. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reflect on What was seen and heard & b) use a responding format
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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) check things out & b) give a response and reason

24. Identify the three basic environments of every individual & to include...
Keeping a safe distance
A) responding & b) asking questions
A) where he/she lives & b) where he/she works & c) where he/she learns
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

25. Identify the techniques used in asking questions & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use the 5WH method & b) reflect on answers and recycle
A) behavior & b) appearance & c) environment
A) responding & b) asking questions

26. Explain that questions are used in addition to the basic skills and responding techniques to...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Open up communications with inmate rather than shutting it off
A) position & b) observe & c) posture & d) listen
Refer the inmate to a counselor or other specialist at the facility

27. Two skills an officer needs for effective interpersonal communications...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) take appropriate action
A) who & b) what & c) why & d) where & e) when & f) how

28. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) behavior & b) appearance & c) environment
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

29. Define 'softening a request' as...
A) inform & b) persuade & c) entertain & d) indicate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

30. Explain that questions are used in addition to the basic skills and responding techniques to...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Open up communications with inmate rather than shutting it off
Active involvement in most activities
Reflect a person's prejudice and attitude

31. Define 'softening a request' as...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) volume & b) emotion & c) pitch

32. Identify the techniques used in asking questions & to include...
Look carefully
Selecting the best way to make requests
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

33. Identify the steps in handling request & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) responding & b) asking questions
A) check things out & b) give a response and reason
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

34. 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
Identifying the behavior/action desired
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
Look carefully

35. Identify steps in responding to feeling & to include...
Reflect a person's prejudice and attitude
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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)

36. Identify components of good posturing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Active involvement in most activities
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

37. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

38. List the application skills used in controlling behavior as...
A) volume & b) emotion & c) pitch
A) handling requests & b) making requests & c) reinforcing behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) content & b) feeling & c) feeling and meaning

39. Identify the levels of responding & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) content & b) feeling & c) feeling and meaning

40. Identify components of good posturing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Ability to control inmate behavior
A) reflect on What was seen and heard & b) use a responding format

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

42. Explain that nonverbal communication can...

43. Define ' direct request format' as...
Identifying the behavior/action desired
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

44. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) position & b) observe & c) posture & d) listen
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Holding your body in such a way to show strength & confidence & interest and control

45. Explain 'sizing up a situation as...
Selecting the best way to make requests
A) who & b) what & c) why & d) where & e) when & f) how
A) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings

46. Identify steps involved in making requests & 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) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

47. Identify the major categories of energy levels and describe their respective characteristics as...
A) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) low & b) moderate & c) high
A) check things out & b) give a response and reason

48. Identify the purpose of communication & to include...
Keeping a safe distance
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) inform & b) persuade & c) entertain & d) indicate action

49. Identify one primary components of observing & to include...
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
Refer the inmate to a counselor or other specialist at the facility

50. Identify two considerations for giving inmate a reason for your response & to include...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
The ability to capture in words the specific feelings being presented by inmate
Look carefully
Keeping a safe distance