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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 'responding to content' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
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
A) positive & b) negative & c) neutral

2. List various basic feeling words & to include...
A) reflect on What was seen and heard & b) use a responding format
A) happy & b) angry & c) confused & d) sad & e) scared
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format

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

4. Identify steps involved in making requests & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) take appropriate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

5. Two skills an officer needs for effective interpersonal communications...
A) position & b) observe & c) posture & d) listen
A) ability to size up the situation & b) ability to communicate well with inmates
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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 one primary components of observing & to include...
Look carefully
Holding your body in such a way to show strength & confidence & interest and control
Keeping a safe distance
Taken very seriously

7. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) responding & b) asking questions
Active involvement in most activities
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)

8. Identify steps in listening & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to capture in words the specific feelings being presented by inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

9. Identify the levels of responding & to include...
Selecting the best way to make requests
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action
A) ability to size up the situation & b) ability to communicate well with inmates

10. Define 'taking action' as...
Refer the inmate to a counselor or other specialist at the facility
Look carefully
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

11. Identify the components of the 5WH method as asking...
Active involvement in most activities
A) who & b) what & c) why & d) where & e) when & f) how
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A polite request & using 'please' or 'would appreciate'

12. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values
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

13. Identify the steps in handling request & 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
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason

14. Identify one major element of positioning & 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
Keeping a safe distance
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

15. List the application skills used in controlling behavior as...
Keeping a safe distance
Identifying the behavior/action desired
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior

16. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Keeping a safe distance
Look carefully
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

17. Identify two considerations for giving inmate a reason for your response & to include...
A) use the 5WH method & b) reflect on answers and recycle
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Look carefully
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 components of good posturing & to include...
A) reflect on What was seen and heard & b) use a responding format
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) low & b) moderate & c) high

19. Identify the categories of relationships and feelings as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) position & b) observe & c) posture & d) listen
Open up communications with inmate rather than shutting it off
A) positive & b) negative & c) neutral

20. Identify the steps involved in 'sizing up a situation &' to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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
A) position & b) observe & c) posture & d) listen

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

22. Identify the techniques used in asking questions & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
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

23. Explain 'sizing up a situation as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Gathering information quickly and accurately regarding What is occurring in the surroundings
Open up communications with inmate rather than shutting it off

24. Define ' direct request format' as...
A polite request & using 'please' or 'would appreciate'
Identifying the behavior/action desired
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

25. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values

26. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
Reflect a person's prejudice and attitude
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

27. Identify one primary components of observing & to include...
Look carefully
Ability to control inmate behavior
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to capture in words the specific feelings being presented by inmate

28. Identify two primary components of observing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Active involvement in most activities

29. Identify three major elements of positioning & to include...
Look carefully
A) content & b) feeling & c) feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

30. Identify the purpose of communication & to include...
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
A) positive & b) negative & c) neutral
A) inform & b) persuade & c) entertain & d) indicate action

31. Identify aspects considered during the initial stage of observing & 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) behavior & b) appearance & c) environment
A) check things out & b) give a response and reason
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)

32. Identify three major elements of positioning & to include...
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) positive & b) negative & c) neutral

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

34. 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...
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)
Active involvement in most activities
Taken very seriously
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

35. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
Holding your body in such a way to show strength & confidence & interest and control
A) use the 5WH method & b) reflect on answers and recycle
A) reflect on What was seen and heard & b) use a responding format

36. Define 'posturing' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's 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
Holding your body in such a way to show strength & confidence & interest and control

37. Explain that nonverbal communication can...

38. Identify one consideration for giving inmate a reason for your response & to include...
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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)
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

39. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Transmission and receipt of a message to effect some kind of action
Refer the inmate to a counselor or other specialist at the facility
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

40. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) behavior & b) appearance & c) environment
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)
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

41. Explain that questions are used in addition to the basic skills and responding techniques to...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling
Open up communications with inmate rather than shutting it off
A) behavior & b) appearance & c) environment

42. Identify various questions to be asked in reflecting & to include...
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) check things out & b) take appropriate action

43. Identify one major element 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
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)
Keeping a safe distance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

44. Define 'responding to feeling' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to capture in words the specific feelings being presented by inmate
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

45. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Reflect a person's prejudice and attitude
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

46. Identify steps in responding to feeling and meaning & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and reason & b) respond to feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

47. Identify techniques to use in taking action & to include...
A) check things out & b) take appropriate action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Look carefully
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

48. Identify two considerations for giving inmate a reason for your response & to include...
Refer the inmate to a counselor or other specialist at the facility
Transmission and receipt of a message to effect some kind of action
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

49. Identify one consideration for giving inmate a reason for your response & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared
Ability to control inmate behavior
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

50. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) responding & b) asking questions
Taken very seriously
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood