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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 one consideration for giving inmate a reason for your response & to include...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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 polite request & using 'please' or 'would appreciate'

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

3. 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
A polite request & using 'please' or 'would appreciate'
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

4. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Refer the inmate to a counselor or other specialist at the facility
Transmission and receipt of a message to effect some kind of action

5. 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
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns

6. List the application skills used in controlling behavior as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) positive & b) negative & c) neutral
A) handling requests & b) making requests & c) reinforcing behavior

7. 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) low & b) moderate & c) high
Taken very seriously
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action

8. Explain that nonverbal communication can...

9. Define 'taking action' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Selecting the best way to make requests
A) handling requests & b) making requests & c) reinforcing 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

10. Identify several things an officer might look for when first coming on shift & to include...
A) content & b) feeling & c) feeling and meaning
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

11. 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) 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
Taken very seriously

12. Define 'reinforcing behavior' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A polite request & using 'please' or 'would appreciate'
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

13. Identify various necessary elements in checking things out & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on feeling and intensity & b) respond to feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'

14. Identify steps in listening & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) take appropriate action
The ability to capture in words the specific feelings being presented by inmate

15. Explain that questions are used in addition to the basic skills and responding techniques to...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning
Open up communications with inmate rather than shutting it off

16. Define 'taking action' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Selecting the best way to make requests
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) 'You're saying ________' & b) 'You look (or it looks) __________'

17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) handling requests & b) making requests & c) reinforcing behavior
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns
A) use the 5WH method & b) reflect on answers and recycle

18. Identify steps of responding to content & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)
A polite request & using 'please' or 'would appreciate'

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

20. Identify three characteristics of voice Which may be used to determine intensity & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Keeping a safe distance
A) volume & b) emotion & c) pitch

21. Identify the major categories of energy levels and describe their respective characteristics as...
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) 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

22. Explain that nonverbal communication can...

23. Identify steps in listening & to include...
Reflect a person's prejudice and attitude
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
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

24. Identify two considerations for giving inmate a reason for your response & to include...
A) check things out & b) give a response and reason
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

25. Identify techniques to use in taking action & to include...
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
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

26. Define 'reinforcing behavior' as...
The ability to capture in words the specific feelings being presented by inmate
A polite request & using 'please' or 'would appreciate'
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired

27. Identify the 'add-on' skills in interpersonal communication & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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
A) responding & b) asking questions

28. Identify that inferences are more likely to be...
A) ability to size up the situation & b) ability to communicate well with inmates
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) feeling cues & b) relationships & c) energy levels & d) values
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

29. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

30. Identify one major element of positioning & to include...
Keeping a safe distance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously
A) volume & b) emotion & c) pitch

31. Identify steps involved in making requests & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) check things out & b) take appropriate action
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
Ability to control inmate behavior

32. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Selecting the best way to make requests
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 skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

33. Identify steps in responding to feeling & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and intensity & b) respond to feeling

34. Identify the major categories of energy levels and describe their respective characteristics as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

35. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reflect on feeling and intensity & b) respond to feeling

36. Identify various necessary elements in checking things out & to include...
A) low & b) moderate & c) high
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Gathering information quickly and accurately regarding What is occurring in the surroundings

37. Define 'posturing' as...
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
Active involvement in most activities
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

38. Explain clues that can be used to develop inferences & to include...
Active involvement in most activities
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) feeling cues & b) relationships & c) energy levels & d) values
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

39. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) responding & b) asking questions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taken very seriously

40. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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 ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

41. Identify the elements of reinforcing behavior as...
A) check things out & b) take appropriate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

42. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) handling requests & b) making requests & c) reinforcing behavior
A) feeling cues & b) relationships & c) energy levels & d) values

43. Identify steps in responding to feeling and meaning & to include...
Open up communications with inmate rather than shutting it off
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

44. Identify the techniques used in asking questions & to include...
Reflect a person's prejudice and attitude
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling

45. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) happy & b) angry & c) confused & d) sad & e) scared
A) behavior & b) appearance & c) environment
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

46. Define 'responding to feeling' as...
Holding your body in such a way to show strength & confidence & interest and control
The ability to capture in words the specific feelings being presented by inmate
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired

47. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A polite request & using 'please' or 'would appreciate'
Holding your body in such a way to show strength & confidence & interest and control
Refer the inmate to a counselor or other specialist at the facility
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

48. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) check things out & b) take appropriate action
A) reflect on What was seen and heard & b) use a responding format
Open up communications with inmate rather than shutting it off

49. Identify one primary components of observing & 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
Look carefully
A) low & b) moderate & c) high
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

50. Identify three major elements of positioning & to include...
A) reflect on What was seen and heard & b) use a responding format
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and intensity & b) respond to feeling