Test your basic knowledge |

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 steps involved in making requests & to include...
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
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) take appropriate action

2. Identify the steps in handling request & 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
A) check things out & b) give a response and reason
A) reflect on What was seen and heard & b) use a responding format
A) inform & b) persuade & c) entertain & d) indicate action

3. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning
Reflect a person's prejudice and attitude
Refer the inmate to a counselor or other specialist at the facility

4. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude

5. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) use the 5WH method & b) reflect on answers and recycle
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

6. Identify the steps in handling request & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) give a response and reason
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen

7. Identify the levels of responding & to include...
A polite request & using 'please' or 'would appreciate'
A) low & b) moderate & c) high
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) handling requests & b) making requests & c) reinforcing behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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)

9. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on What was seen and heard & b) use a responding format

10. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action

11. Identify the elements of reinforcing behavior as...
A) use the 5WH method & b) reflect on answers and recycle
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values

12. Identify aspects considered during the initial stage of observing & to include...
Transmission and receipt of a message to effect some kind of action
Active involvement in most activities
A) ability to size up the situation & b) ability to communicate well with inmates
A) behavior & b) appearance & c) environment

13. Explain clues that can be used to develop inferences & to include...
A) responding & b) asking questions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values
A) 'You're saying ________' & b) 'You look (or it looks) __________'

14. Define 'taking action' as...
Selecting the best way to make requests
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
Refer the inmate to a counselor or other specialist at the facility
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

15. Define 'reinforcing behavior' as...
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) inform & b) persuade & c) entertain & d) indicate action

16. Two skills an officer needs for effective interpersonal communications...
A) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously
Look carefully

17. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Keeping a safe distance
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

18. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

19. 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...
Active involvement in most activities
Active involvement in most activities
Taken very seriously
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

20. Identify one major element of positioning & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) happy & b) angry & c) confused & d) sad & e) scared
Keeping a safe distance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

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

22. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Reflect a person's prejudice and attitude
A) 'You're saying ________' & b) 'You look (or it looks) __________'

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

24. Identify one primary components of observing & to include...
Look carefully
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) responding & b) asking questions

25. Identify three major elements of positioning & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Taken very seriously
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

26. Identify that inferences are more likely to be...
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
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) inform & b) persuade & c) entertain & d) indicate action

27. List various basic feeling words & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values
A) happy & b) angry & c) confused & d) sad & e) scared
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

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

29. Define 'softening a request' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Refer the inmate to a counselor or other specialist at the facility
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)

30. Identify two primary components of observing & to include...
Transmission and receipt of a message to effect some kind of action
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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)

31. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
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
A) check things out & b) give a response and reason

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

33. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Reflect a person's prejudice and attitude
A) use the 5WH method & b) reflect on answers and recycle

34. Identify techniques to use in taking action & to include...
Active involvement in most activities
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Refer the inmate to a counselor or other specialist at the facility
A) use the 5WH method & b) reflect on answers and recycle

35. Identify one major element of positioning & to include...
A) low & b) moderate & c) high
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) reflect on What was seen and heard & b) use a responding format

36. Explain clues that can be used to develop inferences & to include...
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
A) feeling cues & b) relationships & c) energy levels & d) values
A) ability to size up the situation & b) ability to communicate well with inmates

37. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) who & b) what & c) why & d) where & e) when & f) how
A) feeling cues & b) relationships & c) energy levels & d) values
A) position & b) observe & c) posture & d) listen

38. Identify two considerations for giving inmate a reason for your response & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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) content & b) feeling & c) feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control

39. Identify the steps involved in 'sizing up a situation &' to include...
Identifying the behavior/action desired
A) volume & b) emotion & c) pitch
A) reflect on What was seen and heard & b) use a responding format
A) position & b) observe & c) posture & d) listen

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning

41. Define 'interpersonal communication' as...
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
Transmission and receipt of a message to effect some kind of action
A polite request & using 'please' or 'would appreciate'

42. Define 'posturing' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) where he/she lives & b) where he/she works & c) where he/she learns
Holding your body in such a way to show strength & confidence & interest and control
A polite request & using 'please' or 'would appreciate'

43. 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...
Refer the inmate to a counselor or other specialist at the facility
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taken very seriously
Open up communications with inmate rather than shutting it off

44. Define ' direct request format' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Identifying the behavior/action desired
Holding your body in such a way to show strength & confidence & interest and control
A) feeling cues & b) relationships & c) energy levels & d) values

45. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Holding your body in such a way to show strength & confidence & interest and control
Transmission and receipt of a message to effect some kind of action

46. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

47. Identify steps in responding to feeling & 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
Reflect a person's prejudice and attitude
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reflect on feeling and intensity & b) respond to feeling

48. Explain that questions are used in addition to the basic skills and responding techniques to...
The ability to capture in words the specific feelings being presented by inmate
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)
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

49. Define 'taking action' as...
A polite request & using 'please' or 'would appreciate'
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

50. Identify the levels of responding & to include...
Reflect a person's prejudice and attitude
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action