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 that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and reason & b) respond to feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests


2. Identify the elements of reinforcing behavior as...
A) behavior & b) appearance & c) environment
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


3. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Holding your body in such a way to show strength & confidence & interest and control


4. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) ability to size up the situation & b) ability to communicate well with inmates


5. Define ' direct request format' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Identifying the behavior/action desired
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


6. Define 'softening a request' as...
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) __________'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


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


8. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


9. Identify the steps in handling request & to include...
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
Taken very seriously
A) check things out & b) give a response and reason


10. Define 'posturing' as...
A) responding & b) asking questions
Holding your body in such a way to show strength & confidence & interest and control
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


11. Define 'taking action' as...
Selecting the best way to make requests
Identifying the behavior/action desired
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) handling requests & b) making requests & c) reinforcing behavior


12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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
Active involvement in most activities
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling


13. Identify steps in listening & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude
Selecting the best way to make requests


14. 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) 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling


15. 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
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
A) happy & b) angry & c) confused & d) sad & e) scared


16. Identify the levels of responding & to include...
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
A) content & b) feeling & c) feeling and meaning
Taken very seriously


17. Define 'reinforcing behavior' as...
A) inform & b) persuade & c) entertain & d) indicate action
A) happy & b) angry & c) confused & d) sad & e) scared
Active involvement in most activities
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


18. Identify three characteristics of voice Which may be used to determine intensity & to include...
A polite request & using 'please' or 'would appreciate'
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
A) volume & b) emotion & c) pitch


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...
Taken very seriously
Open up communications with inmate rather than shutting it off
A) check things out & b) take appropriate action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


20. Identify components of good posturing & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


21. 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
A) check things out & b) give a response and reason
A) reflect on feeling and reason & b) respond to feeling and meaning
Identifying the behavior/action desired


22. Identify one primary components of observing & to include...
Look carefully
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort


23. Identify steps in responding to feeling & to include...
Holding your body in such a way to show strength & confidence & interest and control
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) reflect on feeling and intensity & b) respond to feeling


24. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) positive & b) negative & c) neutral
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) positive & b) negative & c) neutral


25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) positive & b) negative & c) neutral
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


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


27. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Ability to control inmate behavior
A) positive & b) negative & c) neutral
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


28. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Keeping a safe distance
Refer the inmate to a counselor or other specialist at the facility
A) responding & b) asking questions
A) content & b) feeling & c) feeling and meaning


29. 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) reflect on feeling and intensity & b) respond to feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


30. 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) feeling cues & b) relationships & c) energy levels & d) values
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taken very seriously


31. List various basic feeling words & 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) feeling cues & b) relationships & c) energy levels & d) values
A) happy & b) angry & c) confused & d) sad & e) scared


32. Identify several things an officer might look for when first coming on shift & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) low & b) moderate & c) high
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


34. Define 'interpersonal communication' as...
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
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and reason & b) respond to feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)


35. Identify various questions to be asked in reflecting & to include...
A) reflect on What was seen and heard & b) use a responding format
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch


36. 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
A) handling requests & b) making requests & c) reinforcing behavior
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


37. Identify the three basic environments of every individual & to include...
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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


38. 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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) inform & b) persuade & c) entertain & d) indicate action


39. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) behavior & b) appearance & c) environment
Refer the inmate to a counselor or other specialist at the facility
Keeping a safe distance


40. Identify one major element of positioning & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance


41. Identify techniques to use in taking action & to include...
Identifying the behavior/action desired
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
Holding your body in such a way to show strength & confidence & interest and control


42. Identify the techniques used in asking questions & to include...
Identifying the behavior/action desired
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) use the 5WH method & b) reflect on answers and recycle


43. List the application skills used in controlling behavior as...
Keeping a safe distance
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


44. List various basic feeling words & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


45. Identify steps involved in making requests & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) take appropriate action
A) reflect on What was seen and heard & b) use a responding format
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


46. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


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


48. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) feeling cues & b) relationships & c) energy levels & d) values
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral


49. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) reflect on feeling and reason & b) respond to feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Holding your body in such a way to show strength & confidence & interest and control


50. Two skills an officer needs for effective interpersonal communications...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) ability to size up the situation & b) ability to communicate well with inmates
A) use the 5WH method & b) reflect on answers and recycle