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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. Explain that questions are used in addition to the basic skills and responding techniques to...
A) happy & b) angry & c) confused & d) sad & e) scared
Open up communications with inmate rather than shutting it off
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

2. Identify several things an officer might look for when first coming on shift & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities

3. Identify several things an officer might look for when first coming on shift & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) position & b) observe & c) posture & d) listen

4. Identify the components of the 5WH method as asking...
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)
A) who & b) what & c) why & d) where & e) when & f) how
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

5. Define 'softening a request' as...
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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 the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
Selecting the best way to make requests

7. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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
A) positive & b) negative & c) neutral

8. Explain that nonverbal communication can...

9. Explain that nonverbal communication can...

10. Identify steps in listening & to include...
A) low & b) moderate & c) high
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
A) ability to size up the situation & b) ability to communicate well with inmates

11. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use the 5WH method & b) reflect on answers and recycle

12. Identify various necessary elements in checking things out & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) check things out & b) take appropriate action
The ability to capture in words the specific feelings being presented by inmate

13. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
The ability to capture in words the specific feelings being presented by inmate
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Look carefully
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

15. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Gathering information quickly and accurately regarding What is occurring in the surroundings
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) volume & b) emotion & c) pitch

16. Identify one consideration for giving inmate a reason for your response & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
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
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)

17. Define 'taking action' as...
Reflect a person's prejudice and attitude
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

18. Define 'reinforcing behavior' as...
A) check things out & b) give a response and reason
Holding your body in such a way to show strength & confidence & interest and control
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

19. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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
Ability to control inmate behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

20. Identify one primary components of observing & to include...
Refer the inmate to a counselor or other specialist at the facility
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values

21. Identify steps involved in making requests & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) check things out & b) take appropriate action
A) feeling cues & b) relationships & c) energy levels & d) values
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

22. Explain that the statement 'human actions determine human reactions' means...
A) content & b) feeling & c) feeling and meaning
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Identifying the behavior/action desired

23. Identify components of good posturing & to include...
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

24. Define 'taking action' as...
A) reflect on What was seen and heard & b) use a responding format
A) feeling cues & b) relationships & c) energy levels & d) values
A) low & b) moderate & c) high
Selecting the best way to make requests

25. 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) give a response and reason
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

26. Identify the 'add-on' skills in interpersonal communication & 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
A) volume & b) emotion & c) pitch
A) responding & b) asking questions

27. Explain that the statement 'human actions determine human reactions' means...
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

28. 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...
Identifying the behavior/action desired
A) content & b) feeling & c) feeling and meaning
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

29. Identify the categories of relationships and feelings as...
Look carefully
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously
A) positive & b) negative & c) neutral

30. Identify components of good posturing & to include...
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

31. Define ' direct request format' 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
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
Identifying the behavior/action desired

32. Identify the levels of responding & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
Keeping a safe distance
A) content & b) feeling & c) feeling and meaning

33. Identify steps in listening & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment

34. Define 'posturing' as...
A) check things out & b) take appropriate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Holding your body in such a way to show strength & confidence & interest and control

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

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
Refer the inmate to a counselor or other specialist at the facility
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) low & b) moderate & c) high

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

38. Identify the major categories of energy levels and describe their respective characteristics as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) ability to size up the situation & b) ability to communicate well with inmates
A) low & b) moderate & c) high

39. Identify steps in responding to feeling and meaning & 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 reason & b) respond to feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and intensity & b) respond to feeling

40. Identify techniques to use in taking action & to include...
A) responding & b) asking questions
Open up communications with inmate rather than shutting it off
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 reason & b) respond to feeling and meaning

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

42. List the application skills used in controlling behavior as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) handling requests & b) making requests & c) reinforcing behavior

43. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
Refer the inmate to a counselor or other specialist at the facility
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning

44. Identify the categories of relationships and feelings as...
A) check things out & b) take appropriate action
A) positive & b) negative & c) neutral
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) low & b) moderate & c) high

45. Identify the techniques used in asking questions & to include...
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)
The ability to capture in words the specific feelings being presented by inmate
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

46. 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
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
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

47. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Open up communications with inmate rather than shutting it off
A) inform & b) persuade & c) entertain & d) indicate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

48. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) content & b) feeling & c) feeling and meaning
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
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)

49. List various basic feeling words & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
Taken very seriously

50. Identify the elements of reinforcing behavior as...
A) positive & b) negative & c) neutral
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use the 5WH method & b) reflect on answers and recycle