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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 the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
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)
A) handling requests & b) making requests & c) reinforcing behavior

2. Identify that inferences are more likely to be...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

3. Explain that the statement 'human actions determine human reactions' means...
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
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

4. Identify the purpose of communication & to include...
A) low & b) moderate & c) high
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
A) inform & b) persuade & c) entertain & d) indicate action

5. Define ' direct request format' as...
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities
A) position & b) observe & c) posture & d) listen
Identifying the behavior/action desired

6. 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) inform & b) persuade & c) entertain & d) indicate action
A) responding & b) asking questions

7. Identify the techniques used in asking questions & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

8. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Active involvement in most activities
A) behavior & b) appearance & c) environment

9. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

10. Identify the 'add-on' skills in interpersonal communication & to include...
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
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle

11. Define 'softening a request' as...
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
Transmission and receipt of a message to effect some kind of action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

13. Identify steps involved in making requests & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) position & b) observe & c) posture & d) listen
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

14. Identify the 'add-on' skills in interpersonal communication & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) ability to size up the situation & b) ability to communicate well with inmates
A) inform & b) persuade & c) entertain & d) indicate action
A) responding & b) asking questions

15. Define 'taking action' as...
Taken very seriously
Selecting the best way to make requests
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) ability to size up the situation & b) ability to communicate well with inmates

16. Identify the categories of relationships and feelings as...
Holding your body in such a way to show strength & confidence & interest and control
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)
Look carefully
A) positive & b) negative & c) neutral

17. Identify techniques to use in taking action & 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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A polite request & using 'please' or 'would appreciate'
Selecting the best way to make requests

18. Define 'interpersonal communication' as...
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

19. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) volume & b) emotion & c) pitch

20. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use the 5WH method & b) reflect on answers and recycle
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Open up communications with inmate rather than shutting it off

21. Identify the levels of responding & to include...
A polite request & using 'please' or 'would appreciate'
A) content & b) feeling & c) feeling and meaning
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Identifying the behavior/action desired

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

23. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
The ability to capture in words the specific feelings being presented by inmate
Identifying the behavior/action desired
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

24. Identify steps of responding to content & to include...
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

25. Identify the major categories of energy levels and describe their respective characteristics as...
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
A) low & b) moderate & c) high
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

26. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Selecting the best way to make requests
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

27. 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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

28. Identify three major elements of positioning & to include...
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) give a response and reason
A) volume & b) emotion & c) pitch
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

29. Define 'responding to content' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) where he/she lives & b) where he/she works & c) where he/she learns

30. Identify steps of responding to content & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

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

32. Identify the elements of reinforcing behavior as...
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
Holding your body in such a way to show strength & confidence & interest and control
Holding your body in such a way to show strength & confidence & interest and control

33. Define 'posturing' as...
A) volume & b) emotion & c) pitch
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)
Gathering information quickly and accurately regarding What is occurring in the surroundings
Holding your body in such a way to show strength & confidence & interest and control

34. List various basic feeling words & to include...
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

35. Identify the steps involved in 'sizing up a situation &' to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) position & b) observe & c) posture & d) listen
A) where he/she lives & b) where he/she works & c) where he/she learns

36. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Look carefully
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
Transmission and receipt of a message to effect some kind of action

37. List the application skills used in controlling behavior as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior
Taken very seriously
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

39. Identify three major elements of positioning & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Gathering information quickly and accurately regarding What is occurring in the surroundings
The ability to capture in words the specific feelings being presented by inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

40. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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
A) reflect on What was seen and heard & b) use a responding format
A) happy & b) angry & c) confused & d) sad & e) scared

41. Identify the levels of responding & to include...
Ability to control inmate behavior
A) content & b) feeling & c) feeling and meaning
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

42. Define 'reinforcing behavior' as...
The ability to capture in words the specific feelings being presented by inmate
A) where he/she lives & b) where he/she works & c) where he/she learns
A) check things out & b) give a response and reason
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

43. Identify one consideration for giving inmate a reason for your response & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) content & b) feeling & c) feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

44. Identify one primary components of observing & to include...
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Look carefully

45. 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
Refer the inmate to a counselor or other specialist at the facility
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on What was seen and heard & b) use a responding format

46. Define 'interpersonal communication' as...
A) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action

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

48. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action
Gathering information quickly and accurately regarding What is occurring in the surroundings
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

49. 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
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
Reflect a person's prejudice and attitude

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'