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

2. Identify aspects considered during the initial stage of observing & to include...
A) reflect on feeling and intensity & b) respond to feeling
Look carefully
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) behavior & b) appearance & c) environment

3. Identify the elements of reinforcing behavior as...
Ability to control inmate behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

4. Define ' direct request format' as...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Identifying the behavior/action desired

5. Identify the steps in handling request & to include...
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
A polite request & using 'please' or 'would appreciate'
A) 'You're saying ________' & b) 'You look (or it looks) __________'

6. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'
A) use the 5WH method & b) reflect on answers and recycle

7. Identify that inferences are more likely to be...
A) feeling cues & b) relationships & c) energy levels & d) values
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully
A) handling requests & b) making requests & c) reinforcing behavior

8. 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
Taken very seriously
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

9. Identify techniques to use in taking action & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) responding & b) asking questions
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Open up communications with inmate rather than shutting it off

10. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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

11. Identify several things an officer might look for when first coming on shift & 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
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
Refer the inmate to a counselor or other specialist at the facility

12. Identify one major element of positioning & to include...
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
A) ability to size up the situation & b) ability to communicate well with inmates
Keeping a safe distance

13. Identify the three basic environments of every individual & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) where he/she lives & b) where he/she works & c) where he/she learns
Taken very seriously
Reflect a person's prejudice and attitude

14. 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...
Transmission and receipt of a message to effect some kind of action
Taken very seriously
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'

15. Identify two primary components of observing & to include...
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
A) use the 5WH method & b) reflect on answers and recycle
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

16. Identify the major categories of energy levels and describe their respective characteristics as...
A) use the 5WH method & b) reflect on answers and recycle
A) low & b) moderate & c) high
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) behavior & b) appearance & c) environment

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

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

19. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and intensity & b) respond to feeling
A) behavior & b) appearance & c) environment

20. Define 'responding to feeling' 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
The ability to capture in words the specific feelings being presented by inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

21. Explain that nonverbal communication can...

22. Identify one primary components of observing & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) position & b) observe & c) posture & d) listen

23. Two skills an officer needs for effective interpersonal communications...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) ability to size up the situation & b) ability to communicate well with inmates
Keeping a safe distance
A) reflect on feeling and reason & b) respond to feeling and meaning

24. Identify one major element of positioning & to include...
Selecting the best way to make requests
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
Keeping a safe distance

25. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on What was seen and heard & b) use a responding format
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

26. Explain 'sizing up a situation as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Look carefully
A) reflect on feeling and reason & b) respond to feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings

27. Identify one primary components of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully
A) positive & b) negative & c) neutral
A) reflect on feeling and intensity & b) respond to feeling

28. Define 'reinforcing behavior' as...
A) content & b) feeling & c) feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) positive & b) negative & c) neutral

29. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) position & b) observe & c) posture & d) listen
Selecting the best way to make requests
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

30. Identify various questions to be asked in reflecting & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) inform & b) persuade & c) entertain & d) indicate action

31. 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
The ability to capture in words the specific feelings being presented by inmate
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral

32. Explain that questions are used in addition to the basic skills and responding techniques to...
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) inform & b) persuade & c) entertain & d) indicate action

33. Identify the techniques used in asking questions & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle
Look carefully
A) responding & b) asking questions

34. Identify two considerations for giving inmate a reason for your response & to include...
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

35. 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) volume & b) emotion & c) pitch

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

37. Define 'posturing' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) handling requests & b) making requests & c) reinforcing behavior
Holding your body in such a way to show strength & confidence & interest and control
Reflect a person's prejudice and attitude

38. Identify three major elements of positioning & to include...
A) check things out & b) give a response and reason
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) feeling cues & b) relationships & c) energy levels & d) values
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

39. Identify the 'add-on' skills in interpersonal communication & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

41. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Keeping a safe distance
Open up communications with inmate rather than shutting it off
A) where he/she lives & b) where he/she works & c) where he/she learns

42. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) behavior & b) appearance & c) environment
A) volume & b) emotion & c) pitch
Keeping a safe distance

43. Define 'controlling behavior' as...
Look carefully
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

44. Identify steps in responding to feeling and meaning & to include...
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 reason & b) respond to feeling and meaning
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling

45. Explain 'sizing up a situation as...
A) content & b) feeling & c) feeling and meaning
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings

46. 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
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)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use the 5WH method & b) reflect on answers and recycle

47. Define 'taking action' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) low & b) moderate & c) high
Selecting the best way to make requests
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

48. Identify the purpose of communication & to include...
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) inform & b) persuade & c) entertain & d) indicate action

49. Identify steps in responding to feeling & 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and intensity & b) respond to feeling

50. Identify the components of the 5WH method as asking...
A) feeling cues & b) relationships & c) energy levels & d) values
A) who & b) what & c) why & d) where & e) when & f) how
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) check things out & b) take appropriate action