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 elements of reinforcing behavior as...
A) check things out & b) give a response and reason
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Identifying the behavior/action desired


2. Define 'posturing' as...
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) responding & b) asking questions
Holding your body in such a way to show strength & confidence & interest and control
A) handling requests & b) making requests & c) reinforcing behavior


3. 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) reflect on feeling and intensity & b) respond to feeling
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings


4. Identify the steps involved in 'sizing up a situation &' to include...
A) content & b) feeling & c) feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
A) position & b) observe & c) posture & d) listen


5. Define 'responding to feeling' as...
A) check things out & b) give a response and reason
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
Selecting the best way to make requests


6. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason
A) positive & b) negative & c) neutral
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


7. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests


8. Define 'softening a request' as...
Ability to control inmate behavior
A) reflect on feeling and intensity & b) respond to feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


9. Define 'responding to feeling' as...
A) reflect on feeling and intensity & b) respond to feeling
The ability to capture in words the specific feelings being presented by inmate
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities


10. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) handling requests & b) making requests & c) reinforcing behavior
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how


11. Explain 'sizing up a situation as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Gathering information quickly and accurately regarding What is occurring in the surroundings


12. Define ' direct request format' as...
Identifying the behavior/action desired
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) responding & b) asking questions
A) handling requests & b) making requests & c) reinforcing behavior


13. Define 'reinforcing behavior' as...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) where he/she lives & b) where he/she works & c) where he/she learns


14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) reflect on feeling and reason & b) respond to feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control


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

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16. 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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) check things out & b) give a response and reason
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


17. Define ' direct request format' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired
A) positive & b) negative & c) neutral
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


18. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Active involvement in most activities
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling


19. Explain that nonverbal communication can...

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20. Identify the major categories of energy levels and describe their respective characteristics as...
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) low & b) moderate & c) high


21. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) content & b) feeling & c) feeling and meaning


22. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Open up communications with inmate rather than shutting it off
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)


23. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
Reflect a person's prejudice and attitude
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


24. Define 'interpersonal communication' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Transmission and receipt of a message to effect some kind of action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling


25. Identify the steps involved in 'sizing up a situation &' to include...
A) responding & b) asking questions
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
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


26. Two skills an officer needs for effective interpersonal communications...
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) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action


27. 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) check things out & b) take appropriate action
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


28. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


29. Identify the purpose of communication & to include...
A) low & b) moderate & c) high
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) volume & b) emotion & c) pitch
A) inform & b) persuade & c) entertain & d) indicate action


30. Identify the elements of reinforcing behavior 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


31. Define 'reinforcing behavior' as...
The ability to capture in words the specific feelings being presented by inmate
A) behavior & b) appearance & c) environment
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


32. Identify steps in listening & 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'


33. Identify various necessary elements in checking things out & to include...
A polite request & using 'please' or 'would appreciate'
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


34. Two skills an officer needs for effective interpersonal communications...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A polite request & using 'please' or 'would appreciate'
A) ability to size up the situation & b) ability to communicate well with inmates
A) happy & b) angry & c) confused & d) sad & e) scared


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

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36. 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) 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
Gathering information quickly and accurately regarding What is occurring in the surroundings


37. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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) behavior & b) appearance & c) environment


38. Identify one consideration for giving inmate a reason for your response & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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 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


39. Identify steps involved in making requests & to include...
A) behavior & b) appearance & c) environment
A) check things out & b) take appropriate action
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities


40. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


41. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Active involvement in most activities


42. Define 'interpersonal communication' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
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
Transmission and receipt of a message to effect some kind of action


43. Define 'controlling behavior' as...
A polite request & using 'please' or 'would appreciate'
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
Selecting the best way to make requests


44. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns
A) 'You're saying ________' & b) 'You look (or it looks) __________'


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

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

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47. Explain clues that can be used to develop inferences & to include...
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off
Active involvement in most activities
A) feeling cues & b) relationships & c) energy levels & d) values


48. List the application skills used in controlling behavior as...
Reflect a person's prejudice and attitude
A) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values
A) handling requests & b) making requests & c) reinforcing behavior


49. Define 'responding to content' as...
Transmission and receipt of a message to effect some kind of action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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


50. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) responding & b) asking questions
Ability to control inmate behavior
A) check things out & b) give a response and reason
A) check things out & b) give a response and reason