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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 that inferences are more likely to be...
A) volume & b) emotion & c) pitch
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) __________'
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

2. Explain that nonverbal communication can...

3. Identify the three basic environments of every individual & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) where he/she lives & b) where he/she works & c) where he/she learns
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

4. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) feeling cues & b) relationships & c) energy levels & d) values
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

5. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Reflect a person's prejudice and attitude
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

6. Identify steps in responding to feeling & to include...
A) low & b) moderate & c) high
Holding your body in such a way to show strength & confidence & interest and control
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and intensity & b) respond to feeling

7. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) position & b) observe & c) posture & d) listen
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Open up communications with inmate rather than shutting it off

8. Define 'responding to content' as...
Taken very seriously
Holding your body in such a way to show strength & confidence & interest and control
Ability to control inmate behavior
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

9. Define ' direct request format' as...
A) content & b) feeling & c) feeling and meaning
Identifying the behavior/action desired
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format

10. Explain that nonverbal communication can...

11. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Holding your body in such a way to show strength & confidence & interest and control
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on What was seen and heard & b) use a responding format

12. Identify the elements of reinforcing behavior as...
A) inform & b) persuade & c) entertain & d) indicate action
A) position & b) observe & c) posture & d) listen
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) take appropriate action

13. Explain 'sizing up a situation as...
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

14. Identify various questions to be asked in reflecting & to include...
A) positive & b) negative & c) neutral
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Reflect a person's prejudice and attitude

15. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) positive & b) negative & c) neutral
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

16. Identify two primary components of observing & to include...
Ability to control inmate behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

17. Identify the levels of responding & to include...
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) position & b) observe & c) posture & d) listen
Look carefully

18. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the 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

19. Identify the 'add-on' skills in interpersonal communication & to include...
Reflect a person's prejudice and attitude
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) who & b) what & c) why & d) where & e) when & f) how
A) responding & b) asking questions

20. Identify several things an officer might look for when first coming on shift & to include...
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

21. Identify aspects considered during the initial stage of observing & to include...
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
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) reflect on feeling and intensity & b) respond to feeling

22. Identify steps in responding to feeling and meaning & to include...
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and reason & b) respond to feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle

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

24. Identify techniques to use in taking action & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

25. Define 'responding to feeling' as...
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) 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

26. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to capture in words the specific feelings being presented by inmate
Refer the inmate to a counselor or other specialist at the facility

27. 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
Reflect a person's prejudice and attitude
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and reason & b) respond to feeling and meaning

28. Explain clues that can be used to develop inferences & to include...
A) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance
A) check things out & b) take appropriate action
A) feeling cues & b) relationships & c) energy levels & d) values

29. Identify components of good posturing & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Keeping a safe distance
Holding your body in such a way to show strength & confidence & interest and control

30. Identify one consideration for giving inmate a reason for your response & 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) handling requests & b) making requests & c) reinforcing behavior
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)

31. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reflect on What was seen and heard & b) use a responding format
Refer the inmate to a counselor or other specialist at the facility
A) position & b) observe & c) posture & d) listen
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

32. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
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
Identifying the behavior/action desired

33. Define ' direct request format' as...
A) positive & b) negative & c) neutral
Identifying the behavior/action desired
A) reflect on What was seen and heard & b) use a responding format
A) low & b) moderate & c) high

34. Identify the categories of relationships and feelings 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
A) positive & b) negative & c) neutral
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) inform & b) persuade & c) entertain & d) indicate action

35. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on What was seen and heard & b) use a responding format
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A polite request & using 'please' or 'would appreciate'

36. Identify various questions to be asked in reflecting & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) where he/she lives & b) where he/she works & c) where he/she learns
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

37. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Look carefully
Active involvement in most activities
A) check things out & b) take appropriate action

38. Identify the techniques used in asking questions & to include...
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

39. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Identifying the behavior/action desired
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared

40. Two skills an officer needs for effective interpersonal communications...
Ability to control inmate behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates

41. Explain clues that can be used to develop inferences & to include...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) feeling cues & b) relationships & c) energy levels & d) values
A) low & b) moderate & c) high

42. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Identifying the behavior/action desired
A) 'You're saying ________' & b) 'You look (or it looks) __________'

43. Identify the steps in handling request & to include...
Active involvement in most activities
Ability to control inmate behavior
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility

44. Identify the steps involved in 'sizing up a situation &' to include...
Refer the inmate to a counselor or other specialist at the facility
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) position & b) observe & c) posture & d) listen
The ability to capture in words the specific feelings being presented by inmate

45. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) low & b) moderate & c) high
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

46. Identify two considerations for giving inmate a reason for your response & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

47. Identify one consideration for giving inmate a reason for your response & 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
Refer the inmate to a counselor or other specialist at the facility
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

48. Define 'interpersonal communication' as...
Refer the inmate to a counselor or other specialist at the facility
A) positive & b) negative & c) neutral
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)

49. Identify the elements of reinforcing behavior as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Taken very seriously
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning

50. Define 'interpersonal communication' as...
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude
Transmission and receipt of a message to effect some kind of action
Look carefully