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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 the statement 'human actions determine human reactions' means...
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

2. Identify the major categories of energy levels and describe their respective characteristics as...
The ability to capture in words the specific feelings being presented by inmate
Transmission and receipt of a message to effect some kind of action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) low & b) moderate & c) high

3. Explain that questions are used in addition to the basic skills and responding techniques to...
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
Open up communications with inmate rather than shutting it off
The ability to capture in words the specific feelings being presented by inmate

4. Identify two considerations 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Reflect a person's prejudice and attitude
Identifying the behavior/action desired

5. Identify the categories of relationships and feelings as...
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral
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

6. Explain clues that can be used to develop inferences & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) feeling cues & b) relationships & c) energy levels & d) values
A) inform & b) persuade & c) entertain & d) indicate action

7. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch
A) ability to size up the situation & b) ability to communicate well with inmates

8. List the application skills used in controlling behavior as...
A) use the 5WH method & b) reflect on answers and recycle
A) handling requests & b) making requests & c) reinforcing behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

9. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Refer the inmate to a counselor or other specialist at the facility
A) where he/she lives & b) where he/she works & c) where he/she learns

10. Explain clues that can be used to develop inferences & to include...
Refer the inmate to a counselor or other specialist at the facility
A) feeling cues & b) relationships & c) energy levels & d) values
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on feeling and reason & b) respond to feeling and meaning

11. Identify the major categories of energy levels and describe their respective characteristics as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) low & b) moderate & c) high
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

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Active involvement in most activities
A) feeling cues & b) relationships & c) energy levels & d) values
Identifying the behavior/action desired

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

14. Identify steps of responding to content & to include...
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) reflect on What was seen and heard & b) use a responding format
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

15. Identify steps involved in making requests & to include...
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)
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control

16. Identify one major element of positioning & to include...
Holding your body in such a way to show strength & confidence & interest and control
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
A) behavior & b) appearance & c) environment

17. Define 'interpersonal communication' as...
A) inform & b) persuade & c) entertain & d) indicate action
Transmission and receipt of a message to effect some kind of action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Keeping a safe distance

18. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Holding your body in such a way to show strength & confidence & interest and control
A) handling requests & b) making requests & c) reinforcing behavior
A) ability to size up the situation & b) ability to communicate well with inmates

19. Identify the steps in handling request & 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
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) check things out & b) give a response and reason
A) reflect on feeling and reason & b) respond to feeling and meaning

20. Identify aspects considered during the initial stage of observing & to include...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) behavior & b) appearance & c) environment

21. Identify steps in responding to feeling and meaning & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and reason & b) respond to feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to capture in words the specific feelings being presented by inmate

22. Identify the techniques used in asking questions & to include...
Refer the inmate to a counselor or other specialist at the facility
A) use the 5WH method & b) reflect on answers and recycle
A) volume & b) emotion & c) pitch
The ability to capture in words the specific feelings being presented by inmate

23. Two skills an officer needs for effective interpersonal communications...
A) volume & b) emotion & c) pitch
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) ability to size up the situation & b) ability to communicate well with inmates
A) use the 5WH method & b) reflect on answers and recycle

24. Identify the purpose of communication & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) feeling cues & b) relationships & c) energy levels & d) values
A) inform & b) persuade & c) entertain & d) indicate action

25. Define 'reinforcing behavior' as...
A) reflect on What was seen and heard & b) use a responding format
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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 administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Ability to control inmate behavior
A) check things out & b) give a response and reason
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)

27. Identify the steps involved in 'sizing up a situation &' to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
A) check things out & b) give a response and reason
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

28. Define 'posturing' 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
Keeping a safe distance
Holding your body in such a way to show strength & confidence & interest and control
A) feeling cues & b) relationships & c) energy levels & d) values

29. Define 'responding to content' as...
A) inform & b) persuade & c) entertain & d) indicate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

30. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

31. 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
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

32. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A polite request & using 'please' or 'would appreciate'
Ability to control inmate behavior
Active involvement in most activities
A) 'You're saying ________' & b) 'You look (or it looks) __________'

33. Identify various necessary elements in checking things out & to include...
Reflect a person's prejudice and attitude
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 basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

34. Identify two considerations 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
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) check things out & b) give a response and reason
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

35. Identify one consideration for giving inmate a reason for your response & 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
Look carefully
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) low & b) moderate & c) high

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

37. Identify one primary components of observing & to include...
Look carefully
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) content & b) feeling & c) feeling and meaning

38. Identify one consideration for giving inmate a reason for your response & 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
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) feeling cues & b) relationships & c) energy levels & d) values

39. Define 'controlling behavior' as...
Look carefully
A) responding & b) asking questions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

40. Define 'responding to feeling' as...
Look carefully
A) handling requests & b) making requests & c) reinforcing behavior
The ability to capture in words the specific feelings being presented by inmate
Reflect a person's prejudice and attitude

41. Define 'taking action' as...
Identifying the behavior/action desired
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
Selecting the best way to make requests
A) position & b) observe & c) posture & d) listen

42. Define 'softening a request' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Ability to control inmate behavior

43. Define 'softening a request' as...
Transmission and receipt of a message to effect some kind of action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) 'You're saying ________' & b) 'You look (or it looks) __________'

44. Identify the 'add-on' skills in interpersonal communication & to include...
A) position & b) observe & c) posture & d) listen
A) responding & b) asking questions
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) where he/she lives & b) where he/she works & c) where he/she learns

45. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) low & b) moderate & c) high
A) volume & b) emotion & c) pitch
Active involvement in most activities
A polite request & using 'please' or 'would appreciate'

46. Identify three major elements of positioning & to include...
Reflect a person's prejudice and attitude
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) positive & b) negative & c) neutral
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

47. Identify various necessary elements in checking things out & 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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) volume & b) emotion & c) pitch
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

48. Identify the steps involved in 'sizing up a situation &' to include...
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) 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)

49. 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...
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
Keeping a safe distance
Taken very seriously

50. Identify techniques to use in taking action & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and reason & b) respond to feeling and meaning