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 questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
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 reason & b) respond to feeling and meaning
A) check things out & b) give a response and reason


2. Identify the steps in handling request & to include...
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
Look carefully


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

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4. Identify aspects considered during the initial stage of observing & to include...
Transmission and receipt of a message to effect some kind of action
Active involvement in most activities
Keeping a safe distance
A) behavior & b) appearance & c) environment


5. Identify the categories of relationships and feelings as...
A polite request & using 'please' or 'would appreciate'
A) positive & b) negative & c) neutral
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on What was seen and heard & b) use a responding format


6. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Refer the inmate to a counselor or other specialist at the facility
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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) reinforce positively and negatively & b) use verbal and nonverbal techniques


7. Identify the three basic environments of every individual & to include...
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
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns


8. Explain that questions are used in addition to the basic skills and responding techniques to...
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)
Reflect a person's prejudice and attitude
Open up communications with inmate rather than shutting it off
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)


9. Define 'interpersonal communication' as...
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action
Taken very seriously
A) ability to size up the situation & b) ability to communicate well with inmates


10. Define 'softening a request' as...
A) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


11. Two skills an officer needs for effective interpersonal communications...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests


12. 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...
A) responding & b) asking questions
Taken very seriously
A) content & b) feeling & c) feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


13. Identify the purpose of communication & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action
A) position & b) observe & c) posture & d) listen


14. Identify various questions to be asked in reflecting & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) responding & b) asking questions
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


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

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16. Define 'taking action' as...
A) reflect on What was seen and heard & b) use a responding format
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Selecting the best way to make requests
A) handling requests & b) making requests & c) reinforcing behavior


17. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood


18. Define 'posturing' as...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


19. Define 'responding to content' as...
A) reflect on feeling and intensity & b) respond to feeling
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


20. Identify various necessary elements in checking things out & to include...
Ability to control inmate behavior
A polite request & using 'please' or 'would appreciate'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) content & b) feeling & c) feeling and meaning


21. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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) volume & b) emotion & c) pitch
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


22. Identify the 'add-on' skills in interpersonal communication & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
A) ability to size up the situation & b) ability to communicate well with inmates


23. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taken very seriously
Selecting the best way to make requests
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


24. Identify the steps involved in 'sizing up a situation &' to include...
Active involvement in most activities
A) position & b) observe & c) posture & d) listen
Active involvement in most activities
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


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

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26. Define 'softening a request' as...
Identifying the behavior/action desired
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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


27. Identify several things an officer might look for when first coming on shift & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
The ability to capture in words the specific feelings being presented by inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) position & b) observe & c) posture & d) listen


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

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29. Identify one major element of positioning & to include...
Taken very seriously
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance


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

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31. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Keeping a safe distance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


32. Identify steps in listening & 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) positive & b) negative & c) neutral


33. Identify one consideration for giving inmate a reason for your response & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
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) responding & b) asking questions


34. Define ' direct request format' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Identifying the behavior/action desired
A) who & b) what & c) why & d) where & e) when & f) how
A) low & b) moderate & c) high


35. Identify steps of responding to content & to include...
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) ability to size up the situation & b) ability to communicate well with inmates
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


36. Identify techniques to use in taking action & to include...
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


37. Define 'reinforcing behavior' as...
A) reflect on What was seen and heard & b) use a responding format
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) inform & b) persuade & c) entertain & d) indicate action


38. Identify one primary components of observing & 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) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully
Keeping a safe distance


39. 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) 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) reflect on What was seen and heard & b) use a responding format


40. Identify steps in listening & 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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) volume & b) emotion & c) pitch


41. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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)
Transmission and receipt of a message to effect some kind of action


42. Identify various necessary elements in checking things out & to include...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action


43. Identify components of good posturing & to include...
A) positive & b) negative & c) neutral
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch


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

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45. Explain that nonverbal communication can...

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46. Identify one primary components of observing & to include...
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared


47. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Look carefully
Refer the inmate to a counselor or other specialist at the facility
Taken very seriously


48. 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
Identifying the behavior/action desired
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) handling requests & b) making requests & c) reinforcing behavior


49. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


50. Identify two considerations for giving inmate a reason for your response & to include...
Active involvement in most activities
A polite request & using 'please' or 'would appreciate'
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward