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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 various questions to be asked in reflecting & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Selecting the best way to make requests

2. Define 'posturing' as...
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control

3. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) who & b) what & c) why & d) where & e) when & f) how
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

4. Identify steps in responding to feeling and meaning & to include...
A) who & b) what & c) why & d) where & e) when & f) how
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 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)

5. Define 'taking action' as...
A) low & b) moderate & c) high
Selecting the best way to make requests
Reflect a person's prejudice and attitude
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

6. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) who & b) what & c) why & d) where & e) when & f) how
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) ability to size up the situation & b) ability to communicate well with inmates

7. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared

8. Identify the steps involved in 'sizing up a situation &' to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) happy & b) angry & c) confused & d) sad & e) scared
A) position & b) observe & c) posture & d) listen
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

9. Identify steps of responding to content & to include...
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format
A) volume & b) emotion & c) pitch
A) check things out & b) give a response and reason

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

11. Identify the techniques used in asking questions & to include...
A) check things out & b) take appropriate action
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle
Ability to control inmate behavior

12. Identify the elements of reinforcing behavior as...
Identifying the behavior/action desired
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment
A polite request & using 'please' or 'would appreciate'

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

14. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
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

15. List various basic feeling words & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared
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

16. List the application skills used in controlling behavior as...
A) volume & b) emotion & c) pitch
A) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude

17. Identify steps involved in making requests & to include...
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'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) check things out & b) take appropriate action

18. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) responding & b) asking questions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Identifying the behavior/action desired

19. 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Ability to control inmate behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

20. 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
A) reflect on feeling and intensity & b) respond to feeling
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral

21. Identify the levels of responding & to include...
Selecting the best way to make requests
Refer the inmate to a counselor or other specialist at the facility
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) content & b) feeling & c) feeling and meaning

22. Define 'interpersonal communication' as...
Open up communications with inmate rather than shutting it off
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns

23. Explain 'sizing up a situation as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) handling requests & b) making requests & c) reinforcing behavior

24. Identify the 'add-on' skills in interpersonal communication & 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) responding & b) asking questions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to capture in words the specific feelings being presented by inmate

25. Define 'responding to content' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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
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

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

27. Identify techniques to use in taking action & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) position & b) observe & c) posture & d) listen

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

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

30. Identify the 'add-on' skills in interpersonal communication & to include...
Holding your body in such a way to show strength & confidence & interest and control
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) responding & b) asking questions
Identifying the behavior/action desired

31. Define 'reinforcing behavior' as...
Transmission and receipt of a message to effect some kind of action
Ability to control inmate behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) feeling cues & b) relationships & c) energy levels & d) values

32. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) responding & b) asking questions

33. Identify steps involved in making requests & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) take appropriate action
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 the 5WH method & b) reflect on answers and recycle

34. Identify the components of the 5WH method as asking...
A) happy & b) angry & c) confused & d) sad & e) scared
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Open up communications with inmate rather than shutting it off
A) who & b) what & c) why & d) where & e) when & f) how

35. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

36. Define 'softening a request' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

37. Define 'controlling behavior' as...
Open up communications with inmate rather than shutting it off
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

38. 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
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns

39. Identify three characteristics of voice Which may be used to determine intensity & to include...
Reflect a person's prejudice and attitude
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
A) volume & b) emotion & c) pitch

40. Identify steps in responding to feeling & to include...
Refer the inmate to a counselor or other specialist at the facility
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and intensity & b) respond to feeling

41. Define 'taking action' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Selecting the best way to make requests
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

42. Explain that questions are used in addition to the basic skills and responding techniques to...
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)
Open up communications with inmate rather than shutting it off
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

43. Identify one consideration for giving inmate a reason for your response & to include...
A) behavior & b) appearance & c) environment
Refer the inmate to a counselor or other specialist at the facility
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
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

44. Define 'reinforcing behavior' as...
Keeping a safe distance
A) content & b) feeling & c) feeling and meaning
A) low & b) moderate & c) high
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

45. Identify one primary components of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
Look carefully

46. Identify the major categories of energy levels and describe their respective characteristics as...
A) use the 5WH method & b) reflect on answers and recycle
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

47. Define 'controlling behavior' as...
Active involvement in most activities
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Open up communications with inmate rather than shutting it off
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

48. Identify the major categories of energy levels and describe their respective characteristics as...
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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) low & b) moderate & c) high

49. Identify that inferences are more likely to be...
A) check things out & b) give a response and reason
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Transmission and receipt of a message to effect some kind of action
A) responding & b) asking questions

50. Identify the purpose of communication & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling