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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...
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
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

2. Identify one primary components of observing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
Look carefully

3. 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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously
Identifying the behavior/action desired

4. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Selecting the best way to make requests
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
A polite request & using 'please' or 'would appreciate'

5. Define 'taking action' 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
Selecting the best way to make requests
The ability to capture in words the specific feelings being presented by inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

6. Define 'reinforcing behavior' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Ability to control inmate behavior

7. Explain that nonverbal communication can...

8. Identify steps in listening & to include...
Ability to control inmate behavior
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

9. Define 'reinforcing behavior' as...
A) ability to size up the situation & b) ability to communicate well with inmates
A) positive & b) negative & c) neutral
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

10. Explain that the statement 'human actions determine human reactions' means...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

11. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment
A) inform & b) persuade & c) entertain & d) indicate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

12. Two skills an officer needs for effective interpersonal communications...
Ability to control inmate behavior
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
A) responding & b) asking questions

13. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
Active involvement in most activities

14. Identify steps in responding to feeling & to include...
Reflect a person's prejudice and attitude
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and intensity & b) respond to feeling

15. Identify the purpose of communication & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions

16. Identify one consideration for giving inmate a reason for your response & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

17. Define ' direct request format' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Identifying the behavior/action desired
Selecting the best way to make requests
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

18. Identify the 'add-on' skills in interpersonal communication & to include...
A) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates

19. 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
Keeping a safe distance
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

21. Identify aspects considered during the initial stage of observing & to include...
Taken very seriously
A) responding & b) asking questions
A) behavior & b) appearance & c) environment
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

22. List various basic feeling words & to include...
Look carefully
A) reflect on feeling and intensity & b) respond to feeling
A) happy & b) angry & c) confused & d) sad & e) scared
A) low & b) moderate & c) high

23. Identify techniques to use in taking action & to include...
Selecting the best way to make requests
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) happy & b) angry & c) confused & d) sad & e) scared

24. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
A polite request & using 'please' or 'would appreciate'

25. Explain that questions are used in addition to the basic skills and responding techniques to...
Identifying the behavior/action desired
Open up communications with inmate rather than shutting it off
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

26. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

27. List the application skills used in controlling behavior as...
Open up communications with inmate rather than shutting it off
Active involvement in most activities
A) handling requests & b) making requests & c) reinforcing behavior
A) responding & b) asking questions

28. Define ' direct request format' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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
Identifying the behavior/action desired

29. Identify aspects considered during the initial stage of observing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values
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

30. Identify the levels of responding & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle

31. Identify two considerations for giving inmate a reason for your response & to include...
A) content & b) feeling & c) feeling and meaning
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
Open up communications with inmate rather than shutting it off

32. Identify the techniques used in asking questions & to include...
A) position & b) observe & c) posture & d) listen
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

33. Identify three major elements of positioning & to include...
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)
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) who & b) what & c) why & d) where & e) when & f) how

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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)
Identifying the behavior/action desired

35. Identify one primary components of observing & to include...
Look carefully
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)
Identifying the behavior/action desired
A) volume & b) emotion & c) pitch

36. Define 'controlling behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

37. Identify the categories of relationships and feelings as...
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities
Reflect a person's prejudice and attitude
A) positive & b) negative & c) neutral

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Selecting the best way to make requests
A) low & b) moderate & c) high
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to capture in words the specific feelings being presented by inmate

39. Identify the major categories of energy levels and describe their respective characteristics as...
A) volume & b) emotion & c) pitch
Taken very seriously
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'

40. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) content & b) feeling & c) feeling and meaning
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared

41. Define 'taking action' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
Open up communications with inmate rather than shutting it off

42. Identify the levels of responding & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) content & b) feeling & c) feeling and meaning
Ability to control inmate behavior
A) happy & b) angry & c) confused & d) sad & e) scared

43. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

44. Identify the elements of reinforcing behavior as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

45. 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)
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

46. Explain 'sizing up a situation as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use the 5WH method & b) reflect on answers and recycle
A) low & b) moderate & c) high
Gathering information quickly and accurately regarding What is occurring in the surroundings

47. Identify one major element of positioning & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) ability to size up the situation & b) ability to communicate well with inmates
Keeping a safe distance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

48. Identify components of good posturing & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) where he/she lives & b) where he/she works & c) where he/she learns

49. Two skills an officer needs for effective interpersonal communications...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) ability to size up the situation & b) ability to communicate well with inmates

50. Identify steps of responding to content & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) where he/she lives & b) where he/she works & c) where he/she learns
Reflect a person's prejudice and attitude
A) reflect on What was seen and heard & b) use a responding format