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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 if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and intensity & b) respond to feeling

2. List various basic feeling words & 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) who & b) what & c) why & d) where & e) when & f) how
A) happy & b) angry & c) confused & d) sad & e) scared

3. Identify components of good posturing & to include...
Look carefully
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

4. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and intensity & b) respond to feeling
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

5. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) responding & b) asking questions
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen

6. Two skills an officer needs for effective interpersonal communications...
A) positive & b) negative & c) neutral
A) ability to size up the situation & b) ability to communicate well with inmates
Transmission and receipt of a message to effect some kind of action
The ability to capture in words the specific feelings being presented by inmate

7. 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...
Refer the inmate to a counselor or other specialist at the facility
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taken very seriously
A) 'You're saying ________' & b) 'You look (or it looks) __________'

8. Define 'responding to feeling' as...
Identifying the behavior/action desired
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Reflect a person's prejudice and attitude

9. Define 'responding to feeling' as...
A) behavior & b) appearance & c) environment
The ability to capture in words the specific feelings being presented by inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) handling requests & b) making requests & c) reinforcing behavior

10. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) low & b) moderate & c) high
A) check things out & b) take appropriate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

11. Identify techniques to use in taking action & to include...
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) who & b) what & c) why & d) where & e) when & f) how
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

12. Identify steps in responding to feeling & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and intensity & b) respond to feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Reflect a person's prejudice and attitude

13. Identify the levels of responding & to include...
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
A) behavior & b) appearance & c) environment
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

14. Identify techniques to use in taking action & to include...
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
A) positive & b) negative & c) neutral
Active involvement in most activities

15. Identify one major element of positioning & to include...
Keeping a safe distance
Ability to control inmate behavior
A) positive & b) negative & c) neutral
A) reflect on feeling and intensity & b) respond to feeling

16. Identify three major elements of positioning & to include...
A) content & b) feeling & c) feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) responding & b) asking questions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

17. Identify the 'add-on' skills in interpersonal communication & to include...
A) behavior & b) appearance & c) environment
A) responding & b) asking questions
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

18. Define 'controlling behavior' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

19. Identify steps in responding to feeling and meaning & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

20. Define 'softening a request' 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) content & b) feeling & c) feeling and meaning
A) positive & b) negative & c) neutral

21. Identify three major elements of positioning & 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
A) check things out & b) take appropriate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

22. Identify several things an officer might look for when first coming on shift & to include...
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A polite request & using 'please' or 'would appreciate'
A) check things out & b) take appropriate action

23. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) check things out & b) take appropriate action
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

24. Identify steps in responding to feeling & to include...
Keeping a safe distance
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities
A) reflect on feeling and intensity & b) respond to feeling

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

26. Identify that inferences are more likely to be...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) inform & b) persuade & c) entertain & d) indicate action
A) ability to size up the situation & b) ability to communicate well with inmates

27. Define 'reinforcing behavior' 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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) happy & b) angry & c) confused & d) sad & e) scared
A) 'You're saying ________' & b) 'You look (or it looks) __________'

28. Define 'posturing' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

30. Identify steps in responding to feeling and meaning & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

31. Identify two considerations for giving inmate a reason for your response & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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) use the 5WH method & b) reflect on answers and recycle

32. Explain that questions are used in addition to the basic skills and responding techniques to...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Open up communications with inmate rather than shutting it off
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) give a response and reason

33. Define 'reinforcing behavior' as...
Refer the inmate to a counselor or other specialist at the facility
Keeping a safe distance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) content & b) feeling & c) feeling and meaning

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) positive & b) negative & c) neutral
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Active involvement in most activities

35. Identify the techniques used in asking questions & to include...
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
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

36. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
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)
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

37. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Ability to control inmate behavior
A) handling requests & b) making requests & c) reinforcing behavior

38. Explain that nonverbal communication can...

39. List various basic feeling words & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) happy & b) angry & c) confused & d) sad & e) scared
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

40. Identify two considerations for giving inmate a reason for your response & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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)

41. Identify one primary components of observing & to include...
Holding your body in such a way to show strength & confidence & interest and control
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)
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

42. Define 'controlling behavior' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

43. Identify various questions to be asked in reflecting & to include...
Open up communications with inmate rather than shutting it off
Ability to control inmate behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

44. List the application skills used in controlling behavior as...
A) position & b) observe & c) posture & d) listen
A) handling requests & b) making requests & c) reinforcing behavior
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates

45. List the application skills used in controlling behavior as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) handling requests & b) making requests & c) reinforcing behavior
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

46. Identify the steps in handling request & 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
A) check things out & b) give a response and reason
Active involvement in most activities

47. Identify one primary components of observing & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully
Holding your body in such a way to show strength & confidence & interest and control
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

48. Identify the elements of reinforcing behavior as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Open up communications with inmate rather than shutting it off

49. 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) happy & b) angry & c) confused & d) sad & e) scared
A) use the 5WH method & b) reflect on answers and recycle
A) where he/she lives & b) where he/she works & c) where he/she learns

50. Explain that nonverbal communication can...