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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 two considerations for giving inmate a reason for your response & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Reflect a person's prejudice and attitude

2. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Reflect a person's prejudice and attitude
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

3. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) take appropriate action
Taken very seriously

4. Identify one major element of positioning & to include...
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
Keeping a safe distance
Active involvement in most activities

5. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
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)

6. Explain clues that can be used to develop inferences & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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) reflect on feeling and intensity & b) respond to feeling
A) feeling cues & b) relationships & c) energy levels & d) values

7. Define 'softening a request' as...
A) positive & b) negative & c) neutral
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
Reflect a person's prejudice and attitude

8. 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
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) ability to size up the situation & b) ability to communicate well with inmates

9. Identify one primary components of observing & 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)
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
Look carefully
A) volume & b) emotion & c) pitch

10. 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) content & b) feeling & c) feeling and meaning
Identifying the behavior/action desired
The ability to capture in words the specific feelings being presented by inmate

11. Define 'interpersonal communication' 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
A) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action
A) inform & b) persuade & c) entertain & d) indicate action

12. Identify several things an officer might look for when first coming on shift & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to capture in words the specific feelings being presented by inmate

13. Identify several things an officer might look for when first coming on shift & 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) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

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

15. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) content & b) feeling & c) feeling and meaning
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) low & b) moderate & c) high

16. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) 'You're saying ________' & b) 'You look (or it looks) __________'

17. 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
Ability to control inmate behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

18. Identify techniques to use in taking action & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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
A) check things out & b) give a response and reason

19. Identify one major element of positioning & to include...
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
Active involvement in most activities
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

20. Define 'responding to content' 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
Identifying the behavior/action desired
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Active involvement in most activities

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

22. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

23. Explain that nonverbal communication can...

24. Identify steps in responding to feeling and meaning & to include...
A polite request & using 'please' or 'would appreciate'
A polite request & using 'please' or 'would appreciate'
Selecting the best way to make requests
A) reflect on feeling and reason & b) respond to feeling and meaning

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
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) content & b) feeling & c) feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle

26. Identify one primary components of observing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Look carefully
Reflect a person's prejudice and attitude
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

27. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) take appropriate action
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

28. Explain that the statement 'human actions determine human reactions' means...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
A) check things out & b) take appropriate action

29. Identify three characteristics of voice Which may be used to determine intensity & 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) volume & b) emotion & c) pitch
The ability to capture in words the specific feelings being presented by inmate

30. Define 'reinforcing behavior' as...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Active involvement in most activities

31. Explain 'sizing up a situation as...
Taken very seriously
A) reflect on feeling and intensity & b) respond to feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

33. Define ' direct request format' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Reflect a person's prejudice and attitude
Identifying the behavior/action desired
A) reflect on feeling and intensity & b) respond to feeling

34. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Gathering information quickly and accurately regarding What is occurring in the surroundings
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

35. Identify the techniques used in asking questions & 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) position & b) observe & c) posture & d) listen
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests

36. Identify three major elements of positioning & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Refer the inmate to a counselor or other specialist at the facility
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Reflect a person's prejudice and attitude

37. Define 'taking action' as...
A) position & b) observe & c) posture & d) listen
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
Selecting the best way to make requests

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

39. 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
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)
Gathering information quickly and accurately regarding What is occurring in the surroundings

40. Identify steps of responding to content & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format
A) 'You're saying ________' & b) 'You look (or it looks) __________'

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

42. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and intensity & b) respond to feeling
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

43. Identify steps of responding to content & to include...
Taken very seriously
A) ability to size up the situation & b) ability to communicate well with inmates
Reflect a person's prejudice and attitude
A) reflect on What was seen and heard & b) use a responding format

44. Define ' direct request format' as...
Identifying the behavior/action desired
Selecting the best way to make requests
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) who & b) what & c) why & d) where & e) when & f) how

45. Two skills an officer needs for effective interpersonal communications...
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on feeling and reason & b) respond to feeling and meaning

46. Identify one consideration for giving inmate a reason for your response & to include...
Look carefully
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
Active involvement in most activities

47. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings

48. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
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
Selecting the best way to make requests

49. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

50. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) check things out & b) take appropriate action
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
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)