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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 three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

2. Identify the techniques used in asking questions & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
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

3. Identify the major categories of energy levels and describe their respective characteristics as...
Taken very seriously
A) ability to size up the situation & b) ability to communicate well with inmates
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) low & b) moderate & c) high

4. Identify several things an officer might look for when first coming on shift & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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
A) responding & b) asking questions

5. Identify the categories of relationships and feelings as...
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral
Open up communications with inmate rather than shutting it off

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

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

8. Define 'taking action' as...
Open up communications with inmate rather than shutting it off
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
A) 'You're saying ________' & b) 'You look (or it looks) __________'

9. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
Taken very seriously
Reflect a person's prejudice and attitude
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

10. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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)

11. Explain clues that can be used to develop inferences & to include...
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
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format

12. Explain that nonverbal communication can...

13. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
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

14. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

15. Identify aspects considered during the initial stage of observing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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

16. Define 'softening a request' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reflect on feeling and intensity & b) respond to feeling

17. Identify that inferences are more likely to be...
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Refer the inmate to a counselor or other specialist at the facility

18. Identify steps in listening & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A polite request & using 'please' or 'would appreciate'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) volume & b) emotion & c) pitch

19. 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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) check things out & b) take appropriate action

20. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Look carefully
A) handling requests & b) making requests & c) reinforcing behavior
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

21. Define 'interpersonal communication' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Refer the inmate to a counselor or other specialist at the facility
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action

22. Identify two primary components of observing & to include...
A) responding & b) asking questions
Transmission and receipt of a message to effect some kind of action
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

23. Define ' direct request format' as...
Identifying the behavior/action desired
Ability to control inmate behavior
A) where he/she lives & b) where he/she works & c) where he/she learns
A) volume & b) emotion & c) pitch

24. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) 'You're saying ________' & b) 'You look (or it looks) __________'

25. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) responding & b) asking questions
Holding your body in such a way to show strength & confidence & interest and control
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Look carefully

26. Two skills an officer needs for effective interpersonal communications...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) ability to size up the situation & b) ability to communicate well with inmates
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) inform & b) persuade & c) entertain & d) indicate action

27. Identify the categories of relationships and feelings 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
A) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

28. Identify various questions to be asked in reflecting & 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

29. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

30. Identify the steps involved in 'sizing up a situation &' to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) position & b) observe & c) posture & d) listen
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

31. Identify the purpose of communication & to include...
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
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

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

33. Identify the purpose of communication & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action
A) responding & b) asking questions

34. Identify one major element of positioning & to include...
Transmission and receipt of a message to effect some kind of action
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

35. Define 'reinforcing behavior' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) where he/she lives & b) where he/she works & c) where he/she learns

36. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
A) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Reflect a person's prejudice and attitude

37. Define 'taking action' as...
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
A) positive & b) negative & c) neutral
A) 'You're saying ________' & b) 'You look (or it looks) __________'

38. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
A) responding & b) asking questions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) reflect on feeling and intensity & b) respond to feeling
Ability to control inmate behavior
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)

40. Identify the levels of responding & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired
A) reflect on What was seen and heard & b) use a responding format
A) content & b) feeling & c) feeling and meaning

41. Identify various questions to be asked in reflecting & to include...
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) content & b) feeling & c) feeling and meaning
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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
Active involvement in most activities
A) positive & b) negative & c) neutral

43. Define 'responding to feeling' 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) inform & b) persuade & c) entertain & d) indicate action
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

44. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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)
Active involvement in most activities
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)

45. Define 'controlling behavior' as...
Look carefully
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously

46. Identify steps involved in making requests & to include...
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
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) take appropriate action

47. Identify one consideration for giving inmate a reason for your response & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action
A) behavior & b) appearance & c) environment
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

48. Identify three major elements of positioning & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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)
A) check things out & b) give a response and reason

49. Define 'responding to content' as...
Selecting the best way to make requests
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Reflect a person's prejudice and attitude
A) who & b) what & c) why & d) where & e) when & f) how

50. Identify techniques to use in taking action & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Gathering information quickly and accurately regarding What is occurring in the surroundings
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