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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 components of good posturing & 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
Look carefully
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

2. Define 'posturing' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Identifying the behavior/action desired
Holding your body in such a way to show strength & confidence & interest and control

3. Explain 'sizing up a situation as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Ability to control inmate behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

4. Explain that the statement 'human actions determine human reactions' means...
Ability to control inmate behavior
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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) inform & b) persuade & c) entertain & d) indicate action

5. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

6. 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...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Taken very seriously
A) inform & b) persuade & c) entertain & d) indicate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

7. Explain that questions are used in addition to the basic skills and responding techniques to...
A) reflect on What was seen and heard & b) use a responding format
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
Open up communications with inmate rather than shutting it off

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

9. Identify aspects considered during the initial stage of observing & to include...
Selecting the best way to make requests
A) behavior & b) appearance & c) environment
A) ability to size up the situation & b) ability to communicate well with inmates
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

10. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) inform & b) persuade & c) entertain & d) indicate action

11. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) content & b) feeling & c) feeling and meaning
Ability to control inmate behavior
A polite request & using 'please' or 'would appreciate'
Reflect a person's prejudice and attitude

12. Define 'controlling behavior' 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on What was seen and heard & b) use a responding format

13. Define ' direct request format' as...
A) volume & b) emotion & c) pitch
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment
Identifying the behavior/action desired

14. Identify steps involved in making requests & to include...
Taken very seriously
A) check things out & b) take appropriate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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)

15. Identify two primary components of observing & to include...
Open up communications with inmate rather than shutting it off
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

16. Identify the 'add-on' skills in interpersonal communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Identifying the behavior/action desired
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) responding & b) asking questions

17. Two skills an officer needs for effective interpersonal communications...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) check things out & b) give a response and reason
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

18. Identify the three basic environments of every individual & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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) where he/she lives & b) where he/she works & c) where he/she learns

19. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

20. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
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
A) reflect on feeling and intensity & b) respond to feeling

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

22. Identify one primary components of observing & to include...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Holding your body in such a way to show strength & confidence & interest and control
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Look carefully

23. Two skills an officer needs for effective interpersonal communications...
The ability to capture in words the specific feelings being presented by inmate
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
A) ability to size up the situation & b) ability to communicate well with inmates

24. Define 'controlling behavior' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Active involvement in most activities
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

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

26. 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) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) take appropriate action
A) who & b) what & c) why & d) where & e) when & f) how

27. Identify the purpose of communication & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

28. Define 'taking action' as...
Keeping a safe distance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

29. 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) handling requests & b) making requests & c) reinforcing behavior
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

30. Identify that inferences are more likely to be...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

31. List various basic feeling words & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

33. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) handling requests & b) making requests & c) reinforcing behavior

34. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior
Holding your body in such a way to show strength & confidence & interest and control

35. Identify the steps in handling request & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) check things out & b) give a response and reason
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

36. 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) check things out & b) take appropriate action
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns
A) volume & b) emotion & c) pitch

37. Identify steps in responding to feeling and meaning & to include...
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
A) reflect on feeling and reason & b) respond to feeling and meaning
A polite request & using 'please' or 'would appreciate'

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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
The ability to capture in words the specific feelings being presented by inmate
Selecting the best way to make requests

39. Identify various necessary elements in checking things out & to include...
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
Open up communications with inmate rather than shutting it off
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

40. Identify two considerations for giving inmate a reason for your response & 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A polite request & using 'please' or 'would appreciate'
Ability to control inmate behavior

41. Define 'responding to feeling' as...
Ability to control inmate behavior
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch
A) position & b) observe & c) posture & d) listen

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Active involvement in most activities
A) happy & b) angry & c) confused & d) sad & e) scared
A polite request & using 'please' or 'would appreciate'

43. Identify the 'add-on' skills in interpersonal communication & to include...
Ability to control inmate behavior
Selecting the best way to make requests
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) responding & b) asking questions

44. Define 'interpersonal communication' as...
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and reason & b) respond to feeling and meaning

45. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) inform & b) persuade & c) entertain & d) indicate action

46. List the application skills used in controlling behavior as...
Keeping a safe distance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior

47. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off
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

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

49. Identify one consideration for giving inmate a reason for your response & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

50. Define ' direct request format' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Keeping a safe distance
Identifying the behavior/action desired
A) check things out & b) give a response and reason