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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 the purpose of communication & to include...
A) behavior & b) appearance & c) environment
Keeping a safe distance
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action

2. Identify one primary components of observing & 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
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
Look carefully

3. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
A) check things out & b) give a response and reason

4. Explain clues that can be used to develop inferences & to include...
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) feeling cues & b) relationships & c) energy levels & d) values
A) 'You're saying ________' & b) 'You look (or it looks) __________'

5. 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
The ability to capture in words the specific feelings being presented by inmate
Ability to control inmate behavior

6. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Keeping a safe distance
Taken very seriously

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...
A) check things out & b) take appropriate action
Taken very seriously
A) content & b) feeling & c) feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

8. Identify steps involved in making requests & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action
Ability to control inmate behavior

9. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

10. Identify techniques to use in taking action & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

11. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

12. 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
Identifying the behavior/action desired
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

13. Define 'softening a request' as...
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) happy & b) angry & c) confused & d) sad & e) scared
A) responding & b) asking questions

14. Identify various necessary elements in checking things out & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on What was seen and heard & b) use a responding format
Reflect a person's prejudice and attitude

15. 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) 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) behavior & b) appearance & c) environment

16. Identify three major elements of positioning & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
Taken very seriously
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

17. Explain clues that can be used to develop inferences & to include...
Identifying the behavior/action desired
Active involvement in most activities
A) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values

18. Identify the elements of reinforcing behavior as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

19. Define 'interpersonal communication' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

20. Identify aspects considered during the initial stage of observing & 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
Selecting the best way to make requests
A) use the 5WH method & b) reflect on answers and recycle
A) behavior & b) appearance & c) environment

21. Identify one primary components of observing & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior

22. Two skills an officer needs for effective interpersonal communications...
A) check things out & b) take appropriate action
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off
A) ability to size up the situation & b) ability to communicate well with inmates

23. Identify the components of the 5WH method as asking...
A) position & b) observe & c) posture & d) listen
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

24. Identify one major element of positioning & to include...
A) volume & b) emotion & c) pitch
Transmission and receipt of a message to effect some kind of action
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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)

26. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Selecting the best way to make requests
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) low & b) moderate & c) high

27. Two skills an officer needs for effective interpersonal communications...
A) feeling cues & b) relationships & c) energy levels & d) values
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) ability to size up the situation & b) ability to communicate well with inmates
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

28. Explain that nonverbal communication can...

29. Define 'interpersonal communication' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Transmission and receipt of a message to effect some kind of action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

30. Explain that the statement 'human actions determine human reactions' means...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

32. Explain that nonverbal communication can...

33. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Active involvement in most activities
Open up communications with inmate rather than shutting it off

34. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Identifying the behavior/action desired
A) feeling cues & b) relationships & c) energy levels & d) values

35. Explain that questions are used in addition to the basic skills and responding techniques to...
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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Ability to control inmate behavior

36. Explain 'sizing up a situation as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

37. Identify steps in listening & to include...
The ability to capture in words the specific feelings being presented by inmate
A) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) ability to size up the situation & b) ability to communicate well with inmates

38. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on What was seen and heard & b) use a responding format
A) feeling cues & b) relationships & c) energy levels & d) values

39. Identify the major categories of energy levels and describe their respective characteristics as...
A) responding & b) asking questions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) low & b) moderate & c) high

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Reflect a person's prejudice and attitude
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance

41. Define 'controlling behavior' as...
A) reflect on What was seen and heard & b) use a responding format
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

42. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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)
Ability to control inmate behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

43. Identify steps in listening & to include...
Open up communications with inmate rather than shutting it off
Look carefully
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) happy & b) angry & c) confused & d) sad & e) scared

44. Identify the categories of relationships and feelings as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Open up communications with inmate rather than shutting it off
A) check things out & b) give a response and reason
A) positive & b) negative & c) neutral

45. 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
A) positive & b) negative & c) neutral
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high

46. Define 'softening a request' as...
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
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

47. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) who & b) what & c) why & d) where & e) when & f) how
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Gathering information quickly and accurately regarding What is occurring in the surroundings

48. Identify two considerations for giving inmate a reason for your response & to include...
The ability to capture in words the specific feelings being presented by inmate
A) feeling cues & b) relationships & c) energy levels & d) values
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) ability to size up the situation & b) ability to communicate well with inmates

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

50. Identify two primary components of observing & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) responding & b) asking questions
A) low & b) moderate & c) high