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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 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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) inform & b) persuade & c) entertain & d) indicate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

2. Identify steps in responding to feeling and meaning & to include...
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and reason & b) respond to feeling and meaning
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Open up communications with inmate rather than shutting it off

3. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) check things out & b) give a response and reason
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on feeling and reason & b) respond to feeling and meaning

4. Define 'responding to feeling' as...
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
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

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

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...
Taken very seriously
A) feeling cues & b) relationships & c) energy levels & d) values
Refer the inmate to a counselor or other specialist at the facility
Look carefully

7. Define ' direct request format' as...
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

8. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Keeping a safe distance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

9. Identify steps involved in making requests & to include...
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) take appropriate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

10. Identify various necessary elements in checking things out & to include...
A) content & b) feeling & c) feeling and meaning
A) check things out & b) take appropriate action
A) happy & b) angry & c) confused & d) sad & e) scared
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

11. Identify two primary components of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Keeping a safe distance

12. Identify steps of responding to content & to include...
Taken very seriously
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and reason & b) respond to feeling and meaning
Selecting the best way to make requests

13. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on What was seen and heard & b) use a responding format
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

14. Explain that the statement 'human actions determine human reactions' means...
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
A) check things out & b) take appropriate action
A) ability to size up the situation & b) ability to communicate well with inmates

15. List various basic feeling words & to include...
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) happy & b) angry & c) confused & d) sad & e) scared
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

16. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities

17. Define 'posturing' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Holding your body in such a way to show strength & confidence & interest and control
Transmission and receipt of a message to effect some kind of action

18. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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
Refer the inmate to a counselor or other specialist at the facility
A) volume & b) emotion & c) pitch

19. Identify that inferences are more likely to be...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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

21. Identify the steps involved in 'sizing up a situation &' to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Refer the inmate to a counselor or other specialist at the facility
A) position & b) observe & c) posture & d) listen
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

22. 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) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'

23. Define 'taking action' as...
Refer the inmate to a counselor or other specialist at the facility
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action
Selecting the best way to make requests

24. Define 'taking action' as...
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

25. Define 'reinforcing behavior' as...
Open up communications with inmate rather than shutting it off
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A polite request & using 'please' or 'would appreciate'

26. 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
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off
Keeping a safe distance

27. Identify three characteristics of voice Which may be used to determine intensity & to include...
Ability to control inmate behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) volume & b) emotion & c) pitch
Look carefully

28. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) who & b) what & c) why & d) where & e) when & f) how
A) where he/she lives & b) where he/she works & c) where he/she learns
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

29. Explain clues that can be used to develop inferences & 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) behavior & b) appearance & c) environment
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities

30. 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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Reflect a person's prejudice and attitude
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taken very seriously

31. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) responding & b) asking questions
A) where he/she lives & b) where he/she works & c) where he/she learns
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)

32. Identify the levels of responding & to include...
Selecting the best way to make requests
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) content & b) feeling & c) feeling and meaning
A) check things out & b) take appropriate action

33. Define 'reinforcing behavior' as...
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) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

34. Define 'interpersonal communication' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) behavior & b) appearance & c) environment
A) responding & b) asking questions
Transmission and receipt of a message to effect some kind of action

35. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

36. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'

37. Identify the techniques used in asking questions & to include...
A) check things out & b) give a response and reason
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 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

38. Identify the categories of relationships and feelings 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) positive & b) negative & c) neutral
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Selecting the best way to make requests

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) behavior & b) appearance & c) environment
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) position & b) observe & c) posture & d) listen

40. Identify the steps in handling request & to include...
A) use the 5WH method & b) reflect on answers and recycle
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason

41. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A polite request & using 'please' or 'would appreciate'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

42. Identify the levels of responding & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Identifying the behavior/action desired
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) content & b) feeling & c) feeling and meaning

43. Identify the components of the 5WH method as asking...
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
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 intensity & b) respond to feeling

44. Identify steps involved in making requests & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) take appropriate action
Selecting the best way to make requests
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

45. Identify the major categories of energy levels and describe their respective characteristics as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) low & b) moderate & c) high
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) handling requests & b) making requests & c) reinforcing behavior

46. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

47. Identify the elements of reinforcing behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Identifying the behavior/action desired
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to capture in words the specific feelings being presented by inmate

48. Identify that inferences are more likely to be...
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)
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

49. Define 'responding to content' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Selecting the best way to make requests
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

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