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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. Define ' direct request format' as...
Identifying the behavior/action desired
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

2. 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
Identifying the behavior/action desired
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on What was seen and heard & b) use a responding format

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) reflect on What was seen and heard & b) use a responding format
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

4. Define 'posturing' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Holding your body in such a way to show strength & confidence & interest and control

5. Explain that questions are used in addition to the basic skills and responding techniques to...
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
Open up communications with inmate rather than shutting it off
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

6. Identify various questions to be asked in reflecting & to include...
Refer the inmate to a counselor or other specialist at the facility
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

7. 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
Holding your body in such a way to show strength & confidence & interest and control
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

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

9. Define 'controlling behavior' as...
Open up communications with inmate rather than shutting it off
Reflect a person's prejudice and attitude
A) volume & b) emotion & c) pitch
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

10. Identify the levels of responding & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests
Look carefully

11. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Active involvement in most activities
The ability to capture in words the specific feelings being presented by inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

12. 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Gathering information quickly and accurately regarding What is occurring in the surroundings
A polite request & using 'please' or 'would appreciate'

13. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) where he/she lives & b) where he/she works & c) where he/she learns

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Gathering information quickly and accurately regarding What is occurring in the surroundings
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)

15. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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
Refer the inmate to a counselor or other specialist at the facility
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

16. Identify two considerations for giving inmate a reason for your response & to include...
A) reflect on What was seen and heard & b) use a responding format
Identifying the behavior/action desired
A) reflect on feeling and intensity & b) respond to feeling
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

17. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Ability to control inmate behavior
A) check things out & b) give a response and reason
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) positive & b) negative & c) neutral

18. Explain clues that can be used to develop inferences & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) behavior & b) appearance & c) environment
A) feeling cues & b) relationships & c) energy levels & d) values

19. Identify one consideration for giving inmate a reason for your response & to include...
A polite request & using 'please' or 'would appreciate'
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

20. Identify two primary components of observing & to include...
A) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate
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

21. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) positive & b) negative & c) neutral
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) give a response and reason

22. Identify aspects considered during the initial stage 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)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) behavior & b) appearance & c) environment
Taken very seriously

23. Identify that inferences are more likely to be...
The ability to capture in words the specific feelings being presented by inmate
Selecting the best way to make requests
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Identifying the behavior/action desired

24. Define 'softening a request' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taken very seriously
A) check things out & b) take appropriate action

25. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions
A) check things out & b) take appropriate action
A) check things out & b) take appropriate action

26. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

27. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use the 5WH method & b) reflect on answers and recycle
A) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities

28. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Active involvement in most activities
A) inform & b) persuade & c) entertain & d) indicate action
Identifying the behavior/action desired

29. Define 'responding to content' as...
A) volume & b) emotion & c) pitch
A) responding & b) asking questions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) inform & b) persuade & c) entertain & d) indicate action

30. Identify aspects considered during the initial stage of observing & to include...
A) position & b) observe & c) posture & d) listen
A) positive & b) negative & c) neutral
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) behavior & b) appearance & c) environment

31. Identify the levels of responding & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) content & b) feeling & c) feeling and meaning
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

32. Identify the steps involved in 'sizing up a situation &' to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling

33. Identify the steps in handling request & 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) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) give a response and reason

34. 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
Keeping a safe distance
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

35. Identify that inferences are more likely to be...
A) positive & b) negative & c) neutral
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

36. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously
A) position & b) observe & c) posture & d) listen
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

37. Identify steps in responding to feeling and meaning & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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 reason & b) respond to feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

38. Define 'responding to feeling' as...
Reflect a person's prejudice and attitude
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired
The ability to capture in words the specific feelings being presented by inmate

39. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Ability to control inmate behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) position & b) observe & c) posture & d) listen

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

41. Identify the 'add-on' skills in interpersonal communication & 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) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests
A) responding & b) asking questions

42. Define 'taking action' as...
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
Look carefully
Holding your body in such a way to show strength & confidence & interest and control

43. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Look carefully

44. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) content & b) feeling & c) feeling and meaning

45. Explain that nonverbal communication can...

46. Identify the elements of reinforcing behavior 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) ability to size up the situation & b) ability to communicate well with inmates
A) feeling cues & b) relationships & c) energy levels & d) values
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

47. Explain 'sizing up a situation as...
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
A) position & b) observe & c) posture & d) listen
Keeping a safe distance

48. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen
Holding your body in such a way to show strength & confidence & interest and control

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

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