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 levels of responding & to include...
Refer the inmate to a counselor or other specialist at the facility
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


2. Identify the steps in handling request & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) give a response and reason
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


3. Identify several things an officer might look for when first coming on shift & to include...
Ability to control inmate behavior
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
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


4. Define 'interpersonal communication' as...
Refer the inmate to a counselor or other specialist at the facility
A) handling requests & b) making requests & c) reinforcing behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Transmission and receipt of a message to effect some kind of action


5. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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) low & b) moderate & c) high


6. 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
Holding your body in such a way to show strength & confidence & interest and control
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Active involvement in most activities


7. Identify one major element of positioning & to include...
Keeping a safe distance
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Reflect a person's prejudice and attitude


8. Identify various necessary elements in checking things out & to include...
A) check things out & b) take appropriate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) where he/she lives & b) where he/she works & c) where he/she learns


9. 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...
Keeping a safe distance
Selecting the best way to make requests
Taken very seriously
A) responding & b) asking questions


10. Identify several things an officer might look for when first coming on shift & to include...
Ability to control inmate behavior
The ability to capture in words the specific feelings being presented by inmate
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


11. Define 'responding to content' as...
Identifying the behavior/action desired
A) reflect on feeling and reason & b) respond to feeling and meaning
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


12. Identify steps in responding to feeling & to include...
A) positive & b) negative & c) neutral
A) reflect on feeling and intensity & b) respond to feeling
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings


13. Explain that nonverbal communication can...

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14. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior


15. Define 'taking action' as...
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
Selecting the best way to make requests
A polite request & using 'please' or 'would appreciate'


16. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) feeling cues & b) relationships & c) energy levels & d) values
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


17. Identify the purpose of communication & to include...
Refer the inmate to a counselor or other specialist at the facility
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) inform & b) persuade & c) entertain & d) indicate action
Taken very seriously


18. 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
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
Open up communications with inmate rather than shutting it off
A) 'You're saying ________' & b) 'You look (or it looks) __________'


19. Define 'taking action' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests


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

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21. Identify the categories of relationships and feelings as...
A polite request & using 'please' or 'would appreciate'
A) positive & b) negative & c) neutral
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


22. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) happy & b) angry & c) confused & d) sad & e) scared
Look carefully
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)


23. Identify aspects considered during the initial stage of observing & to include...
Identifying the behavior/action desired
A) content & b) feeling & c) feeling and meaning
A) position & b) observe & c) posture & d) listen
A) behavior & b) appearance & c) environment


24. Identify steps in responding to feeling and meaning & to include...
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) feeling cues & b) relationships & c) energy levels & d) values
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


25. Identify components of good posturing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
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


26. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


27. Explain that nonverbal communication can...

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28. Explain that questions are used in addition to the basic skills and responding techniques to...
Transmission and receipt of a message to effect some kind of action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Open up communications with inmate rather than shutting it off


29. 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
Identifying the behavior/action desired
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


30. Identify steps in responding to feeling & to include...
A) check things out & b) give a response and reason
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


31. Explain 'sizing up a situation as...
Look carefully
Selecting the best way to make requests
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)


32. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
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) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling


33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Open up communications with inmate rather than shutting it off
A) who & b) what & c) why & d) where & e) when & f) how
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)
Taken very seriously


34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) responding & b) asking questions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


35. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning
A) volume & b) emotion & c) pitch


36. Identify two primary components of observing & to include...
Taken very seriously
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


37. 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)
A) inform & b) persuade & c) entertain & d) indicate action
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


38. Define 'interpersonal communication' as...
Open up communications with inmate rather than shutting it off
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action


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
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)
Taken very seriously
A) use the 5WH method & b) reflect on answers and recycle


40. List various basic feeling words & 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) responding & b) asking questions
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared


41. Identify the techniques used in asking questions & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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) volume & b) emotion & c) pitch
A) use the 5WH method & b) reflect on answers and recycle


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

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43. Identify the three basic environments of every individual & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) where he/she lives & b) where he/she works & c) where he/she learns
Taken very seriously


44. Identify techniques to use in taking action & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) positive & b) negative & c) neutral
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling


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

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46. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) content & b) feeling & c) feeling and meaning
The ability to capture in words the specific feelings being presented by inmate


47. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) 'You're saying ________' & b) 'You look (or it looks) __________'
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) volume & b) emotion & c) pitch


48. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A polite request & using 'please' or 'would appreciate'
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) responding & b) asking questions


49. Two skills an officer needs for effective interpersonal communications...
A) responding & b) asking questions
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) ability to size up the situation & b) ability to communicate well with inmates


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

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