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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 steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Reflect a person's prejudice and attitude
A) reflect on feeling and intensity & b) respond to feeling
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

2. Define 'reinforcing behavior' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

3. Identify steps in listening & to include...
Identifying the behavior/action desired
A) volume & b) emotion & c) pitch
A) responding & b) asking questions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

4. Identify the steps in handling request & to include...
A) positive & b) negative & c) neutral
A) check things out & b) give a response and reason
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

5. Identify steps involved in making requests & to include...
A) behavior & b) appearance & c) environment
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

6. 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) ability to size up the situation & b) ability to communicate well with inmates
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

7. Identify three major elements of positioning & to include...
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Holding your body in such a way to show strength & confidence & interest and control

8. 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
Reflect a person's prejudice and attitude
Refer the inmate to a counselor or other specialist at the facility

9. Identify the levels of responding & to include...
A) content & b) feeling & c) 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
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

10. Define 'reinforcing behavior' as...
A) inform & b) persuade & c) entertain & d) indicate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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

11. Identify the levels of responding & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) content & b) feeling & c) feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance

12. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch
A) inform & b) persuade & c) entertain & d) indicate action

13. List various basic feeling words & 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
Keeping a safe distance
A) happy & b) angry & c) confused & d) sad & e) scared
A) where he/she lives & b) where he/she works & c) where he/she learns

14. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Reflect a person's prejudice and attitude

15. Identify two primary components of observing & to include...
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
Selecting the best way to make requests
A) behavior & b) appearance & c) environment

16. Explain that nonverbal communication can...

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17. Identify the steps involved in 'sizing up a situation &' to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) position & b) observe & c) posture & d) listen
A) who & b) what & c) why & d) where & e) when & f) how
A) happy & b) angry & c) confused & d) sad & e) scared

18. Identify two primary components of observing & to include...
A) use the 5WH method & b) reflect on answers and recycle
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) positive & b) negative & c) neutral

19. List the application skills used in controlling behavior as...
Reflect a person's prejudice and attitude
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and reason & b) respond to feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle

20. Identify the major categories of energy levels and describe their respective characteristics as...
A) volume & b) emotion & c) pitch
Holding your body in such a way to show strength & confidence & interest and control
A) low & b) moderate & c) high
A) reflect on feeling and intensity & b) respond to feeling

21. Explain clues that can be used to develop inferences & to include...
Keeping a safe distance
A) feeling cues & b) relationships & c) energy levels & d) values
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

22. Identify the 'add-on' skills in interpersonal communication & to include...
Holding your body in such a way to show strength & confidence & interest and control
Open up communications with inmate rather than shutting it off
A) responding & b) asking questions
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

23. 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment

24. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and intensity & b) respond to feeling
The ability to capture in words the specific feelings being presented by inmate

25. Explain that questions are used in addition to the basic skills and responding techniques to...
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
A) use the 5WH method & b) reflect on answers and recycle
A) ability to size up the situation & b) ability to communicate well with inmates

26. Define 'responding to feeling' as...
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to capture in words the specific feelings being presented by inmate

27. Identify the three basic environments of every individual & to include...
A) check things out & b) take appropriate action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) low & b) moderate & c) high

28. Identify the components of the 5WH method as asking...
Reflect a person's prejudice and attitude
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) who & b) what & c) why & d) where & e) when & f) how
A) content & b) feeling & c) feeling and meaning

29. Identify steps in responding to feeling and meaning & to include...
A) handling requests & b) making requests & c) reinforcing behavior
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning

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

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31. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) low & b) moderate & c) high
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

32. Define ' direct request format' as...
Active involvement in most activities
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

33. Explain 'sizing up a situation as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) happy & b) angry & c) confused & d) sad & e) scared

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

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35. Define 'controlling behavior' as...
A) position & b) observe & c) posture & d) listen
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
A) use the 5WH method & b) reflect on answers and recycle

36. Identify that inferences are more likely to be...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taken very seriously
A) volume & b) emotion & c) pitch
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

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38. List the application skills used in controlling behavior as...
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

39. Identify two considerations for giving inmate a reason for your response & to include...
A) position & b) observe & c) posture & d) listen
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 polite request & using 'please' or 'would appreciate'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

40. Identify one consideration for giving inmate a reason for your response & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and intensity & b) respond to 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) volume & b) emotion & c) pitch

41. Identify techniques to use in taking action & to include...
A) check things out & b) take appropriate action
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

42. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
Look carefully

43. Define 'softening a request' as...
Active involvement in most activities
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The ability to capture in words the specific feelings being presented by inmate

44. Define 'taking action' as...
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
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

45. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) low & b) moderate & c) high
Ability to control inmate behavior
Open up communications with inmate rather than shutting it off

46. Identify one primary components of observing & to include...
A polite request & using 'please' or 'would appreciate'
Taken very seriously
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

47. List various basic feeling words & to include...
Reflect a person's prejudice and attitude
A) where he/she lives & b) where he/she works & c) where he/she learns
A) happy & b) angry & c) confused & d) sad & e) scared
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

48. 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) reflect on What was seen and heard & b) use a responding format
A) reflect on What was seen and heard & b) use a responding format

49. 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
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

50. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired
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)
Reflect a person's prejudice and attitude