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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 aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
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)
Refer the inmate to a counselor or other specialist at the facility
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

2. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) where he/she lives & b) where he/she works & c) where he/she learns
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

3. Identify the steps in handling request & to include...
Open up communications with inmate rather than shutting it off
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) give a response and reason

4. Identify steps in responding to feeling & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and intensity & b) respond to feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning

5. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

6. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

7. Identify three major elements of positioning & to include...
A) check things out & b) give a response and reason
Selecting the best way to make requests
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

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

9. Identify steps in listening & to include...
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

10. 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)
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

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) give a response and reason
Open up communications with inmate rather than shutting it off
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)

12. 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
Keeping a safe distance
Active involvement in most activities
A) check things out & b) give a response and reason

13. Identify steps in responding to feeling and meaning & to include...
A) check things out & b) take appropriate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and reason & b) respond to feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings

14. Define 'interpersonal communication' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Open up communications with inmate rather than shutting it off
A) responding & b) asking questions
Transmission and receipt of a message to effect some kind of action

15. Identify various necessary elements in checking things out & 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

16. Identify components of good posturing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

17. Identify the major categories of energy levels and describe their respective characteristics as...
Open up communications with inmate rather than shutting it off
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) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high

18. Identify that inferences are more likely to be...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) behavior & b) appearance & c) environment
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and intensity & b) respond to feeling

19. Identify the steps involved in 'sizing up a situation &' 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) position & b) observe & c) posture & d) listen
A) reflect on What was seen and heard & b) use a responding format
A) low & b) moderate & c) high

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

21. Define ' direct request format' as...
Identifying the behavior/action desired
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Refer the inmate to a counselor or other specialist at the facility
A) who & b) what & c) why & d) where & e) when & f) how

22. Identify steps in responding to feeling & to include...
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
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 polite request & using 'please' or 'would appreciate'

23. Identify the steps involved in 'sizing up a situation &' to include...
A) reflect on feeling and intensity & b) respond to feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) position & b) observe & c) posture & d) listen

24. Identify the three basic environments of every individual & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use the 5WH method & b) reflect on answers and recycle
Reflect a person's prejudice and attitude
A) where he/she lives & b) where he/she works & c) where he/she learns

25. List various basic feeling words & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to capture in words the specific feelings being presented by inmate
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared

26. Explain that the statement 'human actions determine human reactions' means...
Reflect a person's prejudice and attitude
A) responding & b) asking questions
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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)

27. Define ' direct request format' as...
Identifying the behavior/action desired
A) reflect on feeling and intensity & b) respond to feeling
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Active involvement in most activities
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action

29. Identify that inferences are more likely to be...
A) responding & b) asking questions
A) position & b) observe & c) posture & d) listen
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

30. Explain clues that can be used to develop inferences & to include...
A) behavior & b) appearance & c) environment
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) feeling cues & b) relationships & c) energy levels & d) values
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

31. 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) handling requests & b) making requests & c) reinforcing behavior
A) ability to size up the situation & b) ability to communicate well with inmates
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

32. Identify two considerations for giving inmate a reason for your response & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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

33. Identify the purpose of communication & 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch

34. Identify various necessary elements in checking things out & to include...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

35. Identify the techniques used in asking questions & to include...
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities
Look carefully
A) use the 5WH method & b) reflect on answers and recycle

36. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) content & b) feeling & c) feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

37. Identify two primary components of observing & to include...
A) position & b) observe & c) posture & d) listen
A) positive & b) negative & c) neutral
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Look carefully

38. 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
A) happy & b) angry & c) confused & d) sad & e) scared
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) content & b) feeling & c) feeling and meaning

39. Identify various questions to be asked in reflecting & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

41. Identify techniques to use in taking action & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taken very seriously
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on What was seen and heard & b) use a responding format

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
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)

43. Identify two primary components of observing & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

44. Explain that questions are used in addition to the basic skills and responding techniques to...
A) happy & b) angry & c) confused & d) sad & e) scared
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Open up communications with inmate rather than shutting it off

45. Explain 'sizing up a situation as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) position & b) observe & c) posture & d) listen
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) give a response and reason

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

47. Identify steps of responding to content & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on What was seen and heard & b) use a responding format
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

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

49. 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
A) behavior & b) appearance & c) environment
A) inform & b) persuade & c) entertain & d) indicate action
Taken very seriously

50. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Selecting the best way to make requests