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Interpersonal Skills

Instructions:

Answer 50 questions in 20 minutes. 2 minutes extra for reading the instructions.
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 'add-on' skills in interpersonal communication & to include...
Selecting the best way to make requests
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

2. 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
Reflect a person's prejudice and attitude
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) inform & b) persuade & c) entertain & d) indicate action

3. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

4. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
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) check things out & b) take appropriate action

5. Identify the components of the 5WH method as asking...
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
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

6. Explain 'sizing up a situation as...
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)
A) reflect on feeling and intensity & b) respond to feeling
A polite request & using 'please' or 'would appreciate'

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

8. 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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) where he/she lives & b) where he/she works & c) where he/she learns

9. 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) 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

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

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

12. Explain that nonverbal communication can...

13. Define 'responding to feeling' as...
A) positive & b) negative & c) neutral
The ability to capture in words the specific feelings being presented by inmate
A) content & b) feeling & c) feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'

14. Identify two primary components of observing & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) position & b) observe & c) posture & d) listen
A) where he/she lives & b) where he/she works & c) where he/she learns
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

15. Identify three major elements of positioning & to include...
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

16. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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

17. Identify the elements of reinforcing behavior as...
A) check things out & b) take appropriate action
A) ability to size up the situation & b) ability to communicate well with inmates
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Gathering information quickly and accurately regarding What is occurring in the surroundings

18. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment
Gathering information quickly and accurately regarding What is occurring in the surroundings

19. Explain that questions are used in addition to the basic skills and responding techniques to...
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Open up communications with inmate rather than shutting it off
A) low & b) moderate & c) high

20. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) handling requests & b) making requests & c) reinforcing behavior
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) feeling cues & b) relationships & c) energy levels & d) values

21. Identify steps involved in making requests & to include...
A) positive & b) negative & c) neutral
Transmission and receipt of a message to effect some kind of action
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action

22. Explain clues that can be used to develop inferences & to include...
A polite request & using 'please' or 'would appreciate'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of action

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

24. Identify three major elements of positioning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
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)
A) positive & b) negative & c) neutral

25. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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
The ability to capture in words the specific feelings being presented by inmate
Look carefully

26. Identify techniques to use in taking action & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) low & b) moderate & c) high
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

27. List the application skills used in controlling behavior as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Ability to control inmate behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) content & b) feeling & c) feeling and meaning

28. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Active involvement in most activities
A) reflect on feeling and intensity & b) respond to feeling

29. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
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

30. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

31. Identify techniques to use in taking action & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Refer the inmate to a counselor or other specialist at the facility
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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 two primary components of observing & to include...
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) content & b) feeling & c) feeling and meaning

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

34. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Ability to control inmate behavior
A) happy & b) angry & c) confused & d) sad & e) scared
A) responding & b) asking questions

35. Define 'interpersonal communication' as...
A) low & b) moderate & c) high
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
A) position & b) observe & c) posture & d) listen

36. Identify the levels of responding & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
Look carefully

37. Identify several things an officer might look for when first coming on shift & to include...
Transmission and receipt of a message to effect some kind of action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action

38. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) handling requests & b) making requests & c) reinforcing behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

39. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) give a response and reason
A) where he/she lives & b) where he/she works & c) where he/she learns

40. Identify one major element of positioning & to include...
Keeping a safe distance
A) content & b) feeling & c) feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
Selecting the best way to make requests

41. 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) 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
Identifying the behavior/action desired

42. Define 'taking action' as...
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Gathering information quickly and accurately regarding What is occurring in the surroundings

43. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reflect on What was seen and heard & b) use a responding format
A) use the 5WH method & b) reflect on answers and recycle
Refer the inmate to a counselor or other specialist at the facility
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

44. List various basic feeling words & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) happy & b) angry & c) confused & d) sad & e) scared
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reflect on What was seen and heard & b) use a responding format

45. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) position & b) observe & c) posture & d) listen
Keeping a safe distance
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities

46. Identify one major element of positioning & to include...
Ability to control inmate behavior
A) ability to size up the situation & b) ability to communicate well with inmates
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

47. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully

48. Identify various necessary elements in checking things out & to include...
Transmission and receipt of a message to effect some kind of action
A) feeling cues & b) relationships & c) energy levels & d) values
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Selecting the best way to make requests

49. List the application skills used in controlling behavior as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully

50. Identify one consideration for giving inmate a reason for your response & 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
A) where he/she lives & b) where he/she works & c) where he/she learns
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)