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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 'taking action' as...
A) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

2. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
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
Identifying the behavior/action desired

3. Identify steps involved in making requests & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) volume & b) emotion & c) pitch
Reflect a person's prejudice and attitude
A) check things out & b) take appropriate action

4. Define 'softening a request' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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
Look carefully

5. Identify one major element of positioning & to include...
Keeping a safe distance
A) responding & b) asking questions
Selecting the best way to make requests
A) happy & b) angry & c) confused & d) sad & e) scared

6. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
A) low & b) moderate & c) high
A) position & b) observe & c) posture & d) listen

7. Identify one major element of positioning & to include...
Ability to control inmate behavior
Keeping a safe distance
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities

8. Identify the purpose of communication & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) inform & b) persuade & c) entertain & d) indicate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

9. Identify the three basic environments of every individual & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) handling requests & b) making requests & c) reinforcing behavior
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

10. Identify the techniques used in asking questions & to include...
A) check things out & b) give a response and reason
A) use the 5WH method & b) reflect on answers and recycle
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

11. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

12. 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning

13. Identify the 'add-on' skills in interpersonal communication & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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
A) responding & b) asking questions

14. 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taken very seriously
A) who & b) what & c) why & d) where & e) when & f) how

15. Define 'responding to feeling' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) positive & b) negative & c) neutral
The ability to capture in words the specific feelings being presented by inmate

16. 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) feeling cues & b) relationships & c) energy levels & d) values
A) position & b) observe & c) posture & d) listen
A polite request & using 'please' or 'would appreciate'

17. Identify two primary components of observing & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) check things out & b) take appropriate action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

18. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate
Refer the inmate to a counselor or other specialist at the facility

19. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Look carefully
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Ability to control inmate behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

20. Explain that questions are used in addition to the basic skills and responding techniques to...
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Open up communications with inmate rather than shutting it off

21. 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
Selecting the best way to make requests
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

22. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Keeping a safe distance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

23. Define 'posturing' as...
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values
Holding your body in such a way to show strength & confidence & interest and control
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

24. 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
A) responding & b) asking questions
A) volume & b) emotion & c) pitch
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

25. 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
A) use the 5WH method & b) reflect on answers and recycle
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

26. Identify several things an officer might look for when first coming on shift & 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
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)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

27. Identify one consideration for giving inmate a reason for your response & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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) reflect on What was seen and heard & b) use a responding format
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

28. Identify the elements of reinforcing behavior as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests

29. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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)
A) positive & b) negative & c) neutral

30. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

31. Identify that inferences are more likely to be...
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
A) use the 5WH method & b) reflect on answers and recycle
Transmission and receipt of a message to effect some kind of action

32. Identify the purpose of communication & 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
Refer the inmate to a counselor or other specialist at the facility
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) take appropriate action

33. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Identifying the behavior/action desired
Reflect a person's prejudice and attitude

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

35. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared
A) low & b) moderate & c) high

36. Identify the steps in handling request & to include...
Active involvement in most activities
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) give a response and reason
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

37. Define ' direct request format' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) behavior & b) appearance & c) environment
Identifying the behavior/action desired

38. Define 'posturing' as...
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning
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

39. Identify the steps in handling request & to include...
A) positive & b) negative & c) neutral
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) check things out & b) give a response and reason
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

40. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) responding & b) asking questions
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)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

41. Identify components of good posturing & to include...
Reflect a person's prejudice and attitude
Keeping a safe distance
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

42. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) 'You're saying ________' & b) 'You look (or it looks) __________'

43. Identify three characteristics of voice Which may be used to determine intensity & to include...
Reflect a person's prejudice and attitude
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'

44. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reflect on What was seen and heard & b) use a responding format
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

45. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior

46. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Transmission and receipt of a message to effect some kind of action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Refer the inmate to a counselor or other specialist at the facility
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

47. Explain clues that can be used to develop inferences & to include...
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) feeling cues & b) relationships & c) energy levels & d) values
Refer the inmate to a counselor or other specialist at the facility

48. List the application skills used in controlling behavior as...
Open up communications with inmate rather than shutting it off
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) handling requests & b) making requests & c) reinforcing behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

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

50. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch
Look carefully
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