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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 three characteristics of voice Which may be used to determine intensity & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) volume & b) emotion & c) pitch
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

2. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) low & b) moderate & c) high
A) where he/she lives & b) where he/she works & c) where he/she learns

3. Identify aspects considered during the initial stage of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off

4. Identify steps in responding to feeling and meaning & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously

5. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Keeping a safe distance

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

7. 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) responding & b) asking questions
A) low & b) moderate & c) high
Transmission and receipt of a message to effect some kind of action

8. Identify the steps in handling request & to include...
A) volume & b) emotion & c) pitch
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Identifying the behavior/action desired
A) check things out & b) give a response and reason

9. Identify one major element of positioning & 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) 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
Keeping a safe distance

10. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

11. List the application skills used in controlling behavior as...
A) reflect on What was seen and heard & b) use a responding format
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) who & b) what & c) why & d) where & e) when & f) how

12. Define 'taking action' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Holding your body in such a way to show strength & confidence & interest and control
Refer the inmate to a counselor or other specialist at the facility
Selecting the best way to make requests

13. Identify steps in responding to feeling & to include...
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
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on feeling and reason & b) respond to feeling and meaning

14. Identify the steps involved in 'sizing up a situation &' to include...
A) check things out & b) give a response and reason
Taken very seriously
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) position & b) observe & c) posture & d) listen

15. List various basic feeling words & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) content & b) feeling & c) feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
A) ability to size up the situation & b) ability to communicate well with inmates

16. Identify the purpose of communication & to include...
Active involvement in most activities
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action

17. 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 skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) take appropriate action

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

19. Identify one primary components of observing & to include...
Open up communications with inmate rather than shutting it off
A) inform & b) persuade & c) entertain & d) indicate action
Look carefully
Ability to control inmate behavior

20. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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) take appropriate action

21. Explain clues that can be used to develop inferences & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) feeling cues & b) relationships & c) energy levels & d) values
A) where he/she lives & b) where he/she works & c) where he/she learns
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

22. Identify steps in listening & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) low & b) moderate & c) high
A) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

23. Define 'responding to feeling' as...
A) reflect on feeling and intensity & b) respond to feeling
Open up communications with inmate rather than shutting it off
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral

24. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'

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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Refer the inmate to a counselor or other specialist at the facility
A polite request & using 'please' or 'would appreciate'

26. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior
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

27. Identify the components of the 5WH method as asking...
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
A) positive & b) negative & c) neutral

28. Define 'interpersonal communication' as...
A) handling requests & b) making requests & c) reinforcing behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action
A) 'You're saying ________' & b) 'You look (or it looks) __________'

29. 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
Refer the inmate to a counselor or other specialist at the facility
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) take appropriate action

30. Identify techniques to use in taking action & to include...
Taken very seriously
Keeping a safe distance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) behavior & b) appearance & c) environment

31. Identify the elements of reinforcing behavior as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) position & b) observe & c) posture & d) listen
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

32. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) use the 5WH method & b) reflect on answers and recycle

33. Identify three major elements of positioning & 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
Active involvement in most activities
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

34. List the application skills used in controlling behavior as...
A) positive & b) negative & c) neutral
A) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) who & b) what & c) why & d) where & e) when & f) how

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

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

37. Identify the steps in handling request & to include...
Active involvement in most activities
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) content & b) feeling & c) feeling and meaning

38. Identify the major categories of energy levels and describe their respective characteristics as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning

39. Identify one consideration for giving inmate a reason for your response & 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)
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
Identifying the behavior/action desired
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

40. Identify components of good posturing & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) content & b) feeling & c) feeling and meaning

41. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Keeping a safe distance

42. Define 'responding to content' as...
A) positive & b) negative & c) neutral
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) ability to size up the situation & b) ability to communicate well with inmates

43. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) use the 5WH method & b) reflect on answers and recycle
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)
Taken very seriously

44. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) use the 5WH method & b) reflect on answers and recycle
A polite request & using 'please' or 'would appreciate'
Taken very seriously
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

45. Identify steps involved in making requests & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) check things out & b) take appropriate action
A) volume & b) emotion & c) pitch
The ability to capture in words the specific feelings being presented by inmate

46. Identify various questions to be asked in reflecting & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Ability to control inmate behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) who & b) what & c) why & d) where & e) when & f) how

47. Define 'reinforcing behavior' as...
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of 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

48. Explain that questions are used in addition to the basic skills and responding techniques to...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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)
Open up communications with inmate rather than shutting it off

49. Define 'posturing' as...
A) handling requests & b) making requests & c) reinforcing behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities

50. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) responding & b) asking questions
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Reflect a person's prejudice and attitude