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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...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

2. Identify the purpose of communication & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action
Look carefully

3. Explain clues that can be used to develop inferences & 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) feeling cues & b) relationships & c) energy levels & d) values
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

4. Define 'softening a request' as...
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
Selecting the best way to make requests
A) happy & b) angry & c) confused & d) sad & e) scared

5. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Reflect a person's prejudice and attitude
Ability to control inmate behavior
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

6. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
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
A) feeling cues & b) relationships & c) energy levels & d) values

7. Define 'posturing' as...
Selecting the best way to make requests
A) handling requests & b) making requests & c) reinforcing behavior
Holding your body in such a way to show strength & confidence & interest and control
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Taken very seriously
Look carefully
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

9. Identify various necessary elements in checking things out & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) volume & b) emotion & c) pitch
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) positive & b) negative & c) neutral

10. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
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
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

11. Explain that nonverbal communication can...

12. Identify techniques to use in taking action & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

13. Identify several things an officer might look for when first coming on shift & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

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

15. List various basic feeling words & to include...
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values
A) happy & b) angry & c) confused & d) sad & e) scared
A) inform & b) persuade & c) entertain & d) indicate action

16. Identify the elements of reinforcing behavior as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Keeping a safe distance
A) behavior & b) appearance & c) environment

17. 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
Taken very seriously
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

19. Two skills an officer needs for effective interpersonal communications...
Open up communications with inmate rather than shutting it off
A) low & b) moderate & c) high
Reflect a person's prejudice and attitude
A) ability to size up the situation & b) ability to communicate well with inmates

20. Identify the major categories of energy levels and describe their respective characteristics as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Taken very seriously
A polite request & using 'please' or 'would appreciate'
A) low & b) moderate & c) high

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

22. 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
Look carefully
A) feeling cues & b) relationships & c) energy levels & d) values
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

23. Identify the levels of responding & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

24. Identify that inferences are more likely to be...
A) reflect on feeling and reason & b) respond to feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) 'You're saying ________' & b) 'You look (or it looks) __________'

25. Define 'controlling behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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 the 5WH method & b) reflect on answers and recycle
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

26. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) reflect on feeling and intensity & b) respond to feeling
A) inform & b) persuade & c) entertain & d) indicate action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

27. Identify the steps involved in 'sizing up a situation &' to include...
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
A) position & b) observe & c) posture & d) listen
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

28. List the application skills used in controlling behavior as...
Identifying the behavior/action desired
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on What was seen and heard & b) use a responding format

29. Define 'responding to feeling' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A polite request & using 'please' or 'would appreciate'
The ability to capture in words the specific feelings being presented by inmate

30. Identify the 'add-on' skills in interpersonal communication & to include...
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
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates

31. List the application skills used in controlling behavior as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
Selecting the best way to make requests

32. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Ability to control inmate behavior

33. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reflect on feeling and reason & b) respond to feeling and meaning
Transmission and receipt of a message to effect some kind of action
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

34. Define 'responding to content' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) position & b) observe & c) posture & d) listen
Holding your body in such a way to show strength & confidence & interest and control
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

35. Explain that basic needs cannot be withheld and that inmate's request to fulfill a basic need that is guaranteed by law & policy or procedure must be...
A) low & b) moderate & c) high
Identifying the behavior/action desired
Taken very seriously
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

36. Explain that the statement 'human actions determine human reactions' means...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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) reflect on What was seen and heard & b) use a responding format

37. Identify two considerations for giving inmate a reason for your response & to include...
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) 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

38. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
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) low & b) moderate & c) high
A) feeling cues & b) relationships & c) energy levels & d) values

39. Define 'interpersonal communication' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Transmission and receipt of a message to effect some kind of action
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

40. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
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
Selecting the best way to make requests

41. Identify one major element of positioning & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Keeping a safe distance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

42. Identify the techniques used in asking questions & to include...
Holding your body in such a way to show strength & confidence & interest and control
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
A) use the 5WH method & b) reflect on answers and recycle

43. Define 'taking action' as...
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
A) reflect on feeling and intensity & b) respond to feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'

44. Identify two primary components of observing & 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
Selecting the best way to make requests
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

45. Identify steps in listening & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) who & b) what & c) why & d) where & e) when & f) how
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Transmission and receipt of a message to effect some kind of action

46. Identify the components of the 5WH method as asking...
The ability to capture in words the specific feelings being presented by inmate
Look carefully
A) who & b) what & c) why & d) where & e) when & f) how
Ability to control inmate behavior

47. Identify one primary components of observing & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates

48. Identify the categories of relationships and feelings as...
A) ability to size up the situation & b) ability to communicate well with inmates
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) positive & b) negative & c) neutral
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

49. Identify techniques to use in taking action & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) inform & b) persuade & c) entertain & d) indicate action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) ability to size up the situation & b) ability to communicate well with inmates
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action