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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 steps involved in making requests & to include...
A) responding & b) asking questions
Ability to control inmate behavior
A) check things out & b) take appropriate action
A polite request & using 'please' or 'would appreciate'

2. Identify steps of responding to content & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
The ability to capture in words the specific feelings being presented by inmate
A) reflect on What was seen and heard & b) use a responding format
Refer the inmate to a counselor or other specialist at the facility

3. 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) where he/she lives & b) where he/she works & c) where he/she learns
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

4. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Ability to control inmate behavior
A) feeling cues & b) relationships & c) energy levels & d) values

5. Identify steps in responding to feeling and meaning & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and reason & b) respond to feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle
A) reflect on feeling and intensity & b) respond to feeling

6. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
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'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

7. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Refer the inmate to a counselor or other specialist at the facility
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Selecting the best way to make requests

8. Identify three major elements of positioning & 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
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

9. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) position & b) observe & c) posture & d) listen
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

10. Identify one major element of positioning & to include...
A) low & b) moderate & c) high
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Keeping a safe distance
A) low & b) moderate & c) high

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Reflect a person's prejudice and attitude
Active involvement in most activities
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

12. Explain that the statement 'human actions determine human reactions' means...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on feeling and reason & b) respond to feeling and meaning
Selecting the best way to make requests

13. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on What was seen and heard & b) use a responding format
A) feeling cues & b) relationships & c) energy levels & d) values
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

14. Identify one primary components of observing & to include...
Keeping a safe distance
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
Look carefully
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

15. 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
Selecting the best way to make requests
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

16. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A polite request & using 'please' or 'would appreciate'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

18. 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 polite request & using 'please' or 'would appreciate'
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

19. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

20. 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
The ability to capture in words the specific feelings being presented by inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

21. Define 'responding to feeling' 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
The ability to capture in words the specific feelings being presented by inmate
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

22. Define 'controlling behavior' as...
A) reflect on feeling and intensity & b) respond to feeling
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle

23. Identify the categories of relationships and feelings as...
A) behavior & b) appearance & c) environment
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
A) positive & b) negative & c) neutral

24. Explain that nonverbal communication can...

25. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) volume & b) emotion & c) pitch
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on What was seen and heard & b) use a responding format

26. List various basic feeling words & to include...
Identifying the behavior/action desired
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

27. Explain that nonverbal communication can...

28. List the application skills used in controlling behavior as...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) handling requests & b) making requests & c) reinforcing behavior
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

29. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Reflect a person's prejudice and attitude
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) take appropriate action

30. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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

31. Two skills an officer needs for effective interpersonal communications...
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
A) ability to size up the situation & b) ability to communicate well with inmates
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

32. Two skills an officer needs for effective interpersonal communications...
A polite request & using 'please' or 'would appreciate'
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

33. Identify the steps involved in 'sizing up a situation &' to include...
A) positive & b) negative & c) neutral
Selecting the best way to make requests
A) happy & b) angry & c) confused & d) sad & e) scared
A) position & b) observe & c) posture & d) listen

34. Explain that questions are used in addition to the basic skills and responding techniques to...
Active involvement in most activities
Open up communications with inmate rather than shutting it off
A) who & b) what & c) why & d) where & e) when & f) how
A) happy & b) angry & c) confused & d) sad & e) scared

35. Explain clues that can be used to develop inferences & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values
Identifying the behavior/action desired
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

36. Identify the major categories of energy levels and describe their respective characteristics as...
Identifying the behavior/action desired
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high

37. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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) 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 levels of responding & to include...
The ability to capture in words the specific feelings being presented by inmate
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) content & b) feeling & c) feeling and meaning

39. Define ' direct request format' as...
A) behavior & b) appearance & c) environment
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) use the 5WH method & b) reflect on answers and recycle
Identifying the behavior/action desired

40. Explain 'sizing up a situation as...
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch
Gathering information quickly and accurately regarding What is occurring in the surroundings
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

41. Identify the components of the 5WH method as asking...
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

42. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off

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

44. Identify the elements of reinforcing behavior as...
A polite request & using 'please' or 'would appreciate'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

45. Identify various necessary elements in checking things out & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) happy & b) angry & c) confused & d) sad & e) scared
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

46. Identify two primary components of observing & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
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
The ability to capture in words the specific feelings being presented by inmate

47. Identify steps of responding to content & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format
A) who & b) what & c) why & d) where & e) when & f) how

48. Identify one major element of positioning & to include...
Ability to control inmate behavior
A) inform & b) persuade & c) entertain & d) indicate action
Keeping a safe distance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

49. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Open up communications with inmate rather than shutting it off
A) low & b) moderate & c) high
A) volume & b) emotion & c) pitch

50. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
The ability to capture in words the specific feelings being presented by inmate
A) low & b) moderate & c) high
A) content & b) feeling & c) feeling and meaning