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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 major elements 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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

2. Two skills an officer needs for effective interpersonal communications...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) ability to size up the situation & b) ability to communicate well with inmates
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Reflect a person's prejudice and attitude

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

4. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
Transmission and receipt of a message to effect some kind of action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

5. Identify several things an officer might look for when first coming on shift & to include...
A polite request & using 'please' or 'would appreciate'
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) responding & b) asking questions
A) responding & b) asking questions

6. Two skills an officer needs for effective interpersonal communications...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) ability to size up the situation & b) ability to communicate well with inmates
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

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

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on What was seen and heard & b) use a responding format
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)
Gathering information quickly and accurately regarding What is occurring in the surroundings

9. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) happy & b) angry & c) confused & d) sad & e) scared
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) take appropriate action

10. Identify two considerations for giving inmate a reason for your response & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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 feeling and reason & b) respond to feeling and meaning
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

11. 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) 'You're saying ________' & b) 'You look (or it looks) __________'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

12. Identify one primary components of observing & to include...
Look carefully
Open up communications with inmate rather than shutting it off
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

13. Explain clues that can be used to develop inferences & to include...
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
A) feeling cues & b) relationships & c) energy levels & d) values
A) inform & b) persuade & c) entertain & d) indicate action

14. Define 'softening a request' as...
Refer the inmate to a counselor or other specialist at the facility
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Ability to control inmate behavior
Reflect a person's prejudice and attitude

15. Identify several things an officer might look for when first coming on shift & to include...
A) reflect on What was seen and heard & b) use a responding format
The ability to capture in words the specific feelings being presented by inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Ability to control inmate behavior

16. Identify one major element of positioning & to include...
A) responding & b) asking questions
Keeping a safe distance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taken very seriously

17. Identify the steps involved in 'sizing up a situation &' to include...
A polite request & using 'please' or 'would appreciate'
A) volume & b) emotion & c) pitch
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) position & b) observe & c) posture & d) listen

18. Explain that questions are used in addition to the basic skills and responding techniques to...
A) position & b) observe & c) posture & d) listen
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

19. Identify aspects considered during the initial stage of observing & to include...
Selecting the best way to make requests
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
A) behavior & b) appearance & c) environment

20. Identify the components of the 5WH method as asking...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) who & b) what & c) why & d) where & e) when & f) how
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

21. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Active involvement in most activities
Ability to control inmate behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'

22. Identify two considerations for giving inmate a reason for your response & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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
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

23. Identify various questions to be asked in reflecting & 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) inform & b) persuade & c) entertain & d) indicate action
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

24. Identify various questions to be asked in reflecting & to include...
Active involvement in most activities
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) positive & b) negative & c) neutral

25. Explain 'sizing up a situation as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) who & b) what & c) why & d) where & e) when & f) how
A) use the 5WH method & b) reflect on answers and recycle

26. Explain that nonverbal communication can...

27. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and reason & b) respond to feeling and meaning

28. 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) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Active involvement in most activities

29. Define 'controlling behavior' as...
A) happy & b) angry & c) confused & d) sad & e) scared
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

30. Identify aspects considered during the initial stage of observing & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) behavior & b) appearance & c) environment
A) low & b) moderate & c) high
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

31. 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...
Taken very seriously
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

32. Identify the three basic environments of every individual & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) ability to size up the situation & b) ability to communicate well with inmates
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) where he/she lives & b) where he/she works & c) where he/she learns

33. Define 'posturing' as...
A) use the 5WH method & b) reflect on answers and recycle
A) use the 5WH method & b) reflect on answers and recycle
Refer the inmate to a counselor or other specialist at the facility
Holding your body in such a way to show strength & confidence & interest and control

34. Identify the components of the 5WH method as asking...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

35. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) feeling cues & b) relationships & c) energy levels & d) values
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) 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

36. Identify the steps in handling request & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

37. List the application skills used in controlling behavior as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

38. Identify three major elements of positioning & to include...
Active involvement in most activities
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) check things out & b) take appropriate action

39. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off

40. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A polite request & using 'please' or 'would appreciate'
A) positive & b) negative & c) neutral
Identifying the behavior/action desired

41. Identify steps in responding to feeling & to include...
A) responding & b) asking questions
Ability to control inmate behavior
A) reflect on feeling and intensity & b) respond to feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

42. Define 'responding to content' as...
Open up communications with inmate rather than shutting it off
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired

43. Identify the steps involved in 'sizing up a situation &' to include...
Ability to control inmate behavior
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) position & b) observe & c) posture & d) listen
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

44. List various basic feeling words & to include...
Holding your body in such a way to show strength & confidence & interest and control
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) happy & b) angry & c) confused & d) sad & e) scared

45. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) low & b) moderate & c) high
A) behavior & b) appearance & c) environment

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

47. Define 'interpersonal communication' as...
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
Transmission and receipt of a message to effect some kind of action
Gathering information quickly and accurately regarding What is occurring in the surroundings

48. Identify one major element of positioning & to include...
Holding your body in such a way to show strength & confidence & interest and control
Keeping a safe distance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A polite request & using 'please' or 'would appreciate'

49. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Active involvement in most activities
Keeping a safe distance

50. Identify techniques to use in taking action & 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
The ability to capture in words the specific feelings being presented by inmate
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) feeling cues & b) relationships & c) energy levels & d) values