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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. Explain 'sizing up a situation as...
A) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities
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

2. 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 polite request & using 'please' or 'would appreciate'
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) where he/she lives & b) where he/she works & c) where he/she learns

3. Identify one major element of positioning & to include...
Keeping a safe distance
A) low & b) moderate & c) high
Open up communications with inmate rather than shutting it off
A) ability to size up the situation & b) ability to communicate well with inmates

4. Explain that nonverbal communication can...

5. 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...
Holding your body in such a way to show strength & confidence & interest and control
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously

6. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

7. Identify three major elements of positioning & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Taken very seriously
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'
Open up communications with inmate rather than shutting it off

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

10. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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) check things out & b) give a response and reason

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior

12. Identify the categories of relationships and feelings as...
A) inform & b) persuade & c) entertain & d) indicate action
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) positive & b) negative & c) neutral

13. Identify the levels of responding & to include...
Reflect a person's prejudice and attitude
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) content & b) feeling & c) feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

14. Identify the 'add-on' skills in interpersonal communication & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) responding & b) asking questions
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) volume & b) emotion & c) pitch

15. Identify three characteristics of voice Which may be used to determine intensity & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

16. Identify the steps in handling request & to include...
The ability to capture in words the specific feelings being presented by inmate
Keeping a safe distance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) give a response and reason

17. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously

18. Define 'softening a request' as...
The ability to capture in words the specific feelings being presented by inmate
Keeping a safe distance
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

19. Identify the elements of reinforcing behavior as...
A) behavior & b) appearance & c) environment
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
A) reflect on feeling and intensity & b) respond to feeling

20. Two skills an officer needs for effective interpersonal communications...
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
A) ability to size up the situation & b) ability to communicate well with inmates
Holding your body in such a way to show strength & confidence & interest and control

21. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen
Ability to control inmate behavior
A) who & b) what & c) why & d) where & e) when & f) how

22. 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) 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

23. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions

24. Identify the techniques used in asking questions & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how

25. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) who & b) what & c) why & d) where & e) when & f) how
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

26. List various basic feeling words & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired
Taken very seriously

27. Identify two primary components of observing & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Taken very seriously
Open up communications with inmate rather than shutting it off
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

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

29. 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
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral

30. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Reflect a person's prejudice and attitude
Transmission and receipt of a message to effect some kind of action

31. Identify the steps in handling request & 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) check things out & b) give a response and reason
Selecting the best way to make requests
A) happy & b) angry & c) confused & d) sad & e) scared

32. 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
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'

33. Identify that inferences are more likely to be...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) use the 5WH method & b) reflect on answers and recycle

34. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Active involvement in most activities

35. Explain 'sizing up a situation as...
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings

36. Identify steps in listening & to include...
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
Identifying the behavior/action desired

37. Define 'posturing' as...
A) reflect on What was seen and heard & b) use a responding format
Holding your body in such a way to show strength & confidence & interest and control
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

38. Define 'controlling behavior' as...
A) position & b) observe & c) posture & d) listen
Reflect a person's prejudice and attitude
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

39. Define 'responding to content' as...
A) responding & b) asking questions
A) positive & b) negative & c) neutral
The ability to capture in words the specific feelings being presented by inmate
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

40. Identify components of good posturing & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) position & b) observe & c) posture & d) listen
A) check things out & b) take appropriate action

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

42. Identify one primary components of observing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) feeling cues & b) relationships & c) energy levels & d) values
Look carefully

43. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Keeping a safe distance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Transmission and receipt of a message to effect some kind of action

44. Explain that the statement 'human actions determine human reactions' means...
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle

45. Identify one consideration for giving inmate a reason for your response & 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

46. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) inform & b) persuade & c) entertain & d) indicate action
A) positive & b) negative & c) neutral
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

47. 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) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) give a response and reason
Taken very seriously

48. Identify the techniques used in asking questions & to include...
A) content & b) feeling & c) feeling and meaning
Identifying the behavior/action desired
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

49. List various basic feeling words & to include...
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
Ability to control inmate behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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