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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 various necessary elements in checking things out & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

2. Explain that the statement 'human actions determine human reactions' means...
A) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Reflect a person's prejudice and attitude
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

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

4. Explain 'sizing up a situation as...
A) reflect on What was seen and heard & b) use a responding format
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

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...
The ability to capture in words the specific feelings being presented by inmate
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

6. Explain clues that can be used to develop inferences & to include...
Refer the inmate to a counselor or other specialist at the facility
A) feeling cues & b) relationships & c) energy levels & d) values
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Ability to control inmate behavior

7. Explain that questions are used in addition to the basic skills and responding techniques to...
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)
Look carefully
Open up communications with inmate rather than shutting it off
A) inform & b) persuade & c) entertain & d) indicate action

8. Identify steps of responding to content & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior

9. Identify three major elements of positioning & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

10. Identify the purpose of communication & to include...
A) positive & b) negative & c) neutral
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high
Ability to control inmate behavior

11. Identify two considerations for giving inmate a reason for your response & to include...
Active involvement in most activities
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
Holding your body in such a way to show strength & confidence & interest and control

12. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) happy & b) angry & c) confused & d) sad & e) scared
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

13. Define 'responding to content' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Transmission and receipt of a message to effect some kind of action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Holding your body in such a way to show strength & confidence & interest and control

14. 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
Taken very seriously
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

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

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

17. Define 'controlling behavior' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

18. Identify the categories of relationships and feelings as...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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
A) positive & b) negative & c) neutral

19. Define 'taking action' as...
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
Taken very seriously
Taken very seriously

20. Identify one major element of positioning & to include...
Look carefully
Keeping a safe distance
A) check things out & b) give a response and reason
Active involvement in most activities

21. Identify aspects considered during the initial stage of observing & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) behavior & b) appearance & c) environment
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) inform & b) persuade & c) entertain & d) indicate action

22. Define 'softening a request' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Refer the inmate to a counselor or other specialist at the facility
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

23. Identify one primary components of observing & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Look carefully
A) where he/she lives & b) where he/she works & c) where he/she learns
A polite request & using 'please' or 'would appreciate'

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

25. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired
Transmission and receipt of a message to effect some kind of action

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities

27. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) responding & b) asking questions
A) inform & b) persuade & c) entertain & d) indicate action
Taken very seriously

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

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

30. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) behavior & b) appearance & c) environment
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)
Keeping a safe distance

31. Identify various questions to be asked in reflecting & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

32. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Ability to control inmate behavior
A) content & b) feeling & c) feeling and meaning

33. Identify steps in responding to feeling and meaning & to include...
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and reason & b) respond to feeling and meaning

34. Define 'reinforcing behavior' as...
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
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings

35. Identify steps in listening & to include...
Look carefully
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

36. Identify one consideration for giving inmate a reason for your response & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

37. Identify several things an officer might look for when first coming on shift & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) take appropriate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

38. Identify the techniques used in asking questions & to include...
A) behavior & b) appearance & c) environment
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
A) use the 5WH method & b) reflect on answers and recycle

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

40. 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) positive & b) negative & c) neutral
A) check things out & b) take appropriate action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

41. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Identifying the behavior/action desired
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason

42. Define 'softening a request' as...
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

43. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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) behavior & b) appearance & c) environment
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

44. Identify steps in responding to feeling and meaning & to include...
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 reason & b) respond to feeling and meaning
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

45. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

46. Explain that nonverbal communication can...

47. Define 'taking action' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) who & b) what & c) why & d) where & e) when & f) how
Selecting the best way to make requests

48. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Selecting the best way to make requests
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) volume & b) emotion & c) pitch
A) happy & b) angry & c) confused & d) sad & e) scared

49. Define ' direct request format' 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
Holding your body in such a way to show strength & confidence & interest and control
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

50. Identify various necessary elements in checking things out & to include...
A) volume & b) emotion & c) pitch
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) check things out & b) take appropriate action