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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 that nonverbal communication can...

2. Identify the elements of reinforcing behavior as...
A) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on What was seen and heard & b) use a responding format
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

3. Define 'softening a request' 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
A) check things out & b) take appropriate action
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 administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

4. Identify aspects considered during the initial stage of observing & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) behavior & b) appearance & c) environment

5. Identify various necessary elements in checking things out & to include...
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
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

6. Explain that the statement 'human actions determine human reactions' means...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) behavior & b) appearance & c) environment
A) check things out & b) give a response and reason

7. Identify steps in listening & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Keeping a safe distance
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

8. Define ' direct request format' as...
A) use the 5WH method & b) reflect on answers and recycle
A) check things out & b) give a response and reason
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment

9. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) volume & b) emotion & c) pitch
Keeping a safe distance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

10. Identify two primary components of observing & to include...
Keeping a safe distance
A) who & b) what & c) why & d) where & e) when & f) how
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Selecting the best way to make requests

11. Identify one major element of positioning & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Keeping a safe distance
A) check things out & b) take appropriate action
Ability to control inmate behavior

12. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) inform & b) persuade & c) entertain & d) indicate action

13. Identify one consideration for giving inmate a reason for your response & 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
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use the 5WH method & b) reflect on answers and recycle

14. Identify steps in responding to feeling and meaning & 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)
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on feeling and reason & b) respond to feeling and meaning

15. Two skills an officer needs for effective interpersonal communications...
Keeping a safe distance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) ability to size up the situation & b) ability to communicate well with inmates
A) feeling cues & b) relationships & c) energy levels & d) values

16. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Open up communications with inmate rather than shutting it off
A) volume & b) emotion & c) pitch
A polite request & using 'please' or 'would appreciate'
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)

17. Explain 'sizing up a situation as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) happy & b) angry & c) confused & d) sad & e) scared
Keeping a safe distance

18. Identify the elements of reinforcing behavior as...
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

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

20. Identify various necessary elements in checking things out & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) handling requests & b) making requests & c) reinforcing behavior
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)

21. List various basic feeling words & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) inform & b) persuade & c) entertain & d) indicate action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) happy & b) angry & c) confused & d) sad & e) scared

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

23. Identify the categories of relationships and feelings as...
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

24. 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
A) handling requests & b) making requests & c) reinforcing behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) content & b) feeling & c) feeling and meaning

25. Define 'responding to content' as...
A) feeling cues & b) relationships & c) energy levels & d) values
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

26. List the application skills used in controlling behavior as...
A) content & b) feeling & c) feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
A) handling requests & b) making requests & c) reinforcing behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

27. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Selecting the best way to make requests
Ability to control inmate behavior

28. Define 'responding to feeling' as...
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

29. Define 'responding to content' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) volume & b) emotion & c) pitch
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and reason & b) respond to feeling and meaning

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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and intensity & b) respond to feeling
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

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

32. Explain that questions are used in addition to the basic skills and responding techniques to...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Gathering information quickly and accurately regarding What is occurring in the surroundings
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

33. Identify steps involved in making requests & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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
Look carefully

34. Identify three major elements of positioning & 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use the 5WH method & b) reflect on answers and recycle
Identifying the behavior/action desired

35. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Look carefully
A) where he/she lives & b) where he/she works & c) where he/she learns
Active involvement in most activities

36. Identify one primary components of observing & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Look carefully

37. Identify various questions to be asked in reflecting & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

38. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

39. Define 'controlling behavior' as...
A) position & b) observe & c) posture & d) listen
A) content & b) feeling & c) feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

40. 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)
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) position & b) observe & c) posture & d) listen
Ability to control inmate behavior

41. Identify components of good posturing & to include...
A) check things out & b) take appropriate action
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

42. Identify the components of the 5WH method as asking...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) who & b) what & c) why & d) where & e) when & f) how
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

43. Identify the three basic environments of every individual & to include...
Keeping a safe distance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) where he/she lives & b) where he/she works & c) where he/she learns

44. Identify the steps involved in 'sizing up a situation &' to include...
Keeping a safe distance
The ability to capture in words the specific feelings being presented by inmate
A) where he/she lives & b) where he/she works & c) where he/she learns
A) position & b) observe & c) posture & d) listen

45. Explain clues that can be used to develop inferences & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) feeling cues & b) relationships & c) energy levels & d) values
A) where he/she lives & b) where he/she works & c) where he/she learns
A) inform & b) persuade & c) entertain & d) indicate action

46. Identify that inferences are more likely to be...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Open up communications with inmate rather than shutting it off
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

47. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) check things out & b) give a response and reason
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

48. Identify the three basic environments of every individual & to include...
A) handling requests & b) making requests & c) reinforcing behavior
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

49. Identify steps of responding to content & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
A) content & b) feeling & c) feeling and meaning

50. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) handling requests & b) making requests & c) reinforcing behavior
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) take appropriate action