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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 if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment
Refer the inmate to a counselor or other specialist at the facility

2. Define ' direct request format' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Identifying the behavior/action desired
Transmission and receipt of a message to effect some kind of action
Keeping a safe distance

3. Identify the techniques used in asking questions & to include...
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
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

4. Identify steps in responding to feeling & to include...
Open up communications with inmate rather than shutting it off
A) reflect on feeling and intensity & b) respond to feeling
A) volume & b) emotion & c) pitch
A) use the 5WH method & b) reflect on answers and recycle

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

6. Define 'posturing' as...
Keeping a safe distance
A polite request & using 'please' or 'would appreciate'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Holding your body in such a way to show strength & confidence & interest and control

7. 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
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)
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 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

8. Identify the 'add-on' skills in interpersonal communication & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) responding & b) asking questions
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling

9. Identify three major elements of positioning & to include...
Reflect a person's prejudice and attitude
Ability to control inmate behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) behavior & b) appearance & c) environment

10. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) handling requests & b) making requests & c) reinforcing behavior
Reflect a person's prejudice and attitude
Keeping a safe distance

11. Identify various questions to be asked in reflecting & to include...
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) inform & b) persuade & c) entertain & d) indicate action

12. List the application skills used in controlling behavior as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) feeling cues & b) relationships & c) energy levels & d) values
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) handling requests & b) making requests & c) reinforcing behavior

13. 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) check things out & b) give a response and reason
A) use the 5WH method & b) reflect on answers and recycle
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

14. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A polite request & using 'please' or 'would appreciate'
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired
Active involvement in most activities

15. Identify steps of responding to content & to include...
A) volume & b) emotion & c) pitch
A) reflect on What was seen and heard & b) use a responding format
A) position & b) observe & c) posture & d) listen
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

16. Identify components of good posturing & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Look carefully

17. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
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

18. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
Taken very seriously
A) check things out & b) take appropriate action
Keeping a safe distance

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

20. Identify the purpose of communication & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

21. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) behavior & b) appearance & c) environment
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

22. Define 'controlling behavior' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Open up communications with inmate rather than shutting it off
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

23. Identify steps in responding to feeling and meaning & to include...
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and reason & b) respond to feeling and meaning
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) inform & b) persuade & c) entertain & d) indicate action

24. Identify one major element of positioning & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

25. Identify one primary components of observing & to include...
Look carefully
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to capture in words the specific feelings being presented by inmate

26. Identify steps in listening & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

27. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to capture in words the specific feelings being presented by inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Holding your body in such a way to show strength & confidence & interest and control

28. 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...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Holding your body in such a way to show strength & confidence & interest and control
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taken very seriously

29. Define 'interpersonal communication' as...
Keeping a safe distance
A) reflect on feeling and intensity & b) respond to feeling
Transmission and receipt of a message to effect some kind of action
A) inform & b) persuade & c) entertain & d) indicate action

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

31. Identify the 'add-on' skills in interpersonal communication & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions
Selecting the best way to make requests
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

32. Define 'taking action' as...
Ability to control inmate behavior
Selecting the best way to make requests
A) low & b) moderate & c) high
A) feeling cues & b) relationships & c) energy levels & d) values

33. Define 'posturing' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) position & b) observe & c) posture & d) listen
Look carefully
Holding your body in such a way to show strength & confidence & interest and control

34. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility

35. 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
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)
A) reflect on feeling and reason & b) respond to feeling and meaning

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

37. Identify the components of the 5WH method as asking...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Keeping a safe distance
A) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

38. Two skills an officer needs for effective interpersonal communications...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

39. Identify components of good posturing & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) content & b) feeling & c) feeling and meaning
A) check things out & b) take appropriate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

40. Define 'reinforcing behavior' as...
A) positive & b) negative & c) neutral
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Keeping a safe distance

41. Identify various questions to be asked in reflecting & 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) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance

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

43. Define 'taking action' 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
A) where he/she lives & b) where he/she works & c) where he/she learns
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Selecting the best way to make requests

44. Identify various necessary elements in checking things out & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Transmission and receipt of a message to effect some kind of action
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 basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

45. 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior

46. Explain 'sizing up a situation as...
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) 'You're saying ________' & b) 'You look (or it looks) __________'
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

47. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taken very seriously
A) reflect on feeling and reason & b) respond to feeling and meaning

48. Identify several things an officer might look for when first coming on shift & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

49. Identify one consideration for giving inmate a reason for your response & to include...
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
Ability to control inmate behavior
Reflect a person's prejudice and attitude

50. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) content & b) feeling & c) feeling and meaning
A) use the 5WH method & b) reflect on answers and recycle
A) volume & b) emotion & c) pitch