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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 two considerations for giving inmate a reason for your response & to include...
Active involvement in most activities
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

2. Identify components of good posturing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

3. Identify the 'add-on' skills in interpersonal communication & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) ability to size up the situation & b) ability to communicate well with inmates
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) responding & b) asking questions

4. Identify steps involved in making requests & to include...
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) check things out & b) take appropriate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

5. Identify that inferences are more likely to be...
Selecting the best way to make requests
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) ability to size up the situation & b) ability to communicate well with inmates
A) responding & b) asking questions

6. Define 'responding to feeling' as...
Look carefully
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions
A) low & b) moderate & c) high

7. Define 'posturing' as...
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Transmission and receipt of a message to effect some kind of action

8. Identify one primary components of observing & to include...
Look carefully
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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 capture in words the specific feelings being presented by inmate

9. Explain that questions are used in addition to the basic skills and responding techniques to...
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
The ability to capture in words the specific feelings being presented by inmate
Open up communications with inmate rather than shutting it off

10. Define 'taking action' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) positive & b) negative & c) neutral
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
Selecting the best way to make requests

11. Identify three major elements of positioning & to include...
A) handling requests & b) making requests & c) reinforcing behavior
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

12. Identify the three basic environments of every individual & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) where he/she lives & b) where he/she works & c) where he/she learns
A) behavior & b) appearance & c) environment
A) reflect on What was seen and heard & b) use a responding format

13. Define 'taking action' as...
Look carefully
Selecting the best way to make requests
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility

14. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) check things out & b) take appropriate action
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

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

16. Define ' direct request format' as...
A) feeling cues & b) relationships & c) energy levels & d) values
Identifying the behavior/action desired
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) 'You're saying ________' & b) 'You look (or it looks) __________'

17. Identify two primary components of observing & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) position & b) observe & c) posture & d) listen
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) handling requests & b) making requests & c) reinforcing behavior

18. Identify steps in responding to feeling and meaning & to include...
Reflect a person's prejudice and attitude
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action

19. 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) volume & b) emotion & c) pitch
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

20. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reflect on feeling and intensity & b) respond to feeling
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

21. Identify the three basic environments of every individual & to include...
Transmission and receipt of a message to effect some kind of action
A) where he/she lives & b) where he/she works & c) where he/she learns
A) positive & b) negative & c) neutral
Selecting the best way to make requests

22. Identify two primary components of observing & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) responding & b) asking questions
A) volume & b) emotion & c) pitch

23. Identify that inferences are more likely to be...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Reflect a person's prejudice and attitude
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Identifying the behavior/action desired

24. Identify the categories of relationships and feelings as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) positive & b) negative & c) neutral
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Look carefully

27. 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) handling requests & b) making requests & c) reinforcing behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

28. 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) volume & b) emotion & c) pitch
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Look carefully

29. 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) where he/she lives & b) where he/she works & c) where he/she learns
Taken very seriously
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Open up communications with inmate rather than shutting it off

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

31. Define 'controlling behavior' as...
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Transmission and receipt of a message to effect some kind of action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

32. Two skills an officer needs for effective interpersonal communications...
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) reflect on feeling and reason & b) respond to feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates
A) 'You're saying ________' & b) 'You look (or it looks) __________'

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

34. Identify techniques to use in taking action & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

35. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values
A) responding & b) asking questions
A) low & b) moderate & c) high

36. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Transmission and receipt of a message to effect some kind of action
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) handling requests & b) making requests & c) reinforcing behavior

37. List various basic feeling words & to include...
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) happy & b) angry & c) confused & d) sad & e) scared

38. Explain that the statement 'human actions determine human reactions' means...
A polite request & using 'please' or 'would appreciate'
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Ability to control inmate behavior
Transmission and receipt of a message to effect some kind of action

39. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

40. 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) use the 5WH method & b) reflect on answers and recycle
A) responding & b) asking questions
A) low & b) moderate & c) high

41. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

42. Identify the major categories of energy levels and describe their respective characteristics as...
A) handling requests & b) making requests & c) reinforcing behavior
A) low & b) moderate & c) high
A) feeling cues & b) relationships & c) energy levels & d) values
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

43. List the application skills used in controlling behavior as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) give a response and reason

44. Identify the steps involved in 'sizing up a situation &' to include...
A) volume & b) emotion & c) pitch
A) position & b) observe & c) posture & d) listen
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and reason & b) respond to feeling and meaning

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

46. Identify the elements of reinforcing behavior as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

47. Define 'controlling behavior' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Open up communications with inmate rather than shutting it off
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

48. Identify aspects considered during the initial stage of observing & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) volume & b) emotion & c) pitch
A) behavior & b) appearance & c) environment

49. Identify the elements of reinforcing behavior as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taken very seriously
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) position & b) observe & c) posture & d) listen
Refer the inmate to a counselor or other specialist at the facility
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and intensity & b) respond to feeling