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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 the three basic environments of every individual & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) volume & b) emotion & c) pitch

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

3. Explain 'sizing up a situation as...
Holding your body in such a way to show strength & confidence & interest and control
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning

4. 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) feeling cues & b) relationships & c) energy levels & d) values
A) position & b) observe & c) posture & d) listen
Reflect a person's prejudice and attitude

5. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns
Keeping a safe distance
A) happy & b) angry & c) confused & d) sad & e) scared

6. Identify the components of the 5WH method as asking...
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

7. Two skills an officer needs for effective interpersonal communications...
Reflect a person's prejudice and attitude
Identifying the behavior/action desired
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

8. Explain 'sizing up a situation as...
A) ability to size up the situation & b) ability to communicate well with inmates
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) give a response and reason
Gathering information quickly and accurately regarding What is occurring in the surroundings

9. Identify the 'add-on' skills in interpersonal communication & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings
Look carefully

10. Define 'controlling behavior' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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
Selecting the best way to make requests

11. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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) volume & b) emotion & c) pitch
A) check things out & b) give a response and reason

12. List various basic feeling words & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) inform & b) persuade & c) entertain & d) indicate action
A) happy & b) angry & c) confused & d) sad & e) scared
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

13. Identify steps of responding to content & 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
A) reflect on What was seen and heard & b) use a responding format
A) responding & b) asking questions
A polite request & using 'please' or 'would appreciate'

14. Define 'interpersonal communication' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Taken very seriously
Transmission and receipt of a message to effect some kind of action
A polite request & using 'please' or 'would appreciate'

15. Define 'reinforcing behavior' as...
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
A) happy & b) angry & c) confused & d) sad & e) scared
Refer the inmate to a counselor or other specialist at the facility

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

17. 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) handling requests & b) making requests & c) reinforcing behavior
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously

18. Identify the major categories of energy levels and describe their respective characteristics as...
Selecting the best way to make requests
A) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates

19. Identify components of good posturing & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) check things out & b) give a response and reason
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

20. Identify various necessary elements in checking things out & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

21. 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
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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

22. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) low & b) moderate & c) high
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and reason & b) respond to feeling and meaning

23. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) behavior & b) appearance & c) environment
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

24. Define 'responding to content' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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
A) check things out & b) take appropriate action

25. 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) 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

26. Define 'taking action' 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests

27. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Identifying the behavior/action desired
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Refer the inmate to a counselor or other specialist at the facility

28. Identify the categories of relationships and feelings as...
A) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates
A) who & b) what & c) why & d) where & e) when & f) how
A) positive & b) negative & c) neutral

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

30. Identify the purpose of communication & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

31. Identify techniques to use in taking action & 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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Refer the inmate to a counselor or other specialist at the facility

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

33. Identify the steps in handling request & to include...
Reflect a person's prejudice and attitude
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason

34. Identify one major element of positioning & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) give a response and reason
Keeping a safe distance
A) position & b) observe & c) posture & d) listen

35. Identify the steps in handling request & to include...
Transmission and receipt of a message to effect some kind of action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) give a response and reason
A) positive & b) negative & c) neutral

36. List the application skills used in controlling behavior as...
A) responding & b) asking questions
Holding your body in such a way to show strength & confidence & interest and control
A) handling requests & b) making requests & c) reinforcing behavior
A) volume & b) emotion & c) pitch

37. Identify the categories of relationships and feelings as...
A) inform & b) persuade & c) entertain & d) indicate action
A) behavior & b) appearance & c) environment
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) positive & b) negative & c) neutral

38. Define 'responding to feeling' as...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) where he/she lives & b) where he/she works & c) where he/she learns
A) position & b) observe & c) posture & d) listen
The ability to capture in words the specific feelings being presented by inmate

39. 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
Transmission and receipt of a message to effect some kind of action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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

40. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
A) use the 5WH method & b) reflect on answers and recycle
Open up communications with inmate rather than shutting it off

41. Explain that nonverbal communication can...

42. Explain that nonverbal communication can...

43. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) check things out & b) give a response and reason
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Refer the inmate to a counselor or other specialist at the facility

44. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior
A) ability to size up the situation & b) ability to communicate well with inmates
A) handling requests & b) making requests & c) reinforcing behavior

45. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Keeping a safe distance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Reflect a person's prejudice and attitude

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) reflect on feeling and intensity & b) respond to feeling
A) behavior & b) appearance & c) environment
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

47. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Transmission and receipt of a message to effect some kind of action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

48. Identify one primary components of observing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
Look carefully

49. Define 'posturing' as...
Open up communications with inmate rather than shutting it off
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
A) who & b) what & c) why & d) where & e) when & f) how

50. Explain that questions are used in addition to the basic skills and responding techniques to...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A polite request & using 'please' or 'would appreciate'
Open up communications with inmate rather than shutting it off
A) reflect on feeling and reason & b) respond to feeling and meaning