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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 one 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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Look carefully
A) inform & b) persuade & c) entertain & d) indicate action

2. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Selecting the best way to make requests
A) check things out & b) give a response and reason
Transmission and receipt of a message to effect some kind of action

3. Define 'softening a request' as...
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

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

5. Identify the 'add-on' skills in interpersonal communication & 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
Transmission and receipt of a message to effect some kind of action
A) responding & b) asking questions
A) happy & b) angry & c) confused & d) sad & e) scared

6. Explain that nonverbal communication can...

7. Identify steps in responding to feeling and meaning & to include...
A) responding & b) asking questions
A) check things out & b) give a response and reason
A) reflect on feeling and reason & b) respond to feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'

8. Identify steps in responding to feeling and meaning & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and reason & b) respond to feeling and meaning
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

9. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Gathering information quickly and accurately regarding What is occurring in the surroundings
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

10. Identify steps in listening & to include...
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) take appropriate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

11. Identify two considerations for giving inmate a reason for your response & to include...
A) content & b) feeling & c) feeling and meaning
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) position & b) observe & c) posture & d) listen
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

12. Identify components of good posturing & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

13. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

14. Explain 'sizing up a situation as...
Ability to control inmate behavior
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

15. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on What was seen and heard & b) use a responding format
A) ability to size up the situation & b) ability to communicate well with inmates
Transmission and receipt of a message to effect some kind of action

16. Identify one consideration for giving inmate a reason for your response & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taken very seriously
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

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

18. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
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
Active involvement in most activities
A) handling requests & b) making requests & c) reinforcing behavior

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

20. 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) check things out & b) give a response and reason
A) low & b) moderate & c) high
A) inform & b) persuade & c) entertain & d) indicate action

21. Explain clues that can be used to develop inferences & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Ability to control inmate behavior
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) feeling cues & b) relationships & c) energy levels & d) values

22. Identify aspects considered during the initial stage of observing & to include...
A polite request & using 'please' or 'would appreciate'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) behavior & b) appearance & c) environment
A) reflect on What was seen and heard & b) use a responding format

23. Identify one consideration for giving inmate a reason for your response & to include...
A) check things out & b) take appropriate action
A) handling requests & b) making requests & c) reinforcing behavior
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

24. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

25. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Identifying the behavior/action desired
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Look carefully

26. Identify two considerations for giving inmate a reason for your response & to include...
The ability to capture in words the specific feelings being presented by inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

27. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

28. Identify the purpose of communication & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
A) inform & b) persuade & c) entertain & d) indicate action
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)

29. List various basic feeling words & to include...
A) positive & b) negative & c) neutral
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

30. Explain clues that can be used to develop inferences & to include...
Ability to control inmate behavior
A) low & b) moderate & c) high
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values

31. Identify three characteristics of voice Which may be used to determine intensity & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) responding & b) asking questions
Ability to control inmate behavior
A) volume & b) emotion & c) pitch

32. Identify two primary components of observing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Identifying the behavior/action desired

33. Identify three major elements of positioning & to include...
Identifying the behavior/action desired
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

34. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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)

35. Identify the major categories of energy levels and describe their respective characteristics as...
Holding your body in such a way to show strength & confidence & interest and control
A) low & b) moderate & c) high
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment

36. Identify the categories of relationships and feelings as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

37. Explain that the statement 'human actions determine human reactions' means...
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action

38. Identify steps involved in making requests & to include...
A) use the 5WH method & b) reflect on answers and recycle
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Keeping a safe distance
A) check things out & b) take appropriate action

39. 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
Holding your body in such a way to show strength & confidence & interest and control
Holding your body in such a way to show strength & confidence & interest and control

40. Identify aspects considered during the initial stage of observing & to include...
Look carefully
A) behavior & b) appearance & c) environment
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) low & b) moderate & c) high

41. Identify components of good posturing & to include...
A) reflect on What was seen and heard & b) use a responding format
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taken very seriously
A) ability to size up the situation & b) ability to communicate well with inmates

42. Define 'responding to feeling' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Transmission and receipt of a message to effect some kind of action
The ability to capture in words the specific feelings being presented by inmate
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 steps in handling request & 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
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) where he/she lives & b) where he/she works & c) where he/she learns
A) check things out & b) give a response and reason

44. Identify the steps involved in 'sizing up a situation &' to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
Look carefully
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

45. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) handling requests & b) making requests & c) reinforcing behavior
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on What was seen and heard & b) use a responding format

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

47. Identify steps involved in making requests & to include...
A) use the 5WH method & b) reflect on answers and recycle
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action

48. Define 'controlling behavior' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) behavior & b) appearance & c) environment
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

49. 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...
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Taken very seriously
A) volume & b) emotion & c) pitch

50. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Gathering information quickly and accurately regarding What is occurring in the surroundings
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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)