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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. Define 'reinforcing behavior' as...
A) position & b) observe & c) posture & d) listen
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) happy & b) angry & c) confused & d) sad & e) scared

2. Identify two considerations for giving inmate a reason for your response & to include...
A) position & b) observe & c) posture & d) listen
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) 'You're saying ________' & b) 'You look (or it looks) __________'

3. Identify steps in responding to feeling and meaning & to include...
A) behavior & b) appearance & c) environment
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning

4. Define 'interpersonal communication' 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) responding & b) asking questions
Transmission and receipt of a message to effect some kind of action
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

5. Define 'responding to feeling' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

6. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and reason & b) respond to feeling and meaning

7. Identify aspects considered during the initial stage of observing & to include...
The ability to capture in words the specific feelings being presented by inmate
A) behavior & b) appearance & c) environment
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

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and reason & b) respond to feeling and meaning
Active involvement in most activities
A) use the 5WH method & b) reflect on answers and recycle

9. Identify steps in responding to feeling & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on feeling and intensity & b) respond to feeling
Holding your body in such a way to show strength & confidence & interest and control
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

10. Identify the elements of reinforcing behavior as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

11. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Identifying the behavior/action desired
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

12. 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
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) reflect on feeling and reason & b) respond to feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how

13. Identify the categories of relationships and feelings as...
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral
Look carefully
A) handling requests & b) making requests & c) reinforcing behavior

14. Identify that inferences are more likely to be...
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
Refer the inmate to a counselor or other specialist at the facility
Ability to control inmate behavior

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

16. Identify two primary components of observing & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) check things out & b) give a response and reason
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

17. Define ' direct request format' as...
Look carefully
A) reflect on What was seen and heard & b) use a responding format
Identifying the behavior/action desired
Reflect a person's prejudice and attitude

18. Explain that the statement 'human actions determine human reactions' means...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously
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)

19. Explain that the statement 'human actions determine human reactions' means...
Reflect a person's prejudice and attitude
The ability to capture in words the specific feelings being presented by inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on feeling and reason & b) respond to feeling and meaning

20. Identify various necessary elements in checking things out & to include...
Transmission and receipt of a message to effect some kind of action
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
A) behavior & b) appearance & c) environment

21. Identify one primary components of observing & to include...
Reflect a person's prejudice and attitude
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
Look carefully
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

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

23. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) behavior & b) appearance & c) environment
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action

24. Define 'responding to content' as...
A) ability to size up the situation & b) ability to communicate well with inmates
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

25. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) take appropriate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

26. Identify the categories of relationships and feelings as...
A) who & b) what & c) why & d) where & e) when & f) how
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral
Selecting the best way to make requests

27. 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) reflect on What was seen and heard & b) use a responding format
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Taken very seriously
A) happy & b) angry & c) confused & d) sad & e) scared

28. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Taken very seriously

29. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Ability to control inmate behavior
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) content & b) feeling & c) feeling and meaning

30. Identify steps in responding to feeling and meaning & to include...
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
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

31. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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) behavior & b) appearance & c) environment
Keeping a safe distance

32. Identify one major element of positioning & to include...
Keeping a safe distance
Refer the inmate to a counselor or other specialist at the facility
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

33. Explain that nonverbal communication can...

34. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Gathering information quickly and accurately regarding What is occurring in the surroundings

35. Identify two considerations for giving inmate a reason for your response & to include...
Reflect a person's prejudice and attitude
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) position & b) observe & c) posture & d) listen

36. Identify the components of the 5WH method as asking...
Identifying the behavior/action desired
A) reflect on feeling and intensity & b) respond to feeling
A polite request & using 'please' or 'would appreciate'
A) who & b) what & c) why & d) where & e) when & f) how

37. 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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Refer the inmate to a counselor or other specialist at the facility
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

38. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) who & b) what & c) why & d) where & e) when & f) how
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) volume & b) emotion & c) pitch
A) positive & b) negative & c) neutral

39. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) position & b) observe & c) posture & d) listen
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
Identifying the behavior/action desired

40. Identify steps involved in making requests & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) take appropriate action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Transmission and receipt of a message to effect some kind of action

41. Define 'softening a request' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) low & b) moderate & c) high
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 levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Open up communications with inmate rather than shutting it off
A) low & b) moderate & c) high
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

43. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) behavior & b) appearance & c) environment
A) volume & b) emotion & c) pitch
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

44. Define 'posturing' as...
A) low & b) moderate & c) high
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
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

45. 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
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
Transmission and receipt of a message to effect some kind of action
A) happy & b) angry & c) confused & d) sad & e) scared
A) where he/she lives & b) where he/she works & c) where he/she learns

47. Identify steps in listening & to include...
Selecting the best way to make requests
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) use the 5WH method & b) reflect on answers and recycle
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

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

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

50. Explain that questions are used in addition to the basic skills and responding techniques to...
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Open up communications with inmate rather than shutting it off