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 clues that can be used to develop inferences & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
Refer the inmate to a counselor or other specialist at the facility
A) feeling cues & b) relationships & c) energy levels & d) values


2. Identify the steps involved in 'sizing up a situation &' to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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
A) position & b) observe & c) posture & d) listen


3. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A polite request & using 'please' or 'would appreciate'
Active involvement in most activities
A) check things out & b) give a response and reason


4. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Reflect a person's prejudice and attitude
A) reflect on What was seen and heard & b) use a responding format
Refer the inmate to a counselor or other specialist at the facility
Holding your body in such a way to show strength & confidence & interest and control


5. Identify that inferences are more likely to be...
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) volume & b) emotion & c) pitch
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response


6. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Refer the inmate to a counselor or other specialist at the facility


7. Identify components of good posturing & to include...
A) position & b) observe & c) posture & d) listen
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


8. Identify various questions to be asked in reflecting & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation


9. Identify the major categories of energy levels and describe their respective characteristics as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Refer the inmate to a counselor or other specialist at the facility
A) low & b) moderate & c) high


10. List various basic feeling words & to include...
A) check things out & b) take appropriate action
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared


11. Define 'reinforcing behavior' as...
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)
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Holding your body in such a way to show strength & confidence & interest and control


12. Identify the purpose of communication & to include...
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) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood


13. List the application skills used in controlling behavior as...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) positive & b) negative & c) neutral


14. Explain 'sizing up a situation as...
Look carefully
A) use the 5WH method & b) reflect on answers and recycle
Gathering information quickly and accurately regarding What is occurring in the surroundings
A polite request & using 'please' or 'would appreciate'


15. Define ' direct request format' 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) reflect on feeling and reason & b) respond to feeling and meaning
A polite request & using 'please' or 'would appreciate'
Identifying the behavior/action desired


16. Identify components of good posturing & to include...
A polite request & using 'please' or 'would appreciate'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) happy & b) angry & c) confused & d) sad & e) scared


17. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to capture in words the specific feelings being presented by inmate


18. Identify one primary components of observing & to include...
A) low & b) moderate & c) high
Look carefully
Active involvement in most activities
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted


19. Define 'taking action' as...
Reflect a person's prejudice and attitude
A) behavior & b) appearance & c) environment
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn


20. Identify two primary components of observing & 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
Reflect a person's prejudice and attitude
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


21. Identify the levels of responding & to include...
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


22. Identify three major elements of positioning & to include...
A) behavior & b) appearance & c) environment
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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)


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

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24. Define 'responding to feeling' as...
A polite request & using 'please' or 'would appreciate'
The ability to capture in words the specific feelings being presented by inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


25. Explain clues that can be used to develop inferences & to include...
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle
A) feeling cues & b) relationships & c) energy levels & d) values
Gathering information quickly and accurately regarding What is occurring in the surroundings


26. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) feeling cues & b) relationships & c) energy levels & d) values


27. Identify the categories of relationships and feelings as...
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and reason & b) respond to feeling and meaning


28. Identify two considerations for giving inmate a reason for your response & to include...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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


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

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30. Explain that the statement 'human actions determine human reactions' means...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A polite request & using 'please' or 'would appreciate'
A) behavior & b) appearance & c) environment


31. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
Ability to control inmate behavior
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests


32. Identify steps of responding to content & 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
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) handling requests & b) making requests & c) reinforcing behavior


33. Define ' direct request format' as...
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
Look carefully
A) positive & b) negative & c) neutral


34. 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
A) feeling cues & b) relationships & c) energy levels & d) values
A) use the 5WH method & b) reflect on answers and recycle
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order


35. Identify aspects considered during the initial stage of observing & to include...
Active involvement in most activities
A) handling requests & b) making requests & c) reinforcing 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) behavior & b) appearance & c) environment


36. Identify three major elements of positioning & to include...
A) low & b) moderate & c) high
Reflect a person's prejudice and attitude
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)


37. Explain that nonverbal communication can...

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38. Identify steps in listening & to include...
Refer the inmate to a counselor or other specialist at the facility
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


39. 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) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


40. Define 'taking action' as...
Selecting the best way to make requests
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) check things out & b) give a response and reason
Identifying the behavior/action desired


41. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and reason & b) respond to feeling and meaning


42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) happy & b) angry & c) confused & d) sad & e) scared
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on feeling and reason & b) respond to feeling and meaning


43. Identify three characteristics of voice Which may be used to determine intensity & to include...
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) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood


44. Identify various questions to be asked in reflecting & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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) who & b) what & c) why & d) where & e) when & f) how


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

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46. Identify the levels of responding & to include...
A) position & b) observe & c) posture & d) listen
A) reflect on feeling and intensity & b) respond to feeling
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) content & b) feeling & c) feeling and meaning


47. Explain 'sizing up a situation as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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


48. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared


49. Identify the steps involved in 'sizing up a situation &' to include...
Taken very seriously
A) position & b) observe & c) posture & d) listen
Keeping a safe distance
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)


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

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