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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...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and intensity & b) respond to feeling
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

2. Identify several things an officer might look for when first coming on shift & to include...
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Identifying the behavior/action desired
A) where he/she lives & b) where he/she works & c) where he/she learns

3. Explain that the statement 'human actions determine human reactions' means...
Refer the inmate to a counselor or other specialist at the facility
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) ability to size up the situation & b) ability to communicate well with inmates
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

5. Identify aspects considered during the initial stage of observing & to include...
A) position & b) observe & c) posture & d) listen
A) behavior & b) appearance & c) environment
A) position & b) observe & c) posture & d) listen
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

6. Identify the techniques used in asking questions & 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) use the 5WH method & b) reflect on answers and recycle
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

7. List various basic feeling words & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared
The ability to capture in words the specific feelings being presented by inmate

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) positive & b) negative & c) neutral
A) where he/she lives & b) where he/she works & c) where he/she learns
Refer the inmate to a counselor or other specialist at the facility
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

9. Identify components of good posturing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance

10. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) feeling cues & b) relationships & c) energy levels & d) values
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high

11. Identify the steps in handling request & to include...
Transmission and receipt of a message to effect some kind of action
A) low & b) moderate & c) high
A) responding & b) asking questions
A) check things out & b) give a response and reason

12. 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
Reflect a person's prejudice and attitude
A) responding & b) asking questions

13. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
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 polite request & using 'please' or 'would appreciate'

14. Identify steps involved in making requests & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) check things out & b) take appropriate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle

15. 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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Ability to control inmate behavior

16. 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously
A) reflect on What was seen and heard & b) use a responding format

17. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
Holding your body in such a way to show strength & confidence & interest and control
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

18. Explain 'sizing up a situation as...
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
A) reflect on feeling and intensity & b) respond to feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

19. Define 'responding to feeling' 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) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate

20. Explain clues that can be used to develop inferences & to include...
A) check things out & b) give a response and reason
A) feeling cues & b) relationships & c) energy levels & d) values
Active involvement in most activities
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...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on What was seen and heard & b) use a responding format
A) content & b) feeling & c) feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how

22. Identify one major element of positioning & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Keeping a safe distance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Taken very seriously

23. Two skills an officer needs for effective interpersonal communications...
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior
A) content & b) feeling & c) feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates

24. Define 'posturing' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) volume & b) emotion & c) pitch
Holding your body in such a way to show strength & confidence & interest and control

25. Define 'posturing' 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) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
A) ability to size up the situation & b) ability to communicate well with inmates

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

27. Define 'softening a request' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

28. Identify steps in listening & to include...
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate

29. Identify the elements of reinforcing behavior as...
A) position & b) observe & c) posture & d) listen
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) ability to size up the situation & b) ability to communicate well with inmates
A) check things out & b) take appropriate action

30. Identify aspects considered during the initial stage of observing & to include...
A) positive & b) negative & c) neutral
A) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

31. Identify two considerations for giving inmate a reason for your response & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

32. Identify several things an officer might look for when first coming on shift & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

33. List various basic feeling words & to include...
A) low & b) moderate & c) high
A) happy & b) angry & c) confused & d) sad & e) scared
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

34. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

35. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) check things out & b) give a response and reason

36. Identify steps involved in making requests & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Look carefully
A) low & b) moderate & c) high
A) check things out & b) take appropriate action

37. Identify one major element of positioning & to include...
Identifying the behavior/action desired
The ability to capture in words the specific feelings being presented by inmate
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
Keeping a safe distance

38. Define 'responding to content' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

39. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) inform & b) persuade & c) entertain & d) indicate action
Keeping a safe distance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) content & b) feeling & c) feeling and meaning
A) volume & b) emotion & c) pitch
A polite request & using 'please' or 'would appreciate'
A) responding & b) asking questions

41. Identify the elements of reinforcing behavior as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

42. Define 'softening a request' as...
A) check things out & b) take appropriate action
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

43. Identify that inferences are more likely to be...
A) position & b) observe & c) posture & d) listen
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) use the 5WH method & b) reflect on answers and recycle

44. 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Gathering information quickly and accurately regarding What is occurring in the surroundings

45. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) take appropriate action
A) position & b) observe & c) posture & d) listen
Taken very seriously

46. Define 'interpersonal communication' as...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) positive & b) negative & c) neutral

47. 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
The ability to capture in words the specific feelings being presented by inmate
A) reflect on What was seen and heard & b) use a responding format
A) happy & b) angry & c) confused & d) sad & e) scared

48. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A polite request & using 'please' or 'would appreciate'
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

49. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) responding & b) asking questions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

50. Identify two considerations for giving inmate a reason for your response & 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) use the 5WH method & b) reflect on answers and recycle
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward