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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 'taking action' as...
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Selecting the best way to make requests

2. Explain clues that can be used to develop inferences & to include...
Reflect a person's prejudice and attitude
A) feeling cues & b) relationships & c) energy levels & d) values
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

3. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

4. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests
Ability to control inmate behavior
A) behavior & b) appearance & c) environment

5. Identify the elements of reinforcing behavior as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings

6. Identify the major categories of energy levels and describe their respective characteristics as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) low & b) moderate & c) high
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) who & b) what & c) why & d) where & e) when & f) how

7. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Ability to control inmate behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Identifying the behavior/action desired

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

9. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Active involvement in most activities
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

10. Explain that questions are used in addition to the basic skills and responding techniques to...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) happy & b) angry & c) confused & d) sad & e) scared
Open up communications with inmate rather than shutting it off
A) feeling cues & b) relationships & c) energy levels & d) values

11. Identify three characteristics of voice Which may be used to determine intensity & to include...
Refer the inmate to a counselor or other specialist at the facility
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off
A) reflect on feeling and reason & b) respond to feeling and meaning

12. Identify three major elements of positioning & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Look carefully
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Identifying the behavior/action desired

13. Explain that nonverbal communication can...

14. Identify three characteristics of voice Which may be used to determine intensity & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) volume & b) emotion & c) pitch
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'

15. Identify one major element of positioning & to include...
Keeping a safe distance
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

16. Define 'reinforcing behavior' as...
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) responding & b) asking questions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

17. Identify various questions to be asked in reflecting & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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

18. Identify aspects considered during the initial stage of observing & to include...
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
Transmission and receipt of a message to effect some kind of action
Keeping a safe distance

19. Explain that the statement 'human actions determine human reactions' means...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Ability to control inmate behavior

20. Define 'controlling behavior' as...
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
Refer the inmate to a counselor or other specialist at the facility

21. Identify one consideration 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
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
Open up communications with inmate rather than shutting it off
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

22. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) responding & b) asking questions

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

24. Identify one major element of positioning & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Keeping a safe distance
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
Transmission and receipt of a message to effect some kind of action

25. Identify the components of the 5WH method as asking...
Refer the inmate to a counselor or other specialist at the facility
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

27. Explain clues that can be used to develop inferences & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) feeling cues & b) relationships & c) energy levels & d) values
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

28. 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
Refer the inmate to a counselor or other specialist at the facility
Reflect a person's prejudice and attitude
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

29. Identify the components of the 5WH method as asking...
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) happy & b) angry & c) confused & d) sad & e) scared
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) take appropriate action

30. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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
A) reflect on feeling and reason & b) respond to feeling and meaning
Refer the inmate to a counselor or other specialist at the facility

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

32. List various basic feeling words & to include...
The ability to capture in words the specific feelings being presented by inmate
Ability to control inmate behavior
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

33. Identify the techniques used in asking questions & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

34. 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
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle
A) behavior & b) appearance & c) environment

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

36. Identify steps in listening & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Identifying the behavior/action desired
A) handling requests & b) making requests & c) reinforcing behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

37. Define 'softening a request' as...
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action
Look carefully
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

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

39. Identify steps in listening & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

40. List the application skills used in controlling behavior as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use the 5WH method & b) reflect on answers and recycle
A) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment

41. Identify the three basic environments of every individual & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on What was seen and heard & b) use a responding format
Look carefully
A) where he/she lives & b) where he/she works & c) where he/she learns

42. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) take appropriate 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)

43. Identify one primary components of observing & 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully

44. Two skills an officer needs for effective interpersonal communications...
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
Look carefully
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

45. Identify three major elements of positioning & 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) use the 5WH method & b) reflect on answers and recycle
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

46. Identify steps in responding to feeling & to include...
Keeping a safe distance
A) reflect on feeling and intensity & b) respond to feeling
A) volume & b) emotion & c) pitch
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

47. Identify the steps involved in 'sizing up a situation &' to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) who & b) what & c) why & d) where & e) when & f) how
A) position & b) observe & c) posture & d) listen

48. 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) check things out & b) give a response and reason
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) who & b) what & c) why & d) where & e) when & f) how

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

50. Explain that nonverbal communication can...