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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 various questions to be asked in reflecting & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Reflect a person's prejudice and attitude

2. Identify the elements of reinforcing behavior 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
Holding your body in such a way to show strength & confidence & interest and control
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

3. Define 'interpersonal communication' as...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Transmission and receipt of a message to effect some kind of action
Refer the inmate to a counselor or other specialist at the facility
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

4. Identify techniques to use in taking action & 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
A) check things out & b) give a response and reason
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

5. Define 'softening a request' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
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
The ability to capture in words the specific feelings being presented by inmate

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

7. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) use the 5WH method & b) reflect on answers and recycle
A) low & b) moderate & c) high
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

8. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
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
A) check things out & b) give a response and reason

9. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Open up communications with inmate rather than shutting it off
A) who & b) what & c) why & d) where & e) when & f) how

10. Identify the 'add-on' skills in interpersonal communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) responding & b) asking questions
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) volume & b) emotion & c) pitch

11. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
A) happy & b) angry & c) confused & d) sad & e) scared

12. Identify several things an officer might look for when first coming on shift & to include...
A) use the 5WH method & b) reflect on answers and recycle
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

13. Identify the techniques used in asking questions & to include...
Transmission and receipt of a message to effect some kind of action
A) use the 5WH method & b) reflect on answers and recycle
A) content & b) feeling & c) feeling and meaning
Refer the inmate to a counselor or other specialist at the facility

14. Identify steps in responding to feeling and meaning & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired
A) reflect on feeling and reason & b) respond to feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

15. Identify steps involved in making requests & 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) 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

16. Define 'responding to content' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Transmission and receipt of a message to effect some kind of action
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

17. Define 'taking action' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Selecting the best way to make requests
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

18. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off
A) volume & b) emotion & c) pitch
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

19. Identify aspects considered during the initial stage of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) behavior & b) appearance & c) environment
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

20. Identify the purpose of communication & to include...
A) content & b) feeling & c) feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Ability to control inmate behavior

21. Identify two primary components of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

22. Identify the components of the 5WH method as asking...
Keeping a safe distance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

23. Identify steps of responding to content & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on What was seen and heard & b) use a responding format
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

24. Identify the techniques used in asking questions & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) position & b) observe & c) posture & d) listen

25. 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)
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

26. Identify the purpose of communication & to include...
A) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) inform & b) persuade & c) entertain & d) indicate action

27. Define 'posturing' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Holding your body in such a way to show strength & confidence & interest and control
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 ability to capture in words the specific feelings being presented by inmate

28. Explain that the statement 'human actions determine human reactions' means...
Reflect a person's prejudice and attitude
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

29. Identify various necessary elements in checking things out & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
A) low & b) moderate & c) high

30. Identify the components of the 5WH method as asking...
A) feeling cues & b) relationships & c) energy levels & d) values
A) who & b) what & c) why & d) where & e) when & f) how
A) positive & b) negative & c) neutral
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

31. 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
A) handling requests & b) making requests & c) reinforcing behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

32. Define 'controlling behavior' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Ability to control inmate behavior
A) responding & b) asking questions

33. Identify the levels of responding & to include...
A) volume & b) emotion & c) pitch
A) who & b) what & c) why & d) where & e) when & f) how
A) content & b) feeling & c) feeling and meaning
A) positive & b) negative & c) neutral

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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
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)
Refer the inmate to a counselor or other specialist at the facility

35. Identify the levels of responding & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) inform & b) persuade & c) entertain & d) indicate action
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) content & b) feeling & c) feeling and meaning

36. Explain 'sizing up a situation as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings

37. Define ' direct request format' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Identifying the behavior/action desired
A) low & b) moderate & c) high
A) low & b) moderate & c) high

38. Identify the steps involved in 'sizing up a situation &' to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Holding your body in such a way to show strength & confidence & interest and control
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) position & b) observe & c) posture & d) listen

39. Identify that inferences are more likely to be...
A) feeling cues & b) relationships & c) energy levels & d) values
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) feeling cues & b) relationships & c) energy levels & d) values

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

41. Define 'softening a request' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

42. Identify that inferences are more likely to be...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Selecting the best way to make requests
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

43. Identify three major elements of positioning & to include...
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) position & b) observe & c) posture & d) listen
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

44. Identify the major categories of energy levels and describe their respective characteristics as...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) low & b) moderate & c) high

45. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

46. Identify one primary components of observing & to include...
Look carefully
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling

47. Two skills an officer needs for effective interpersonal communications...
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
A) feeling cues & b) relationships & c) energy levels & d) values
A) ability to size up the situation & b) ability to communicate well with inmates

48. Identify techniques to use in taking action & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Refer the inmate to a counselor or other specialist at the facility
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

49. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A polite request & using 'please' or 'would appreciate'
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Refer the inmate to a counselor or other specialist at the facility
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

50. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) who & b) what & c) why & d) where & e) when & f) how