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 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and reason & b) respond to feeling and meaning
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


2. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) volume & b) emotion & c) pitch
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Refer the inmate to a counselor or other specialist at the facility
A) inform & b) persuade & c) entertain & d) indicate action


3. Define ' direct request format' as...
Identifying the behavior/action desired
A) happy & b) angry & c) confused & d) sad & e) scared
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) use the 5WH method & b) reflect on answers and recycle


4. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reflect on feeling and intensity & b) respond to feeling


5. Identify steps in responding to feeling & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and intensity & b) respond to feeling
A) inform & b) persuade & c) entertain & d) indicate action


6. Identify one primary components of observing & to include...
A) reflect on feeling and intensity & b) respond to feeling
Look carefully
A) position & b) observe & c) posture & d) listen
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


7. Identify aspects considered during the initial stage of observing & to include...
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
A) behavior & b) appearance & c) environment
Open up communications with inmate rather than shutting it off


8. Identify components of good posturing & to include...
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) inform & b) persuade & c) entertain & d) indicate action


9. Define 'responding to feeling' as...
A) responding & b) asking questions
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Open up communications with inmate rather than shutting it off
The ability to capture in words the specific feelings being presented by inmate


10. Identify various questions to be asked in reflecting & 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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) give a response and reason


11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Active involvement in most activities
A) handling requests & b) making requests & c) reinforcing behavior
Refer the inmate to a counselor or other specialist at the facility


12. Define 'responding to content' as...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual


13. List various basic feeling words & to include...
A) behavior & b) appearance & c) environment
Holding your body in such a way to show strength & confidence & interest and control
A) happy & b) angry & c) confused & d) sad & e) scared
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


14. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) volume & b) emotion & c) pitch


15. Identify the steps in handling request & to include...
Active involvement in most activities
Identifying the behavior/action desired
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason


16. Identify the levels of responding & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) positive & b) negative & c) neutral


17. Explain clues that can be used to develop inferences & to include...
A) reflect on What was seen and heard & b) use a responding format
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
A) feeling cues & b) relationships & c) energy levels & d) values


18. Explain that questions are used in addition to the basic skills and responding techniques to...
A polite request & using 'please' or 'would appreciate'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off


19. Identify the 'add-on' skills in interpersonal communication & 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
A) content & b) feeling & c) feeling and meaning
A) responding & b) asking questions
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling


20. Identify one major element of positioning & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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
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


21. Explain that the statement 'human actions determine human reactions' means...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Reflect a person's prejudice and attitude
A) reflect on What was seen and heard & b) use a responding format
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


22. Identify one major element of positioning & to include...
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance
A) reflect on feeling and reason & b) respond to feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings


23. Define 'responding to content' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taken very seriously


24. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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) positive & b) negative & c) neutral


25. Identify steps of responding to content & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) give a response and reason
A) reflect on What was seen and heard & b) use a responding format


26. Define 'interpersonal communication' as...
A) check things out & b) take appropriate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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


27. Identify various necessary elements in checking things out & to include...
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
Open up communications with inmate rather than shutting it off
Reflect a person's prejudice and attitude


28. Two skills an officer needs for effective interpersonal communications...
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) check things out & b) give a response and reason
A) ability to size up the situation & b) ability to communicate well with inmates


29. Define 'taking action' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) volume & b) emotion & c) pitch


30. Identify two considerations for giving inmate a reason for your response & to include...
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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 one primary components of observing & to include...
A) reflect on feeling and intensity & b) respond to feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Look carefully
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


32. Identify several things an officer might look for when first coming on shift & to include...
Open up communications with inmate rather than shutting it off
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
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 steps in responding to feeling & to include...
A) responding & b) asking questions
A) use the 5WH method & b) reflect on answers and recycle
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and intensity & b) respond to feeling


35. Identify the three basic environments of every individual & to include...
A) check things out & b) give a response and reason
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) where he/she lives & b) where he/she works & c) where he/she learns
Taken very seriously


36. Explain that the statement 'human actions determine human reactions' means...
Open up communications with inmate rather than shutting it off
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Ability to control inmate behavior
Reflect a person's prejudice and attitude


37. Two skills an officer needs for effective interpersonal communications...
Identifying the behavior/action desired
A) ability to size up the situation & b) ability to communicate well with inmates
Taken very seriously
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


38. Define 'taking action' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Selecting the best way to make requests
A) use the 5WH method & b) reflect on answers and recycle


39. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Selecting the best way to make requests
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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


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


41. Identify steps in responding to feeling and meaning & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taken very seriously
A) reflect on feeling and reason & b) respond to feeling and meaning


42. Identify the techniques used in asking questions & to include...
Taken very seriously
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use the 5WH method & b) reflect on answers and recycle


43. Explain clues that can be used to develop inferences & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


44. Identify techniques to use in taking action & to include...
A polite request & using 'please' or 'would appreciate'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning


45. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Look carefully
Holding your body in such a way to show strength & confidence & interest and control
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)
Holding your body in such a way to show strength & confidence & interest and control


46. 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...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taken very seriously


47. List the application skills used in controlling behavior as...
A) behavior & b) appearance & c) environment
A) content & b) feeling & c) feeling and meaning
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior


48. Identify components of good posturing & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) content & b) feeling & c) feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


49. Identify two primary components of observing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


50. Identify steps involved in making requests & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) take appropriate action
A) who & b) what & c) why & d) where & e) when & f) how
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward