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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 'mild request format: as...

2. Identify the purpose of communication & to include...
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and reason & b) respond to feeling and meaning
Keeping a safe distance

3. Identify that inferences are more likely to be...
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) 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

5. 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 polite request & using 'please' or 'would appreciate'
A) reflect on feeling and reason & b) respond to feeling and meaning
Reflect a person's prejudice and attitude

6. Define 'softening a request' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) position & b) observe & c) posture & d) listen

7. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Transmission and receipt of a message to effect some kind of action

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

9. Define 'responding to content' as...
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Reflect a person's prejudice and attitude

10. Define 'interpersonal communication' as...
A) reflect on feeling and intensity & b) respond to feeling
Taken very seriously
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral

11. Define 'controlling behavior' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) behavior & b) appearance & c) environment
Selecting the best way to make requests

12. Identify one consideration for giving inmate a reason for your response & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) low & b) moderate & c) high

13. List the application skills used in controlling behavior 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)
Refer the inmate to a counselor or other specialist at the facility
A) handling requests & b) making requests & c) reinforcing behavior

14. Identify steps in responding to feeling and meaning & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on feeling and reason & b) respond to feeling and meaning
A) low & b) moderate & c) high

15. Identify one primary components of observing & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests

16. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and reason & b) respond to feeling and meaning
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use the 5WH method & b) reflect on answers and recycle

17. Identify steps in listening & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to capture in words the specific feelings being presented by inmate
The ability to capture in words the specific feelings being presented by inmate

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

19. Identify various questions to be asked in reflecting & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) reflect on feeling and reason & b) respond to feeling and meaning
A) position & b) observe & c) posture & d) listen
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

20. Identify the components of the 5WH method as asking...
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 intensity & b) respond to feeling
A) low & b) moderate & c) high
A) who & b) what & c) why & d) where & e) when & f) how

21. Explain clues that can be used to develop inferences & to include...
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
Identifying the behavior/action desired

22. Identify steps in listening & to include...
A) use the 5WH method & b) reflect on answers and recycle
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
A) behavior & b) appearance & c) environment

23. Define 'posturing' as...
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
Holding your body in such a way to show strength & confidence & interest and control
Open up communications with inmate rather than shutting it off

24. Define 'responding to content' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) positive & b) negative & c) neutral
A) inform & b) persuade & c) entertain & d) indicate 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)
A) positive & b) negative & c) neutral

26. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) reflect on What was seen and heard & b) use a responding format
Identifying the behavior/action desired
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)

27. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
Ability to control inmate behavior

28. Two skills an officer needs for effective interpersonal communications...
A) inform & b) persuade & c) entertain & d) indicate action
A) ability to size up the situation & b) ability to communicate well with inmates
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

29. Identify the steps involved in 'sizing up a situation &' 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) where he/she lives & b) where he/she works & c) where he/she learns
A) position & b) observe & c) posture & d) listen
Ability to control inmate behavior

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

31. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

32. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) ability to size up the situation & b) ability to communicate well with inmates
Look carefully

33. Identify steps involved in making requests & 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
Look carefully
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

34. Identify various questions to be asked in reflecting & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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

35. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior
Reflect a person's prejudice and attitude
Open up communications with inmate rather than shutting it off

36. Define 'taking action' as...
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests
Open up communications with inmate rather than shutting it off
Holding your body in such a way to show strength & confidence & interest and control

37. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

38. Define 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and intensity & b) respond to feeling

39. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

40. Define 'reinforcing behavior' as...
Reflect a person's prejudice and attitude
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates

41. Identify the steps in handling request & to include...
A) use the 5WH method & b) reflect on answers and recycle
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 polite request & using 'please' or 'would appreciate'

42. 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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) content & b) feeling & c) feeling and meaning
Look carefully

43. Identify several things an officer might look for when first coming on shift & to include...
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

44. Two skills an officer needs for effective interpersonal communications...
Active involvement in most activities
A) positive & b) negative & c) neutral
A) ability to size up the situation & b) ability to communicate well with inmates
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

45. Define 'reinforcing behavior' as...
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
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility

46. Identify one major element of positioning & to include...
Open up communications with inmate rather than shutting it off
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Keeping a safe distance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

47. Identify the techniques used in asking questions & to include...
Refer the inmate to a counselor or other specialist at the facility
A) ability to size up the situation & b) ability to communicate well with inmates
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how

48. 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
Selecting the best way to make requests
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

49. Identify three major elements of positioning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Active involvement in most activities
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Keeping a safe distance

50. Identify steps in responding to feeling & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Keeping a safe distance
Reflect a person's prejudice and attitude
A) reflect on feeling and intensity & b) respond to feeling