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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 'responding to feeling and meaning' as...

2. Identify techniques to use in taking action & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) inform & b) persuade & c) entertain & d) indicate action
A) who & b) what & c) why & d) where & e) when & f) how

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

4. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and intensity & b) respond to feeling

5. Identify the levels of responding & to include...
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)
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

6. 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
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

7. Identify the techniques used in asking questions & 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) position & b) observe & c) posture & d) listen
A) use the 5WH method & b) reflect on answers and recycle
A) content & b) feeling & c) feeling and meaning

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

9. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
Ability to control inmate behavior
A) responding & b) asking questions
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

10. Identify the steps in handling request & 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) feeling cues & b) relationships & c) energy levels & d) values
A) who & b) what & c) why & d) where & e) when & f) how
A) check things out & b) give a response and reason

11. Identify components of good posturing & to include...
Active involvement in most activities
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) where he/she lives & b) where he/she works & c) where he/she learns
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

12. Two skills an officer needs for effective interpersonal communications...
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
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

13. Identify two primary components of observing & to include...
Identifying the behavior/action desired
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

14. Identify the three basic environments of every individual & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) happy & b) angry & c) confused & d) sad & e) scared

15. Define 'reinforcing behavior' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

16. Identify steps in listening & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values

17. Identify various questions to be asked in reflecting & to include...
A) content & b) feeling & c) feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

18. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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) handling requests & b) making requests & c) reinforcing behavior
A) handling requests & b) making requests & c) reinforcing behavior

19. Define 'taking action' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) who & b) what & c) why & d) where & e) when & f) how
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Selecting the best way to make requests

20. Identify the major categories of energy levels and describe their respective characteristics as...
A) who & b) what & c) why & d) where & e) when & f) how
A) low & b) moderate & c) high
A) content & b) feeling & c) feeling and meaning
A) reflect on feeling and reason & b) respond to feeling and meaning

21. Define 'controlling behavior' as...
A) volume & b) emotion & c) pitch
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

22. Explain 'sizing up a situation as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Gathering information quickly and accurately regarding What is occurring in the surroundings

23. Define 'responding to feeling' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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
Open up communications with inmate rather than shutting it off

24. Identify the steps in handling request & to include...
A) content & b) feeling & c) feeling and meaning
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) give a response and reason

25. Identify one primary components of observing & 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) happy & b) angry & c) confused & d) sad & e) scared
Look carefully
Ability to control inmate behavior

26. Identify several things an officer might look for when first coming on shift & to include...
Active involvement in most activities
Open up communications with inmate rather than shutting it off
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

27. Identify steps in responding to feeling & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Keeping a safe distance
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and intensity & b) respond to feeling

28. Define 'responding to feeling' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on What was seen and heard & b) use a responding format
The ability to capture in words the specific feelings being presented by inmate

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

30. Identify the steps involved in 'sizing up a situation &' to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) check things out & b) take appropriate action
A) position & b) observe & c) posture & d) listen

31. Identify steps involved in making requests & to include...
Refer the inmate to a counselor or other specialist at the facility
A) handling requests & b) making requests & c) reinforcing behavior
Reflect a person's prejudice and attitude
A) check things out & b) take appropriate action

32. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
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
The ability to capture in words the specific feelings being presented by inmate

33. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values
Keeping a safe distance

34. 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...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

36. Identify steps in responding to feeling & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) handling requests & b) making requests & c) reinforcing behavior
A) positive & b) negative & c) neutral
A) reflect on feeling and intensity & b) respond to feeling

37. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Open up communications with inmate rather than shutting it off
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

38. Explain that nonverbal communication can...

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

40. Identify one major element of positioning & to include...
Keeping a safe distance
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A) check things out & b) give a response and reason

41. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) feeling cues & b) relationships & c) energy levels & d) values
A) volume & b) emotion & c) pitch
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

42. Define 'responding to content' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

43. Identify that inferences are more likely to be...
Open up communications with inmate rather than shutting it off
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

44. 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...
A polite request & using 'please' or 'would appreciate'
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously
Open up communications with inmate rather than shutting it off

45. Identify aspects considered during the initial stage of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) behavior & b) appearance & c) environment
A) positive & b) negative & c) neutral
A) check things out & b) give a response and reason

46. Identify various necessary elements in checking things out & to include...
Refer the inmate to a counselor or other specialist at the facility
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)
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

47. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) reflect on feeling and intensity & b) respond to feeling
Active involvement in most activities
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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)

48. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reflect on feeling and reason & b) respond to feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

49. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) responding & b) asking questions

50. Define ' direct request format' as...
A) content & b) feeling & c) feeling and meaning
Active involvement in most activities
Selecting the best way to make requests
Identifying the behavior/action desired