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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 steps in listening & to include...
A) content & b) feeling & c) feeling and meaning
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

2. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Active involvement in most activities
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taken very seriously
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

3. Identify two considerations for giving inmate a reason for your response & to include...
A) use the 5WH method & b) reflect on answers and recycle
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

4. 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) content & b) feeling & c) feeling and meaning
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
A) responding & b) asking questions

5. Two skills an officer needs for effective interpersonal communications...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) 'You're saying ________' & b) 'You look (or it looks) __________'
The ability to capture in words the specific feelings being presented by inmate
A) ability to size up the situation & b) ability to communicate well with inmates

6. Identify the elements of reinforcing behavior as...
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 polite request & using 'please' or 'would appreciate'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

7. Two skills an officer needs for effective interpersonal communications...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) ability to size up the situation & b) ability to communicate well with inmates

8. Explain that nonverbal communication can...

9. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates

10. Identify the levels of responding & to include...
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning
A) check things out & b) take appropriate action

11. Identify components of good posturing & to include...
A) low & b) moderate & c) high
A) check things out & b) take appropriate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

12. Identify various necessary elements in checking things out & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) handling requests & b) making requests & c) reinforcing behavior
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

13. Explain that the statement 'human actions determine human reactions' means...
A) where he/she lives & b) where he/she works & c) where he/she learns
The ability to capture in words the specific feelings being presented by inmate
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

14. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Look carefully
A) reflect on feeling and intensity & b) respond to feeling

15. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
Holding your body in such a way to show strength & confidence & interest and control
A polite request & using 'please' or 'would appreciate'
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

16. Identify techniques to use in taking action & to include...
A) check things out & b) give a response and reason
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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

17. List various basic feeling words & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) happy & b) angry & c) confused & d) sad & e) scared
A) inform & b) persuade & c) entertain & d) indicate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

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

20. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) handling requests & b) making requests & c) reinforcing behavior
A) low & b) moderate & c) high
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

21. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) responding & b) asking questions

22. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and intensity & b) respond to feeling

23. 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
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
A) who & b) what & c) why & d) where & e) when & f) how

24. Define 'reinforcing behavior' as...
Ability to control inmate behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) where he/she lives & b) where he/she works & c) where he/she learns
Taken very seriously

25. Identify components of good posturing & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) feeling cues & b) relationships & c) energy levels & d) values
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

26. Define ' direct request format' as...
Identifying the behavior/action desired
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment

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

28. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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) content & b) feeling & c) feeling and meaning

29. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A polite request & using 'please' or 'would appreciate'
The ability to capture in words the specific feelings being presented by inmate

30. Identify three major elements of positioning & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch

31. Define 'softening a request' as...
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) check things out & b) take appropriate action

32. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A polite request & using 'please' or 'would appreciate'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) feeling cues & b) relationships & c) energy levels & d) values
Reflect a person's prejudice and attitude

33. Identify steps in responding to feeling & to include...
Identifying the behavior/action desired
Refer the inmate to a counselor or other specialist at the facility
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) reflect on feeling and intensity & b) respond to feeling

34. Identify one major element 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
A) who & b) what & c) why & d) where & e) when & f) how
Keeping a safe distance
A) reflect on feeling and intensity & b) respond to feeling

35. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) responding & b) asking questions
A) position & b) observe & c) posture & d) listen
Ability to control inmate behavior
A) behavior & b) appearance & c) environment

36. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Transmission and receipt of a message to effect some kind of action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns

37. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) check things out & b) give a response and reason
Look carefully
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)

38. Explain that questions are used in addition to the basic skills and responding techniques to...
A) responding & b) asking questions
A) low & b) moderate & c) high
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

39. Identify several things an officer might look for when first coming on shift & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Transmission and receipt of a message to effect some kind of action
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

40. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
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) responding & b) asking questions
Refer the inmate to a counselor or other specialist at the facility

41. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reflect on What was seen and heard & b) use a responding format
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

42. Identify steps involved in making requests & to include...
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
A) check things out & b) take appropriate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

43. Identify various questions to be asked in reflecting & 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)
Selecting the best way to make requests
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

44. Identify the categories of relationships and feelings as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) low & b) moderate & c) high
Taken very seriously
A) positive & b) negative & c) neutral

45. Identify the 'add-on' skills in interpersonal communication & to include...
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
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates

46. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

47. Identify steps in responding to feeling and meaning & to include...
Transmission and receipt of a message to effect some kind of action
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
A) reflect on feeling and reason & b) respond to feeling and meaning

48. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral
A) volume & b) emotion & c) pitch

49. Define 'responding to feeling' as...
A) handling requests & b) making requests & c) reinforcing behavior
Refer the inmate to a counselor or other specialist at the facility
The ability to capture in words the specific feelings being presented by inmate
A polite request & using 'please' or 'would appreciate'

50. Identify the steps involved in 'sizing up a situation &' to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Active involvement in most activities
A) position & b) observe & c) posture & d) listen
A) responding & b) asking questions