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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 the steps in handling request & to include...
A) content & b) feeling & c) feeling and meaning
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
Active involvement in most activities

2. Two skills an officer needs for effective interpersonal communications...
A) check things out & b) take appropriate action
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action

3. Identify steps in responding to feeling & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
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
A) reflect on feeling and intensity & b) respond to feeling

4. Identify various questions to be asked in reflecting & to include...
Look carefully
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) who & b) what & c) why & d) where & e) when & f) how
A) position & b) observe & c) posture & d) listen

5. Define 'taking action' as...
A) check things out & b) take appropriate action
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
Taken very seriously

6. Identify one primary components of observing & to include...
Look carefully
A) responding & b) asking questions
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling

7. Identify the purpose of communication & to include...
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
A) where he/she lives & b) where he/she works & c) where he/she learns
Gathering information quickly and accurately regarding What is occurring in the surroundings

8. List the application skills used in controlling behavior as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) handling requests & b) making requests & c) reinforcing behavior
Keeping a safe distance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

9. Identify steps in responding to feeling & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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
A) reflect on feeling and intensity & b) respond to feeling

10. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Open up communications with inmate rather than shutting it off
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Ability to control inmate behavior
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

11. 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
A) reflect on feeling and reason & b) respond to feeling and meaning
A) who & b) what & c) why & d) where & e) when & f) how
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)

12. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
Keeping a safe distance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Ability to control inmate behavior

13. 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) positive & b) negative & c) neutral

14. 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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) handling requests & b) making requests & c) reinforcing behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

15. Identify techniques to use in taking action & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) who & b) what & c) why & d) where & e) when & f) how

16. Explain that questions are used in addition to the basic skills and responding techniques to...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Open up communications with inmate rather than shutting it off
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
Identifying the behavior/action desired

17. Explain that nonverbal communication can...

18. Explain 'sizing up a situation as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment

19. Identify steps in responding to feeling and meaning & to include...
Keeping a safe distance
A) reflect on What was seen and heard & b) use a responding format
Ability to control inmate behavior
A) reflect on feeling and reason & b) respond to feeling and meaning

20. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

21. Identify the levels of responding & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch
A) content & b) feeling & c) feeling and meaning

22. Define 'reinforcing behavior' as...
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns
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

23. Define 'responding to feeling' as...
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
The ability to capture in words the specific feelings being presented by inmate
Taken very seriously

24. 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) where he/she lives & b) where he/she works & c) where he/she learns

25. Identify techniques to use in taking action & to include...
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) volume & b) emotion & c) pitch
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

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

27. Explain clues that can be used to develop inferences & 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
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'
A) feeling cues & b) relationships & c) energy levels & d) values

28. Identify three characteristics of voice Which may be used to determine intensity & 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Selecting the best way to make requests
A) volume & b) emotion & c) pitch

29. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) volume & b) emotion & c) pitch
Look carefully
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

30. Identify the components of the 5WH method as asking...
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Open up communications with inmate rather than shutting it off

31. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

32. Identify several things an officer might look for when first coming on shift & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

34. Identify one primary components of observing & to include...
Look carefully
A) volume & b) emotion & c) pitch
A) feeling cues & b) relationships & c) energy levels & d) values
Transmission and receipt of a message to effect some kind of action

35. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Refer the inmate to a counselor or other specialist at the facility
Refer the inmate to a counselor or other specialist at the facility
A) where he/she lives & b) where he/she works & c) where he/she learns
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)

36. 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) position & b) observe & c) posture & d) listen
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) responding & b) asking questions

37. Define 'posturing' as...
A) reflect on feeling and intensity & b) respond to feeling
Open up communications with inmate rather than shutting it off
A) where he/she lives & b) where he/she works & c) where he/she learns
Holding your body in such a way to show strength & confidence & interest and control

38. Define 'controlling 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) 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

39. List various basic feeling words & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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) happy & b) angry & c) confused & d) sad & e) scared

40. Define 'interpersonal communication' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Transmission and receipt of a message to effect some kind of action
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on feeling and intensity & b) respond to feeling

41. Define ' direct request format' as...
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
Identifying the behavior/action desired
The ability to capture in words the specific feelings being presented by inmate

42. Identify steps involved in making requests & to include...
Keeping a safe distance
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
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

43. Identify the components of the 5WH method as asking...
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
Ability to control inmate behavior
A) who & b) what & c) why & d) where & e) when & f) how

44. Identify various necessary elements in checking things out & to include...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

45. Identify components of good posturing & 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

46. Identify the 'add-on' skills in interpersonal communication & to include...
A polite request & using 'please' or 'would appreciate'
A) responding & b) asking questions
A) feeling cues & b) relationships & c) energy levels & d) values
A) positive & b) negative & c) neutral

47. Identify steps of responding to content & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) give a response and reason

48. Identify one action and procedures that can reduce the crime rate within a correctional setting & 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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Ability to control inmate behavior

49. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and intensity & b) respond to feeling
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

50. Identify the steps involved in 'sizing up a situation &' 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
Ability to control inmate behavior
A) position & b) observe & c) posture & d) listen