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 'add-on' skills in interpersonal communication & to include...
Selecting the best way to make requests
A) ability to size up the situation & b) ability to communicate well with inmates
A) responding & b) asking questions
A) reflect on feeling and reason & b) respond to feeling and meaning


2. List various basic feeling words & to include...
Reflect a person's prejudice and attitude
A) happy & b) angry & c) confused & d) sad & e) scared
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble


3. Define 'interpersonal communication' as...
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


4. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) behavior & b) appearance & c) environment
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Ability to control inmate behavior


5. Identify the techniques used in asking questions & to include...
Taken very seriously
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) use the 5WH method & b) reflect on answers and recycle


6. Identify techniques to use in taking action & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Keeping a safe distance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


7. List various basic feeling words & to include...
A) reflect on feeling and intensity & b) respond to feeling
Holding your body in such a way to show strength & confidence & interest and control
Transmission and receipt of a message to effect some kind of action
A) happy & b) angry & c) confused & d) sad & e) scared


8. Two skills an officer needs for effective interpersonal communications...
A) handling requests & b) making requests & c) reinforcing behavior
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
A) ability to size up the situation & b) ability to communicate well with inmates


9. Define 'reinforcing behavior' as...
The ability to capture in words the specific feelings being presented by inmate
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills


10. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) behavior & b) appearance & c) environment
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


11. Identify one primary components of observing & to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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


12. 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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Transmission and receipt of a message to effect some kind of action
A) volume & b) emotion & c) pitch


13. Identify the three basic environments of every individual & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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
A) where he/she lives & b) where he/she works & c) where he/she learns


14. Explain clues that can be used to develop inferences & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) feeling cues & b) relationships & c) energy levels & d) values
A) check things out & b) take appropriate action


15. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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) where he/she lives & b) where he/she works & c) where he/she learns


16. Identify the major categories of energy levels and describe their respective characteristics as...
A) ability to size up the situation & b) ability to communicate well with inmates
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) low & b) moderate & c) high


17. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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 polite request & using 'please' or 'would appreciate'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


18. Identify one major element of positioning & to include...
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Holding your body in such a way to show strength & confidence & interest and control
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


19. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
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


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

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21. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Ability to control inmate behavior


22. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
The ability to capture in words the specific feelings being presented by inmate
Active involvement in most activities
Ability to control inmate behavior
A) content & b) feeling & c) feeling and meaning


23. Explain that questions are used in addition to the basic skills and responding techniques to...
Identifying the behavior/action desired
A) reflect on What was seen and heard & b) use a responding format
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


24. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) low & b) moderate & c) high
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate


25. 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 intensity & b) respond to feeling
Refer the inmate to a counselor or other specialist at the facility
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) 'You're saying ________' & b) 'You look (or it looks) __________'


26. Identify several things an officer might look for when first coming on shift & to include...
A) handling requests & b) making requests & c) reinforcing behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) responding & b) asking questions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance


27. Identify the elements of reinforcing behavior as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Look carefully
A) reflect on feeling and intensity & b) respond to feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques


28. Identify the components of the 5WH method as asking...
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
Open up communications with inmate rather than shutting it off
Holding your body in such a way to show strength & confidence & interest and control


29. Identify one consideration for giving inmate a reason for your response & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) handling requests & b) making requests & c) reinforcing behavior


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

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

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32. 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 ability to capture in words the specific feelings being presented by inmate
Taken very seriously
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)
Gathering information quickly and accurately regarding What is occurring in the surroundings


33. Identify the categories of relationships and feelings as...
Reflect a person's prejudice and attitude
A) happy & b) angry & c) confused & d) sad & e) scared
A) positive & b) negative & c) neutral
Identifying the behavior/action desired


34. Identify the 'add-on' skills in interpersonal communication & to include...
A) volume & b) emotion & c) pitch
A) responding & b) asking questions
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired


35. Identify three major elements of positioning & to include...
A) check things out & b) give a response and reason
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions


36. Identify components of good posturing & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward


37. Identify the three basic environments of every individual & to include...
Keeping a safe distance
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired
A) low & b) moderate & c) high


38. Identify steps in responding to feeling and meaning & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and reason & b) respond to feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


39. Define 'softening a request' as...
Open up communications with inmate rather than shutting it off
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings


40. Identify two considerations for giving inmate a reason for your response & 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
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
Open up communications with inmate rather than shutting it off
A) inform & b) persuade & c) entertain & d) indicate action


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

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42. Identify techniques to use in taking action & 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) use the 5WH method & b) reflect on answers and recycle
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Identifying the behavior/action desired


43. Explain clues that can be used to develop inferences & to include...
Transmission and receipt of a message to effect some kind of action
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format
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)


44. Define 'interpersonal communication' as...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Transmission and receipt of a message to effect some kind of action


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

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46. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A polite request & using 'please' or 'would appreciate'
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Accurate if they are based on detailed and concrete observations rather than on vague & general ones


47. Identify three major elements of positioning & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)


48. Define 'responding to content' as...
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) where he/she lives & b) where he/she works & c) where he/she learns
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort


49. Identify the steps in handling request & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) low & b) moderate & c) high
A) check things out & b) give a response and reason


50. Identify steps involved in making requests & to include...
Selecting the best way to make requests
A) check things out & b) take appropriate action
A) low & b) moderate & c) high
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response