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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 one consideration for giving inmate a reason for your response & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) responding & b) asking questions
A) check things out & b) take appropriate action
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

2. Explain that questions are used in addition to the basic skills and responding techniques to...
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) content & b) feeling & c) feeling and meaning

3. Two skills an officer needs for effective interpersonal communications...
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) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates

4. Identify the elements of reinforcing behavior as...
A) position & b) observe & c) posture & d) listen
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Taken very seriously

5. Identify the major categories of energy levels and describe their respective characteristics as...
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
A) where he/she lives & b) where he/she works & c) where he/she learns
A) low & b) moderate & c) high

6. Identify the techniques used in asking questions & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

7. Explain that nonverbal communication can...

8. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility
A) responding & b) asking questions
A) position & b) observe & c) posture & d) listen

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

10. Identify components of good posturing & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) inform & b) persuade & c) entertain & d) indicate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Refer the inmate to a counselor or other specialist at the facility

11. Define 'posturing' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Holding your body in such a way to show strength & confidence & interest and control
A) feeling cues & b) relationships & c) energy levels & d) values
A) responding & b) asking questions

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

13. Identify the major categories of energy levels and describe their respective characteristics as...
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) low & b) moderate & c) high
A) responding & b) asking questions

14. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) take appropriate action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

15. Identify the categories of relationships and feelings as...
A) happy & b) angry & c) confused & d) sad & e) scared
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) positive & b) negative & c) neutral
A) check things out & b) give a response and reason

16. Identify several things an officer might look for when first coming on shift & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) ability to size up the situation & b) ability to communicate well with inmates
A) ability to size up the situation & b) ability to communicate well with inmates
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

17. Identify steps of responding to content & to include...
Keeping a safe distance
A) reflect on What was seen and heard & b) use a responding format
A) feeling cues & b) relationships & c) energy levels & d) values
Holding your body in such a way to show strength & confidence & interest and control

18. Identify the elements of reinforcing behavior as...
A) check things out & b) take appropriate action
A) check things out & b) give a response and reason
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

19. 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) feeling cues & b) relationships & c) energy levels & d) values
A) low & b) moderate & c) high
A) who & b) what & c) why & d) where & e) when & f) how

20. Identify one major element of positioning & to include...
Keeping a safe distance
A) where he/she lives & b) where he/she works & c) where he/she learns
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)

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

22. 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
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

23. Explain clues that can be used to develop inferences & to include...
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
A) feeling cues & b) relationships & c) energy levels & d) values
A) inform & b) persuade & c) entertain & d) indicate action

24. Explain clues that can be used to develop inferences & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values
Ability to control inmate behavior
Look carefully

25. Identify three characteristics of voice Which may be used to determine intensity & to include...
Identifying the behavior/action desired
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
Look carefully

26. Identify one primary components of observing & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Look carefully
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

27. Identify the levels of responding & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason
A) inform & b) persuade & c) entertain & d) indicate action

28. 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) position & b) observe & c) posture & d) listen
Taken very seriously
A) ability to size up the situation & b) ability to communicate well with inmates
Keeping a safe distance

29. Explain that nonverbal communication can...

30. Identify two considerations for giving inmate a reason for your response & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Identifying the behavior/action desired

31. Define ' direct request format' as...
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off

32. Define 'controlling behavior' as...
A) positive & b) negative & c) neutral
A) use the 5WH method & b) reflect on answers and recycle
A) happy & b) angry & c) confused & d) sad & e) scared
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

33. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

34. 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) use the 5WH method & b) reflect on answers and recycle
Keeping a safe distance

35. Identify the components of the 5WH method as asking...
Identifying the behavior/action desired
A) who & b) what & c) why & d) where & e) when & f) how
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on feeling and reason & b) respond to feeling and meaning

36. Identify steps in responding to feeling and meaning & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and reason & b) respond to feeling and meaning
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Ability to control inmate behavior

37. Define 'softening a request' as...
A) volume & b) emotion & c) pitch
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Reflect a person's prejudice and attitude

38. 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
Transmission and receipt of a message to effect some kind of action
Keeping a safe distance
Reflect a person's prejudice and attitude

39. Identify various necessary elements in checking things out & 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) volume & b) emotion & c) pitch

40. Identify the steps in handling request & to include...
Refer the inmate to a counselor or other specialist at the facility
A) position & b) observe & c) posture & d) listen
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) give a response and reason

41. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

42. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
A) inform & b) persuade & c) entertain & d) indicate action

43. List the application skills used in controlling behavior as...
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior
Keeping a safe distance
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

44. Identify steps in responding to feeling & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) ability to size up the situation & b) ability to communicate well with inmates
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and intensity & b) respond to feeling

45. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) low & b) moderate & c) high
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

47. Explain 'sizing up a situation as...
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

48. Define 'controlling behavior' as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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) reflect on feeling and intensity & b) respond to feeling

49. Identify two considerations for giving inmate a reason for your response & to include...
A) reflect on What was seen and heard & b) use a responding format
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
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

50. Identify three major elements of positioning & to include...
A) reflect on What was seen and heard & b) use a responding format
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) inform & b) persuade & c) entertain & d) indicate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted