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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. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Open up communications with inmate rather than shutting it off

2. Identify the categories of relationships and feelings as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) positive & b) negative & c) neutral
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on What was seen and heard & b) use a responding format

3. Define 'responding to feeling' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to capture in words the specific feelings being presented by inmate
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) give a response and reason

4. Identify aspects considered during the initial stage of observing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) behavior & b) appearance & c) environment
A) reflect on What was seen and heard & b) use a responding format
Reflect a person's prejudice and attitude

5. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) handling requests & b) making requests & c) reinforcing behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
The ability to capture in words the specific feelings being presented by inmate

6. Define 'posturing' as...
A) use the 5WH method & b) reflect on answers and recycle
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
Holding your body in such a way to show strength & confidence & interest and control

7. Identify steps in responding to feeling and meaning & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and reason & b) respond to feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared

8. Identify techniques to use in taking action & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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
Holding your body in such a way to show strength & confidence & interest and control

9. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Selecting the best way to make requests
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility
A) reflect on feeling and intensity & b) respond to feeling

10. 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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A polite request & using 'please' or 'would appreciate'
A) check things out & b) take appropriate action

11. Identify the 'add-on' skills in interpersonal communication & 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
Active involvement in most activities
A) content & b) feeling & c) feeling and meaning
A) responding & b) asking questions

12. Define 'softening a request' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reflect on feeling and reason & b) respond to feeling and meaning
A) content & b) feeling & c) feeling and meaning

13. Identify steps of responding to content & to include...
Ability to control inmate behavior
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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

14. Define ' direct request format' as...
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired
A) reflect on feeling and reason & b) respond to feeling and meaning
Open up communications with inmate rather than shutting it off

15. Identify the techniques used in asking questions & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) who & b) what & c) why & d) where & e) when & f) how
A) use the 5WH method & b) reflect on answers and recycle
A) 'You're saying ________' & b) 'You look (or it looks) __________'

16. Explain clues that can be used to develop inferences & to include...
Holding your body in such a way to show strength & confidence & interest and control
A) check things out & b) take appropriate action
A) feeling cues & b) relationships & c) energy levels & d) values
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

17. 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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
A polite request & using 'please' or 'would appreciate'
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

18. Identify that inferences are more likely to be...
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Holding your body in such a way to show strength & confidence & interest and control
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

19. Define 'reinforcing behavior' as...
A) responding & b) asking questions
Holding your body in such a way to show strength & confidence & interest and control
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

20. Identify steps involved in making requests & to include...
Open up communications with inmate rather than shutting it off
A) volume & b) emotion & c) pitch
A) check things out & b) take appropriate action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

21. Identify aspects considered during the initial stage of observing & 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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) behavior & b) appearance & c) environment
A) content & b) feeling & c) feeling and meaning

22. 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) 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
Taken very seriously
A) use the 5WH method & b) reflect on answers and recycle

23. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Refer the inmate to a counselor or other specialist at the facility
Active involvement in most activities
Gathering information quickly and accurately regarding What is occurring in the surroundings
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

24. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
Gathering information quickly and accurately regarding What is occurring in the surroundings
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

25. Explain that nonverbal communication can...

26. Identify the steps in handling request & to include...
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) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) give a response and reason

27. Explain that questions are used in addition to the basic skills and responding techniques to...
The ability to capture in words the specific feelings being presented by inmate
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

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

29. Define 'controlling behavior' 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

30. 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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

31. Identify various questions to be asked in reflecting & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Selecting the best way to make requests
A) feeling cues & b) relationships & c) energy levels & d) values

32. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) reflect on feeling and intensity & b) respond to feeling
A) feeling cues & b) relationships & c) energy levels & d) values
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

33. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) behavior & b) appearance & c) environment

34. Identify the steps involved in 'sizing up a situation &' to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) ability to size up the situation & b) ability to communicate well with inmates
Identifying the behavior/action desired
A) position & b) observe & c) posture & d) listen

35. Identify steps in responding to feeling & 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) reflect on feeling and intensity & b) respond to feeling
The ability to capture in words the specific feelings being presented by inmate

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

37. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) volume & b) emotion & c) pitch
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

38. Define 'controlling behavior' as...
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
Keeping a safe distance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

39. Identify the major categories of energy levels and describe their respective characteristics as...
Identifying the behavior/action desired
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

40. Identify the techniques used in asking questions & to include...
Taken very seriously
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

41. Identify two considerations for giving inmate a reason for your response & to include...
A) reflect on feeling and intensity & b) respond to feeling
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) 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

42. Identify one consideration for giving inmate a reason for your response & to include...
Holding your body in such a way to show strength & confidence & interest and control
Refer the inmate to a counselor or other specialist at the facility
A) handling requests & b) making requests & c) reinforcing behavior
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

43. Identify the levels of responding & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) content & b) feeling & c) 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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

44. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Holding your body in such a way to show strength & confidence & interest and control
Holding your body in such a way to show strength & confidence & interest and control

45. Define 'responding to content' as...
A polite request & using 'please' or 'would appreciate'
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) ability to size up the situation & b) ability to communicate well with inmates
A) position & b) observe & c) posture & d) listen

46. 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) reflect on What was seen and heard & b) use a responding format
Transmission and receipt of a message to effect some kind of action
Refer the inmate to a counselor or other specialist at the facility

47. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) behavior & b) appearance & c) environment
A) reflect on feeling and reason & b) respond to feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control

48. Define 'interpersonal communication' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Transmission and receipt of a message to effect some kind of action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

49. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Identifying the behavior/action desired
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) position & b) observe & c) posture & d) listen
Transmission and receipt of a message to effect some kind of action
A) check things out & b) take appropriate action