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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 levels of responding & to include...
Ability to control inmate behavior
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) low & b) moderate & c) high
A) content & b) feeling & c) feeling and meaning

2. Identify three characteristics of voice Which may be used to determine intensity & 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)
A) reflect on feeling and intensity & b) respond to feeling
Ability to control inmate behavior
A) volume & b) emotion & c) pitch

3. Identify the 'add-on' skills in interpersonal communication & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) responding & b) asking questions
A) check things out & b) take appropriate action
A) ability to size up the situation & b) ability to communicate well with inmates

4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Active involvement in most activities
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Ability to control inmate behavior

5. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) check things out & b) give a response and reason
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) volume & b) emotion & c) pitch
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

6. Explain clues that can be used to develop inferences & to include...
A) content & b) feeling & c) feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

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

8. Two skills an officer needs for effective interpersonal communications...
Selecting the best way to make requests
Keeping a safe distance
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on What was seen and heard & b) use a responding format

9. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason
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

10. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Transmission and receipt of a message to effect some kind of action
A) handling requests & b) making requests & c) reinforcing behavior
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
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)

11. Identify the steps in handling request & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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)
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

12. Explain clues that can be used to develop inferences & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Identifying the behavior/action desired
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) feeling cues & b) relationships & c) energy levels & d) values

13. Explain that nonverbal communication can...

14. Identify one consideration for giving inmate a reason for your response & to include...
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
A) responding & b) asking questions
A polite request & using 'please' or 'would appreciate'

15. Define ' direct request format' as...
Reflect a person's prejudice and attitude
A) responding & b) asking questions
Identifying the behavior/action desired
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)

16. Identify several things an officer might look for when first coming on shift & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) use the 5WH method & b) reflect on answers and recycle

17. Identify the elements of reinforcing behavior as...
A) content & b) feeling & c) feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Refer the inmate to a counselor or other specialist at the facility
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

18. Identify various questions to be asked in reflecting & to include...
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

19. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously

20. Identify techniques to use in taking action & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) behavior & b) appearance & c) environment
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) content & b) feeling & c) feeling and meaning

21. Explain that the statement 'human actions determine human reactions' means...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) behavior & b) appearance & c) environment
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

22. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

23. List various basic feeling words & to include...
A) volume & b) emotion & c) pitch
A) happy & b) angry & c) confused & d) sad & e) scared
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

24. Identify the 'add-on' skills in interpersonal communication & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

25. Identify steps involved in making requests & to include...
A) low & b) moderate & c) high
A) behavior & b) appearance & c) environment
Active involvement in most activities
A) check things out & b) take appropriate action

26. 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
Look carefully
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

28. List the application skills used in controlling behavior as...
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) check things out & b) take appropriate action
A) handling requests & b) making requests & c) reinforcing behavior

29. Identify the categories of relationships and feelings as...
Ability to control inmate behavior
A) feeling cues & b) relationships & c) energy levels & d) values
A) where he/she lives & b) where he/she works & c) where he/she learns
A) positive & b) negative & c) neutral

30. Identify two primary components of observing & to include...
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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

31. Identify three major elements of positioning & to include...
Taken very seriously
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

32. 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
Ability to control inmate behavior
Refer the inmate to a counselor or other specialist at the facility
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

33. Explain that nonverbal communication can...

34. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) feeling cues & b) relationships & c) energy levels & d) values
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Gathering information quickly and accurately regarding What is occurring in the surroundings

35. Identify steps in listening & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

37. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
Refer the inmate to a counselor or other specialist at the facility

38. Explain that questions are used in addition to the basic skills and responding techniques to...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action
Taken very seriously

39. Identify the three basic environments of every individual & to include...
A) position & b) observe & c) posture & d) listen
A) where he/she lives & b) where he/she works & c) where he/she learns
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)

40. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) happy & b) angry & c) confused & d) sad & e) scared
A) where he/she lives & b) where he/she works & c) where he/she learns
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Refer the inmate to a counselor or other specialist at the facility

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

42. Identify steps in responding to feeling & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and intensity & b) respond to feeling
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) check things out & b) give a response and reason

43. Identify the steps involved in 'sizing up a situation &' to include...
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
Selecting the best way to make requests
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

44. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

45. Define 'reinforcing behavior' as...
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) __________'
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired

46. Identify steps in listening & 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)
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

47. Identify the techniques used in asking questions & 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
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

48. Identify one major element of positioning & to include...
Holding your body in such a way to show strength & confidence & interest and control
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

49. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) position & b) observe & c) posture & d) listen
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action

50. Identify steps involved in making requests & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) take appropriate action
Open up communications with inmate rather than shutting it off
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual