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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. 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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

2. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) content & b) feeling & c) feeling and meaning

3. Define 'posturing' as...
Active involvement in most activities
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
Active involvement in most activities

4. Identify three major elements of positioning & to include...
Active involvement in most activities
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)
The ability to capture in words the specific feelings being presented by inmate

5. Two skills an officer needs for effective interpersonal communications...
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) inform & b) persuade & c) entertain & d) indicate action

6. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
A) positive & b) negative & c) neutral
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

7. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) inform & b) persuade & c) entertain & d) indicate action
Active involvement in most activities
A) check things out & b) give a response and reason
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

8. Define 'interpersonal communication' 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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

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

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

11. Define 'softening a request' as...
Open up communications with inmate rather than shutting it off
A) who & b) what & c) why & d) where & e) when & f) how
A) low & b) moderate & c) high
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

12. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Ability to control inmate behavior
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format

13. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) volume & b) emotion & c) pitch
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format

14. Identify the categories of relationships and feelings 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
The ability to capture in words the specific feelings being presented by inmate
A) positive & b) negative & c) neutral
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

15. Identify the three basic environments of every individual & to include...
Identifying the behavior/action desired
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) check things out & b) take appropriate action

16. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A polite request & using 'please' or 'would appreciate'
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities

17. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) inform & b) persuade & c) entertain & d) indicate action
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

18. Define 'controlling behavior' as...
A) feeling cues & b) relationships & c) energy levels & d) values
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) content & b) feeling & c) feeling and meaning

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

20. Identify the techniques used in asking questions & to include...
Reflect a person's prejudice and attitude
A) feeling cues & b) relationships & c) energy levels & d) values
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

21. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
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
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)

22. Identify several things an officer might look for when first coming on shift & to include...
A) position & b) observe & c) posture & d) listen
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A polite request & using 'please' or 'would appreciate'
A) where he/she lives & b) where he/she works & c) where he/she learns

23. 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) 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
Taken very seriously
Transmission and receipt of a message to effect some kind of action

24. Define ' direct request format' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
Identifying the behavior/action desired
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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

26. Identify the purpose of communication & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) inform & b) persuade & c) entertain & d) indicate action
Look carefully
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

27. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) feeling cues & b) relationships & c) energy levels & d) values

28. Explain 'sizing up a situation as...
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
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

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) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

30. Explain that the statement 'human actions determine human reactions' means...
Active involvement in most activities
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Holding your body in such a way to show strength & confidence & interest and control
Open up communications with inmate rather than shutting it off

31. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) content & b) feeling & c) feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

32. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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
A) behavior & b) appearance & c) environment

33. Identify the major categories of energy levels and describe their respective characteristics as...
A) responding & b) asking questions
Identifying the behavior/action desired
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior

34. Define 'responding to feeling' as...
A) behavior & b) appearance & c) environment
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to capture in words the specific feelings being presented by inmate
A polite request & using 'please' or 'would appreciate'

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

36. Identify two primary components of observing & to include...
Active involvement in most activities
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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 feeling and intensity & b) respond to feeling

37. Identify that inferences are more likely to be...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) content & b) feeling & c) feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

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

39. Define 'taking action' as...
A polite request & using 'please' or 'would appreciate'
A) who & b) what & c) why & d) where & e) when & f) how
Refer the inmate to a counselor or other specialist at the facility
Selecting the best way to make requests

40. List various basic feeling words & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and reason & b) respond to feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared

41. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'

42. Explain that questions are used in addition to the basic skills and responding techniques to...
Refer the inmate to a counselor or other specialist at the facility
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Open up communications with inmate rather than shutting it off
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

43. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Refer the inmate to a counselor or other specialist at the facility
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

44. Explain that nonverbal communication can...

45. 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
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) position & b) observe & c) posture & d) listen
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

46. Define 'responding to feeling' as...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Active involvement in most activities
The ability to capture in words the specific feelings being presented by inmate

47. 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) content & b) feeling & c) feeling and meaning

48. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Keeping a safe distance
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

49. Two skills an officer needs for effective interpersonal communications...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) ability to size up the situation & b) ability to communicate well with inmates
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

50. Identify one consideration for giving inmate a reason for your response & to include...
A) check things out & b) give a response and reason
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) position & b) observe & c) posture & d) listen