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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 two primary components of observing & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Active involvement in most activities
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. 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
Identifying the behavior/action desired
A) reflect on feeling and intensity & b) respond to feeling
A) handling requests & b) making requests & c) reinforcing behavior

3. Identify the 'add-on' skills in interpersonal communication & 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
A) responding & b) asking questions
A) low & b) moderate & c) high

4. Identify two considerations for giving inmate a reason for your response & to include...
A) behavior & b) appearance & c) environment
A) responding & b) asking questions
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) reflect on What was seen and heard & b) use a responding format

5. Identify several things an officer might look for when first coming on shift & 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) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

6. Identify the components of the 5WH method as asking...
A) positive & b) negative & c) neutral
A) who & b) what & c) why & d) where & e) when & f) how
A) where he/she lives & b) where he/she works & c) where he/she learns
Gathering information quickly and accurately regarding What is occurring in the surroundings

7. Identify techniques to use in taking action & 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

8. Identify the steps involved in 'sizing up a situation &' to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) position & b) observe & c) posture & d) listen
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values

9. Identify the steps involved in 'sizing up a situation &' to include...
Identifying the behavior/action desired
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
A) position & b) observe & c) posture & d) listen

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

11. Define 'taking action' as...
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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)

12. 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 reason & b) respond to feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action
Refer the inmate to a counselor or other specialist at the facility
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

13. Identify two primary components of observing & to include...
A) check things out & b) give a response and reason
A) use the 5WH method & b) reflect on answers and recycle
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

14. Identify steps in listening & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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)

15. Identify steps involved in making requests & 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
A) check things out & b) take appropriate action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Holding your body in such a way to show strength & confidence & interest and control

16. Define 'controlling behavior' as...
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

17. Identify steps involved in making requests & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) take appropriate action
A) content & b) feeling & c) feeling and meaning

18. Define 'responding to feeling' as...
Look carefully
A) happy & b) angry & c) confused & d) sad & e) scared
The ability to capture in words the specific feelings being presented by inmate
A) behavior & b) appearance & c) environment

19. Identify one consideration for giving inmate a reason for your response & to include...
Look carefully
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) where he/she lives & b) where he/she works & c) where he/she learns
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

20. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) where he/she lives & b) where he/she works & c) where he/she learns
A) volume & b) emotion & c) pitch

21. Define ' direct request format' as...
Reflect a person's prejudice and attitude
A) where he/she lives & b) where he/she works & c) where he/she learns
Identifying the behavior/action desired
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

22. Identify steps of responding to content & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) behavior & b) appearance & c) environment
A) reflect on What was seen and heard & b) use a responding format
Holding your body in such a way to show strength & confidence & interest and control

23. Define 'softening a request' as...
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

24. Explain clues that can be used to develop inferences & 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) 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) where he/she lives & b) where he/she works & c) where he/she learns

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Active involvement in most activities
A) check things out & b) give a response and reason
Transmission and receipt of a message to effect some kind of action

26. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) low & b) moderate & c) high
Look carefully
A) who & b) what & c) why & d) where & e) when & f) how
A) volume & b) emotion & c) pitch

27. Identify the steps in handling request & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) give a response and reason
A) low & b) moderate & c) high
A) feeling cues & b) relationships & c) energy levels & d) values

28. Explain that questions are used in addition to the basic skills and responding techniques to...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Open up communications with inmate rather than shutting it off

29. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) who & b) what & c) why & d) where & e) when & f) how
Ability to control inmate behavior
Active involvement in most activities

30. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) who & b) what & c) why & d) where & e) when & f) how
A) feeling cues & b) relationships & c) energy levels & d) values
Reflect a person's prejudice and attitude

31. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

32. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) reflect on feeling and intensity & b) respond to feeling
Holding your body in such a way to show strength & confidence & interest and control
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)

33. 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
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
A) check things out & b) take appropriate action

34. 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
A) ability to size up the situation & b) ability to communicate well with inmates
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Taken very seriously

35. 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
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

36. Two skills an officer needs for effective interpersonal communications...
Ability to control inmate behavior
A) ability to size up the situation & b) ability to communicate well with inmates
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

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

38. Explain 'sizing up a situation as...
A) ability to size up the situation & b) ability to communicate well with inmates
Gathering information quickly and accurately regarding What is occurring in the surroundings
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

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

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

41. Identify one major element of positioning & to include...
Keeping a safe distance
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
Selecting the best way to make requests

42. Identify steps in listening & to include...
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Active involvement in most activities

43. List various basic feeling words & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Holding your body in such a way to show strength & confidence & interest and control
A) happy & b) angry & c) confused & d) sad & e) scared
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

44. Identify the levels of responding & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
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

45. Identify two considerations for giving inmate a reason for your response & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) give a response and reason
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

46. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) positive & b) negative & c) neutral
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
A) 'You're saying ________' & b) 'You look (or it looks) __________'

47. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
The ability to capture in words the specific feelings being presented by inmate
Selecting the best way to make requests
A) handling requests & b) making requests & c) reinforcing behavior

48. Identify the purpose of communication & to include...
A) behavior & b) appearance & c) environment
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

49. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) behavior & b) appearance & c) environment
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) behavior & b) appearance & c) environment

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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) ability to size up the situation & b) ability to communicate well with inmates