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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. Two skills an officer needs for effective interpersonal communications...
A) reflect on What was seen and heard & b) use a responding format
A) ability to size up the situation & b) ability to communicate well with inmates
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Active involvement in most activities

2. 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) __________'
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) give a response and reason
Active involvement in most activities

3. 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
Transmission and receipt of a message to effect some kind of action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) handling requests & b) making requests & c) reinforcing behavior

4. Identify the categories of relationships and feelings as...
Taken very seriously
A) positive & b) negative & c) neutral
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

5. Identify two considerations for giving inmate a reason for your response & to include...
A) low & b) moderate & c) high
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Look carefully

6. Identify the steps involved in 'sizing up a situation &' 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) position & b) observe & c) posture & d) listen
A) who & b) what & c) why & d) where & e) when & f) how
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

7. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
The ability to capture in words the specific feelings being presented by inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

8. Identify two primary components of observing & 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 polite request & using 'please' or 'would appreciate'
Selecting the best way to make requests

9. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) who & b) what & c) why & d) where & e) when & f) how
A) position & b) observe & c) posture & d) listen
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

10. Identify the steps in handling request & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) give a response and reason

11. Define 'posturing' 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) inform & b) persuade & c) entertain & d) indicate action
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired

12. Identify various necessary elements in checking things out & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) who & b) what & c) why & d) where & e) when & f) how
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

13. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high
A) use the 5WH method & b) reflect on answers and recycle
A) volume & b) emotion & c) pitch

14. Identify three major elements of positioning & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Look carefully
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

15. Identify the elements of reinforcing behavior 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) reinforce positively and negatively & b) use verbal and nonverbal techniques
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) positive & b) negative & c) neutral

16. Identify steps in responding to feeling & to include...
A) reflect on What was seen and heard & b) use a responding format
A) reflect on feeling and intensity & b) respond to feeling
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) responding & b) asking questions

17. Identify the steps in handling request & to include...
A) positive & b) negative & c) neutral
A) check things out & b) give a response and reason
A) volume & b) emotion & c) pitch
Refer the inmate to a counselor or other specialist at the facility

18. Identify that inferences are more likely to be...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

19. Explain that the statement 'human actions determine human reactions' means...
A) content & b) feeling & c) feeling and meaning
A) check things out & b) take appropriate action
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously

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

21. 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
Reflect a person's prejudice and attitude
A) behavior & b) appearance & c) environment
A) reflect on feeling and reason & b) respond to feeling and meaning

22. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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) 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
Refer the inmate to a counselor or other specialist at the facility

23. Define 'softening a request' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) handling requests & b) making requests & c) reinforcing behavior
Taken very seriously
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 one primary components of observing & to include...
Reflect a person's prejudice and attitude
Look carefully
A) position & b) observe & c) posture & d) listen
A) check things out & b) take appropriate action

25. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A polite request & using 'please' or 'would appreciate'
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

26. Define 'controlling behavior' as...
A) responding & b) asking questions
A) low & b) moderate & c) high
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

27. Define 'taking action' as...
Selecting the best way to make requests
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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

28. Explain that questions are used in addition to the basic skills and responding techniques to...
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)
A) where he/she lives & b) where he/she works & c) where he/she learns
Open up communications with inmate rather than shutting it off

29. Identify one major element of positioning & to include...
Keeping a safe distance
A) responding & b) asking questions
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

30. Identify the major categories of energy levels and describe their respective characteristics as...
A) low & b) moderate & c) high
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests
A) check things out & b) give a response and reason

31. 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) use the 5WH method & b) reflect on answers and recycle
Taken very seriously
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior

32. 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
Identifying the behavior/action desired
Open up communications with inmate rather than shutting it off
Ability to control inmate behavior

33. Identify steps in listening & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
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

34. Identify steps of responding to content & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities
A) position & b) observe & c) posture & d) listen
A) reflect on What was seen and heard & b) use a responding format

35. 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
Identifying the behavior/action desired
A) position & b) observe & c) posture & d) listen
A polite request & using 'please' or 'would appreciate'

36. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) check things out & b) take appropriate action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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) volume & b) emotion & c) pitch

37. 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) inform & b) persuade & c) entertain & d) indicate 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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

38. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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)
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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

39. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Open up communications with inmate rather than shutting it off
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) volume & b) emotion & c) pitch

40. List the application skills used in controlling behavior as...
Holding your body in such a way to show strength & confidence & interest and control
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) handling requests & b) making requests & c) reinforcing behavior
A) responding & b) asking questions

41. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) happy & b) angry & c) confused & d) sad & e) scared
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)
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

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

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

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

45. Identify various necessary elements in checking things out & to include...
Selecting the best way to make requests
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) feeling cues & b) relationships & c) energy levels & d) values
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

46. Explain that nonverbal communication can...

47. Define 'reinforcing behavior' as...
A) check things out & b) take appropriate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

48. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) handling requests & b) making requests & c) reinforcing behavior
Selecting the best way to make requests
A) check things out & b) take appropriate action

49. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) give a response and reason
Ability to control inmate behavior
Selecting the best way to make requests

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