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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. Define 'controlling behavior' as...
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) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

2. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
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)
Reflect a person's prejudice and attitude

3. List the application skills used in controlling behavior as...
A) reflect on feeling and intensity & b) respond to feeling
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) give a response and reason

4. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and reason & b) respond to feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

5. Identify steps in responding to feeling and meaning & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) reflect on feeling and reason & b) respond to feeling and meaning
The ability to capture in words the specific feelings being presented by inmate

6. Identify the major categories of energy levels and describe their respective characteristics as...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) position & b) observe & c) posture & d) listen
A) low & b) moderate & c) high
Reflect a person's prejudice and attitude

7. Define 'interpersonal communication' as...
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
A) happy & b) angry & c) confused & d) sad & e) scared
A) volume & b) emotion & c) pitch

8. List various basic feeling words & to include...
Look carefully
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings

9. Define 'responding to feeling' as...
A polite request & using 'please' or 'would appreciate'
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
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

10. 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
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) content & b) feeling & c) feeling and meaning
A) inform & b) persuade & c) entertain & d) indicate action

11. 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
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests
A) ability to size up the situation & b) ability to communicate well with inmates

12. Explain that questions are used in addition to the basic skills and responding techniques to...
Reflect a person's prejudice and attitude
Open up communications with inmate rather than shutting it off
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

13. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior

14. Define 'interpersonal communication' as...
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)
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously

15. Identify the major categories of energy levels and describe their respective characteristics as...
A) positive & b) negative & c) neutral
A) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling
A) low & b) moderate & c) high

16. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
Reflect a person's prejudice and attitude
A) position & b) observe & c) posture & d) listen

17. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) use the 5WH method & b) reflect on answers and recycle
Selecting the best way to make requests

18. Define 'softening a request' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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) 'You're saying ________' & b) 'You look (or it looks) __________'

19. 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) use the 5WH method & b) reflect on answers and recycle
Reflect a person's prejudice and attitude
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

20. Identify the steps involved in 'sizing up a situation &' to include...
Reflect a person's prejudice and attitude
A) check things out & b) give a response and reason
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

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

22. Explain 'sizing up a situation as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Gathering information quickly and accurately regarding What is occurring in the surroundings
Look carefully
A) content & b) feeling & c) feeling and meaning

23. Identify that inferences are more likely to be...
A) position & b) observe & c) posture & d) listen
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) happy & b) angry & c) confused & d) sad & e) scared
A) low & b) moderate & c) high

24. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates
Ability to control inmate behavior
A) where he/she lives & b) where he/she works & c) where he/she learns

25. 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
A polite request & using 'please' or 'would appreciate'
A) inform & b) persuade & c) entertain & d) indicate action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

26. Identify three major elements of positioning & 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

27. Identify various questions to be asked in reflecting & to include...
The ability to capture in words the specific feelings being presented by inmate
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) positive & b) negative & c) neutral
A) 'You're saying ________' & b) 'You look (or it looks) __________'

28. Identify steps involved in making requests & to include...
The ability to capture in words the specific feelings being presented by inmate
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) 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

29. 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...
Taken very seriously
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) handling requests & b) making requests & c) reinforcing behavior

30. Identify the 'add-on' skills in interpersonal communication & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

31. Identify the purpose of communication & to include...
Look carefully
A) inform & b) persuade & c) entertain & d) indicate action
A) who & b) what & c) why & d) where & e) when & f) how
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

32. Identify two considerations for giving inmate a reason for your response & to include...
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
A) position & b) observe & c) posture & d) listen
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

33. 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
A) behavior & b) appearance & c) environment
Holding your body in such a way to show strength & confidence & interest and control
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

34. List the application skills used in controlling behavior as...
A) reflect on feeling and intensity & b) respond to feeling
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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

35. Define 'responding to content' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

37. List various basic feeling words & to include...
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Active involvement in most activities

38. Define ' direct request format' as...
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)
Identifying the behavior/action desired
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

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

40. Identify aspects considered during the initial stage of observing & to include...
The ability to capture in words the specific feelings being presented by inmate
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
The ability to capture in words the specific feelings being presented by inmate

41. Explain 'sizing up a situation as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
A) ability to size up the situation & b) ability to communicate well with inmates

42. Define 'taking action' as...
A) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

43. Identify the elements of reinforcing behavior as...
A) low & b) moderate & c) high
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

44. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) volume & b) emotion & c) pitch
Active involvement in most activities
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) volume & b) emotion & c) pitch

45. Define 'posturing' 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
Transmission and receipt of a message to effect some kind of action
A) volume & b) emotion & c) pitch
Holding your body in such a way to show strength & confidence & interest and control

46. Define ' direct request format' as...
A) volume & b) emotion & c) pitch
Identifying the behavior/action desired
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

47. Identify steps in responding to feeling and meaning & to include...
The ability to capture in words the specific feelings being presented by inmate
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning
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

48. Identify one major element of positioning & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Keeping a safe distance
Gathering information quickly and accurately regarding What is occurring in the surroundings

49. Identify various questions to be asked in reflecting & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) check things out & b) take appropriate action
Active involvement in most activities

50. Identify several things an officer might look for when first coming on shift & to include...
Identifying the behavior/action desired
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) happy & b) angry & c) confused & d) sad & e) scared
Reflect a person's prejudice and attitude