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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 'responding to content' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) where he/she lives & b) where he/she works & c) where he/she learns
A) positive & b) negative & c) neutral

2. Identify the 'add-on' skills in interpersonal communication & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Identifying the behavior/action desired
Selecting the best way to make requests
A) responding & b) asking questions

3. Identify three major elements of positioning & to include...
A) content & b) feeling & c) feeling and meaning
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

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

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

6. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) volume & b) emotion & c) pitch
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

7. Identify aspects considered during the initial stage of observing & to include...
Look carefully
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) reflect on feeling and reason & b) respond to feeling and meaning
A) behavior & b) appearance & c) environment

8. Define 'interpersonal communication' as...
Keeping a safe distance
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)
Selecting the best way to make requests
Transmission and receipt of a message to effect some kind of action

9. Identify steps of responding to content & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on What was seen and heard & b) use a responding format
A) position & b) observe & c) posture & d) listen
A) use the 5WH method & b) reflect on answers and recycle

10. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) position & b) observe & c) posture & d) listen
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

11. List the application skills used in controlling behavior as...
A) reflect on What was seen and heard & b) use a responding format
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) reflect on feeling and intensity & b) respond to feeling

12. Identify one consideration for giving inmate a reason for your response & to include...
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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

13. Identify steps in responding to feeling & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) reflect on feeling and intensity & b) respond to feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

14. Identify the techniques used in asking questions & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on What was seen and heard & b) use a responding format

15. Define 'interpersonal communication' as...
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
Transmission and receipt of a message to effect some kind of action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

16. Identify the components of the 5WH method as asking...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) handling requests & b) making requests & c) reinforcing behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) who & b) what & c) why & d) where & e) when & f) how

17. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) inform & b) persuade & c) entertain & d) indicate action
Look carefully

18. Two skills an officer needs for effective interpersonal communications...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) ability to size up the situation & b) ability to communicate well with inmates
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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

20. Identify two primary components of observing & to include...
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
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen

21. Define 'responding to content' as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

22. Identify the steps in handling request & to include...
A) reflect on What was seen and heard & b) use a responding format
A) check things out & b) give a response and reason
A) position & b) observe & c) posture & d) listen
A) use the 5WH method & b) reflect on answers and recycle

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

24. Explain 'sizing up a situation 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
Keeping a safe distance
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) happy & b) angry & c) confused & d) sad & e) scared

25. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Holding your body in such a way to show strength & confidence & interest and control
Refer the inmate to a counselor or other specialist at the facility
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Reflect a person's prejudice and attitude

26. Define 'controlling behavior' 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) handling requests & b) making requests & c) reinforcing behavior

27. Explain clues that can be used to develop inferences & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values
Keeping a safe distance
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

28. Identify one primary components of observing & to include...
Look carefully
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) who & b) what & c) why & d) where & e) when & f) how
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

29. Identify steps in responding to feeling and meaning & to include...
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
A) behavior & b) appearance & c) environment
A) position & b) observe & c) posture & d) listen

30. Explain 'sizing up a situation as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) use the 5WH method & b) reflect on answers and recycle
A) feeling cues & b) relationships & c) energy levels & d) values
Gathering information quickly and accurately regarding What is occurring in the surroundings

31. Define 'softening a request' as...
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how
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

32. 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
Transmission and receipt of a message to effect some kind of action
A) responding & b) asking questions
A) handling requests & b) making requests & c) reinforcing behavior

33. Explain that questions are used in addition to the basic skills and responding techniques to...
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
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
A) feeling cues & b) relationships & c) energy levels & d) values

34. List various basic feeling words & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) happy & b) angry & c) confused & d) sad & e) scared
Taken very seriously
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

35. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) volume & b) emotion & c) pitch
Selecting the best way to make requests
Keeping a safe distance

36. 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) behavior & b) appearance & c) environment
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

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

38. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) responding & b) asking questions
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
A) check things out & b) give a response and reason

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

40. Identify three characteristics of voice Which may be used to determine intensity & to include...
Selecting the best way to make requests
A) volume & b) emotion & c) pitch
A) low & b) moderate & c) high
A) check things out & b) take appropriate action

41. Define 'reinforcing behavior' as...
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
Look carefully
A) ability to size up the situation & b) ability to communicate well with inmates

42. Identify several things an officer might look for when first coming on shift & to include...
A) position & b) observe & c) posture & d) listen
A) ability to size up the situation & b) ability to communicate well with inmates
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) content & b) feeling & c) feeling and meaning

43. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
Ability to control inmate behavior
A) volume & b) emotion & c) pitch
A) content & b) feeling & c) feeling and meaning

44. 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 basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Keeping a safe distance

45. Identify steps of responding to content & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) who & b) what & c) why & d) where & e) when & f) how
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) reflect on What was seen and heard & b) use a responding format

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) handling requests & b) making requests & c) reinforcing behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) feeling cues & b) relationships & c) energy levels & d) values
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

47. Identify two primary components of observing & to include...
A) content & b) feeling & c) feeling and meaning
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Ability to control inmate behavior
A) position & b) observe & c) posture & d) listen

48. Identify steps involved in making requests & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
A) check things out & b) take appropriate action

49. Define 'responding to feeling' as...
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate
A) position & b) observe & c) posture & d) listen
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

50. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) position & b) observe & c) posture & d) listen
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Active involvement in most activities