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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 one primary components of observing & to include...
Look carefully
A polite request & using 'please' or 'would appreciate'
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

2. Identify the components of the 5WH method as asking...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

3. Identify the categories of relationships and feelings as...
A) positive & b) negative & c) neutral
A) responding & b) asking questions
A) reflect on feeling and intensity & b) respond to feeling
A) volume & b) emotion & c) pitch

4. Identify steps in responding to feeling and meaning & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A polite request & using 'please' or 'would appreciate'
A) behavior & b) appearance & c) environment
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

5. 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
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

6. Identify components of good posturing & to include...
Taken very seriously
The ability to capture in words the specific feelings being presented by inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

7. Define 'interpersonal communication' as...
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Transmission and receipt of a message to effect some kind of action

8. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Reflect a person's prejudice and attitude
A) use the 5WH method & b) reflect on answers and recycle

9. Identify one major element of positioning & to include...
A) content & b) feeling & c) feeling and meaning
Keeping a safe distance
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

10. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A polite request & using 'please' or 'would appreciate'
Ability to control inmate behavior
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

11. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) low & b) moderate & c) high
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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)

12. Identify several things an officer might look for when first coming on shift & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and intensity & b) respond to feeling

13. Identify steps of responding to content & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format
A polite request & using 'please' or 'would appreciate'

14. Define ' direct request format' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired
A) ability to size up the situation & b) ability to communicate well with inmates
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

15. Identify the major categories of energy levels and describe their respective characteristics as...
A) handling requests & b) making requests & c) reinforcing behavior
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high

16. Explain that the statement 'human actions determine human reactions' means...
Look carefully
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use the 5WH method & b) reflect on answers and recycle
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 various questions to be asked in reflecting & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) ability to size up the situation & b) ability to communicate well with inmates
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) content & b) feeling & c) feeling and meaning

18. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Ability to control inmate behavior

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) reflect on What was seen and heard & b) use a responding format
Active involvement in most activities
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

20. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Identifying the behavior/action desired
Reflect a person's prejudice and attitude

21. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully
A) inform & b) persuade & c) entertain & d) indicate action
Active involvement in most activities

22. Define 'softening a request' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
A) happy & b) angry & c) confused & d) sad & e) scared

23. Define ' direct request format' as...
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
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
A) behavior & b) appearance & c) environment

24. Explain that questions are used in addition to the basic skills and responding techniques to...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

25. 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) positive & b) negative & c) neutral
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

26. Identify the three basic environments of every individual & to include...
Transmission and receipt of a message to effect some kind of action
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) where he/she lives & b) where he/she works & c) where he/she learns
Selecting the best way to make requests

27. List the application skills used in controlling behavior as...
A) positive & b) negative & c) neutral
A) handling requests & b) making requests & c) reinforcing behavior
A) reflect on feeling and reason & b) respond to feeling and meaning
A) content & b) feeling & c) feeling and meaning

28. Identify one major element of positioning & to include...
A) reflect on What was seen and heard & b) use a responding format
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)
A) reflect on feeling and intensity & b) respond to feeling

29. Identify the elements of reinforcing behavior as...
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
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

30. Explain 'sizing up a situation as...
Reflect a person's prejudice and attitude
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Keeping a safe distance

31. Identify steps in listening & to include...
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

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

33. Identify one primary components of observing & to include...
Look carefully
A) reflect on feeling and intensity & b) respond to feeling
A) happy & b) angry & c) confused & d) sad & e) scared
Identifying the behavior/action desired

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

35. Identify the purpose of communication & 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) inform & b) persuade & c) entertain & d) indicate action

36. List various basic feeling words & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared
A) feeling cues & b) relationships & c) energy levels & d) values
A) low & b) moderate & c) high

37. Identify two considerations for giving inmate a reason for your response & to include...
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) who & b) what & c) why & d) where & e) when & f) how
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

38. Identify that inferences are more likely to be...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) positive & b) negative & c) neutral
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Selecting the best way to make requests

39. Identify aspects considered during the initial stage of observing & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) behavior & b) appearance & c) environment
Keeping a safe distance

40. Define 'controlling behavior' as...
Ability to control inmate behavior
A) low & b) moderate & c) high
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Keeping a safe distance

41. Define 'reinforcing behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and intensity & b) respond to feeling

42. Identify steps in listening & 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
Keeping a safe distance
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

43. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

44. Identify the categories of relationships and feelings as...
A) position & b) observe & c) posture & d) listen
A) check things out & b) take appropriate action
A) reflect on feeling and intensity & b) respond to feeling
A) positive & b) negative & c) neutral

45. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) reflect on What was seen and heard & b) use a responding format
A) behavior & b) appearance & c) environment
Active involvement in most activities
A) volume & b) emotion & c) pitch

46. Explain 'sizing up a situation as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
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
Reflect a person's prejudice and attitude

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

48. Identify the three basic environments of every individual & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) where he/she lives & b) where he/she works & c) where he/she learns
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) position & b) observe & c) posture & d) listen

49. 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
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

50. Define 'taking action' 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
Selecting the best way to make requests
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