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Interpersonal Skills

Instructions:

Answer 50 questions in 15 minutes.
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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 the major categories of energy levels and describe their respective characteristics as...
A) handling requests & b) making requests & c) reinforcing behavior
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) low & b) moderate & c) high
A) check things out & b) take appropriate action

2. Identify the techniques used in asking questions & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and reason & b) respond to feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
A) use the 5WH method & b) reflect on answers and recycle

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

4. Identify one primary components of observing & to include...
Transmission and receipt of a message to effect some kind of action
Look carefully
A) handling requests & b) making requests & c) reinforcing behavior
The ability to capture in words the specific feelings being presented by inmate

5. 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
The ability to capture in words the specific feelings being presented by inmate
A) reflect on feeling and reason & b) respond to feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values

6. Define '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) reflect on What was seen and heard & b) use a responding format
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

7. 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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

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

9. Identify the techniques used in asking questions & to include...
A) position & b) observe & c) posture & d) listen
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
Active involvement in most activities
A) use the 5WH method & b) reflect on answers and recycle

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

11. Define 'responding to feeling' as...
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
The ability to capture in words the specific feelings being presented by inmate

12. List the application skills used in controlling behavior as...
A) handling requests & b) making requests & c) reinforcing behavior
A) use the 5WH method & b) reflect on answers and recycle
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously

13. Identify steps of responding to content & to include...
Active involvement in most activities
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reflect on What was seen and heard & b) use a responding format
A) use the 5WH method & b) reflect on answers and recycle

14. Identify aspects considered during the initial stage of observing & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment
A) handling requests & b) making requests & c) reinforcing behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

15. Define 'responding to content' as...
Transmission and receipt of a message to effect some kind of action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions

16. Identify one consideration 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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) positive & b) negative & c) neutral
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

17. Explain clues that can be used to develop inferences & to include...
Look carefully
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) positive & b) negative & c) neutral
A) feeling cues & b) relationships & c) energy levels & d) values

18. Identify the 'add-on' skills in interpersonal communication & to include...
Look carefully
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) reflect on feeling and reason & b) respond to feeling and meaning
A) responding & b) asking questions

19. Explain that questions are used in addition to the basic skills and responding techniques to...
A) volume & b) emotion & c) pitch
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) positive & b) negative & c) neutral

20. 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
A) position & b) observe & c) posture & d) listen
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

21. Explain that nonverbal communication can...

22. Identify the levels of responding & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) happy & b) angry & c) confused & d) sad & e) scared
A) content & b) feeling & c) feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

23. Define 'reinforcing behavior' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

24. Define 'interpersonal communication' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Ability to control inmate behavior
Transmission and receipt of a message to effect some kind of action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

25. Identify the steps involved in 'sizing up a situation &' to include...
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
A) responding & b) asking questions
A) position & b) observe & c) posture & d) listen

26. Identify one primary components of observing & to include...
Keeping a safe distance
Look carefully
The ability to capture in words the specific feelings being presented by inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

27. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Active involvement in most activities

28. Identify one major element of positioning & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Keeping a safe distance
Reflect a person's prejudice and attitude

29. Define ' direct request format' as...
Identifying the behavior/action desired
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests

30. 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)
A) behavior & b) appearance & c) environment
A) happy & b) angry & c) confused & d) sad & e) scared

31. Identify the three basic environments of every individual & to include...
A) low & b) moderate & c) high
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Open up communications with inmate rather than shutting it off
A) where he/she lives & b) where he/she works & c) where he/she learns

32. Define 'taking action' as...
Selecting the best way to make requests
A) reflect on feeling and intensity & b) respond to feeling
A) ability to size up the situation & b) ability to communicate well with inmates
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

33. Identify the steps in handling request & to include...
A) use the 5WH method & b) reflect on answers and recycle
A polite request & using 'please' or 'would appreciate'
A) check things out & b) give a response and reason
A) behavior & b) appearance & c) environment

34. 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) check things out & b) give a response and reason
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

35. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Ability to control inmate behavior
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and intensity & b) respond to feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

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

37. Identify techniques to use in taking action & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
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 two considerations for giving inmate a reason for your response & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Transmission and receipt of a message to effect some kind of action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

39. Define 'taking action' as...
Selecting the best way to make requests
A) happy & b) angry & c) confused & d) sad & e) scared
A) responding & b) asking questions
Active involvement in most activities

40. Identify steps in responding to feeling & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Reflect a person's prejudice and attitude
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reflect on feeling and intensity & b) respond to feeling

41. Identify components of good posturing & to include...
The ability to capture in words the specific feelings being presented by inmate
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) content & b) feeling & c) feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

42. Identify two primary components of observing & to include...
Holding your body in such a way to show strength & confidence & interest and control
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

43. List various basic feeling words & 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) give a response and reason
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared

44. Identify the elements of reinforcing behavior as...
Open up communications with inmate rather than shutting it off
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
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

45. Explain that nonverbal communication can...

46. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) responding & b) asking questions
A) volume & b) emotion & c) pitch
A) happy & b) angry & c) confused & d) sad & e) scared

47. Define 'posturing' as...
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests
Holding your body in such a way to show strength & confidence & interest and control
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

48. 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) check things out & b) take appropriate action
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to capture in words the specific feelings being presented by inmate

49. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Keeping a safe distance
Transmission and receipt of a message to effect some kind of action
A) who & b) what & c) why & d) where & e) when & f) how

50. List the application skills used in controlling behavior as...
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
Holding your body in such a way to show strength & confidence & interest and control
A) low & b) moderate & c) high

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Interpersonal Skills

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