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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 the purpose of communication & to include...
Taken very seriously
Keeping a safe distance
A) inform & b) persuade & c) entertain & d) indicate action
A) where he/she lives & b) where he/she works & c) where he/she learns

2. Identify one consideration for giving inmate a reason for your response & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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

3. Identify techniques to use in taking action & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) behavior & b) appearance & c) environment
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

4. Define 'softening a request' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions
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

5. Identify various necessary elements in checking things out & 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
A) reflect on What was seen and heard & b) use a responding format
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

6. Identify steps involved in making requests & to include...
A) check things out & b) take appropriate action
A) position & b) observe & c) posture & d) listen
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

7. Identify the levels of responding & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and intensity & b) respond to feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) content & b) feeling & c) feeling and meaning

8. Identify one major element of positioning & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Keeping a safe distance
Ability to control inmate behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

9. List the application skills used in controlling behavior as...
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
A) position & b) observe & c) posture & d) listen
A) handling requests & b) making requests & c) reinforcing behavior

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

11. Identify the major categories of energy levels and describe their respective characteristics 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
Selecting the best way to make requests
A) low & b) moderate & c) high
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

12. Define 'responding to feeling' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions
Selecting the best way to make requests

13. Define 'taking action' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taken very seriously
A) check things out & b) give a response and reason
Selecting the best way to make requests

14. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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
Open up communications with inmate rather than shutting it off
Holding your body in such a way to show strength & confidence & interest and control

15. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) volume & b) emotion & c) pitch
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Ability to control inmate behavior

16. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
Ability to control inmate behavior
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
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

17. 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) reflect on feeling and reason & b) respond to feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates
A) reflect on feeling and reason & b) respond to feeling and meaning

18. Explain that nonverbal communication can...

19. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) content & b) feeling & c) feeling and meaning
A) where he/she lives & b) where he/she works & c) where he/she learns
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

20. Identify the categories of relationships and feelings as...
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
A) ability to size up the situation & b) ability to communicate well with inmates
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

21. Define 'interpersonal communication' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Refer the inmate to a counselor or other specialist at the facility
Transmission and receipt of a message to effect some kind of action
Selecting the best way to make requests

22. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) handling requests & b) making requests & c) reinforcing behavior
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Refer the inmate to a counselor or other specialist at the facility
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

23. Identify three major elements of positioning & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) where he/she lives & b) where he/she works & c) where he/she learns
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Taken very seriously

24. Identify two primary components of observing & to include...
Selecting the best way to make requests
A) responding & b) asking questions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) content & b) feeling & c) feeling and meaning

25. Identify the steps in handling request & to include...
Look carefully
A) check things out & b) take appropriate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) check things out & b) give a response and reason

26. Two skills an officer needs for effective interpersonal communications...
A) content & b) feeling & c) feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) feeling cues & b) relationships & c) energy levels & d) values
A) ability to size up the situation & b) ability to communicate well with inmates

27. Identify the 'add-on' skills in interpersonal communication & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Transmission and receipt of a message to effect some kind of action
A) responding & b) asking questions
A) happy & b) angry & c) confused & d) sad & e) scared

28. 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
Holding your body in such a way to show strength & confidence & interest and control
A) 'You're saying ________' & b) 'You look (or it looks) __________'

29. List various basic feeling words & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) happy & b) angry & c) confused & d) sad & e) scared
A) volume & b) emotion & c) pitch
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

30. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
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
A) where he/she lives & b) where he/she works & c) where he/she learns

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

32. Explain 'sizing up a situation as...
A) happy & b) angry & c) confused & d) sad & e) scared
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Ability to control inmate behavior

33. Identify components of good posturing & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) check things out & b) give a response and reason
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

34. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) content & b) feeling & c) feeling and meaning

35. Identify techniques to use in taking action & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use the 5WH method & b) reflect on answers and recycle
Transmission and receipt of a message to effect some kind of action
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

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

37. Identify one primary components of observing & to include...
A) check things out & b) give a response and reason
A) happy & b) angry & c) confused & d) sad & e) scared
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Look carefully

38. 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
Holding your body in such a way to show strength & confidence & interest and control
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

39. Define 'reinforcing behavior' as...
A) positive & b) negative & c) neutral
Open up communications with inmate rather than shutting it off
Taken very seriously
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

40. Explain clues that can be used to develop inferences & to include...
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
Active involvement in most activities
Holding your body in such a way to show strength & confidence & interest and control

41. Identify two considerations for giving inmate a reason for your response & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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) where he/she lives & b) where he/she works & c) where he/she learns

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Taken very seriously
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)

43. Define 'responding to content' as...
Selecting the best way to make requests
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) happy & b) angry & c) confused & d) sad & e) scared
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

44. Identify the steps involved in 'sizing up a situation &' to include...
A) position & b) observe & c) posture & d) listen
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on feeling and reason & b) respond to feeling and meaning
Look carefully

45. Define 'taking action' as...
Refer the inmate to a counselor or other specialist at the facility
Selecting the best way to make requests
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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

46. Identify the categories of relationships and feelings as...
A polite request & using 'please' or 'would appreciate'
A) low & b) moderate & c) high
A) happy & b) angry & c) confused & d) sad & e) scared
A) positive & b) negative & c) neutral

47. Identify one primary components of observing & to include...
Look carefully
A) position & b) observe & c) posture & d) listen
Refer the inmate to a counselor or other specialist at the facility
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)

48. Identify two considerations for giving inmate a reason for your response & to include...
A) check things out & b) give a response and reason
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

49. Define 'reinforcing behavior' as...
Holding your body in such a way to show strength & confidence & interest and control
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

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
Active involvement in most activities
A) position & b) observe & c) posture & d) listen
A) ability to size up the situation & b) ability to communicate well with inmates