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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 feeling and meaning' as...

2. Identify the steps in handling request & to include...
Identifying the behavior/action desired
A) behavior & b) appearance & c) environment
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason

3. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

4. 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) where he/she lives & b) where he/she works & c) where he/she learns
A) feeling cues & b) relationships & c) energy levels & d) values

5. 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...
Look carefully
Holding your body in such a way to show strength & confidence & interest and control
A) low & b) moderate & c) high
Taken very seriously

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

7. Explain clues that can be used to develop inferences & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high
A) feeling cues & b) relationships & c) energy levels & d) values
A) behavior & b) appearance & c) environment

8. Identify two primary components of observing & to include...
Keeping a safe distance
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
Holding your body in such a way to show strength & confidence & interest and control

9. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Taken very seriously
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Reflect a person's prejudice and attitude

10. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) reflect on feeling and intensity & b) respond to feeling
Ability to control inmate behavior
Refer the inmate to a counselor or other specialist at the facility
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

11. Define 'taking action' as...
A) handling requests & b) making requests & c) reinforcing behavior
Transmission and receipt of a message to effect some kind of action
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

12. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) happy & b) angry & c) confused & d) sad & e) scared
A) ability to size up the situation & b) ability to communicate well with inmates
A) positive & b) negative & c) neutral

13. Identify three characteristics of voice Which may be used to determine intensity & to include...
Reflect a person's prejudice and attitude
A) volume & b) emotion & c) pitch
Identifying the behavior/action desired
A) happy & b) angry & c) confused & d) sad & e) scared

14. Define 'interpersonal communication' as...
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior
Transmission and receipt of a message to effect some kind of action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

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

16. Explain that nonverbal communication can...

17. Define 'reinforcing behavior' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
The ability to capture in words the specific feelings being presented by inmate
Active involvement in most activities
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

18. Identify the categories of relationships and feelings as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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

20. Identify components of good posturing & to include...
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
A) positive & b) negative & c) neutral
A) handling requests & b) making requests & c) reinforcing behavior

21. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off
A) volume & b) emotion & c) pitch
A) happy & b) angry & c) confused & d) sad & e) scared

22. Identify steps in responding to feeling and meaning & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) reflect on feeling and reason & b) respond to feeling and meaning
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) positive & b) negative & c) neutral

23. Define 'responding to feeling' as...
Active involvement in most activities
Keeping a safe distance
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

24. Identify one major element of positioning & to include...
Refer the inmate to a counselor or other specialist at the facility
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
Keeping a safe distance

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

26. Identify the 'add-on' skills in interpersonal communication & to include...
Taken very seriously
A) responding & b) asking questions
Transmission and receipt of a message to effect some kind of action
A) position & b) observe & c) posture & d) listen

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

28. Identify the steps in handling request & to include...
A) positive & b) negative & c) neutral
A) content & b) feeling & c) feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) give a response and reason

29. Identify the purpose of communication & to include...
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) inform & b) persuade & c) entertain & d) indicate action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

30. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) happy & b) angry & c) confused & d) sad & e) scared

31. Define 'softening a request' 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
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)
Open up communications with inmate rather than shutting it off
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

32. Explain that nonverbal communication can...

33. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) positive & b) negative & c) neutral
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
Active involvement in most activities

34. Identify steps in responding to feeling & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) behavior & b) appearance & c) environment
A) reflect on feeling and intensity & b) respond to feeling

35. Identify two primary components of observing & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

36. Identify various necessary elements in checking things out & to include...
A polite request & using 'please' or 'would appreciate'
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) where he/she lives & b) where he/she works & c) where he/she learns
A) where he/she lives & b) where he/she works & c) where he/she learns

37. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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 ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) responding & b) asking questions

38. Explain that questions are used in addition to the basic skills and responding techniques to...
A) low & b) moderate & c) high
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared
A) check things out & b) take appropriate action

39. Identify the steps involved in 'sizing up a situation &' to include...
Refer the inmate to a counselor or other specialist at the facility
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) where he/she lives & b) where he/she works & c) where he/she learns
A) position & b) observe & c) posture & d) listen

40. Identify the components of the 5WH method as asking...
Look carefully
A) who & b) what & c) why & d) where & e) when & f) how
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

41. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) take appropriate action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Open up communications with inmate rather than shutting it off

42. Define 'controlling behavior' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Selecting the best way to make requests

43. Identify one primary components of observing & to include...
A) positive & b) negative & c) neutral
Look carefully
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and reason & b) respond to feeling and meaning

44. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Refer the inmate to a counselor or other specialist at the facility
Look carefully

45. Define 'interpersonal communication' as...
Ability to control inmate behavior
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Transmission and receipt of a message to effect some kind of action
A) positive & b) negative & c) neutral

46. Two skills an officer needs for effective interpersonal communications...
A) happy & b) angry & c) confused & d) sad & e) scared
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) ability to size up the situation & b) ability to communicate well with inmates
A) where he/she lives & b) where he/she works & c) where he/she learns

47. Define 'reinforcing behavior' as...
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
Refer the inmate to a counselor or other specialist at the facility
A) positive & b) negative & c) neutral

48. Identify the major categories of energy levels and describe their respective characteristics as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) volume & b) emotion & c) pitch
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning

49. Define ' direct request format' as...
Identifying the behavior/action desired
A) happy & b) angry & c) confused & d) sad & e) scared
Keeping a safe distance
Taken very seriously

50. Identify techniques to use in taking action & 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
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
Taken very seriously