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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 'controlling behavior' as...
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) position & b) observe & c) posture & d) listen

2. Identify steps in responding to feeling & 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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reflect on feeling and intensity & b) respond to feeling

3. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) handling requests & b) making requests & c) reinforcing behavior
A) volume & b) emotion & c) pitch
Identifying the behavior/action desired

4. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) position & b) observe & c) posture & d) listen

5. Define ' direct request format' as...
A) feeling cues & b) relationships & c) energy levels & d) values
Identifying the behavior/action desired
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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

6. Identify two primary components of observing & to include...
A) responding & b) asking questions
The ability to capture in words the specific feelings being presented by inmate
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

7. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

8. Identify several things an officer might look for when first coming on shift & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

9. Identify various necessary elements in checking things out & to include...
A) reflect on What was seen and heard & b) use a responding format
Keeping a safe distance
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

10. Identify steps in responding to feeling and meaning & 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
Active involvement in most activities
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

11. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Active involvement in most activities
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

12. Identify steps in responding to feeling and meaning & to include...
Look carefully
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) reflect on feeling and reason & b) respond to feeling and meaning

13. Identify the steps involved in 'sizing up a situation &' to include...
A) who & b) what & c) why & d) where & e) when & f) how
A) position & b) observe & c) posture & d) listen
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

14. 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) responding & b) asking questions
Taken very seriously
Gathering information quickly and accurately regarding What is occurring in the surroundings

15. Define 'responding to content' as...
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

16. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) position & b) observe & c) posture & d) listen
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

17. List the application skills used in controlling behavior as...
A) responding & b) asking questions
A) where he/she lives & b) where he/she works & c) where he/she learns
A) handling requests & b) making requests & c) reinforcing behavior
A) position & b) observe & c) posture & d) listen

18. Explain that the statement 'human actions determine human reactions' means...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) check things out & b) give a response and reason
Ability to control inmate behavior

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) use the 5WH method & b) reflect on answers and recycle
Active involvement in most activities
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

20. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Reflect a person's prejudice and attitude
A) behavior & b) appearance & c) environment
Selecting the best way to make requests

21. Identify the purpose of communication & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action

22. Define 'responding to feeling' as...
Identifying the behavior/action desired
The ability to capture in words the specific feelings being presented by inmate
A) check things out & b) take appropriate action
Ability to control inmate behavior

23. Identify the techniques used in asking questions & to include...
A) use the 5WH method & b) reflect on answers and recycle
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)
Refer the inmate to a counselor or other specialist at the facility
Ability to control inmate behavior

24. Define 'interpersonal communication' as...
Active involvement in most activities
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Transmission and receipt of a message to effect some kind of action

25. Explain 'sizing up a situation as...
A) content & b) feeling & c) feeling and meaning
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) check things out & b) give a response and reason
Refer the inmate to a counselor or other specialist at the facility

26. Define 'softening a request' as...
Open up communications with inmate rather than shutting it off
A polite request & using 'please' or 'would appreciate'
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) position & b) observe & c) posture & d) listen

27. Define 'taking action' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Ability to control inmate behavior
Selecting the best way to make requests

28. Identify steps in responding to feeling & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) reflect on feeling and intensity & b) respond to feeling
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 feeling and reason & b) respond to feeling and meaning

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

30. Define 'taking action' as...
Selecting the best way to make requests
A polite request & using 'please' or 'would appreciate'
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions

31. Identify components of good posturing & to include...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) check things out & b) take appropriate action

32. Identify the categories of relationships and feelings as...
A) responding & b) asking questions
Taken very seriously
A) positive & b) negative & c) neutral
Keeping a safe distance

33. Identify the steps in handling request & to include...
Ability to control inmate behavior
A) check things out & b) give a response and reason
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

34. Explain that nonverbal communication can...

35. Explain that questions are used in addition to the basic skills and responding techniques to...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
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

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

37. Identify the elements of reinforcing behavior as...
A) positive & b) negative & c) neutral
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) check things out & b) give a response and reason

38. Identify techniques to use in taking action & to include...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Ability to control inmate behavior
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

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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 polite request & using 'please' or 'would appreciate'
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)

40. Two skills an officer needs for effective interpersonal communications...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) ability to size up the situation & b) ability to communicate well with inmates
Selecting the best way to make requests

41. List the application skills used in controlling behavior as...
A) reflect on feeling and intensity & b) respond to feeling
Taken very seriously
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior

42. Explain clues that can be used to develop inferences & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) content & b) feeling & c) feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

43. 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
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Identifying the behavior/action desired
A) inform & b) persuade & c) entertain & d) indicate action

44. Define 'responding to feeling' as...
Refer the inmate to a counselor or other specialist at the facility
A) volume & b) emotion & c) pitch
The ability to capture in words the specific feelings being presented by inmate
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

45. Identify aspects considered during the initial stage of observing & to include...
A) responding & b) asking questions
A) behavior & b) appearance & c) environment
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) position & b) observe & c) posture & d) listen

46. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) volume & b) emotion & c) pitch
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Open up communications with inmate rather than shutting it off

47. Identify one major element of positioning & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) low & b) moderate & c) high
A) content & b) feeling & c) feeling and meaning
Keeping a safe distance

48. Identify the major categories of energy levels and describe their respective characteristics as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
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) 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

49. Identify the three basic environments of every individual & to include...
Taken very seriously
A) where he/she lives & b) where he/she works & c) where he/she learns
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

50. Identify one primary components of observing & to include...
Selecting the best way to make requests
Look carefully
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