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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. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
A) reflect on feeling and reason & b) respond to feeling and meaning
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) feeling cues & b) relationships & c) energy levels & d) values
The ability to capture in words the specific feelings being presented by inmate

2. Identify steps involved in making requests & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) check things out & b) take appropriate action
A) reflect on feeling and reason & b) respond to feeling and meaning
A) check things out & b) give a response and reason

3. Define 'softening a request' as...
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) inform & b) persuade & c) entertain & d) indicate action

4. Define 'reinforcing behavior' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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
A) position & b) observe & c) posture & d) listen

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...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Taken very seriously
A) volume & b) emotion & c) pitch

6. 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...
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
Refer the inmate to a counselor or other specialist at the facility
Taken very seriously

7. Identify steps of responding to content & to include...
A) reflect on What was seen and heard & b) use a responding format
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) low & b) moderate & c) high
A) volume & b) emotion & c) pitch

8. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Refer the inmate to a counselor or other specialist at the facility
Open up communications with inmate rather than shutting it off
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Look carefully

9. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and reason & b) respond to feeling and meaning
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Keeping a safe distance

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

11. Identify the purpose of communication & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Reflect a person's prejudice and attitude
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

12. Explain 'sizing up a situation as...
A) volume & b) emotion & c) pitch
Open up communications with inmate rather than shutting it off
A) handling requests & b) making requests & c) reinforcing behavior
Gathering information quickly and accurately regarding What is occurring in the surroundings

13. Identify one consideration for giving inmate a reason for your response & to include...
A) use the 5WH method & b) reflect on answers and recycle
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
A) ability to size up the situation & b) ability to communicate well with inmates

14. Identify components of good posturing & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A polite request & using 'please' or 'would appreciate'
A) feeling cues & b) relationships & c) energy levels & d) values
A) check things out & b) take appropriate action

15. Define 'interpersonal communication' as...
Active involvement in most activities
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
Transmission and receipt of a message to effect some kind of action
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

17. Identify various questions to be asked in reflecting & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
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

18. Explain that questions are used in addition to the basic skills and responding techniques to...
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
Keeping a safe distance
A) happy & b) angry & c) confused & d) sad & e) scared

19. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
Gathering information quickly and accurately regarding What is occurring in the surroundings
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

20. Identify one major element of positioning & to include...
A) behavior & b) appearance & c) environment
Keeping a safe distance
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) use the 5WH method & b) reflect on answers and recycle

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

22. Identify two considerations for giving inmate a reason for your response & to include...
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) reflect on feeling and reason & b) respond to feeling and meaning
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

23. List various basic feeling words & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Reflect a person's prejudice and attitude
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) happy & b) angry & c) confused & d) sad & e) scared

24. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) reflect on What was seen and heard & b) use a responding format
Ability to control inmate behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) 'You're saying ________' & b) 'You look (or it looks) __________'

25. Define 'responding to feeling' as...
The ability to capture in words the specific feelings being presented by inmate
A) where he/she lives & b) where he/she works & c) where he/she learns
Active involvement in most activities
A) where he/she lives & b) where he/she works & c) where he/she learns

26. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) who & b) what & c) why & d) where & e) when & f) how
A) inform & b) persuade & c) entertain & d) indicate action
A) reflect on What was seen and heard & b) use a responding format

27. Identify three major elements of positioning & 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) feeling cues & b) relationships & c) energy levels & d) values
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Reflect a person's prejudice and attitude

28. Identify the three basic environments of every individual & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on What was seen and heard & b) use a responding format
A) where he/she lives & b) where he/she works & c) where he/she learns
A polite request & using 'please' or 'would appreciate'

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

30. 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
Reflect a person's prejudice and attitude
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

31. Explain that the statement 'human actions determine human reactions' means...
A) who & b) what & c) why & d) where & e) when & f) how
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Taken very seriously

32. Define 'controlling behavior' as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) 'You're saying ________' & b) 'You look (or it looks) __________'

33. Define 'responding to content' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on feeling and intensity & b) respond to feeling
A) where he/she lives & b) where he/she works & c) where he/she learns

34. 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) feeling cues & b) relationships & c) energy levels & d) values
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) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

35. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Look carefully

36. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Refer the inmate to a counselor or other specialist at the facility
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

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

38. Define 'controlling behavior' as...
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) where he/she lives & b) where he/she works & c) where he/she learns

39. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) volume & b) emotion & c) pitch
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

40. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) inform & b) persuade & c) entertain & d) indicate action
A) who & b) what & c) why & d) where & e) when & f) how
A) who & b) what & c) why & d) where & e) when & f) how

41. Define ' direct request format' as...
Open up communications with inmate rather than shutting it off
Identifying the behavior/action desired
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) volume & b) emotion & c) pitch

42. Identify the steps in handling request & 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
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) reflect on feeling and reason & b) respond to feeling and meaning

43. Identify the purpose of communication & to include...
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) inform & b) persuade & c) entertain & d) indicate action
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

44. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) responding & b) asking questions
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
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) volume & b) emotion & c) pitch

45. 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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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)

46. Identify one consideration for giving inmate a reason for your response & to include...
A) inform & b) persuade & c) entertain & d) indicate action
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)
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

47. Identify several things an officer might look for when first coming on shift & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Selecting the best way to make requests

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

49. Identify the steps in handling request & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) check things out & b) give a response and reason

50. List various basic feeling words & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) 'You're saying ________' & b) 'You look (or it looks) __________'
Reflect a person's prejudice and attitude
A) happy & b) angry & c) confused & d) sad & e) scared