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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 aspects considered during the initial stage of observing & 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) position & b) observe & c) posture & d) listen
A) behavior & b) appearance & c) environment
Refer the inmate to a counselor or other specialist at the facility

2. Define 'softening a request' as...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) give a response and reason
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

3. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) ability to size up the situation & b) ability to communicate well with inmates
A) volume & b) emotion & c) pitch
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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

4. Identify the components of the 5WH method as asking...
A) low & b) moderate & c) high
A) handling requests & b) making requests & c) reinforcing behavior
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) who & b) what & c) why & d) where & e) when & f) how

5. Define 'taking action' as...
Refer the inmate to a counselor or other specialist at the facility
Keeping a safe distance
Selecting the best way to make requests
Reflect a person's prejudice and attitude

6. Identify various necessary elements in checking things out & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

7. Identify the 'add-on' skills in interpersonal communication & to include...
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates
Reflect a person's prejudice and attitude
A) feeling cues & b) relationships & c) energy levels & d) values

8. Define 'reinforcing behavior' as...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Open up communications with inmate rather than shutting it off

9. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) volume & b) emotion & c) pitch
The ability to capture in words the specific feelings being presented by inmate
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

10. Identify steps in responding to feeling & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling

11. Define 'controlling behavior' as...
A) reflect on What was seen and heard & b) use a responding format
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) where he/she lives & b) where he/she works & c) where he/she learns

12. Define ' direct request format' as...
Refer the inmate to a counselor or other specialist at the facility
The ability to capture in words the specific feelings being presented by inmate
A) inform & b) persuade & c) entertain & d) indicate action
Identifying the behavior/action desired

13. 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) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates
A) responding & b) asking questions

14. Identify one major element of positioning & to include...
Keeping a safe distance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) handling requests & b) making requests & c) reinforcing behavior

15. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) responding & b) asking questions
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
Refer the inmate to a counselor or other specialist at the facility
Holding your body in such a way to show strength & confidence & interest and control

16. Identify the components of the 5WH method as asking...
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
Look carefully
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) who & b) what & c) why & d) where & e) when & f) how

17. Identify the levels of responding & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
Reflect a person's prejudice and attitude
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) content & b) feeling & c) feeling and meaning

18. Define 'responding to content' as...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Refer the inmate to a counselor or other specialist at the facility
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

19. 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
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) inform & b) persuade & c) entertain & d) indicate action
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

20. Identify two considerations for giving inmate a reason for your response & to include...
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
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) feeling cues & b) relationships & c) energy levels & d) values

21. Define 'reinforcing behavior' as...
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
Taken very seriously
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

22. List the application skills used in controlling behavior as...
A) low & b) moderate & c) high
A) check things out & b) give a response and reason
A) handling requests & b) making requests & c) reinforcing behavior
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

23. Identify steps in listening & to include...
The ability to capture in words the specific feelings being presented by inmate
Look carefully
A) reflect on What was seen and heard & b) use a responding format
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

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

25. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
Look carefully
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

26. Identify three characteristics of voice Which may be used to determine intensity & to include...
Identifying the behavior/action desired
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) volume & b) emotion & c) pitch
A) positive & b) negative & c) neutral

27. Explain that the statement 'human actions determine human reactions' means...
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
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

28. 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...
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

29. Explain that the statement 'human actions determine human reactions' means...
Transmission and receipt of a message to effect some kind of action
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

30. Explain clues that can be used to develop inferences & to include...
Active involvement in most activities
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on What was seen and heard & b) use a responding format
Taken very seriously

31. Identify components of good posturing & to include...
A) reflect on What was seen and heard & b) use a responding format
A) happy & b) angry & c) confused & d) sad & e) scared
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)

32. Identify the purpose of communication & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
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
A) inform & b) persuade & c) entertain & d) indicate action

33. Identify various necessary elements in checking things out & to include...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

34. 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 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 skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

35. Define 'interpersonal communication' as...
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
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A polite request & using 'please' or 'would appreciate'

36. Identify various questions to be asked in reflecting & to include...
Active involvement in most activities
A) position & b) observe & c) posture & d) listen
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

37. Identify the three basic environments of every individual & to include...
A) where he/she lives & b) where he/she works & c) where he/she learns
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) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

38. Define 'taking action' as...
A) content & b) feeling & c) feeling and meaning
Selecting the best way to make requests
A) who & b) what & c) why & d) where & e) when & f) how
Active involvement in most activities

39. Identify one primary components of observing & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Look carefully

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

41. Explain that questions are used in addition to the basic skills and responding techniques to...
A) who & b) what & c) why & d) where & e) when & f) how
Open up communications with inmate rather than shutting it off
Transmission and receipt of a message to effect some kind of action
A polite request & using 'please' or 'would appreciate'

42. Identify the categories of relationships and feelings as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) positive & b) negative & c) neutral
Selecting the best way to make requests
A) reflect on What was seen and heard & b) use a responding format

43. Identify several things an officer might look for when first coming on shift & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on What was seen and heard & b) use a responding format
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

44. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

45. Explain clues that can be used to develop inferences & to include...
Keeping a safe distance
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and intensity & b) respond to feeling

46. Identify the levels of responding & 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) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) content & b) feeling & c) feeling and meaning

47. Explain 'sizing up a situation as...
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
Identifying the behavior/action desired
A) ability to size up the situation & b) ability to communicate well with inmates

48. Identify one major element of positioning & to include...
Keeping a safe distance
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
A) happy & b) angry & c) confused & d) sad & e) scared

49. Identify steps involved in making requests & to include...
A) handling requests & b) making requests & c) reinforcing behavior
A) check things out & b) take appropriate action
Holding your body in such a way to show strength & confidence & interest and control
A) position & b) observe & c) posture & d) listen

50. Identify steps involved in making requests & to include...
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
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) check things out & b) take appropriate action
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response