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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 'taking action' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
Selecting the best way to make requests
A) use the 5WH method & b) reflect on answers and recycle
A) handling requests & b) making requests & c) reinforcing behavior

2. Identify three major elements of positioning & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Identifying the behavior/action desired
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

3. Identify steps involved in making requests & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling
A) check things out & b) take appropriate action
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

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

5. Identify steps in listening & to include...
Keeping a safe distance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) reflect on feeling and intensity & b) respond to feeling

6. Explain clues that can be used to develop inferences & to include...
A) check things out & b) take appropriate action
A) feeling cues & b) relationships & c) energy levels & d) values
Open up communications with inmate rather than shutting it off
A) ability to size up the situation & b) ability to communicate well with inmates

7. Explain 'sizing up a situation as...
Selecting the best way to make requests
Gathering information quickly and accurately regarding What is occurring in the surroundings
Selecting the best way to make requests
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

8. 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
Keeping a safe distance
A polite request & using 'please' or 'would appreciate'
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

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

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

11. Identify various necessary elements in checking things out & to include...
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
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) use the 5WH method & b) reflect on answers and recycle

12. Identify several things an officer might look for when first coming on shift & to include...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

13. Identify the steps involved in 'sizing up a situation &' to include...
Ability to control inmate behavior
A) position & b) observe & c) posture & d) listen
A) who & b) what & c) why & d) where & e) when & f) how
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

14. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
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
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) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

15. Define 'softening a request' as...
A) low & b) moderate & c) high
A) behavior & b) appearance & c) environment
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

16. Identify steps in responding to feeling and meaning & to include...
A) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
Open up communications with inmate rather than shutting it off

17. 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) positive & b) negative & c) neutral
A) handling requests & b) making requests & c) reinforcing 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)

18. 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) happy & b) angry & c) confused & d) sad & e) scared

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

20. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
Look carefully
A) check things out & b) give a response and reason
Active involvement in most activities

21. Identify the 'add-on' skills in interpersonal communication & to include...
Selecting the best way to make requests
A) responding & b) asking questions
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) __________'

22. Identify one major element of positioning & to include...
Active involvement in most activities
Keeping a safe distance
A) handling requests & b) making requests & c) reinforcing behavior
Reflect a person's prejudice and attitude

23. Identify techniques to use in taking action & to include...
A) content & b) feeling & c) feeling and meaning
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

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

25. Identify several things an officer might look for when first coming on shift & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A polite request & using 'please' or 'would appreciate'
A) check things out & b) take appropriate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

26. List the application skills used in controlling behavior as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on What was seen and heard & b) use a responding format
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

27. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Active involvement in most activities
A) 'You're saying ________' & b) 'You look (or it looks) __________'

28. Explain that the statement 'human actions determine human reactions' means...
Gathering information quickly and accurately regarding What is occurring in the surroundings
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) responding & b) asking questions
A) ability to size up the situation & b) ability to communicate well with inmates

29. 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) volume & b) emotion & c) pitch
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
Refer the inmate to a counselor or other specialist at the facility

30. Define 'taking action' as...
Selecting the best way to make requests
A) low & b) moderate & c) high
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) reinforce positively and negatively & b) use verbal and nonverbal techniques

31. 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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) behavior & b) appearance & c) environment
A) reflect on What was seen and heard & b) use a responding format

32. Identify the purpose of communication & to include...
A) position & b) observe & c) posture & d) listen
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
A) inform & b) persuade & c) entertain & d) indicate action

33. Define 'responding to content' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) position & b) observe & c) posture & d) listen

34. List the application skills used in controlling behavior as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Ability to control inmate behavior
A) handling requests & b) making requests & c) reinforcing behavior
A) responding & b) asking questions

35. 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
A) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch
A) reflect on feeling and reason & b) respond to feeling and meaning

36. Identify the elements of reinforcing behavior as...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

37. Define ' direct request format' as...
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action
Identifying the behavior/action desired
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

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...
A) who & b) what & c) why & d) where & e) when & f) how
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
Taken very seriously

39. Define 'reinforcing behavior' as...
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) handling requests & b) making requests & c) reinforcing behavior

40. 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
A) inform & b) persuade & c) entertain & d) indicate action
Open up communications with inmate rather than shutting it off
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

41. Identify steps in responding to feeling and meaning & to include...
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 the 5WH method & b) reflect on answers and recycle
A) reflect on feeling and reason & b) respond to feeling and meaning
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

42. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
Selecting the best way to make requests
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
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

43. Identify components of good posturing & to include...
A) ability to size up the situation & b) ability to communicate well with inmates
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) low & b) moderate & c) high

44. Identify one consideration for giving inmate a reason for your response & to include...
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
Holding your body in such a way to show strength & confidence & interest and control
Look carefully

45. Identify that inferences are more likely to be...
A) happy & b) angry & c) confused & d) sad & e) scared
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) inform & b) persuade & c) entertain & d) indicate action
The ability to capture in words the specific feelings being presented by inmate

46. Identify the categories of relationships and feelings as...
A) check things out & b) give a response and reason
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) ability to size up the situation & b) ability to communicate well with inmates
A) positive & b) negative & c) neutral

47. Identify steps in listening & to include...
Transmission and receipt of a message to effect some kind of action
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Selecting the best way to make requests

48. Define 'posturing' as...
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
Holding your body in such a way to show strength & confidence & interest and control
A) reflect on What was seen and heard & b) use a responding format

49. List various basic feeling words & to include...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
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
A) happy & b) angry & c) confused & d) sad & e) scared

50. Identify one major element of positioning & to include...
Ability to control inmate behavior
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) low & b) moderate & c) high
Keeping a safe distance