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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 several things an officer might look for when first coming on shift & to include...
A) reflect on What was seen and heard & b) use a responding format
Reflect a person's prejudice and attitude
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

2. Identify the purpose of communication & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high
A polite request & using 'please' or 'would appreciate'

3. Identify that inferences are more likely to be...
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
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

4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) who & b) what & c) why & d) where & e) when & f) how
Look carefully
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort

5. Identify the major categories of energy levels and describe their respective characteristics as...
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on What was seen and heard & b) use a responding format
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) low & b) moderate & c) high

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

7. Identify the steps in handling request & to include...
Open up communications with inmate rather than shutting it off
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) check things out & b) give a response and reason

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
Holding your body in such a way to show strength & confidence & interest and control
Identifying the behavior/action desired
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 three major elements of positioning & to include...
Identifying the behavior/action desired
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) reflect on feeling and reason & b) respond to feeling and meaning

10. List various basic feeling words & to include...
A polite request & using 'please' or 'would appreciate'
A) who & b) what & c) why & d) where & e) when & f) how
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

11. Identify two primary components of observing & to include...
Keeping a safe distance
Identifying the behavior/action desired
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

12. Identify the components of the 5WH method as asking...
A) reflect on feeling and intensity & b) respond to feeling
A) use the 5WH method & b) reflect on answers and recycle
A) who & b) what & c) why & d) where & e) when & f) how
A) ability to size up the situation & b) ability to communicate well with inmates

13. Define ' direct request format' as...
Identifying the behavior/action desired
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) 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

14. Identify steps in responding to feeling and meaning & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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
A) happy & b) angry & c) confused & d) sad & e) scared

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

16. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
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
Ability to control inmate behavior
Look carefully

17. Explain clues that can be used to develop inferences & to include...
Taken very seriously
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
A) happy & b) angry & c) confused & d) sad & e) scared

18. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
A) reflect on feeling and intensity & b) respond to feeling
A) ability to size up the situation & b) ability to communicate well with inmates
A) happy & b) angry & c) confused & d) sad & e) scared

19. Identify the 'add-on' skills in interpersonal communication & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) responding & b) asking questions
Identifying the behavior/action desired
A) positive & b) negative & c) neutral

20. Identify the purpose of communication & to include...
A) behavior & b) appearance & c) environment
Refer the inmate to a counselor or other specialist at the facility
A) position & b) observe & c) posture & d) listen
A) inform & b) persuade & c) entertain & d) indicate action

21. Identify the three basic environments of every individual & to include...
A) use the 5WH method & b) reflect on answers and recycle
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) responding & b) asking questions
A) where he/she lives & b) where he/she works & c) where he/she learns

22. Identify one major element of positioning & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Keeping a safe distance
A) low & b) moderate & c) high
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

23. 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...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) check things out & b) give a response and reason
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously

24. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reflect on feeling and reason & b) respond to feeling and meaning
Refer the inmate to a counselor or other specialist at the facility
Gathering information quickly and accurately regarding What is occurring in the surroundings

25. 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) inform & b) persuade & c) entertain & d) indicate action
A) reflect on feeling and reason & b) respond to feeling and meaning

26. Define ' direct request format' as...
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) 'You're saying ________' & b) 'You look (or it looks) __________'
A) who & b) what & c) why & d) where & e) when & f) how
Identifying the behavior/action desired

27. Identify the major categories of energy levels and describe their respective characteristics as: meaning of Low...
A) check things out & b) take appropriate action
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) low & b) moderate & c) high
A) reflect on What was seen and heard & b) use a responding format

28. Identify the techniques used in asking questions & to include...
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
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
Open up communications with inmate rather than shutting it off

29. Define 'interpersonal communication' as...
A) use the 5WH method & b) reflect on answers and recycle
Reflect a person's prejudice and attitude
Transmission and receipt of a message to effect some kind of action
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)

30. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) ability to size up the situation & b) ability to communicate well with inmates
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
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

31. 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) 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)
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

32. Identify the categories of relationships and feelings as...
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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) positive & b) negative & c) neutral

33. Define 'taking action' as...
Selecting the best way to make requests
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) 'You're saying ________' & b) 'You look (or it looks) __________'

34. Define 'controlling behavior' as...
A) check things out & b) give a response and reason
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Selecting the best way to make requests

35. Identify steps in responding to feeling & to include...
A) low & b) moderate & c) high
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) reflect on feeling and intensity & b) respond to feeling
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

36. Identify various necessary elements in checking things out & to include...
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
A) happy & b) angry & c) confused & d) sad & e) scared
A) position & b) observe & c) posture & d) listen

37. Identify various necessary elements in checking things out & to include...
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
A) content & b) feeling & c) feeling and meaning
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

38. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Active involvement in most activities
A) reflect on What was seen and heard & b) use a responding format
Taken very seriously

39. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) position & b) observe & c) posture & d) listen
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) give a response and reason

40. Identify the steps in handling request & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Keeping a safe distance
A) check things out & b) give a response and reason

41. Explain that nonverbal communication can...

42. Explain 'sizing up a situation as...
Identifying the behavior/action desired
A) check things out & b) take appropriate action
A) inform & b) persuade & c) entertain & d) indicate action
Gathering information quickly and accurately regarding What is occurring in the surroundings

43. Define 'reinforcing behavior' as...
Gathering information quickly and accurately regarding What is occurring in the surroundings
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) handling requests & b) making requests & c) reinforcing behavior
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

44. Define 'reinforcing behavior' as...
Reflect a person's prejudice and attitude
Look carefully
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

45. Define 'interpersonal communication' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Transmission and receipt of a message to effect some kind of action
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response

46. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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

47. Identify the elements of reinforcing behavior as...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) behavior & b) appearance & c) environment
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

48. Define 'softening a request' as...
A) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
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

49. Identify steps in listening & to include...
A) position & b) observe & c) posture & d) listen
A polite request & using 'please' or 'would appreciate'
A) positive & b) negative & c) neutral
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

50. 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Taken very seriously