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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 steps involved in making requests & to include...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) inform & b) persuade & c) entertain & d) indicate action
A) feeling cues & b) relationships & c) energy levels & d) values
A) check things out & b) take appropriate action

2. Explain that nonverbal communication can...

3. Identify techniques to use in taking action & to include...
Transmission and receipt of a message to effect some kind of action
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) handling requests & b) making requests & c) reinforcing behavior
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

4. Identify the elements of reinforcing behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Reflect a person's prejudice and attitude
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) check things out & b) take appropriate action

5. Identify several things an officer might look for when first coming on shift & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) reflect on feeling and intensity & b) respond to feeling
Active involvement in most activities
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

6. Define 'reinforcing behavior' as...
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) behavior & b) appearance & c) environment
A) use the 5WH method & b) reflect on answers and recycle
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

7. Identify steps in responding to feeling and meaning & to include...
Taken very seriously
A) low & b) moderate & c) high
A) reflect on feeling and reason & b) respond to feeling and meaning
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

8. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) feeling cues & b) relationships & c) energy levels & d) values
A) reflect on feeling and reason & b) respond to feeling and meaning
Active involvement in most activities
Gathering information quickly and accurately regarding What is occurring in the surroundings

9. Identify the components of the 5WH method as asking...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) who & b) what & c) why & d) where & e) when & f) how
Keeping a safe distance
Active involvement in most activities

10. Identify one consideration for giving inmate a reason for your response & to include...
Holding your body in such a way to show strength & confidence & interest and control
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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
Gathering information quickly and accurately regarding What is occurring in the surroundings

11. Explain that nonverbal communication can...

12. Define 'softening a request' as...
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
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

14. Identify the techniques used in asking questions & to include...
Look carefully
A) use the 5WH method & b) reflect on answers and recycle
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) position & b) observe & c) posture & d) listen

15. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) check things out & b) take appropriate action
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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

16. Define 'posturing' as...
A) reflect on feeling and reason & b) respond to feeling and meaning
Holding your body in such a way to show strength & confidence & interest and control
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) ability to size up the situation & b) ability to communicate well with inmates

17. List the application skills used in controlling behavior as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) handling requests & b) making requests & c) reinforcing behavior
A) volume & b) emotion & c) pitch

18. Identify two considerations for giving inmate a reason for your response & to include...
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
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) check things out & b) take appropriate action

19. Identify steps in responding to feeling & to include...
A) reflect on feeling and intensity & b) respond to feeling
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
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

20. Identify two primary components of observing & to include...
A) behavior & b) appearance & c) environment
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

21. 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) where he/she lives & b) where he/she works & c) where he/she learns
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
Active involvement in most activities
Taken very seriously

22. Identify techniques to use in taking action & to include...
Selecting the best way to make requests
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) responding & b) asking questions

23. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) volume & b) emotion & c) pitch
A) positive & b) negative & c) neutral
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)

24. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) 'You're saying ________' & b) 'You look (or it looks) __________'
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)
Identifying the behavior/action desired

25. Define 'responding to content' as...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) reflect on feeling and intensity & b) respond to feeling
A) low & b) moderate & c) high

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

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

28. Two skills an officer needs for effective interpersonal communications...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) 'You're saying ________' & b) 'You look (or it looks) __________'
A) where he/she lives & b) where he/she works & c) where he/she learns
A) ability to size up the situation & b) ability to communicate well with inmates

29. 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
Active involvement in most activities
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

30. Define 'responding to content' as...
Identifying the behavior/action desired
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Active involvement in most activities
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

31. Define 'responding to feeling' as...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) happy & b) angry & c) confused & d) sad & e) scared
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

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

33. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) volume & b) emotion & c) pitch

34. Define 'controlling behavior' as...
Open up communications with inmate rather than shutting it off
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) content & b) feeling & c) feeling and meaning

35. Explain that questions are used in addition to the basic skills and responding techniques to...
Open up communications with inmate rather than shutting it off
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) reflect on What was seen and heard & b) use a responding format
The ability to capture in words the specific feelings being presented by inmate

36. Identify steps of responding to content & to include...
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) positive & b) negative & c) neutral
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) reflect on What was seen and heard & b) use a responding format

37. Explain 'sizing up a situation as...
A polite request & using 'please' or 'would appreciate'
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) content & b) feeling & c) feeling and meaning
A) low & b) moderate & c) high

38. Identify that inferences are more likely to be...
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

39. Identify aspects considered during the initial stage of observing & to include...
A) inform & b) persuade & c) entertain & d) indicate action
A) ability to size up the situation & b) ability to communicate well with inmates
Open up communications with inmate rather than shutting it off
A) behavior & b) appearance & c) environment

40. Define 'controlling behavior' as...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
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

41. Identify the steps involved in 'sizing up a situation &' to include...
A) ability to size up the situation & b) ability to communicate well with inmates
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) happy & b) angry & c) confused & d) sad & e) scared
A) position & b) observe & c) posture & d) listen

42. Explain clues that can be used to develop inferences & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
A) position & b) observe & c) posture & d) listen
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

43. Identify the categories of relationships and feelings as...
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) positive & b) negative & c) neutral
Refer the inmate to a counselor or other specialist at the facility
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted

44. Identify various necessary elements in checking things out & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A polite request & using 'please' or 'would appreciate'
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

45. Identify three characteristics of voice Which may be used to determine intensity & 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) volume & b) emotion & c) pitch
A) happy & b) angry & c) confused & d) sad & e) scared
A) content & b) feeling & c) feeling and meaning

46. Identify several things an officer might look for when first coming on shift & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Selecting the best way to make requests
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
A) content & b) feeling & c) feeling and meaning

47. Identify the purpose of communication & to include...
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) inform & b) persuade & c) entertain & d) indicate action
A) check things out & b) give a response and reason
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

48. Identify components of good posturing & to include...
A) use the 5WH method & b) reflect on answers and recycle
Taken very seriously
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) inform & b) persuade & c) entertain & d) indicate action

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

50. Define 'reinforcing behavior' as...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
Transmission and receipt of a message to effect some kind of action