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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 'interpersonal communication' as...
Transmission and receipt of a message to effect some kind of action
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) feeling cues & b) relationships & c) energy levels & d) values
A) 'You're saying ________' & b) 'You look (or it looks) __________'

2. Identify two primary components of observing & to include...
A) positive & b) negative & c) neutral
A) reflect on feeling and reason & b) respond to feeling and meaning
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

3. Identify the three basic environments of every individual & to include...
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
A) volume & b) emotion & c) pitch
A) where he/she lives & b) where he/she works & c) where he/she learns
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate

4. Define 'responding to feeling' as...
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
A) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate
A) use the 5WH method & b) reflect on answers and recycle

5. Identify steps in responding to feeling & to include...
A) use the 5WH method & b) reflect on answers and recycle
A) reflect on feeling and reason & b) respond to feeling and meaning
A) reflect on feeling and intensity & b) respond to feeling
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)

6. Identify several things an officer might look for when first coming on shift & to include...
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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

7. Identify three major elements of positioning & to include...
A) positive & b) negative & c) neutral
A) use the 5WH method & b) reflect on answers and recycle
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) volume & b) emotion & c) pitch

8. Identify various necessary elements in checking things out & to include...
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) reinforce positively and negatively & b) use verbal and nonverbal techniques
Taken very seriously

9. Explain that the statement 'human actions determine human reactions' means...
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and reason & b) respond to feeling and meaning
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
The ability to capture in words the specific feelings being presented by inmate

10. Identify steps in responding to feeling & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A polite request & using 'please' or 'would appreciate'
A) reflect on feeling and intensity & b) respond to feeling
A) position & b) observe & c) posture & d) listen

11. Explain clues that can be used to develop inferences & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
A) behavior & b) appearance & c) environment
A) feeling cues & b) relationships & c) energy levels & d) values
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

12. Define 'softening a request' as...
A) where he/she lives & b) where he/she works & c) where he/she learns
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
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

13. List various basic feeling words & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
Open up communications with inmate rather than shutting it off
Holding your body in such a way to show strength & confidence & interest and control
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills

14. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
The ability to capture in words the specific feelings being presented by inmate
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) 'You're saying ________' & b) 'You look (or it looks) __________'

15. Identify the levels of responding & to include...
Selecting the best way to make requests
A) content & b) feeling & c) feeling and meaning
A) responding & b) asking questions
Identifying the behavior/action desired

16. Two skills an officer needs for effective interpersonal communications...
A) ability to size up the situation & b) ability to communicate well with inmates
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort

17. Explain that questions are used in addition to the basic skills and responding techniques to...
Taken very seriously
A) feeling cues & b) relationships & c) energy levels & d) values
A) happy & b) angry & c) confused & d) sad & e) scared
Open up communications with inmate rather than shutting it off

18. Identify the components of the 5WH method as asking...
A) who & b) what & c) why & d) where & e) when & f) how
A) behavior & b) appearance & c) environment
A) to minimize future complaints & b) the inmate will not be able to claim He was not told a reason for a negative response
Reflect a person's prejudice and attitude

19. Identify the categories of relationships and feelings as...
A) volume & b) emotion & c) pitch
A) where he/she lives & b) where he/she works & c) where he/she learns
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) positive & b) negative & c) neutral

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

21. Define 'reinforcing behavior' 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
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions

22. Identify the three basic environments of every individual & to include...
A) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
A) where he/she lives & b) where he/she works & c) where he/she learns
A) reflect on feeling and intensity & b) respond to feeling
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn

23. Identify techniques to use in taking action & to include...
A) check things out & b) give a response and reason
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
Taken very seriously

24. Identify one major element of positioning & to include...
A) behavior & b) appearance & c) environment
Keeping a safe distance
A) check things out & b) take appropriate action
Transmission and receipt of a message to effect some kind of action

25. Identify aspects considered during the initial stage of observing & to include...
Keeping a safe distance
A) happy & b) angry & c) confused & d) sad & e) scared
A) responding & b) asking questions
A) behavior & b) appearance & c) environment

26. Identify various necessary elements in checking things out & 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) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) inform & b) persuade & c) entertain & d) indicate action
A) low & b) moderate & c) high

27. Identify two considerations for giving inmate a reason for your response & 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
The ability to capture in words the specific feelings being presented by inmate
A) responding & b) asking questions
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...
A) be specific & b) use mild/polite format or direct format & c) get stronger when necessary & d) use responding skills
That if inmates are treated like the human beings they are & more decent and constructive behavior will be promoted
Taken very seriously
Selecting the best way to make requests

29. List the application skills used in controlling behavior as...
A polite request & using 'please' or 'would appreciate'
A) handling requests & b) making requests & c) reinforcing behavior
Holding your body in such a way to show strength & confidence & interest and control
Gathering information quickly and accurately regarding What is occurring in the surroundings

30. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
The ability to capture in words the specific feelings being presented by inmate
Identifying the behavior/action desired
Ability to control inmate behavior

31. 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
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

32. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Refer the inmate to a counselor or other specialist at the facility
A) check things out & b) take appropriate action
Active involvement in most activities

33. Identify the steps involved in 'sizing up a situation &' to include...
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
Active involvement in most activities
A) happy & b) angry & c) confused & d) sad & e) scared

34. Define 'responding to feeling' as...
Look carefully
Transmission and receipt of a message to effect some kind of action
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

35. Define ' direct request format' as...
Identifying the behavior/action desired
A) low & b) moderate & c) high
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

36. Identify techniques to use in taking action & to include...
A) reflect on feeling and reason & b) respond to feeling and meaning
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
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

37. 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...
Taken very seriously
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 intensity & b) respond to feeling
A) reinforce positively and negatively & b) use verbal and nonverbal techniques

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

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

40. Identify two primary components of observing & to include...
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
Active involvement in most activities

41. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
Ability to control inmate behavior
Appearance and actions indicating defeat & slow movements & head hangs down & every movement seems to require great effort
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) position & b) observe & c) posture & d) listen

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) content & b) feeling & c) feeling and meaning
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
Transmission and receipt of a message to effect some kind of action

43. Define 'controlling behavior' as...
A) feeling cues & b) relationships & c) energy levels & d) values
Taking charge to assure appropriate behavior to serve the interests of the institution & the staff member and the inmate
A) ability to size up the situation & b) ability to communicate well with inmates
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

44. 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) who & b) what & c) why & d) where & e) when & f) how
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on feeling and intensity & b) respond to feeling

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

46. Explain that the statement 'human actions determine human reactions' means...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
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
A) use the 5WH method & b) reflect on answers and recycle

47. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
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) who & b) what & c) why & d) where & e) when & f) how
The ability to capture in words the specific feelings being presented by inmate
A polite request & using 'please' or 'would appreciate'

48. Explain that nonverbal communication can...

49. Define 'posturing' as...
Holding your body in such a way to show strength & confidence & interest and control
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
Reflect a person's prejudice and attitude
The ability to capture in words the specific feelings being presented by inmate

50. Explain that if a communication interchange goes deeper than the officer feels he/she can manage & it is appropriate to...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
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
Refer the inmate to a counselor or other specialist at the facility