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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 one major element of positioning & to include...
A) inform & b) persuade & c) entertain & d) indicate action
Keeping a safe distance
A) position & b) observe & c) posture & d) listen
A) volume & b) emotion & c) pitch

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

3. Define 'responding to content' as...
Refer the inmate to a counselor or other specialist at the facility
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
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

4. Identify the major categories of energy levels and describe their respective characteristics as: meaning of high...
A) inform & b) persuade & c) entertain & d) indicate action
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
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)
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

5. 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
Ability to control inmate behavior
A) low & b) moderate & c) high
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

6. Explain clues that can be used to develop inferences & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
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
A) position & b) observe & c) posture & d) listen

7. Identify one consideration for giving inmate a reason for your response & to include...
A) happy & b) angry & c) confused & d) sad & e) scared
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) volume & b) emotion & c) pitch
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

8. Identify one major element of positioning & to include...
Accurate if they are based on detailed and concrete observations rather than on vague & general ones
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance
Keeping a safe distance

9. Define 'softening a request' as...
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
Taken very seriously
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) volume & b) emotion & c) pitch

10. Define ' direct request format' as...
Taken very seriously
A) handling requests & b) making requests & c) reinforcing behavior
Identifying the behavior/action desired
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation

11. Identify steps in responding to feeling and meaning & to include...
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) 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'

12. Identify various questions to be asked in reflecting & 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) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
A) ability to size up the situation & b) ability to communicate well with inmates
A) happy & b) angry & c) confused & d) sad & e) scared

13. Explain that nonverbal communication can...

14. Define 'reinforcing behavior' as...
A) ability to size up the situation & b) ability to communicate well with inmates
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
A) responding & b) asking questions

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

16. 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) check things out & b) take appropriate action
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
Open up communications with inmate rather than shutting it off

17. Identify one action and procedures that can reduce the crime rate within a correctional setting & to include...
A) who & b) what & c) why & d) where & e) when & f) how
Ability to control inmate behavior
Active involvement in most activities
Taken very seriously

18. Identify the levels of responding & to include...
A) content & b) feeling & c) feeling and meaning
A) feeling cues & b) relationships & c) energy levels & d) values
A) low & b) moderate & c) high
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

19. Identify two considerations for giving inmate a reason for your response & to include...
Open up communications with inmate rather than shutting it off
A) happy & b) angry & c) confused & d) sad & e) scared
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 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

20. Identify one primary components of observing & to include...
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
Look carefully
A) use basic skills & b) know rules and regulations & c) decide if requests are legitimate & d) check out inmate and situation
Refer the inmate to a counselor or other specialist at the facility

21. Define 'reinforcing behavior' as...
A) How does he/she look? & b) What is he/she saying? & c) What did he/she say? & d) What didn
The ability to administer punishments and rewards effectively to show inmates the positive and negative consequences of their actions
A) check things out & b) take appropriate action
A) 'You're saying ________' & b) 'You look (or it looks) __________'

22. Define 'interpersonal communication' as...
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
Transmission and receipt of a message to effect some kind of action
Holding your body in such a way to show strength & confidence & interest and control

23. Identify steps in responding to feeling & to include...
A polite request & using 'please' or 'would appreciate'
A) low & b) moderate & c) high
A) reflect on feeling and intensity & b) respond to feeling
A) reflect on What was seen and heard & b) use a responding format

24. Identify two primary components of observing & to include...
Selecting the best way to make requests
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Toning down a request and making it more palatable by putting it in the form of a request rather than a direct order
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

25. Identify several things an officer might look for when first coming on shift & to include...
A) content & b) feeling & c) feeling and meaning
A) check things out & b) give a response and reason
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) changes in inmate routines & b) groupings of inmates & c) noise levels & d) changes in inmate physical appearance

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

27. Identify steps in responding to feeling and meaning & to include...
Gathering information quickly and accurately regarding What is occurring in the surroundings
A) who & b) what & c) why & d) where & e) when & f) how
A) reflect on feeling and reason & b) respond to feeling and meaning
Reflect a person's prejudice and attitude

28. Identify the steps in handling request & to include...
A) check things out & b) give a response and reason
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
A) low & b) moderate & c) high
Keeping a safe distance

29. Identify three characteristics of voice Which may be used to determine intensity & to include...
A) volume & b) emotion & c) pitch
Keeping a safe distance
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) feeling cues & b) relationships & c) energy levels & d) values

30. Explain 'sizing up a situation as...
Holding your body in such a way to show strength & confidence & interest and control
Ability to control inmate behavior
A) behavior & b) appearance & c) environment
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

32. 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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling
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

33. Identify steps in listening & to include...
Refer the inmate to a counselor or other specialist at the facility
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
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood

34. 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) low & b) moderate & c) high
Taken very seriously
A) content & b) feeling & c) feeling and meaning
A) positive & b) negative & c) neutral

35. Identify several things an officer might look for when first coming on shift & to include...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
Holding your body in such a way to show strength & confidence & interest and control

36. List various basic feeling words & to include...
A) positive & b) negative & c) neutral
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) happy & b) angry & c) confused & d) sad & e) scared
A) where he/she lives & b) where he/she works & c) where he/she learns

37. Identify steps in listening & to include...
A) check things out & b) give a response and reason
Identifying the behavior/action desired
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
Gathering information quickly and accurately regarding What is occurring in the surroundings

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

39. Explain that since nonverbal reinforcers usually involve the use of force & it should only be used when...
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
There is a threat of physical harm to you & the inmate or other staff or inmates & as a last resort
A) behavior & b) appearance & c) environment

40. 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) being able to see and hear groups and individuals & b) facing squarely & c) looking directly (eye contact)
The skill of seeing and hearing What is really happening and the ability to mirror that understanding back to the individual

41. 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
Taken very seriously
A) reflect on feeling and reason & b) respond to feeling and meaning
Refer the inmate to a counselor or other specialist at the facility

42. Identify the major categories of energy levels and describe their respective characteristics as: meaning of moderate...
Active involvement in most activities
A) reinforce positively and negatively & b) use verbal and nonverbal techniques
A) reflect on What was seen and heard & b) use a responding format
Accurate if they are based on detailed and concrete observations rather than on vague & general ones

43. Identify aspects considered during the initial stage of observing & to include...
A) behavior & b) appearance & c) environment
Transmission and receipt of a message to effect some kind of action
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

44. Identify the levels of responding & to include...
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble
A) content & b) feeling & c) feeling and meaning
A) handling requests & b) making requests & c) reinforcing behavior
A) decide if a situation is normal or abnormal & b) decide if a situation indicates the potential for trouble

45. Identify the three basic environments of every individual & to include...
A) handling requests & b) making requests & c) reinforcing behavior
Ability to control inmate behavior
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

46. Identify various questions to be asked in reflecting & to include...
A) feeling cues & b) relationships & c) energy levels & d) values
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
Paraphrasing the content of inmate's statement in such a way as to provide a meaningful reason for the inmate's feeling

47. Define 'posturing' as...
A) stand erect & b) eliminate distracting behaviors & c) incline slightly forward
Reflect a person's prejudice and attitude
Holding your body in such a way to show strength & confidence & interest and control
A) where he/she lives & b) where he/she works & c) where he/she learns

48. Identify two considerations for giving inmate a reason for your response & to include...
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
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) stand erect & b) eliminate distracting behaviors & c) incline slightly forward

49. Identify aspects considered during the initial stage of observing & to include...
A) suspending judgment & b) picking out key words & c) identifying the intensity of What is said & d) reflecting on mood
A) check things out & b) take appropriate action
A) behavior & b) appearance & c) environment
Keeping a safe distance

50. Identify that inferences are more likely to be...
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
Keeping a safe distance
Accurate if they are based on detailed and concrete observations rather than on vague & general ones