Interpersonal Skills 2

Front 1

Purposes of communication

Back 1

1.Inform
2.persuade
3.entertain
4.indicate action

Front 2

transmission and receipt of message to effect some kind of action

Back 2

Interpersonal communication

Front 3

Skills an officer needs for effective interpersonal communications

Back 3

1. ability to size up the situation
2. ability to communicate well with inmates
3. ability to control inmate behavior

Front 4

gathering information quickly and accurately regarding what is occurring in the surroundings

Back 4

Sizing up a situation

Front 5

steps involved in sizing up a situation

Back 5

1. position
2. observe
3. posture
4. listen

Front 6

major elements of positioning

Back 6

1. keeping a safe distance
2. being able to see and hear groups and individuals
3. facing squarely
4. looking directly

Front 7

primary components of observing

Back 7

1. look carefully
2. decide if a situation is normal or abnormal
3. decide if a situation indicates the potential for trouble

Front 8

aspects considered during the initial stage of observing

Back 8

1. behavior
2. appearance
3. environment

Front 9

several things an officer might look for when first coming on shift

Back 9

1. changes in inmate routines
2. grouping of inmates
3. noise levels
4. changes in inmate physical appearance

Front 10

holding your body in such a way to show strength confidence interest and control

Back 10

posturing

Front 11

components of good posturing

Back 11

1. stand erect
2. eliminate distracting behaviors
3. incline slightly forward

Front 12

clues that can be used to develop inferences

Back 12

1. feeling clues
2. relationships
3. energy levels
4. values

Front 13

categories of relationships and feelings

Back 13

1. positive
2. negative
3. neutral

Front 14

major categories of energy levels

Back 14

1.low
A.apperance and actions indicating defeat, slow movements head hangs down every movement seems to require great effort
2.Moderate
B. active involvement in most activities
3.High
C. partcipates in all that is required also makes use of physical equipment and participate in voluntary activities

Front 15

three basic environments of every individual

Back 15

1. where he/she lives
2. where he/she works
3 where he/she learns

Front 16

steps in listening

Back 16

1. suspending judgment
2. picking out key words
3. identifying the intensity of what is said
4. reflecting

Front 17

three characteristics of voice which may be used to determine intensity

Back 17

1. volume
2. emotion
3. pitch

Front 18

add-on skills in interpersonal communication

Back 18

1. responding
2. asking questions

Front 19

levels of responding

Back 19

1. responding to content
2. responding to feeling
3. responding to feeling and meaning

Front 20

the skill of seeing and hearing what is really happening and the ability to mirror that understanding back to the individual

Back 20

responding to content

Front 21

steps in responding to content

Back 21

1. reflect on what was seen and heard
2. use a responding format

Front 22

ways in which an employee might verbally respond to content

Back 22

1. you're saying
2. you look

Front 23

the ability to capture in words the specific feelings being presented by inmate

Back 23

responding to feeling

Front 24

steps in responding to feeling

Back 24

1. reflect on feeling and intensity
2. respond to feeling

Front 25

various basic feeling words

Back 25

1. happy
2. angry
3. confused
4. sad
5. scared

Front 26

paraphrasing the content of inmates statement in such a way as to provide a meaningful reason for the inmates feeling

Back 26

responding to feeling and meaning

Front 27

steps in responding to feeling and meaning

Back 27

1. reflect on feeling and reason
2. respond to feeling and meaning

Front 28

components of the 5WH method

Back 28

who
what
why
where
when
how

Front 29

techniques used in asking questions

Back 29

1. 5WH method
2., reflect on answers and recycle

Front 30

being able to make sense out of inmates answers recognizing the answers not spoken and thinking carefully about what the inmate has said in answering a question

Back 30

reflecting on answers and recycle

Front 31

various questions to be asked in reflecting

Back 31

1. how does he or she look
2 what is he or she saying
3. what did he or she say
4. what didn't he or she say

Front 32

application skills used in controlling behavior

Back 32

1. handling request
2. making request
3. reinforcing behavior

Front 33

taking charge to assure appropriate behavior to serve the interests of the institution the staff member and the inmate

Back 33

controlling behavior

Front 34

steps in handling request

Back 34

1. check things out
2. give a response and a reason

Front 35

various necessary elements in checking things out

Back 35

1. use basic skills
2. know rules and regulation
3. decide if requests are legitimate
4. check out inmate and situation

Front 36

carious considerations for giving inmate a reason for your response

Back 36

1. to minimize futre complaints
2 the inmate will not be able to claim he was not told a reason for a negative response
3. 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

Front 37

steps involved in making requests

Back 37

1. checking things out
2. take appropriate action

Front 38

selecting the best way to make request

Back 38

taking action

Front 39

techniques used in taking action

Back 39

1. be specific
2. used mild to polite format or direct format
3. get stronger when necessary
4. use responding skills

Front 40

a polite request using please or would appreciate

Back 40

mild request format

Front 41

identifying the behavior or action desired

Back 41

direct request format

Front 42

toning down a request and making it more palatable by putting it in the form of a request rather than a direct order

Back 42

softening a request

Front 43

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

Back 43

reinforcing behavior

Front 44

elements of reinforcing behavior

Back 44

1. reinforce positively and negatively
2. use verbal and nonverbal techniques

Front 45

this is described as what? only used when there is a threat of physical harm to you the inmate or other staff or inmates as a last resort

Back 45

nonverbal reinforces

Front 46

this is described as what? if inmates are treated like the human being they are more decent and constructive behavior will be promoted

Back 46

human actions determine human reactions