FLETC BOP FINAL CERTIFICATION TEST 2026
QUESTIONS AND VERIFIED ANSWERS ALREADY
PASSED
◉ What responsibilities do a correctional workers have to keep
conflicts from escalating?
Answer: ITG
• Intervene
• Take responsibility for resolving the situation
• Get both sides of the story
◉ As a listener you need to:
Answer: • Concentrate closely on the person who's talking.
• Communicate your attention to the person.
◉ What are the four main points to remember about communicating
attention while you listen?
Answer: MAFU
1. Maintain eye contact
2. Attentive posture positioning and body language
3. Follow the speaker verbally
4. Use silence effectively
,◉ Your overall body language makes a big difference in encouraging
someone to talk to you what are some key things to remember?
Answer: SKB
Sit or lean forward
Keep still
Be aware of the look on your face
◉ What two techniques are involved in responding?
Answer: PR
1. Paraphrasing
2. Reflecting
◉ When does paraphrasing occur?
Answer: Anytime during the the conversation.
◉ When does reflecting occur?
Answer: At the end of the conversation.
◉ What is paraphrasing?
Answer: • Determine the basic message. (Matter of zeroing in on
what the speaker is really trying to tell you).
, • Rephrasing the message in your own words. (Tell the speaker what
you heard them say).
◉ What is reflecting?
Answer: • Identifying basic feelings (try to look at the situation from
speakers point of view).
• Capture the specific mood and felling in words and reflect them
back on the speaker (act like a mirror, reflecting the persons feelings
back to them).
◉ What is probing?
Answer: Way to go about getting information from someone
◉ What are the two parts to probing?
Answer: • Identify an area that needs to be explored further
• Use open ended questions and statements to probe for additional
information
◉ Probe "Do's and Don'ts"
Answer: • DO listen for gaps, inconsistencies, and point of views that
do not make sense.
• DO focus on one topic at a time.
• DO use open-ended questions that begin with words like what,
when, where, how, or could.
QUESTIONS AND VERIFIED ANSWERS ALREADY
PASSED
◉ What responsibilities do a correctional workers have to keep
conflicts from escalating?
Answer: ITG
• Intervene
• Take responsibility for resolving the situation
• Get both sides of the story
◉ As a listener you need to:
Answer: • Concentrate closely on the person who's talking.
• Communicate your attention to the person.
◉ What are the four main points to remember about communicating
attention while you listen?
Answer: MAFU
1. Maintain eye contact
2. Attentive posture positioning and body language
3. Follow the speaker verbally
4. Use silence effectively
,◉ Your overall body language makes a big difference in encouraging
someone to talk to you what are some key things to remember?
Answer: SKB
Sit or lean forward
Keep still
Be aware of the look on your face
◉ What two techniques are involved in responding?
Answer: PR
1. Paraphrasing
2. Reflecting
◉ When does paraphrasing occur?
Answer: Anytime during the the conversation.
◉ When does reflecting occur?
Answer: At the end of the conversation.
◉ What is paraphrasing?
Answer: • Determine the basic message. (Matter of zeroing in on
what the speaker is really trying to tell you).
, • Rephrasing the message in your own words. (Tell the speaker what
you heard them say).
◉ What is reflecting?
Answer: • Identifying basic feelings (try to look at the situation from
speakers point of view).
• Capture the specific mood and felling in words and reflect them
back on the speaker (act like a mirror, reflecting the persons feelings
back to them).
◉ What is probing?
Answer: Way to go about getting information from someone
◉ What are the two parts to probing?
Answer: • Identify an area that needs to be explored further
• Use open ended questions and statements to probe for additional
information
◉ Probe "Do's and Don'ts"
Answer: • DO listen for gaps, inconsistencies, and point of views that
do not make sense.
• DO focus on one topic at a time.
• DO use open-ended questions that begin with words like what,
when, where, how, or could.
