CBS Communication & Interpersonal Skills 2 — Questions and Answers
Question 1: A business strategist needs to deliver an unpopular policy change to a resistant team. Which approach best demonstrates effective persuasive communication?
- Issue a memo and avoid direct discussion
- Present data supporting the change and acknowledge team concerns (Correct answer)
- Delegate the announcement to a subordinate
- Implement the change without explanation to minimize debate
Correct answer: Present data supporting the change and acknowledge team concerns
Effective persuasion combines evidence-based reasoning with empathy by presenting supporting data while validating stakeholder concerns.
Question 2: During a cross-functional meeting, two department heads openly disagree. As the facilitating strategist, what is the most effective immediate response?
- Side with the more senior department head
- Pause the meeting and reschedule for a later date
- Acknowledge both perspectives and redirect to shared objectives (Correct answer)
- Allow the disagreement to continue without intervention
Correct answer: Acknowledge both perspectives and redirect to shared objectives
A skilled facilitator de-escalates conflict by validating both parties and refocusing the group on common goals.
Question 3: Which nonverbal communication behavior most undermines a leader's credibility during a high-stakes presentation?
- Maintaining steady eye contact with the audience
- Using open hand gestures while speaking
- Checking a phone or watch repeatedly (Correct answer)
- Pausing briefly before answering questions
Correct answer: Checking a phone or watch repeatedly
Repeatedly checking a phone or watch signals disengagement and disrespect, significantly eroding audience trust.
Question 4: A CBS-certified strategist is preparing a written executive summary for the board. Which principle should guide the document's structure?
- Include all background research to demonstrate thoroughness
- Lead with the most critical findings and recommendations (Correct answer)
- Use technical jargon to signal expertise
- Write in a narrative format to engage board members emotionally
Correct answer: Lead with the most critical findings and recommendations
Executive summaries should front-load key conclusions so time-constrained decision-makers quickly grasp the essential message.
Question 5: When negotiating a strategic partnership, what communication tactic is most effective for uncovering a counterpart's underlying interests?
- Make the first offer immediately to set the anchor
- Ask open-ended questions and listen actively to responses (Correct answer)
- Avoid revealing your own priorities to maintain leverage
- Present a take-it-or-leave-it proposal to save time
Correct answer: Ask open-ended questions and listen actively to responses
Open-ended questions paired with active listening reveal underlying motivations, enabling integrative solutions that benefit both parties.
Question 6: A strategist receives critical feedback from a peer about a flawed analysis. What is the most professionally effective response?
- Defend the analysis immediately to protect credibility
- Thank the peer, seek clarification, and evaluate the critique objectively (Correct answer)
- Dismiss the feedback if the peer is junior in rank
- Escalate the disagreement to senior management
Correct answer: Thank the peer, seek clarification, and evaluate the critique objectively
Receiving feedback professionally by expressing gratitude, seeking clarity, and objectively assessing its validity builds trust and improves outcomes.
Question 7: Which communication model best describes the process where a sender encodes a message, transmits it through a channel, and a receiver decodes it?
- Johari Window Model
- Shannon-Weaver Transmission Model (Correct answer)
- Transactional Analysis Model
- Elaboration Likelihood Model
Correct answer: Shannon-Weaver Transmission Model
The Shannon-Weaver model is the foundational framework describing communication as encoding, transmission through a channel, and decoding by the receiver.
CBS Communication & Interpersonal Skills 2
A business strategist needs to deliver an unpopular policy change to a resistant team.
Which approach best demonstrates effective persuasive communication?