Communication & Interpersonal Skills Flashcards

An executive assistant receives an angry phone call from a client whose order was delayed. What should be the FIRST response?

Answer: Listen without interrupting and acknowledge the caller's frustration

Letting an upset caller vent and acknowledging their feelings defuses emotion before problem-solving begins.

Which communication channel is MOST appropriate for delivering sensitive performance feedback to a coworker?

Answer: Private face-to-face conversation

Face-to-face private conversations allow tone, nonverbal cues, and immediate clarification for sensitive topics.

In the communication process, 'noise' refers to:

Answer: Anything that distorts or interferes with the message

Noise is any physical, psychological, or semantic barrier that interferes with accurate message transmission.

A manager says 'Fine, do whatever you want' while crossing her arms and frowning. Which message will most listeners believe?

Answer: The nonverbal message, because it conveys true feelings

When verbal and nonverbal signals conflict, receivers tend to trust the nonverbal cues.

Which statement is an example of an 'I-message' used to address a conflict?

Answer: I feel frustrated when the copier is left jammed because it delays my deadlines.

I-messages describe the speaker's feelings and the effect of a behavior without blaming the other person.

When taking a phone message for an absent executive, which detail is LEAST essential?

Answer: The caller's tone of voice

Name, number, date/time, and purpose are essential; tone is optional context.

Which conflict-management style seeks a solution that fully satisfies both parties?

Answer: Collaborating

Collaborating is a win-win approach that integrates both parties' concerns fully.