CPS Communication & Interpersonal Skills 2

Question 1

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

Accepted Answer

Listen without interrupting and acknowledge the caller's frustration

Answer

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

Question 2

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

Accepted Answer

Private face-to-face conversation

Answer

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

Question 3

In the communication process, 'noise' refers to:

Accepted Answer

Anything that distorts or interferes with the message

Answer

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

Question 4

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

Accepted Answer

The nonverbal message, because it conveys true feelings

Answer

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

Question 5

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

Accepted Answer

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

Answer

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

CPS - Certified Professional Secretary Practice Test