Communication & Interpersonal Skills Flashcards

When delivering negative feedback to a colleague, which approach is most effective?

Answer: Use the situation-behavior-impact (SBI) model

The SBI model focuses on specific situations, observed behaviors, and their impact, making feedback constructive and actionable.

Which of the following best describes 'emotional intelligence' in a professional setting?

Answer: Recognizing, understanding, and managing your own and others' emotions

Emotional intelligence (EQ) involves self-awareness, empathy, and the ability to manage interpersonal dynamics effectively.

A secretary receives a call for an executive who is in a meeting. What is the most professional response?

Answer: Take a detailed message and confirm when the executive will return the call

Taking a detailed message and setting expectations for a callback maintains professionalism and respects both parties.

Which listening technique involves restating the speaker's message in your own words to confirm understanding?

Answer: Paraphrasing

Paraphrasing confirms comprehension by restating the speaker's message and gives them the chance to clarify if needed.

In business writing, what does the 'You Attitude' principle emphasize?

Answer: Focusing on the reader's needs, interests, and benefits

The 'You Attitude' shifts focus from the writer's perspective to the reader's, making communication more persuasive and considerate.

Which type of communication barrier occurs when a sender and receiver assign different meanings to the same word?

Answer: Semantic barrier

Semantic barriers arise from language differences, jargon, or words with multiple meanings that cause misunderstanding.

During a meeting, you notice a team member is consistently interrupted before finishing their points. The most appropriate action is to:

Answer: Interject with 'Let them finish' to redirect the group

Politely redirecting the group ensures inclusive participation and maintains a respectful meeting environment.