Communication & Interpersonal Skills Flashcards

Which of the following describes 'active empathy' in the workplace?

Answer: Making an effort to understand a colleague's feelings and perspective without judgment

Active empathy involves genuinely trying to understand another's experience and feelings without projecting your own views or rushing to fix the situation.

When is it most appropriate to use a phone call rather than email for business communication?

Answer: When the matter is urgent, complex, or emotionally sensitive

Phone calls are better suited for urgent matters, nuanced discussions, and sensitive topics where tone and real-time dialogue are important.

What is the key difference between 'sympathy' and 'empathy' in professional communication?

Answer: Empathy involves understanding another's perspective; sympathy is acknowledging their feelings from your own viewpoint

Empathy means stepping into another's shoes to understand their experience, while sympathy is feeling sorry for someone from your own vantage point.

Which format is most appropriate for communicating a company-wide policy change to all employees?

Answer: A formal memo or official email from leadership

Official policy changes require formal written communication from leadership to ensure clarity, consistency, and a documented record for all employees.

When managing a difficult conversation with an upset client, which response strategy is MOST effective?

Answer: Acknowledge the client's feelings, apologize for the inconvenience, and focus on solutions

Acknowledging emotions, apologizing sincerely, and pivoting to solutions de-escalates tension and rebuilds trust with upset clients.

In business communication, what does 'channel richness' refer to?

Answer: A medium's capacity to convey multiple cues like tone, body language, and immediate feedback

Channel richness measures how well a medium transmits verbal and nonverbal cues; face-to-face is richest, while text-based media are leaner.

Which of the following is a key principle of professional networking for a secretary?

Answer: Building genuine relationships by offering value and maintaining consistent contact

Effective professional networking is built on authentic relationships where you actively offer value, not just seek benefits when needed.