CS Communication & Interpersonal Skills 2 — Questions and Answers
Question 1: When delivering negative feedback to a colleague, which approach is most effective?
- Focus solely on the person's character flaws
- Use the situation-behavior-impact (SBI) model (Correct answer)
- Send feedback via email to avoid confrontation
- Delay feedback until the annual review
Correct 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.
Question 2: Which of the following best describes 'emotional intelligence' in a professional setting?
- The ability to suppress all emotions at work
- Recognizing, understanding, and managing your own and others' emotions (Correct answer)
- Prioritizing logic over feelings in all decisions
- Avoiding emotional topics during meetings
Correct 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.
Question 3: A secretary receives a call for an executive who is in a meeting. What is the most professional response?
- Tell the caller to call back later without further information
- Take a detailed message and confirm when the executive will return the call (Correct answer)
- Interrupt the meeting immediately to relay the call
- Give the caller the executive's personal cell phone number
Correct 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.
Question 4: Which listening technique involves restating the speaker's message in your own words to confirm understanding?
- Selective listening
- Paraphrasing (Correct answer)
- Sympathetic listening
- Passive listening
Correct answer: Paraphrasing
Paraphrasing confirms comprehension by restating the speaker's message and gives them the chance to clarify if needed.
Question 5: In business writing, what does the 'You Attitude' principle emphasize?
- Writing in first person to assert authority
- Focusing on the reader's needs, interests, and benefits (Correct answer)
- Using technical jargon to demonstrate expertise
- Keeping all messages under 100 words
Correct 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.
Question 6: Which type of communication barrier occurs when a sender and receiver assign different meanings to the same word?
- Physical barrier
- Semantic barrier (Correct answer)
- Psychological barrier
- Cultural barrier
Correct answer: Semantic barrier
Semantic barriers arise from language differences, jargon, or words with multiple meanings that cause misunderstanding.
Question 7: During a meeting, you notice a team member is consistently interrupted before finishing their points. The most appropriate action is to:
- Say nothing to avoid creating tension
- Interject with 'Let them finish' to redirect the group (Correct answer)
- Send the interrupted person an email after the meeting
- Report the behavior to HR immediately
Correct answer: Interject with 'Let them finish' to redirect the group
Politely redirecting the group ensures inclusive participation and maintains a respectful meeting environment.
CS Communication & Interpersonal Skills 2
When delivering negative feedback to a colleague, which approach is most effective?