CS Communication & Interpersonal Skills 2

Question 1

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

Accepted Answer

Use the situation-behavior-impact (SBI) model

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

Paraphrasing

Answer

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?

Accepted Answer

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

Answer

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

(CS) Certified Secretary Practice Test