Communicating and Influencing Others Flashcards
7 cards from real CSJT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communicating and Influencing Others flashcards as text
You discover that information you communicated to your team last week was inaccurate. What should you do?
Answer: Promptly correct the information and explain what changed and why
Proactively correcting misinformation maintains trust and prevents decisions based on incorrect data.
A citizen calls your office angry about a denied application. Which response is most effective?
Answer: Acknowledge their frustration, explain the reason for the denial, and outline their options
Empathy, clear explanation, and actionable next steps transform a confrontational call into a productive interaction.
In negotiation with an external vendor, what approach best protects your agency's interests while preserving the relationship?
Answer: Focus on interests rather than positions and seek mutually beneficial solutions
Interest-based negotiation finds solutions that satisfy core needs on both sides without damaging the working relationship.
You are asked to present the same project update to both a technical team and an executive board. What should you adjust?
Answer: Customize the level of detail and emphasis on outcomes vs. process for each audience
Tailoring content to each audience's knowledge level and priorities maximizes comprehension and impact.
A team member consistently misses deadlines and does not respond to your reminders. What is the best escalation path?
Answer: Document your attempts to communicate, then raise the issue with your supervisor with specific examples
Documenting communication attempts before escalating demonstrates good faith and provides management with the facts needed to act.
Non-verbal communication in the workplace includes all of the following EXCEPT:
Answer: Word choice in an email
Word choice is a verbal communication element; non-verbal communication encompasses body language, tone, facial expressions, and gestures.
You are asked to chair a meeting with 10 attendees on a contentious budget topic. What is the most important thing to do at the start?
Answer: Establish ground rules for respectful discussion and review the meeting objectives
Setting ground rules and clear objectives at the outset creates a structured, respectful environment for difficult conversations.