CSJT Communicating and Influencing Others Questions and Answers 1

Question 1

You are presenting a new digital service proposal to a group of senior stakeholders. One influential member of the group is known to be skeptical of technology-based solutions and repeatedly raises concerns about potential data security risks. Which of the following is the most effective approach to influence this stakeholder?

Accepted Answer

Acknowledge their concerns as valid and present a detailed, evidence-based risk mitigation plan from a reputable cybersecurity expert.

Answer

The most effective influencing strategy is to show respect for the stakeholder's opinion, acknowledge their concerns, and then counter them with credible, expert evidence. This approach addresses their specific point of resistance directly and builds trust by demonstrating that their perspective has been taken seriously. Focusing only on benefits (B), trying to use peer pressure (D), or delaying the discussion (C) fails to address the core issue of their skepticism.

Question 2

You need to communicate a complex and unpopular policy change to your team. The change is necessary due to new legislation, but you anticipate it will be met with frustration. What should be your primary communication objective?

Accepted Answer

To present the message with empathy, clearly explaining the non-negotiable reasons for the change while actively listening to their concerns.

Answer

The Civil Service competency 'Communicating and Influencing' emphasizes clarity, integrity, and respecting the responses of others. When delivering a difficult message, the most effective approach is to be honest about the reasons, show empathy for the team's reaction, and create a space for them to voice their concerns. This builds trust and helps manage the team through the transition. Options B and C are dismissive, while D is an inappropriate delegation of a sensitive leadership task.

Question 3

Which of the following actions best demonstrates the principle of 'active listening' in a professional setting?

Accepted Answer

Paraphrasing what the speaker has said and asking clarifying questions to ensure understanding.

Answer

Active listening is more than just hearing; it's about deliberately engaging to ensure mutual understanding. Paraphrasing and asking clarifying questions are core techniques that confirm you have correctly interpreted the message, show the speaker they have been heard, and help gather more accurate information. While non-verbal cues (B) are part of it, they don't confirm understanding. Waiting to form a counter-argument (A) is the opposite of listening to understand, and over-sharing personal experiences (D) can shift the focus away from the speaker.

Question 4

You are leading a cross-departmental working group. One department's representative is very quiet and rarely contributes during meetings, yet you know they have valuable expertise. What is the most effective way to encourage their participation?

Accepted Answer

Speak to them privately before the next meeting, explain the specific area where their input would be valued, and ask if they would be comfortable sharing their thoughts.

Answer

This approach is respectful of the individual's communication style and needs. By speaking to them privately, you avoid putting them on the spot (A). You are clearly valuing their specific expertise and giving them advance notice, which allows them to prepare and feel more confident contributing. This aligns with the 'Communicating and Influencing' behaviour of respecting the needs and opinions of others. Ignoring them (C) or escalating (D) are counterproductive and fail to leverage the full expertise of the team.

Question 5

In the context of Civil Service Behaviours, what is the primary purpose of adapting your communication style to your audience?

Accepted Answer

To ensure your message is received, understood, and has the greatest possible impact.

Answer

The core of the 'Communicating and Influencing' competency is ensuring your message is effective. This means tailoring the language, channel, and level of detail to the specific audience to maximize understanding and impact. Whether speaking to a minister, a technical expert, or the public, the style must change to fit their needs and context. The other options represent poor communication practices.

(CSJT) Civil Service Judgment Test Practice Test

(CSJT) Civil Service Judgment Test Practice Test

CSJT Communicating and Influencing Others Questions and Answers 1