CSJT Communicating and Influencing Others 2 — Questions and Answers
Question 1: A colleague consistently interrupts you during team meetings. What is the most professional way to address this pattern?
- Speak to them privately after a meeting and calmly explain the impact of the interruptions (Correct answer)
- Interrupt them back during future meetings to demonstrate how it feels
- Report them to your supervisor immediately without speaking to them first
- Stop contributing to meetings to avoid future interruptions
Correct answer: Speak to them privately after a meeting and calmly explain the impact of the interruptions
Addressing the behavior privately and calmly is the most professional approach and gives the colleague a chance to correct it without embarrassment.
Question 2: You need to persuade senior leadership to approve a new initiative. Which approach is most effective?
- Send a lengthy email detailing every aspect of the plan
- Present clear data on benefits, costs, and risks tailored to their priorities (Correct answer)
- Ask a popular colleague to advocate for the initiative on your behalf
- Submit the proposal without context and wait for a response
Correct answer: Present clear data on benefits, costs, and risks tailored to their priorities
Tailoring your pitch to the audience's priorities with supporting data is the most persuasive approach for senior stakeholders.
Question 3: During a presentation, an audience member asks a question you cannot answer. What should you do?
- Make a plausible guess to maintain credibility
- Acknowledge you don't know and commit to finding and sharing the answer later (Correct answer)
- Redirect the question to another topic without acknowledging it
- Tell the person the question is outside the scope of the presentation
Correct answer: Acknowledge you don't know and commit to finding and sharing the answer later
Admitting uncertainty and committing to follow up is honest and maintains long-term credibility.
Question 4: A team member from another department seems resistant to a process change you are leading. What is the best first step?
- Escalate to their manager to force compliance
- Listen to their concerns to understand the source of their resistance (Correct answer)
- Proceed with the change and ignore their objections
- Delay the change indefinitely until everyone agrees
Correct answer: Listen to their concerns to understand the source of their resistance
Understanding the root of resistance is essential before attempting to address it or move forward.
Question 5: Which communication style is most appropriate when delivering critical feedback to a subordinate?
- Vague and indirect to avoid conflict
- Specific, behavioral, and focused on impact rather than personality (Correct answer)
- Delivered in front of the team to reinforce standards
- Sent via written memo to create a paper trail
Correct answer: Specific, behavioral, and focused on impact rather than personality
Effective feedback is specific, focuses on behaviors and their impact, and is delivered respectfully and privately.
Question 6: You are drafting a memo to staff announcing a policy change that may be unpopular. Which element is most important to include?
- A justification for the change that explains the reasoning behind it (Correct answer)
- An apology for the inconvenience the change will cause
- A list of consequences for non-compliance
- Testimonials from employees who support the change
Correct answer: A justification for the change that explains the reasoning behind it
Explaining the reasoning behind a policy change helps staff understand its purpose and increases acceptance.
Question 7: A stakeholder misunderstands the scope of your project and expects deliverables you never agreed to. What is the best response?
- Deliver the extra work to avoid damaging the relationship
- Refer them to the original written agreement and clarify scope expectations (Correct answer)
- Tell them it is their fault for misunderstanding
- Ignore the issue and hope they forget about it
Correct answer: Refer them to the original written agreement and clarify scope expectations
Referring to documented agreements professionally clarifies scope without assigning blame and protects all parties.
CSJT Communicating and Influencing Others 2
A colleague consistently interrupts you during team meetings.
What is the most professional way to address this pattern?