CSJT Communicating and Influencing Others 3 — Questions and Answers
Question 1: You are leading a cross-departmental meeting and two attendees begin arguing. What should you do?
- Let them resolve it themselves to avoid appearing biased
- Intervene calmly, acknowledge both viewpoints, and redirect to the agenda (Correct answer)
- Side with the person who has the higher rank
- End the meeting immediately and reschedule
Correct answer: Intervene calmly, acknowledge both viewpoints, and redirect to the agenda
A skilled facilitator de-escalates conflict neutrally and keeps the group focused on its objectives.
Question 2: Which of the following best demonstrates active listening in a professional setting?
- Formulating your response while the other person is still speaking
- Paraphrasing what the speaker said to confirm understanding before responding (Correct answer)
- Nodding repeatedly without engaging with the content
- Keeping eye contact while checking email on your phone
Correct answer: Paraphrasing what the speaker said to confirm understanding before responding
Paraphrasing demonstrates that you have processed the speaker's message and invites correction if you misunderstood.
Question 3: Your supervisor gives you feedback you believe is incorrect. How should you handle it?
- Dismiss the feedback privately and continue as before
- Respectfully ask clarifying questions and share your perspective with supporting evidence (Correct answer)
- Accept it without question to avoid conflict
- Immediately complain to HR about unfair treatment
Correct answer: Respectfully ask clarifying questions and share your perspective with supporting evidence
Asking clarifying questions and presenting your perspective professionally opens a productive dialogue without damaging the relationship.
Question 4: When communicating a complex technical issue to a non-technical audience, the best approach is to:
- Use technical terminology to appear authoritative
- Use analogies and plain language focused on impact rather than process (Correct answer)
- Keep the message very brief to avoid confusion
- Ask a technical colleague to speak in your place
Correct answer: Use analogies and plain language focused on impact rather than process
Translating complexity into relatable language and focusing on impact makes technical information accessible to non-expert audiences.
Question 5: A coworker comes to you with a complaint about a third colleague. What is the most appropriate response?
- Immediately share the complaint with the third colleague
- Listen empathetically, encourage them to address it directly, and suggest official channels if needed (Correct answer)
- Agree with everything they say to show support
- Dismiss the concern and tell them to focus on their work
Correct answer: Listen empathetically, encourage them to address it directly, and suggest official channels if needed
Listening empathetically while guiding the person toward constructive resolution respects all parties involved.
Question 6: You need buy-in from a skeptical colleague on a joint project. Which strategy is most effective?
- Go around them and get approval from their supervisor instead
- Find common ground by aligning the project with their existing goals and concerns (Correct answer)
- Pressure them with deadlines until they agree
- Assign their tasks to someone else to avoid further friction
Correct answer: Find common ground by aligning the project with their existing goals and concerns
Connecting your initiative to the colleague's own priorities makes cooperation feel mutually beneficial rather than imposed.
Question 7: Which written communication practice most improves clarity in government memos?
- Using passive voice throughout to sound neutral
- Using bullet points, plain language, and a clear subject line (Correct answer)
- Writing long paragraphs to provide thorough context
- Avoiding headers to keep the document looking professional
Correct answer: Using bullet points, plain language, and a clear subject line
Plain language, logical structure, and clear subject lines reduce cognitive load and help readers locate key information quickly.
CSJT Communicating and Influencing Others 3
You are leading a cross-departmental meeting and two attendees begin arguing.
What should you do?