CSJT Interpersonal & Communication Skills 2 — Questions and Answers
Question 1: A colleague sends you an email with a harsh criticism of your recent report. What is the most professional response?
- Reply immediately defending every point
- Request a meeting to discuss the feedback calmly and constructively (Correct answer)
- Forward the email to your supervisor without responding
- Ignore the email entirely
Correct answer: Request a meeting to discuss the feedback calmly and constructively
Requesting a calm discussion allows you to address concerns professionally and preserve the working relationship.
Question 2: During a team meeting, a quieter coworker appears to have something to say but hasn't spoken up. What should you do?
- Continue the meeting without interruption
- Directly invite them to share their thoughts (Correct answer)
- Ask everyone to write ideas on paper instead
- End the meeting and follow up later
Correct answer: Directly invite them to share their thoughts
Actively inviting participation ensures all voices are heard and promotes inclusive communication.
Question 3: A coworker repeatedly interrupts you during presentations. The best approach is to:
- Interrupt them back during their next presentation
- Address it privately after the meeting using 'I' statements (Correct answer)
- Complain loudly in front of the team
- Stop giving presentations altogether
Correct answer: Address it privately after the meeting using 'I' statements
Addressing the behavior privately with 'I' statements focuses on the impact without causing public embarrassment.
Question 4: You receive conflicting instructions from two supervisors. The best course of action is to:
- Follow whichever instruction came first
- Ignore both until they agree
- Clarify the conflict with both supervisors together or seek a hierarchy decision (Correct answer)
- Choose the easiest instruction to follow
Correct answer: Clarify the conflict with both supervisors together or seek a hierarchy decision
Escalating the conflict directly resolves ambiguity and ensures you act with proper authorization.
Question 5: A citizen at the front counter is speaking very loudly and appears frustrated. Your first step should be to:
- Match their volume to assert authority
- Ask them to lower their voice or you will end the interaction
- Speak calmly, acknowledge their frustration, and ask open-ended questions (Correct answer)
- Transfer them to a supervisor immediately
Correct answer: Speak calmly, acknowledge their frustration, and ask open-ended questions
De-escalation begins with calm acknowledgment of emotions, which helps lower the person's agitation.
Question 6: When leaving a voicemail for a colleague about a complex issue, you should:
- Provide every detail so no follow-up is needed
- State your name, number, and a brief summary of the topic, requesting a callback (Correct answer)
- Simply say 'call me back' without context
- Send a text instead and skip the voicemail
Correct answer: State your name, number, and a brief summary of the topic, requesting a callback
A concise voicemail with context lets the recipient prepare for the conversation before calling back.
Question 7: Your unit is implementing a new procedure you believe is flawed. The best action is to:
- Refuse to follow the procedure until it is changed
- Follow it while documenting your concerns and raising them through proper channels (Correct answer)
- Convince coworkers to ignore the procedure
- Implement your own modified version without informing management
Correct answer: Follow it while documenting your concerns and raising them through proper channels
Complying while using formal channels to voice concerns demonstrates professionalism and respect for process.
CSJT Interpersonal & Communication Skills 2
A colleague sends you an email with a harsh criticism of your recent report.
What is the most professional response?