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Communication & Stakeholder Management Flashcards

7 cards from real CSM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Communication & Stakeholder Management flashcards as text

  1. Which of the following BEST defines 'stakeholder mapping'?

    Answer: Identifying and categorizing stakeholders based on influence, interest, and impact

    Stakeholder mapping is the process of identifying all relevant parties and categorizing them to prioritize engagement strategies.

  2. During a crisis, which communication principle is MOST critical?

    Answer: Communicate early, frequently, and with transparency even if information is incomplete

    In a crisis, early and transparent communication—even when all facts aren't known—builds trust and prevents misinformation from filling the vacuum.

  3. What is the purpose of a RACI matrix in stakeholder and communication management?

    Answer: To clarify roles as Responsible, Accountable, Consulted, and Informed for each task

    A RACI matrix defines who is Responsible, Accountable, Consulted, and Informed for each decision or deliverable, reducing ambiguity.

  4. A strategic manager notices that written communications between departments are frequently misunderstood. The BEST long-term remedy is to:

    Answer: Develop shared glossaries and communication standards across departments

    Shared glossaries and communication standards address the root cause of misunderstanding—inconsistent terminology and format.

  5. Nonverbal communication accounts for what proportion of interpersonal communication impact, according to Mehrabian's research?

    Answer: Both body language and tone together account for 93%

    Mehrabian's research found that 55% of impact comes from body language and 38% from tone of voice, totaling 93% nonverbal, with only 7% from words.

  6. Which stakeholder group typically requires the MOST formal and structured communication approach?

    Answer: External regulators and board of directors

    External regulators and board members require formal, structured, and documented communications due to legal obligations and governance standards.

  7. A strategic initiative fails partly because field managers were never consulted during planning. This illustrates a failure in which stakeholder management step?

    Answer: Stakeholder engagement planning

    Stakeholder engagement planning defines who should be consulted and when; failure to include field managers in planning reflects a gap in this step.