Communication & Interpersonal Skills Flashcards

Which communication channel is MOST appropriate for delivering sensitive personnel feedback to a team member?

Answer: A private, face-to-face or video conversation

Sensitive feedback requires privacy and the ability to read emotional responses, making a direct one-on-one conversation the most appropriate channel.

What does 'active listening' require a listener to do that distinguishes it from ordinary listening?

Answer: Engage fully by attending to verbal and nonverbal cues and responding thoughtfully

Active listening demands full cognitive and empathic engagement—processing both content and emotional subtext—rather than passive reception or internal rebuttal preparation.

A marketing officer receives pushback on a proposed strategy from a peer manager. Which response BEST demonstrates collaborative communication?

Answer: Acknowledge their concern, ask clarifying questions, and explore a joint solution

Acknowledging concerns and jointly problem-solving transforms disagreement into a collaborative opportunity that strengthens both the strategy and the relationship.

In a marketing context, what is the purpose of a 'call to action' (CTA) from a communication standpoint?

Answer: To tell the audience exactly what the marketer wants them to do next

A CTA applies directive communication principles by giving the audience a clear, specific next step that moves them through the conversion funnel.

When adapting a message for different audience segments, what communication principle is MOST important?

Answer: Tailoring language, tone, and content to match each segment's needs and context

Audience-centered communication requires adapting language and tone to match the values, knowledge level, and motivations of each specific segment.

Which of the following BEST illustrates the 'grapevine' communication network in a marketing organization?

Answer: Informal peer-to-peer rumor sharing that bypasses official channels

The grapevine refers to informal, unofficial communication networks through which information—accurate or not—spreads laterally among employees.

A marketing officer wants to build rapport with a new agency partner. Which strategy is MOST effective in early relationship communication?

Answer: Demonstrating genuine interest in the agency's expertise and past work

Expressing sincere curiosity about a partner's capabilities signals respect and openness, which accelerates trust-building in new professional relationships.