Communication & Stakeholder Engagement Flashcards

A performance specialist must report a missed quarterly target to executives. Which opening is most effective?

Answer: The result, its business impact, and the proposed corrective action

Executives need the outcome, impact, and next step first, with detail available on request.

Which tool best clarifies who is Responsible, Accountable, Consulted, and Informed on a performance initiative?

Answer: RACI matrix

A RACI matrix assigns clear roles for each task or decision.

A stakeholder has high interest but low power over a project. What is the usual engagement approach?

Answer: Keep informed

In the power/interest grid, high interest and low power calls for regular updates.

During a review meeting, a manager becomes defensive about low metrics. What is the best response?

Answer: Acknowledge their concern and refocus on shared goals and facts

Acknowledging emotion and returning to shared objectives de-escalates without abandoning facts.

Which communication channel is most appropriate for delivering sensitive negative performance feedback?

Answer: Private face-to-face or video conversation

Sensitive feedback needs a private, two-way channel so tone and response can be managed.

What is the main purpose of a communication plan in a performance program?

Answer: To define audiences, messages, timing, and channels

A communication plan specifies who gets what information, when, and how.

Active listening includes which behavior?

Answer: Paraphrasing what you heard to confirm understanding

Paraphrasing confirms understanding and shows the speaker they were heard.