Communication Skills & Ethics Flashcards

During a discovery interview, a client executive gives a vague answer about budget constraints. What is the most effective consultant response?

Answer: Ask an open-ended probing question such as 'What factors are shaping the budget this year?'

Open-ended probing questions draw out detail without leading or assuming the answer.

Which listening technique involves restating the client's message in your own words to confirm understanding?

Answer: Paraphrasing

Paraphrasing restates the speaker's content in new words to check accuracy of understanding.

A consultant learns that a close relative owns a vendor being evaluated in the client's RFP. What is the most appropriate action?

Answer: Disclose the relationship to the client promptly and offer to recuse from the evaluation

Conflicts of interest must be disclosed promptly so the client can decide how to proceed, often with recusal.

When delivering a final report to a senior executive audience, which structure is generally most effective?

Answer: Key conclusion and recommendation first, followed by supporting evidence

Executives prefer the bottom line up front, with evidence supporting the recommendation afterward.

A client asks a consultant to alter survey results so a favored initiative looks more popular. What should the consultant do?

Answer: Decline, explain the ethical and professional risks, and offer accurate alternative framing

Consultants must maintain integrity and objectivity, refusing to misrepresent findings while helping the client communicate accurately.

Which of the following is an example of nonverbal communication that typically signals active engagement in a Western business setting?

Answer: Maintaining appropriate eye contact and nodding

Appropriate eye contact and nodding signal attention and interest in most US business contexts.

A consultant discovers mid-engagement that the agreed scope will not solve the client's real problem. What is the best ethical course?

Answer: Raise the concern with the client, explain the gap, and discuss options for adjusting scope

Consultants owe clients candid advice, including telling them when the agreed scope will not meet their objectives.