Communication Skills & Ethics Flashcards

A client stakeholder becomes visibly angry during a workshop over a proposed reorganization. What is the best first step?

Answer: Acknowledge the emotion and invite the stakeholder to share specific concerns

Acknowledging emotions de-escalates conflict and surfaces the underlying concerns that need to be addressed.

Which practice best protects client confidentiality when a consultant works with multiple clients in the same industry?

Answer: Sharing anonymized benchmarks only with written client consent and per agreed terms

Confidential information should only be used in ways the client has authorized, such as consented anonymized benchmarking.

What is the primary purpose of a written engagement letter or statement of work?

Answer: To document scope, deliverables, fees, timelines, and responsibilities so expectations are clear

An engagement letter sets clear, mutually agreed expectations and reduces misunderstandings.

A consultant is presenting to a mixed audience of technical staff and executives. What is the most effective approach?

Answer: Tailor the core message to executives and provide technical detail in backup material

Audience analysis means leading with a message all can follow while keeping technical depth available for those who need it.

Which statement best describes 'informed consent' in a consulting context such as employee interviews?

Answer: Participants are told the purpose, how information will be used, and that participation is voluntary

Informed consent requires that participants understand the purpose, use of data, and voluntary nature before participating.

A consultant receives an expensive gift from a client employee who is lobbying for a particular recommendation. What should the consultant do?

Answer: Decline or report the gift per firm and client policy because it could compromise objectivity

Gifts that could influence or appear to influence judgment threaten objectivity and should be declined or disclosed per policy.

Which feedback approach is most effective when telling a client team their process has weaknesses?

Answer: Focus on specific, observable behaviors and their impact, then suggest improvements

Specific, behavior-based feedback linked to impact and solutions is more actionable and less defensive-provoking.