Communication Skills & Ethics Flashcards
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Read the first 7 Communication Skills & Ethics flashcards as text
A consultant is asked to provide services outside their area of expertise. What is the ethically appropriate response?
Answer: Disclose the limitation and either decline, refer, or bring in qualified support
Professional ethics require consultants to work within their competence or transparently arrange qualified help.
What does 'closed-ended question' mean in a client interview?
Answer: A question that can be answered with a short, specific response such as yes, no, or a number
Closed-ended questions elicit brief, specific answers and are useful for confirming facts.
A project sponsor asks the consultant to withhold negative findings from the board. Which principle is most at stake?
Answer: Honesty and objectivity in reporting
Suppressing material findings violates the consultant's duty to report honestly and objectively.
Which is the best way to handle a difficult question during a presentation when you do not know the answer?
Answer: Acknowledge you don't know, and commit to follow up with an accurate answer by a specific time
Admitting uncertainty and committing to a timely follow-up preserves trust and credibility.
When writing an email to a client about a project delay, which approach is most professional?
Answer: State the delay clearly upfront, explain the cause, the impact, and the recovery plan
Clear, prompt communication of problems with a recovery plan maintains trust and allows the client to respond.
A former client's competitor asks a consultant to use insights gained from the former client's confidential strategy. What should the consultant do?
Answer: Decline to use or disclose the confidential information, as confidentiality obligations continue after an engagement ends
Confidentiality duties typically survive the end of an engagement and prohibit using a former client's proprietary information.
Which communication barrier occurs when a listener interprets a message through their own assumptions and biases?
Answer: Perceptual or psychological filtering
Perceptual filters cause listeners to interpret messages through personal assumptions, distorting meaning.
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