Communication Skills & Ethics Flashcards

A consultant's firm offers a bonus for selling follow-on work, and the consultant is tempted to recommend an unnecessary second phase. What does professional ethics require?

Answer: Recommend only work that genuinely serves the client's interests

Consultants must place the client's legitimate interests ahead of their own financial incentives.

Which technique best helps a facilitator reach consensus in a group with conflicting priorities?

Answer: Clarify shared objectives, surface interests behind positions, and evaluate options against agreed criteria

Focusing on interests and shared criteria helps groups move from entrenched positions toward agreement.

In the context of client communication, what is 'empathic listening'?

Answer: Listening to understand the client's feelings and perspective as well as their words

Empathic listening seeks to understand both the content and the emotional perspective of the speaker.

A consultant notices a client employee engaging in what appears to be fraudulent billing. What is the most appropriate first action?

Answer: Document the observation and report it through the appropriate channel defined in the engagement or to the client's designated authority

Suspected misconduct should be documented and escalated through proper, confidential channels rather than ignored or handled publicly.

Which is the most effective way to confirm agreements reached in a client meeting?

Answer: Send written meeting notes summarizing decisions, owners, and deadlines shortly after the meeting

Prompt written summaries create a shared record of decisions and accountability.

Which fee practice is generally considered ethically problematic for an independent consultant?

Answer: Accepting an undisclosed referral commission from a vendor the consultant recommends to the client

Undisclosed vendor commissions create a hidden conflict of interest that compromises objectivity.

When working with a client whose culture favors indirect communication, what should a US-based consultant do?

Answer: Adapt by reading context, using softer phrasing, and confirming understanding through private follow-ups

Cross-cultural competence means adapting style to the client's norms while still ensuring the message is understood.