RBC Communication and Interpersonal Skills 2 — Questions and Answers
Question 1: A client calls to inquire about a banking service they don't fully understand. The most appropriate response is to:
- Redirect them to the bank's website for information
- Provide a clear, concise explanation tailored to their level of understanding (Correct answer)
- Tell them the information is confidential
- Put them on hold while you research the service
Correct answer: Provide a clear, concise explanation tailored to their level of understanding
Providing a clear, tailored explanation directly addresses the client's need and builds trust in your competence.
Question 2: Which of the following is an example of non-verbal communication that can impact a client interaction?
- The words you choose when explaining a product
- Maintaining eye contact and an open posture during a meeting (Correct answer)
- Sending a follow-up email after an appointment
- Using a formal tone in written communications
Correct answer: Maintaining eye contact and an open posture during a meeting
Eye contact and open posture are non-verbal signals that convey confidence, engagement, and trustworthiness.
Question 3: When a client asks a question you cannot immediately answer, the best approach is to:
- Provide your best guess to avoid seeming unknowledgeable
- Tell the client you will find out and follow up promptly (Correct answer)
- Ask the client to call back when you have time to research
- Dismiss the question as outside your area of responsibility
Correct answer: Tell the client you will find out and follow up promptly
Committing to find the answer and following up promptly demonstrates reliability and respect for the client.
Question 4: Constructive feedback to a colleague should be:
- Vague to avoid hurting their feelings
- Delivered publicly to reinforce the lesson for the entire team
- Specific, focused on behavior, and delivered privately (Correct answer)
- Postponed until the annual performance review
Correct answer: Specific, focused on behavior, and delivered privately
Specific, behavior-focused feedback delivered privately is more effective and maintains the colleague's dignity.
Question 5: In professional written communication such as client emails, which practice is most important?
- Using casual language to appear approachable
- Keeping messages clear, concise, and free of errors (Correct answer)
- Including as much detail as possible regardless of length
- Avoiding bullet points to maintain a formal tone
Correct answer: Keeping messages clear, concise, and free of errors
Clear, concise, error-free writing ensures your message is understood and reflects professional competence.
Question 6: When a conflict arises between two team members, a professional approach involves:
- Taking sides with the colleague whose position you agree with
- Ignoring the conflict until it resolves on its own
- Facilitating open dialogue where both parties can express their perspectives (Correct answer)
- Reporting the conflict to HR immediately without attempting resolution
Correct answer: Facilitating open dialogue where both parties can express their perspectives
Facilitating open dialogue allows both parties to be heard and often leads to a mutually agreeable resolution.
Question 7: Which of the following best demonstrates empathy in a client interaction?
- Telling the client you understand their frustration without listening to the details
- Acknowledging the client's feelings and showing genuine concern for their situation (Correct answer)
- Moving quickly past emotional concerns to focus on practical solutions
- Assuring the client that their concerns are minor compared to others you have seen
Correct answer: Acknowledging the client's feelings and showing genuine concern for their situation
Genuine empathy involves acknowledging feelings and showing real concern, which builds rapport and trust with the client.
RBC Communication and Interpersonal Skills 2
A client calls to inquire about a banking service they don't fully understand.
The most appropriate response is to: