RBC Communication and Interpersonal Skills 2

Question 1

A client calls to inquire about a banking service they don't fully understand. The most appropriate response is to:

Accepted Answer

Provide a clear, concise explanation tailored to their level of understanding

Answer

Redirect them to the bank's website for information

Answer

Tell them the information is confidential

Answer

Put them on hold while you research the service

Question 2

Which of the following is an example of non-verbal communication that can impact a client interaction?

Accepted Answer

Maintaining eye contact and an open posture during a meeting

Answer

The words you choose when explaining a product

Answer

Sending a follow-up email after an appointment

Answer

Using a formal tone in written communications

Question 3

When a client asks a question you cannot immediately answer, the best approach is to:

Accepted Answer

Tell the client you will find out and follow up promptly

Answer

Provide your best guess to avoid seeming unknowledgeable

Answer

Ask the client to call back when you have time to research

Answer

Dismiss the question as outside your area of responsibility

Question 4

Constructive feedback to a colleague should be:

Accepted Answer

Specific, focused on behavior, and delivered privately

Answer

Vague to avoid hurting their feelings

Answer

Delivered publicly to reinforce the lesson for the entire team

Answer

Postponed until the annual performance review

Question 5

In professional written communication such as client emails, which practice is most important?

Accepted Answer

Keeping messages clear, concise, and free of errors

Answer

Using casual language to appear approachable

Answer

Including as much detail as possible regardless of length

Answer

Avoiding bullet points to maintain a formal tone

Question 6

When a conflict arises between two team members, a professional approach involves:

Accepted Answer

Facilitating open dialogue where both parties can express their perspectives

Answer

Taking sides with the colleague whose position you agree with

Answer

Ignoring the conflict until it resolves on its own

Answer

Reporting the conflict to HR immediately without attempting resolution

Question 7

Which of the following best demonstrates empathy in a client interaction?

Accepted Answer

Acknowledging the client's feelings and showing genuine concern for their situation

Answer

Telling the client you understand their frustration without listening to the details

Answer

Moving quickly past emotional concerns to focus on practical solutions

Answer

Assuring the client that their concerns are minor compared to others you have seen