RBC Communication and Interpersonal Skills

Question 1

When a client is upset about an unexpected bank fee, what is the most effective first step in addressing their concern?

Accepted Answer

Listen actively to understand the client's concern before responding

Answer

Active listening allows you to fully understand the client's issue before formulating an appropriate response.

Question 2

Which of the following best describes 'active listening' in a professional banking environment?

Accepted Answer

Giving full attention, acknowledging, and asking clarifying questions

Answer

Active listening involves full attention, acknowledgment of the speaker's message, and clarifying questions to ensure understanding.

Question 3

A colleague sends you an email with unclear instructions for a client task. What is the best course of action?

Accepted Answer

Reply to the email asking specific clarifying questions

Answer

Asking specific clarifying questions ensures accuracy and prevents errors caused by misunderstanding.

Question 4

When presenting financial information to a client who has limited banking knowledge, you should:

Accepted Answer

Simplify the language and check for understanding throughout

Answer

Adapting your communication style by simplifying language and checking comprehension ensures the client truly understands the information.

Question 5

During a team meeting, a colleague presents an idea you believe has flaws. How should you respond?

Accepted Answer

After they finish, ask questions and share your perspective respectfully

Answer

Waiting for the colleague to finish and respectfully sharing your perspective encourages open dialogue while showing professional courtesy.

RBC - Online Assessment Practice Test