RSC II-III Exam Questions With Verified Answers

RSC II-III Exam Questions With Verified Answers Joseph is listening to Brenda, his direct report, talk about her interactions with a difficult client, yesterday. Brenda says, "I know my customer wasn't happy with our product but he really took out his frustration on me. He assumed I was the reason for his discomfort and spent ten minutes berating me to my face with accusations, swearing, intimidating gestures and even threats to try to have me fired. It was terrible." How can Joseph respond to Brenda to practice effective communication? - answer* Lean in toward her and keep eye contact. * Ask clarifying questions to better understand what she thinks about how the situation went and how she feels about it. * Communicate compassion by saying something like, "I'm sorry this happened to you. Dealing with customers like this one is so hard and can be really upsetting." Why is listening important? - answer* It enables us to resolve differences, build trust, and create environments where creative ideas can flourish. *. It lessens and relieves interpersonal conflict. * It increases productivity as everyone understands their common mission in a similar way. * It helps people to feel valued and understood, which empowers them to bring their best to the job at hand. Select the three primary skills discussed in this course that will improve your ability to actively listen. - answer* Quiet the inside. * Quiet the outside. * Ask effective questions. Hilda is sharing client feedback with Johnny but he is having difficulty paying attention to what she is saying. He keeps thinking about the emails piling up that he needs to respond to. He's also a little frustrated that Hilda thinks she needs to tell him this because he knows he's not to blame. He's the best employee on the team, their A player! What barriers to listening does Johnny appear to be struggling with? - answerDistraction and selfishness True or false? Quieting your inside is more important than quieting your outside. - answerFalse True or false? The tone, pitch, and volume of your voice are important components of nonverbal communication. - answerTrue How does "open body language" look in practice? - answer* Arms at your side or relaxed in your lap *. Nodding head *. Appropriate eye contact For written communication, it is best to use language in the active voice instead of passive. Which of these examples is active? - answerJulia told me about the problem. Why is active listening better than interested listening? - answer* Active listening understands the meaning of the other person's message while interested listening assumes you've understood correctly. * Active listening listens for both intellectual and emotional understanding while interested listening may only understand one of these areas. True or false. In using persuasive communication to convince an audience to take action, it is important to present a list of standard, one-size-fits-all benefits that you tell everyone up front. - answerFalse Can you identify the benefits of healthy conflict? - answer* Change and growth * Stronger relationships * Increase innovation * Higher morale * People feel valued Walter and Evan are in a conflict. Walter is concerned about how possible solutions will improve customer experience while Evan wants only to decrease costs and increase the bottom line. Though they disagree, they each give the other person time to share their opinions. They are specific about their concerns; they listen to each other and discuss how each person's ideas can be incorporated into the final decision. After a long discussion, they come to a decision that each of them can get behind. What are some characteristics of Walter and Evan's healthy conflict management? - answer*Actively listened *Made sure the other person felt heard *Worked together for a win-win Complete the list of the five conflict styles. Avoiding, Compromising, Competing, _________, and __________. - answer*. Accommodating * Collaborating