RSC PROGRESSION II – III Exam Questions With Verified Answers

RSC PROGRESSION II – III Exam Questions With Verified Answers Joseph is listening to his direct report Brenda talk about her interactions with a difficult client yesterday. Brenda: "I know that my customer wasn't happy about his product, but he really took his frustration out on me. He assumed I was the reason for his discomfort and spent 10 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? Select all that apply. - answerAsk clarifying questions to better understand what she thinks about how the situation went and how she feels about it. Lean in toward her and keep eye contact. 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? - answerIt 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. ALL ARE TRUE. Select the three primary skills discussed in this lesson that will improve your ability to actively listen. Select all that apply. - answerAsk effective questions. Quiet the outside. Quiet the inside. Hilda is sharing important client feedback to her co-worker Johnny but Johnny is having a hard time listening to and understanding what Hilda is sharing. He keeps thinking about all of the emails piling up in his inbox 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 do you think Johnny is struggling with? Select all that apply. - answerDistraction. 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? Select all that apply. - answerArms at your side or relaxed in your lap. Nodding head. Appropriate eye contact. For written communication, it is best to use active language instead of passive. Which of these examples is active? - answerJulia told me about the problem. Why is active listening better than interested listening? Select all that apply. - answerActive 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 What are the benefits of promoting healthy conflict? - answerAll are benefits of promoting healthy conflict. Change and growth. Stronger relationships. Increased innovation. Higher morale. Walter and Evan are in the midst of a conflict. Walter is concerned about how possible solutions can be used to improve the 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 express their opinions. They are specific about their concerns, they listen to each other, and they discuss how each person's ideas could 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 process? Select all that apply. - answerActive listening. Working together for a win-win. Making sure the other person feels heard. The five conflict styles are Avoiding, Compromising, Competing, _________ and __________. - answerAccommodating. Collaborating