RSC PROGRESSION II – III QUESTIONS AND 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.
- CORRECT ANSWER✅✅✅Ask 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? - CORRECT ANSWER✅✅✅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.
ALL ARE TRUE.
Select the three primary skills discussed in this lesson that will improve your ability to actively listen.
Select all that apply. - CORRECT ANSWER✅✅✅Ask 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. - CORRECT
ANSWER✅✅✅Distraction. Selfishness.
True or False. Quieting your inside is more important than quieting your outside. - CORRECT
ANSWER✅✅✅FALSE
,True or False. The tone, pitch, and volume of your voice are important components of nonverbal
communication. - CORRECT ANSWER✅✅✅TRUE
How does "open body language" look in practice? Select all that apply. - CORRECT
ANSWER✅✅✅Arms 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? - CORRECT ANSWER✅✅✅Julia told me about the problem.
Why is active listening better than interested listening? Select all that apply. - CORRECT
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. - CORRECT
ANSWER✅✅✅FALSE
What are the benefits of promoting healthy conflict? - CORRECT ANSWER✅✅✅All 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. - CORRECT ANSWER✅✅✅Active listening.
, Working together for a win-win.
Making sure the other person feels heard.
The five conflict styles are Avoiding, Compromising, Competing, _________ and __________. - CORRECT
ANSWER✅✅✅Accommodating. Collaborating
The first action in proactively promoting healthy conflict is to establish _________. - CORRECT
ANSWER✅✅✅Expectations
Which of the following is not an action used in proactively promoting healthy conflict? - CORRECT
ANSWER✅✅✅Giving it some time to blow over.
The essential ingredient in bad conflict management is confusing your _______ with your _________. -
CORRECT ANSWER✅✅✅Role/identity
True or False. The end result of conflict is to bring everyone to a place where they can agree. - CORRECT
ANSWER✅✅✅FALSE
True or False. It is OK to blame other people only when the blame is well-founded and will lead to
corrective action. - CORRECT ANSWER✅✅✅FALSE
Yes or No. Brenda just had a very upsetting conversation with Silas. She feels disrespected, angry, and
betrayed. She wants to take a walk for a bit to clear her head. Would this be a good idea? - CORRECT
ANSWER✅✅✅YES
True or False. In beginning a conversation to resolve a conflict, it can be helpful to focus on the things
you already agree on. - CORRECT ANSWER✅✅✅TRUE
Your strengths are a combination of ___. Select all that apply. - CORRECT ANSWER✅✅✅Skills,
Talents, Experiences.
True or False. You can develop new talents (natural aptitudes). - CORRECT ANSWER✅✅✅FALSE
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.
- CORRECT ANSWER✅✅✅Ask 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? - CORRECT ANSWER✅✅✅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.
ALL ARE TRUE.
Select the three primary skills discussed in this lesson that will improve your ability to actively listen.
Select all that apply. - CORRECT ANSWER✅✅✅Ask 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. - CORRECT
ANSWER✅✅✅Distraction. Selfishness.
True or False. Quieting your inside is more important than quieting your outside. - CORRECT
ANSWER✅✅✅FALSE
,True or False. The tone, pitch, and volume of your voice are important components of nonverbal
communication. - CORRECT ANSWER✅✅✅TRUE
How does "open body language" look in practice? Select all that apply. - CORRECT
ANSWER✅✅✅Arms 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? - CORRECT ANSWER✅✅✅Julia told me about the problem.
Why is active listening better than interested listening? Select all that apply. - CORRECT
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. - CORRECT
ANSWER✅✅✅FALSE
What are the benefits of promoting healthy conflict? - CORRECT ANSWER✅✅✅All 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. - CORRECT ANSWER✅✅✅Active listening.
, Working together for a win-win.
Making sure the other person feels heard.
The five conflict styles are Avoiding, Compromising, Competing, _________ and __________. - CORRECT
ANSWER✅✅✅Accommodating. Collaborating
The first action in proactively promoting healthy conflict is to establish _________. - CORRECT
ANSWER✅✅✅Expectations
Which of the following is not an action used in proactively promoting healthy conflict? - CORRECT
ANSWER✅✅✅Giving it some time to blow over.
The essential ingredient in bad conflict management is confusing your _______ with your _________. -
CORRECT ANSWER✅✅✅Role/identity
True or False. The end result of conflict is to bring everyone to a place where they can agree. - CORRECT
ANSWER✅✅✅FALSE
True or False. It is OK to blame other people only when the blame is well-founded and will lead to
corrective action. - CORRECT ANSWER✅✅✅FALSE
Yes or No. Brenda just had a very upsetting conversation with Silas. She feels disrespected, angry, and
betrayed. She wants to take a walk for a bit to clear her head. Would this be a good idea? - CORRECT
ANSWER✅✅✅YES
True or False. In beginning a conversation to resolve a conflict, it can be helpful to focus on the things
you already agree on. - CORRECT ANSWER✅✅✅TRUE
Your strengths are a combination of ___. Select all that apply. - CORRECT ANSWER✅✅✅Skills,
Talents, Experiences.
True or False. You can develop new talents (natural aptitudes). - CORRECT ANSWER✅✅✅FALSE
