COURSE 3 - INTERPERSONAL SKILLS
COURSE - 3
INTERPERSONAL SKILLS
1.When you're speaking to someone face-to-face, which of the following elements is most influential?
The tone and pace at which you communicate
The non-verbal message of your body language
2. Which communication style is characterized by the following statements:
• "The new reimbursement policy saves the company a lot of money."
• "You put more work in up front, but you get your reimbursement quickly."
• "In five minutes, I can show you how to master the procedure."
3. What type of question should you use when you want to finalize an idea or need specific facts?
Increasing influence Mini Quiz
Question 1 of 3
Extra Chance
1. Which of the following is an example of an assertive statement?
"I can't take the guilt of refusing to work on the weekend."
"I don't hesitate to ask for help when I need it."
"I'm coming in late tomorrow because I don't like helping set up for team meetings."
"To gain people's respect, you must show them your strength."
2.What type of influence is based on your personality and depends on how you engage with people?
3. Which of the following behavior types best matches this statement: "If I don't like my manager's decision, I'll implement it very slowly"?
Resolving workplace conflict Mini Quiz
Question 1 of 3
Extra Chance
1. 1.Which of the following conflict response styles is most appropriate for a situation where you want to combine diverse views, but is too important for a simple trade-off?
2. 2.During the "Ask relevant questions" step of approaching conflicts, which of the following questions should you avoid when identifying aspects of the conflict?
3. Which of the following would provide the most helpful form of feedback?
Show What You Know
Question 1 of 10
0 Strikes
2 Lifelines
1. Kevin is attending a global workshop. In one of the sessions, a presenter discusses an interesting technique that he'd like the group to try. Eva, one of the participants, realizes that she has already tried this technique and it didn't work for her. She politely shares her concerns with the presenter and leaves the room to finish up an urgent task. As soon as she leaves the room, the other participants tune out of the presentation and begin to check their laptops. Later, Kevin tells Eva that he'd like to share some feedback about what happened in the morning.
How should Kevin start the feedback conversation?
2.Nicole's team is under significant time pressure to complete a project. The team has come up with two approaches, but can't agree on which approach should be used. Nicole knows that there are different ways to deal with conflict and has to choose a style to address this conflict within her team.
Which of the following conflict styles is best suited for Nicole's situation?
3. Jenna tends to use controlling and direct language in meetings. When she's on a team, she likes to take charge and wants to be measured on the results that are achieved. If you asked her, she would say that her favorite projects are those that are highly competitive and include some risk.
Which option best describes Jenna's communication style?
4. Anthony has just joined a new team and wants to be more assertive in this new job. During the team's first brainstorming session, Anthony wants to contribute his ideas without appearing aggressive or rude. During the meeting, Anthony focuses on his behavior, language, and feelings. Anthony makes sure that his behavior is confident, and he is direct and honest about his feelings.
Which option best describes the kind of language Anthony should use?
5. Parker was just been promoted as a manager. His new team is made up of eight motivated individuals. From the start, Parker sees that there are some challenging interactions getting in the way of productivity. Parker talks to his mentor, Marissa, who tells him that there is no one way to deal with these kinds of interactions. She gives him some pointers on what to do.
Which of the following best describes a productive way to deal with challenging interactions in this situation?
Be hard on the issue, not the person.
Use feedback to prevent problems from growing.
6. Christina notices that when she sends an email, she often gets a more positive response than when she talks to someone face-to-face, even if she uses the same words.
Which option is most important for Christina to focus on when she is having face-to-face conversations?
The non-verbal message of her body language
The tone and pace at which she communicates
All of these are equally important
7. Robert seems to always be in motion. He constantly looks for opportunities to work on projects where he can use his expertise and knowledge. He has an internal blog for the company and an external blog that customers frequently refer to for information. He often presents on his ideas at national and international conferences. While Robert can sometimes not be pleasant to work with, everyone agrees that he is an expert in his field.
Which option best describes the type of influence Robert has?
Both eminence and personal influence
Neither eminence nor personal influence
8. Ana has just joined your team. You notice that Ana rarely contributes to the group discussions and hardly ever says "no" when asked if she can take a task. When you ask her for her opinion, she just agrees with what the majority of the team says. From what you can see, Ana doesn't have much self-confidence and avoids all confrontation or doing anything that might disturb her relationship with the team.
Which option best describes Ana's behavior?
9. A new procedure for claiming your time has been put into effect and you don't understand it. When you email Juan for help, he responds with the following note:
"Don't worry, there's plenty of help on the new procedure. In fact, there's an online session next week to help people learn how to follow the new rules. I'll get you on the list for the session. I know this new procedure seems complicated, but anything that makes putting in our time smoother in the long run makes me happy and I'm sure it will make you happy too! Let me know if you need any more help."
Which option best describes Juan's communication style?
10. Marcia and James are working on a project together. Marcia is upset because James isn't doing his tasks, and this is delaying completion of the project. Worse, Marcia is afraid that when James does finish, his portions will have to be redone. Marcia decides to meet with James to discuss this.
How should Marcia approach this meeting to minimize conflict and maximize resolution?
She should ask why James is procrastinating.
She should identify specific issues.
She should point out that James is always late.
11. Lucas has an exciting new idea on how to increase attention for the new product that his team is developing. He wants to get feedback on his idea from his manager—not just on his idea, but on his approach as well.
Which option contains the best communication channels for Lucas to use in this situation?
Face-to-face, phone, email, and chat
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