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Test Steps to managing difficult conversations successfully
Agenda
QUESTION 1: What is the first and most crucial step in handling a difficult conversation according to the text?
Clear message preparation and emotion management
Confront directly with criticism
Avoiding the issue so as not to make the situation worse
Delegating the conversation to someone else
QUESTION 2: What approach is suggested instead of saying Your performance is poor?
Make jokes to lighten the mood
Repeat the complaint more firmly
Present specific, objective facts and examples
Threatening immediate consequences
QUESTION 3: What practice helps prevent the other person from becoming defensive?
Speak up to make the point
Active listening with empathy
Interrupt to correct mistakes
To start by blaming the interlocutor
QUESTION 4: What is an example of assertive communication recommended in the text?
Always say you are always late and waste our time
Apologizing for discomfort
Ignoring delays to avoid conflict
Using I-messages focusing on personal impact
QUESTION 5: What should a difficult conversation be oriented towards besides describing the problem?
Seeking solutions by engaging the other party
Emotional venting without agreements
Stockpile complaints for future meetings
Impose a unilateral decision
QUESTION 6: According to the text, when closing a difficult conversation, what is essential?
Ending quickly to avoid discomfort
Leaving agreements open for flexibility
Reiterate emotions felt
Summarizing agreements and aligning expectations with a plan
QUESTION 7: What strategic alternative is proposed if a salary increase is denied?
Threaten to resign immediately
Present achievements objectively and ask for re-evaluation
Expressing that it is unfair without argument
Blaming the boss for the decision
QUESTION 8: What is the effect of an empathetic response to an upset customer?
Increases hostility and conflict
Does not change the dynamic of the conversation
Disarm hostility and encourage cooperation
Makes the client feel guilty
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