Final test & Certificate

Choose the best answer for each question.

To pass: at least 8 of 10 correct.

1. Question 1. When is a communication considered complete?

   AWhen the sender has finished saying what they wanted to sayBWhen the receiver correctly understands what the sender meantCWhen both parties have met face to face

2. Question 2. By the foundational principle, who is responsible for the message being understood?

   AThe receiverBThe senderCBoth equally, 50-50

3. Question 3. Messaging 'need this urgently' without stating a deadline is which type of noise?

   APhysical noiseBLanguage noiseCEmotional noise

4. Question 4. What does listening at 'level 1 — internal listening' mean?

   AHearing emotion and what isn't being saidBListening for your turn to speak, rehearsing your replyCListening and taking full notes

5. Question 5. What is paraphrasing used for?

   ATo prove you have a good memoryBTo verify that you've correctly understood the speakerCTo make the conversation last longer

6. Question 6. Why leave about three seconds of silence after the other person finishes?

   ATo appear seriousBBecause people often say the most important thing in that pauseCTo get time to write a message

7. Question 7. What does the PREP structure stand for?

   APoint – Reason – Example – PointBPrepare – Read – Explain – PracticeCProblem – Result – Effort – Plan

8. Question 8. What are the three components of the SBI feedback model?

   ASituation – Behavior – ImpactBStart – Build – ImproveCSee – Believe – Improve

9. Question 9. Which is a correct SBI-style piece of feedback?

   A'You've been really irresponsible lately.'B'In Tuesday morning's meeting you arrived 15 minutes late without the quote, and the client had to wait.'C'You're always late.'

10. Question 10. In a difficult conversation, why use 'I' statements instead of 'You' statements?

    ABecause they're grammatically more politeBBecause 'I' statements describe impact rather than accuse, reducing defensivenessCBecause 'You' statements are too long