Developing Interpersonal Skills Coursera Quiz Answers

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Week 1: Developing Interpersonal Skills Coursera Quiz Answers

Quiz 1: Practice Quiz: Explain the new travel reimbursement policy

S​uppose your company is implementing a new system for filing reimbursements for travel expenses. As the manager, you wish to get your team on board and familiar with the new process.

Below are four approaches in which you attempt to get your teammates onboard with the new system. Knowing that each of the four team members has a different communication style, you tailor your approach depending on who you are speaking to.

F​or each approach, identify which communication style it is best suited for.

Q1. Approach 1

There’s a great new way to file for reimbursements.

It might drive you crazy, but you’ll love how quickly you get your money back.

It’s always fun to learn a new way of doing things.

[expand title=View Answer] Expresser[/expand]

Q2. Approach 2

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.

[expand title=View Answer] Driver [/expand]

Q3. Approach 3

There’s an online session next week to help people learn how to follow the new rules.

Yes, the new procedure is complicated but I’m sure we’ll figure it out. Let me know if you need any help.

Anything that gets us quicker reimbursements will make me happy, you included.

[expand title=View Answer] Related [/expand]

Q4. Approach 4

Finance estimates that the new policy can save $40,000 in the next six months.

The process will ensure you get your money back within seven days.

What questions can I answer about the new procedure?

[expand title=View Answer] Analyzer[/expand]

Quiz 2: Practice Quiz: Identify appropriate communication channels for these messages

F​or each question, suppose you are trying to communicate the given message to a colleague. Select the most appropriate communication channel(s) for the given message.

Q1. Here are the exact steps you need to follow to complete this assignment.
Select all that apply.

[expand title=View Answer] Email[/expand]

Q2. We’re meeting for lunch at the cafeteria next Tuesday.
Select all that apply.

[expand title=View Answer]
1.Face-to-face
2.Phone
[/expand]

Q3. I need to pass on confidential information.
Select all that apply.

[expand title=View Answer]
1.Face-to-face
2.Phone

[/expand]

Q4. How do you like my idea?
Select all that apply.

[expand title=View Answer]
1.Face-to-face
2.Phone
[/expand]

Q5. What’s the URL for the next activity?
Select all that apply.

[expand title=View Answer]
1.Chat
2.Email
[/expand]

Quiz 3: Practice Quiz: Zion’s dilemma

Q1. Do you think Zion did the right thing by agreeing to his manager’s request?

[expand title=View Answer]No. Zion could have politely explained his personal plans and told his manager that he’d do the task on Monday. [/expand]

Quiz 4: Practice Quiz: What does it sound like?

F​or each question, match the given statement with the behavor style that best characterizes it.

Q1. I don’t hesitate to ask for help when I need it.

[expand title=View Answer]Assertive [/expand]

Q2. To gain people’s respect, you must show them your strength.

[expand title=View Answer]Aggressive [/expand]

Q3. If I don’t like my manager’s decision, I’ll implement it very slowly.

[expand title=View Answer] Passive aggressive[/expand]

Q4. I can’t take the guilt of refusing to work on the weekend.

[expand title=View Answer] Passive [/expand]

Quiz 5: Practice Quiz: How would you approach conflict situations?

Q1. Which of these two statements would you consider to be a good starting point to deal with a conflict situation regarding a poorly written report?

[expand title=View Answer] Last week, Casim’s report left out a deliverable and the client called to ask about it [/expand]

Quiz 6: Practice Quiz: Which conflict response style would you use?

F​or each scenario, select the conflict response style that is most approprate in that context.

Q1. Emotions are running high and the situation is not that important to you.

[expand title=View Answer] Avoiding[/expand]

Q2. You need to respond to an emergency situation and take a quick, decisive action.

[expand title=View Answer] Competing[/expand]

Q3. You value your relationship with the other party.

[expand title=View Answer]Collaborating [/expand]

Q4. You need to reach a decision quickly, and other methods of conflict resolution have failed.

[expand title=View Answer] Competing[/expand]

Q5. The situation is too important for a simple trade-off, and you want to combine diverse views.

[expand title=View Answer] Collaborating [/expand]

Quiz 7: Practice Quiz: Interpersonal Skills

Note: The grades for this practice quiz will not be considered in the final course completion grade. There may be more than one correct option per question. Partial credit is awarded for partly correct answer.

Q1. Tara is an experienced seller who is in Poland to meet a potential client, Incurable Pharmaceuticals (IP). IP is looking for a secure cloud services platform that offers computing power, database storage, content delivery, and other functionalities to boost their business and operations. Historically, IP has had a long-standing partnership with Disease Consulting (DC), a competitor of the organization Tara works for. IP, on the other hand, has never worked with Tara’s organization. IP has a significant presence in the healthcare domain, and Tara wants to utilize this opportunity to win over them. From the initial calls with the client, she could sense a passive attitude toward her organization and knows it will be a challenge to persuade the client. What approach can she take to convince the client?

Select all that apply.

[expand title=View Answer]
1.She should present testimonials of her organization’s clients in the same domain who are using the cloud services platform and reaping benefits from it.
2.She should articulate her organization’s commitment—how it goes beyond delivery and post-delivery support and is geared toward complete client satisfaction.
3.She should deliver a short presentation on the features of her organization’s cloud services platform that make it stand out among competitors.
4.Tara should showcase her organization’s wide array of healthcare solutions that will boost IP’s business and operations.
[/expand]

Quiz 8: Graded Quiz: Interpersonal Skills

There may be more than one correct option per question. Partial credit is awarded for partly correct answer.

Q1. Thiago, a software developer, has been working on a cloud services project for the past few months. After project completion, Jenny, the project manager sets up a project review meeting with Thiago to review his work. During the meeting, Jenny informs Thiago that she’s received feedback from a team member about Thiago’s need to improve his client communication skills. Thiago is surprised at this feedback. He knows that he has communicated with the client several times and never faced any problems. How should he react to this feedback?

Select all that apply.

[expand title=View Answer]
1.He should ask Jenny to share the nature of his communication problems during client calls.
2.He should share examples of his contribution to the project that demonstrate his client communication skills.
[/expand]

Q2. Minji specializes in designing websites. She favors conventional functional designs and tends to reuse components from designs that have worked well in the past. Minji and Won have been assigned to create a website for an e-commerce client. Minji’s worked with this client before and they hold her work in high regard. Won’s been researching current trends and patterns in user experience design. He feels strongly about doing a few things differently. For example, one of his design recommendations is that instead of having a homepage they should have customized landing pages based on user demographics. Won needs to get Minji to consider his design recommendations, but he knows that she’s opinionated and prefers to do things her own way. How should Won communicate with Minji to get her to try the new design recommendations?

Select all that apply.

[expand title=View Answer]
1.He should explain the features of the design ideas and urge Minji to try them out.
2.He should express enthusiasm and highlight the popularity of the design ideas.
[/expand]

Q3. Boris wants his team members to accept his solution to a challenging client requirement. The client wants to migrate their on-premise data centers to the cloud in a short timeline and with zero downtime. Boris knows that the solution, though complicated, is foolproof. It’s not an easy-to-explain solution and he anticipates a lot of questions. Boris’s challenge is to present the solution in the most compelling manner. So, he sets up a meeting to walk them through it.

In the meeting room, he starts off by giving an overview of the problem. He then presents his solution. He slowly and meticulously explains all the moving parts. As he’s doing this, he keeps checking his laptop to ensure he’s not missing out on relaying crucial information. He asks his team to share their concerns about the solution, and addresses them. Toward the end of the meeting, he still feels that he’s not been able to get their buy-in. What aspects of his communication approach should he focus on to engage his team and communicate his message effectively?

Select all that apply.

[expand title=View Answer]
1.He should use eye contact to augment his delivery style.
2.He should move around the room to increase his engagement with his audience.
[/expand]

Q4. Marcel has received some feedback about the lack of listening skills of Martina, one of his direct reports. So, he’s been observing her in different workplace situations to gauge her listening skills.

In team calls, when a speaker makes a mistake, Martina overlooks it and doesn’t correct the speaker. During group discussions, she does not always maintain eye contact with others in conversation and often finds it more comfortable to look elsewhere when speaking. During one-on-one conversations, when she does not understand something, she is quick to restate the message in her own words. After paraphrasing, Martina asks if she understood the message correctly. During team meetings, she’ll multitask by checking her laptop and responding to chat pings or email messages.

Based on these observations, what suggestions should Marcel give to Martina so that she can become a better listener?

Select all that apply.

[expand title=View Answer]
1.She should pay attention to the cues she gives through her body language.
2.She should avoid doing things that distract her from focusing on the task at hand.
[/expand]

Q5. Khalid, who leads his organization’s facilitation team, is attending a global workshop along with facilitators from different locations. In one of the sessions, a presenter discusses an interesting facilitation technique that he’d like fellow facilitators to try. Ada, one of the participants, hears him out and realizes that this technique involves a teaching style that she’s tried before 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 that day, during the extended lunch break, Khalid tells Ada that he’d like to share some feedback about what happened in the morning. How should Khalid start the feedback conversation?

Select all that apply.

[expand title=View Answer]
1.He should explain how her leaving the room signaled to others that the presentation was not worth their time.
2.He should look back on the situation and suggest that since she accepted the invitation to the presentation, she should have taken the responsibility to stay till the end.
[/expand]

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