Communication & Interpersonal Skills Flashcards

A client keeps answering questions with vague generalities. Which coach response best promotes clarity?

Answer: 'Can you give me a specific recent example of that?'

Requesting a concrete example grounds abstract statements in observable reality.

Which element typically carries the most weight when verbal and nonverbal messages conflict?

Answer: Nonverbal cues such as tone and body language

When words and body language conflict, people tend to trust the nonverbal signals.

A coach receives harsh criticism from a client about the coaching process. The most professional response is to:

Answer: Listen without defensiveness, thank the client, and explore what needs to change

Non-defensive listening models the communication skills coaching promotes and preserves the relationship.

In email and written communication with clients, a business coach should primarily ensure:

Answer: Clarity and tone that cannot easily be misread

Written messages lack vocal tone, so clarity and careful tone prevent misinterpretation.

An 'I-statement' is preferred in difficult conversations because it:

Answer: Expresses the speaker's experience without assigning blame

I-statements describe personal experience, which lowers defensiveness compared to accusatory 'you' language.

A client asks the coach to relay difficult feedback to one of the client's employees on their behalf. The coach should:

Answer: Decline and instead coach the client to deliver the feedback themselves

Coaching builds the client's own communication capability rather than doing their interpersonal work for them.

Which behavior demonstrates empathy rather than sympathy in a coaching session?

Answer: 'It sounds like this decision is weighing heavily on you.'

Empathy reflects the client's felt experience, while sympathy pities or redirects attention away from it.