Communication & Feedback Techniques Flashcards
7 cards from real CLM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Feedback Techniques flashcards as text
A mentor notices a mentee becomes defensive whenever performance issues are raised. Which approach best addresses this pattern?
Answer: Use 'I' statements and focus on observable behaviors rather than character
Using 'I' statements and focusing on specific observable behaviors rather than personal traits reduces defensiveness by keeping feedback objective.
Which communication model describes the gap between the message sent and the message received?
Answer: Noise in the transmission model
In the Shannon-Weaver model, 'noise' represents any interference that causes the received message to differ from the one sent.
During a mentoring session, a mentee speaks rapidly and avoids eye contact when discussing a project failure. What should the mentor do first?
Answer: Acknowledge the nonverbal cues and create space for emotional expression
Acknowledging nonverbal distress signals before moving to analysis demonstrates empathy and builds the psychological safety needed for honest dialogue.
What is the primary purpose of a 'feedforward' conversation in leadership mentoring?
Answer: To provide suggestions focused on future improvement rather than past errors
Feedforward, popularized by Marshall Goldsmith, shifts focus from criticizing past behavior to generating ideas for future success.
A mentor is coaching across cultural backgrounds. Which practice is most critical for effective cross-cultural feedback?
Answer: Adapt communication style while maintaining consistent feedback content
Effective cross-cultural mentors adjust their delivery style (directness, formality, context) while ensuring the substantive feedback content remains accurate and consistent.
Which active listening behavior most directly signals to a speaker that their message is being processed?
Answer: Paraphrasing key points and asking clarifying questions
Paraphrasing and asking clarifying questions demonstrate comprehension and invite the speaker to confirm or correct the listener's understanding.
When is the SBI (Situation-Behavior-Impact) feedback model most effective?
Answer: When delivering specific, timely feedback tied to a concrete event
SBI works best for specific, event-based feedback because it grounds the conversation in a concrete situation, a described behavior, and its measurable impact.