Effective Communication Skills Flashcards
7 cards from real CNE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Effective Communication Skills flashcards as text
A negotiator uses the phrase 'That's not something I'm able to do' instead of 'No' in order to:
Answer: Soften the refusal while implying external constraints rather than personal unwillingness
This phrasing depersonalizes the refusal, reducing the counterpart's defensiveness while still firmly declining the request.
Which communication behavior MOST undermines trust in a negotiation?
Answer: Making promises you are unsure you can keep to maintain momentum
Overpromising destroys credibility when commitments are not met, which can permanently damage the negotiating relationship.
When a counterpart changes their position significantly mid-negotiation, the BEST communication response is to:
Answer: Note the change and ask what circumstances led to the shift
Understanding why a position changed reveals new information about interests, constraints, or dynamics that can inform a better agreement.
The 'Accusation Audit' technique in negotiation communication involves:
Answer: Preemptively naming the negative things the counterpart might think about you to defuse them
Naming potential negative perceptions first disarms them and demonstrates self-awareness, which often causes the counterpart to reassure you instead.
Which of the following represents an example of 'message congruence' in negotiation?
Answer: Verbal and nonverbal signals align to reinforce the same message
Congruence between what you say and how your body and tone convey it makes your message more credible and easier to trust.
A negotiator receives an offer by email and wants to decline without closing the door. Which response is MOST effective?
Answer: Acknowledge the offer, express appreciation, explain a concern, and propose an alternative
Acknowledging, appreciating, explaining, and counter-proposing keeps the relationship intact while clearly communicating that the current offer does not work.
What is the primary communication risk of negotiating exclusively via text or email?
Answer: The absence of tone, body language, and real-time feedback increases misinterpretation risk
Without vocal tone or nonverbal cues, the counterpart fills gaps with assumptions, which often leads to misunderstandings that escalate conflict.