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

$1.$

Question $1$

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 shes received feedback from a team member about Thiagos 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.

$4$ points

Thiago should check with Jenny to identify who has shared this feedback so that he can resolve the issue straightaway.

He should ask Jenny to share his areas of improvement while communicating with clients.

He should share examples of his contribution to the project that demonstrate his client communication skills.

He should ask Jenny to share the nature of his communication problems during client calls.

$2.$

Question $2$

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. Minjis worked with this client before and they hold her work in high regard. Wons 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 shes 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.

$4$ points

He should express enthusiasm and highlight the popularity of the design ideas.

He should explain the features of the design ideas and urge Minji to try them out.

He should inform Minji that the team lead has reviewed and approved the design ideas.

Won should explain that the design ideas are likely to boost the sites visitor$-$to$-$buyer conversion rate.

$3.$

Question $3$

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. Its not an easy$-$to$-$explain solution and he anticipates a lot of questions. Boriss 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 hes doing this, he keeps checking his laptop to ensure hes 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 hes 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.

$4$ points

He should move around the room to increase his engagement with his audience.

He should write key points on a piece of paper and refer to it instead of using his laptop as a source of reference.

He should fasten the pace at which he speaks to increase his relatability with his audience.

He should use eye contact to augment his delivery style.

$4.$

Question $4$

Marcel has received some feedback about the lack of listening skills of Martina, one of his direct reports. So$,$ hes 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 doesnt 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, shell 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.

$4$ points

She should pay attention to the cues she gives through her body language.

She should avoid doing things that distract her from focusing on the task at hand.

She should maintain eye contact to show her interest in the topic being discussed.

She should correct mistakes to deepen her understanding of the message.

$5.$

Question $5$

Khalid, who leads his organizations 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 hed like fellow facilitators to try. Ada, one of the participants, hears him out and realizes that this technique involves a teaching style that shes tried before and it didnt 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 hed like to share some feedback about what happened in the morning. How should Khalid start the feedback conversation?

Select all that apply.

$4$ points

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.

He should explain how her leaving the room signaled to others that the presentation was not worth their time.

He should question why she left the room unannounced and suggest that she shouldve left only after letting the presenter know.

He should tell Ada that her behavior caused a problem and ask her to be more careful in the future.