Managing Business Conversation

1)	Without advance warning, your boss calls you into a high-level meeting to describe what's happening on a project. The project has run into some major obstacles your boss does not yet know about. What would you do?

	Focus on the good news and present the problems as new challenges you've got a handle on.
	Get a message to your boss before you arrive, asking if he can call a break so you can inform him of new developments.
	Give only the good news.

2)	Your lunch partners plan to make some rash career moves based upon a rumor of organizational change. You know their expectations are wrong because you've been told, in confidence, what is going to happen. What should you do?

	Keep the confidence and say nothing.
	Tell them what you know to keep them from making big mistakes.
	Lead the conversation into examining all the possibilities.

3)	As you and your coworkers walk away from a meeting, you discover you all have different ideas of what's expected of each of you. What should you do?

	Recommend a follow-up meeting to come to consensus.
	Assume you are correct.
	Ask the meeting leader to circulate a list of assignments.

4)	You leave a meeting asking yourself, "What was that all about?" It all seemed like posturing and jargon, with little substance. The next time this group meets, which of the following should you do?

	State your goals for the meeting and ask what other people would like to add to the list.
	In advance, recommend to the group leader that she establish meeting goals and an agenda to reach them.
	Skip the meeting.

5)	You deliver some very important company news to your employees. They stare back at you blankly and no one responds when you ask for questions. What should you do?

	Divide them into small groups to discuss what the news means to them, what problems it could cause, and what opportunities it could create.
	Invite them to meet with you, individually, to discuss how the news affects them personally.
	Pick out an influential employee and ask that person to comment on the news.

6)	You've been invited to make a presentation to top management on your department's new project. The executives ask tough questions and you don't have all the answers. What should you do?

	Apologize and promise to get the answers by the end of the day.
	State, "We're working on that. I can get you a more specific answer by ____, but .in the meantime, here's what I know that is related to your question . . . ."
	Relay the questions to a team member you bring along for that purpose.

7)	Your boss angrily informs you of a mistake made by one of your employees. What should you say?

	Assure your boss you will investigate the problem and make sure it is corrected and doesn't happen again.
	Defend your employee, reminding the boss of all the good things the employee has done.
	Ask the employee for an explanation.

8)	Two coworkers seem to be waging war against each other. Although the argument doesn't really affect you, they each come to you for support. What should you do?

	Explain politely that it's not your argument and you'd prefer to stay out of it.
	Let each one vent, then acknowledge the combatant's feelings: "I can see this is really important to you."
	Determine which one is right and tactfully explain the facts to the one who is wrong.

9)	You and a coworker had an agreement-you thought. When the time comes for him to deliver on his part of it, he insists, "I never agreed to do that." What should you do?

	Argue, get angry, and vow to yourself to get revenge.
	Take the disagreement to your boss to resolve.
	Admit to a misunderstanding, explain why his contribution is important to you, and ask his help in solving the resulting problem.

10)

You are on your way out the door at 6:30 p.m., just in time to make it to your child's school concert. Your boss looks up from her desk and says, "Working half days again?" What should you do?

	Say, "Compared to most days, 6:30 seems like a half day to me too, but I've promised this evening to the family."
	Ignore the dig, smile and wave, and say cheerfully, "See you tomorrow."
	Apologize and explain about the concert.

When you know the right thing to say, you can turn a sticky situation at work into an opportunity to shine. Take this quiz to test your business conversation skills. Click on the response that best matches what you would say and do in each situation that follows:

Click here to start this assessment!