Which interaction strategy and interpersonal skills are demonstrated when someone explains the reason for a policy change while acknowledging frustration?

Which interaction strategy and interpersonal skills are demonstrated when someone explains the reason for a policy change while acknowledging frustration?

• A. Strategy: directing; Skills: stating purpose clearly
• B. Strategy: convincing; Skills: showing understanding and providing a compelling rationale
• C. Strategy: reframing; Skills: encouraging open expression
• D. Strategy: advising; Skills: giving instructions and feedback

Answer: (C)

The situation tests how to handle a policy change in a way that reduces resistance while staying open to feedback. The best fit is reframing alongside encouraging open expression. Reframing involves presenting the policy change from a different perspective so people can see the positive alignment with goals, outcomes, or long-term benefits, which helps reduce defensiveness. Coupled with encouraging open expression, it signals that you welcome questions and emotions, allowing frustration to be voiced in a constructive way and fostering trust and understanding. Other approaches would emphasize telling people what to do or persuading them with a strong rationale, or simply giving instructions and feedback. Those paths focus more on control, persuasion, or direction rather than shifting the viewpoint and inviting dialogue, which is why they don’t fit the described interaction as well.

The situation tests how to handle a policy change in a way that reduces resistance while staying open to feedback. The best fit is reframing alongside encouraging open expression. Reframing involves presenting the policy change from a different perspective so people can see the positive alignment with goals, outcomes, or long-term benefits, which helps reduce defensiveness. Coupled with encouraging open expression, it signals that you welcome questions and emotions, allowing frustration to be voiced in a constructive way and fostering trust and understanding.

Other approaches would emphasize telling people what to do or persuading them with a strong rationale, or simply giving instructions and feedback. Those paths focus more on control, persuasion, or direction rather than shifting the viewpoint and inviting dialogue, which is why they don’t fit the described interaction as well.