CAPM Practice Exam Question

A project manager notices that one of their team members, who typically performs well, has recently become less engaged and is missing deadlines. The project manager decides to have a one-on-one conversation to understand the issue and offer support. Which emotional intelligence skill is the project manager primarily using in this situation?

A) Self-awareness

B) Social skills

C) Empathy

D) Motivation

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Best Answer:

C. Empathy

Explanation:

In this situation, the project manager is primarily using empathy, which is the ability to understand and share the feelings of others. By noticing changes in the team member's behavior and taking the initiative to have a one-on-one conversation, the project manager is demonstrating concern for the individual’s well-being and is attempting to understand the underlying issues that may be affecting their performance. Empathy is a critical component of emotional intelligence, especially in project management, as it enables leaders to connect with team members on a personal level, fostering trust and a supportive work environment.

Empathy helps project managers address team issues proactively by recognizing and validating the feelings of their team members. By expressing empathy, the project manager can create an open, safe space for the team member to discuss any personal or work-related challenges impacting their engagement, which is essential for effective conflict resolution and team cohesion.

Option A, Self-awareness, involves understanding one’s own emotions, strengths, and weaknesses. While self-awareness is crucial for emotional intelligence, it is not the primary skill used here. In this scenario, the project manager’s focus is on understanding the team member’s feelings, not their own.

Option B, Social skills, relates to effectively managing relationships and building networks. While social skills are essential in building rapport with the team, the specific skill of empathy is more directly applicable when understanding a team member’s personal struggles.

Option D, Motivation, involves inspiring oneself and others to achieve goals. While motivation may play a role in encouraging the team member, the project manager’s approach in this situation is first to understand the root of the disengagement, which requires empathy.

Therefore, C. Empathy is the best answer, as it directly addresses the project manager’s effort to understand and support the team member through active listening and compassionate engagement, which are core aspects of emotional intelligence.