Chapter 2 · Topic 2.2 · Prelims + Mains2 of 2
Interpersonal Skills incl. Communication Skills: Public and fairness situations
Key points
- Fairness and traps.
Prelims box: facts and traps
| Trap | Looks like |
|---|---|
| Giving in | Admit a fault, sell cheap, pay a bribe |
| Ignoring | Ignore, quietly withdraw, wait for someone else |
| Over-reaction | Report at once, refuse to listen |
| Dishonesty | Pretend, hide facts, blame others. |
- CSAT 2013, Q79: You are in-charge of implementing the Family Planning programme in an area where there is a strong opposition to the present policy.
- CSAT 2011, Q79: You have taken up a project to create night shelters for homeless people during the winter season.
- Left: (b) promise an enquiry (listen and act) and (c) ask residents to see the humanitarian purpose (explain).
Dealing with the public and communicating a
message Items about the public test whether you listen, explain and act, not whether you sound strict. When a policy is unpopular, explain the reason and show examples from people the residents trust.
CSAT 2013, Q79: You are in-charge of implementing the Family Planning programme in an area where there is a strong opposition to the present policy. You want to convince the residents of the need for keeping small families. What would be the best way of communicating this message? Prelims 2013 Communication question. (a) explains the reason, health and living standards, in simple logic. (c) offers incentives that make the choice easier. (b) is about timing of marriage, not about convincing; (d) can work, but the key gives (a) or (c). Key: (a) or (c).
You are in-charge of implementing the Family Planning programme in an area where there is a strong opposition to the present policy. You want to convince the residents of the need for keeping small families. What would be the best way of communicating this message ?
- By logically explaining to the residents the need for family planning to improve the health and living standards.
- By encouraging late marriages and proper spacing of children.
- By offering incentives for adopting family planning devices.
- By asking people who have been sterilized or are using contraceptives to directly talk to the residents.
Show answer
Answer: (a) or (c) · UPSC official key (key accepts either; no penalty on these items)
CSAT 2011, Q79: You have taken up a project to create night shelters for homeless people during the winter season. Within a week of establishing the shelters, you have received complaints from the residents of the area about the increase in theft cases with a demand to remove the shelters. You would Filter 2: (d) ignoring the complaint fails. (a) sends residents to the police and does nothing yourself. Left: (b) promise an enquiry (listen and act) and (c) ask residents to see the humanitarian purpose (explain). Key: (b) or (c).
You have taken up a project to create night shelters for homeless people during the winter season. Within a week of establishing the shelters, you have received complaints from the residents of the area about the increase in theft cases with a demand to remove the shelters. You would
- ask them to lodge a written complaint in the police station.
- assure residents of an enquiry into the matter.
- ask residents to consider the humanitarian effort made.
- continue with the project and ignore their complaint.
Show answer
Answer: (b) or (c) · UPSC official key (key accepts either; no penalty on these items)
CSAT 2013, Q77: A person lives in a far off village which is almost two hours by bus. The villager’s neighbour is a very powerful landlord who is trying to occupy the poor villager’s land by force. You are the District Magistrate and busy in a meeting called by a local Minister. The villager has come all the way, by bus and on foot, to see you and give an application seeking protection from the powerful landlord. The villager keeps on waiting outside the meeting hall for an hour. You come out of the meeting and are rushing to another meeting. The villager follows you to submit his application. What would you do? Prelims 2013 Filter 2: (a) making a poor villager wait two more hours ignores him; (b) sends him away. Left: (c) ask a senior subordinate to solve it now, and (d) take the application yourself and ask a few questions. Both act at once. Key: (c) or (d).
A person lives in a far off village which is almost two hours by bus. The villager’s neighbour is a very powerful landlord who is trying to occupy the poor villager’s land by force. You are the District Magistrate and busy in a meeting called by a local Minister. The villager has come all the way, by bus and on foot, to see you and give an application seeking protection from the powerful landlord. The villager keeps on waiting outside the meeting hall for an hour. You come out of the meeting and are rushing to another meeting. The villager follows you to submit his application. What would you do ?
- Tell him to wait for another two hours till you come back from your next meeting.
- Tell him that the matter is actually to be dealt by a junior officer and that he should give the application to him.
- Call one of your senior subordinate officers and ask him to solve the villager’s problem.
- Quickly take the application from him, ask him a few relevant questions regarding his problem and then proceed to the meeting.
Show answer
Answer: (c) or (d) · UPSC official key (key accepts either; no penalty on these items)
? A SIMPLE TEST Ask: after my response, is the problem nearer to being solved, and did I treat the person with respect? If both answers are yes, the option is usually in the key.
Fairness, protest and the traps
Some items put you on the receiving end of unfair treatment. The key prefers a formal, peaceful protest over walking out or refusing to listen.
CSAT 2012, Q75: You are competing with your batch-mate for a prestigious award to be decided based on an oral presentation. Ten minutes are allowed for each presentation. You have been asked by the committee to finish on time. Your friend, however, is allowed more than the stipulated time period. You would… Prelims 2012 Filter 4: (b) refusing to listen to any explanation is not calm. Filter 2: (c) withdrawing your name quietly gives up your own right. Left: (a) complain to the chairperson (proper channel) and (d) protest openly. Key: (a) or (d). Lesson: object openly when the rules are applied unequally.
You are competing with your batch-mate for a prestigious award to be decided based on an oral presentation. Ten minutes are allowed for each presentation. You have been asked by the committee to finish on time. Your friend, however, is allowed more than the stipulated time period. You would…
- Lodge a complaint to the chairperson against the discrimination.
- Not listen to any justification from the committee.
- Ask for withdrawal of your name.
- Protest and leave the place.
Show answer
Answer: (a) or (d) · UPSC official key (key accepts either; no penalty on these items)
| Trap | Looks like | Why it is wrong |
|---|---|---|
| Giving in | Admit a fault, sell cheap, pay a bribe | Rewards pressure or breaks the law |
| Ignoring | Ignore, quietly withdraw, wait for someone else | Problem stays unsolved |
| Over-reaction | Report at once, refuse to listen | Skips talking first |
| Dishonesty | Pretend, hide facts, blame others | Fails the lawful filter |
Battle IAS analysis of the 21 CSAT situation items.
Mains box: analysis and answer points
- message Items about the public test whether you listen, explain and act, not whether you sound strict.
- When a policy is unpopular, explain the reason and show examples from people the residents trust.
- Likely next angle: Respect
Practice
Write an answer
In 150 words, explain the significance of Interpersonal Skills incl. Communication Skills with one recent example.
Flashcards (7)
Family planning message (2013 Q79). Key?
(a) explain logically or (c) offer incentives.
Night shelter complaints (2011 Q79). Key?
(b) assure an enquiry or (c) ask residents to see the humanitarian effort.
Villager waits outside a meeting (2013 Q77).
Key? (c) senior subordinate to solve it or (d) take the application yourself.
Simple test for an option?
Is the problem nearer to a solution, and was the person respected?
Unequal time in an award presentation
(2012 Q75). Key? (a) complain to the chairperson or (d) protest and leave.
Trap: 'admit a fault to save the situation'?
Giving in / dishonesty.
Trap: 'ignore the complaint'?
Ignoring (fails filter 2).
Next chapter · 3. Logical Reasoning & Analytical Ability →Logical Reasoning & Analytical Ability: Syllogisms and statements