Professional Communication
Chapter Exam Questions
Course Introduction
Professional Communication equips students with the essential skills required to convey ideas effectively in diverse workplace settings. The course covers the principles of clear, concise, and audience-aware communication, emphasizing both written and oral forms. Students explore various formats including business emails, reports, proposals, memos, and presentations, while also developing interpersonal skills such as active listening and conflict resolution. Through practical assignments, role-playing, and group activities, learners gain confidence in public speaking, collaborative environments, and adapting messages for multicultural and interdisciplinary audiences, preparing them for success in professional and organizational contexts.
Recommended Textbook
Business Communication Process and Product 8th Edition by Mary Ellen Guffey
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Page 2
Chapter 1: Business Communication in the Digital Age
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Sample Questions
Q1) What has led to the increase in the number of companies that operate globally?
A)The rise of new communication technologies and advanced forms of transportation
B)The removal of trade barriers
C)Saturated local markets
D)All of these (the rise of new communication technologies and advanced forms of transportation, the removal of trade barriers, and saturated local markets)
Answer: D
Q2) Today's new communication technologies have made writing skills less important than in the past.
A)True
B)False
Answer: False
Q3) ________________ communication includes exchanging ideas and messages with customers, suppliers, the government, and the public.
Answer: External
Q4) E-mail messages, memos, letters, and reports are all forms of ___________ communication.
Answer: written
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3
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal
and Etiquette Skills
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Sample Questions
Q1) A method of group decision making where group members bargain and negotiate to reach a middle ground is known as consensus.
A)True
B)False
Answer: False
Q2) Lindsay is planning a meeting to develop a new procedure for handling employee grievances. How many participants should she invite?
A)At least one representing each of the company's 16 departments
B)Five or fewer
C)Ten or fewer
D)30 or fewer
Answer: B
Q3) Typical ________________ rules for a team meeting are communicating openly, being supportive, listening carefully, participating fully, confronting conflict frankly, and following the agenda.
Answer: ground
Q4) Rephrasing and summarizing a speaker's message in your own words is called
Answer: paraphrasing
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Chapter 3: Intercultural Communication
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Sample Questions
Q1) The same letter, date, and number formats are used throughout the world.
A)True
B)False
Answer: False
Q2) Communicators in low-context cultures
A)often imply conclusions rather than directly stating them.
B)tend to be logical, analytical, and action oriented.
C)tend to be intuitive and contemplative.
D)emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting.
Answer: B
Q3) One process for achieving intercultural competence is ____________________, which refers to the use of concrete and specific feedback.
Answer: descriptiveness
Q4) Diversity makes an organization innovative and creative. Conversely, sameness fosters an absence of critical thinking, which is called ____________.
Answer: groupthink
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) As her supervisor explains the new procedure, Rachel nods her head. Rachel's response is an example of
A)verbal feedback.
B)noise.
C)evaluation.
D)nonverbal feedback.
Q2) Exhibiting sarcasm or anger in a business message can help you get your point across or meet your goals.
A)True
B)False
Q3) Preparing a business message or presentation is easier and more efficient if you have a systematic process to follow.
A)True
B)False
Q4) The person with whom the message originates is known as the ____________________.
Q5) The best feedback to a message is descriptive rather than evaluative.
A)True
B)False
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Chapter 5: Organizing and Drafting Business Messages
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Q1) The ____________________ organizational pattern is typically used for routine requests and responses, orders and acknowledgments, nonsensitive memos, e-mail messages, informational reports, and informational oral presentations.
Q2) Which of the following should be organized in an indirect pattern?
A)An e-mail message to customers about a free shipping offer
B)An e-mail message to employees telling them that overtime will be eliminated
C)A letter offering a position to a job applicant
D)A letter to members of a professional organization telling them about an upcoming event
Q3) Franco wants to emphasize the new features of a product he is selling. What should he do?
A)Use vivid words to describe the features.
B)Put the most important information in the middle of his sentences.
C)Use the passive voice to describe the features.
D)Put the most important information in a dependent clause.
Q4) Accessing electronic resources, manually searching library resources, investigating primary sources, and conducting scientific experiments are all examples of ____________________ research methods.
Q5) When the contract is approved is an example of a(n) ____________________ clause.
Page 7
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Chapter 6: Revising Business Messages
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Sample Questions
Q1) The first word of every item in a numbered or bulleted list should be capitalized.
A)True
B)False
Q2) ____________________ means improving the content and sentence structure of your message.
Q3) One important part of the revising process is to test for ________ to make sure that your message will be immediately understood by the reader.
A)clarity
B)conciseness
C)mechanics
D)punctuation
Q4) Ragged right margins that is, without alignment or justification provide more white space and improve readability.
A)True
B)False
Q5) Routine documents and complex documents are proofread using the same method.
A)True
B)False
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Chapter 7: Short Workplace Messages and Digital Media
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Q1) Chatham Industries would like to provide live tech support to its customers. What is the best communication channel for doing this?
A)E-mail
B)Blog
C)Podcast
D)Instant messaging
Q2) Michelle has just been appointed to a virtual team that will use a wiki to keep in touch, and she wants to be a valuable team participant and contributor to the wiki. What is the best advice you can give her?
A)Post controversial and provocative comments to make the wiki interesting.
B)Verify all facts before posting them to the wiki.
C)Expect to get recognition for everything you post to the wiki.
D)Because the wiki is being used only by your team members, don't worry about using correct grammar or spelling.
Q3) Instant messages and text messages can become evidence in court cases and lawsuits.
A)True
B)False
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Chapter 8: Positive Messages
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Sample Questions
Q1) What is the most accurate statement about writing skills and social media?
A)Social media is seldom used in business, so writing for social media is not important
B)When writing for social media, correct grammar and spelling is not important
C)Because of social media, your writing skills will be on display; and the quality of your writing can affect your career.
D)Writing for social media is completely different from writing traditional business documents.
Q2) Goodwill messages such as thank-you notes and condolence messages are often more difficult to write than other types of routine business documents.
A)True
B)False
Q3) Which of the following is the best closing sentence for a message requesting information?
A)Thank you in advance for your cooperation.
B)Your answers to these questions by April 30 will help us decide which product to purchase.
C)Thank you.
D)If you have any questions, please do not hesitate to call me.
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Chapter 9: Negative Messages
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Sample Questions
Q1) When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the ____________________ organizational pattern should be used.
Q2) A customer has posted a negative comment on your company's Facebook about her dissatisfaction with the customer service she received. What should you do?
A)Delete the comment immediately before too many people see it.
B)File a lawsuit against the customer for libel.
C)Reply to the customer's post within 24 hours.
D)Ignore the comment.
Q3) Which of the following is not one of the goals in communicating negative news?
A)To help the receiver understand the negative news
B)To show your desire to continue pleasant relations with the receiver
C)To hide the real reason for the negative news
D)To maintain a professional and positive image of you and your corporation
Q4) The ____________________ Credit Reporting Act and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" explaining the decision.
Q5) When abusive language is written, it is called ____________________.
Q6) When abusive language is spoken, it's called ____________________.
Page 11
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Chapter 10: Persuasive and Sales Messages
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Sample Questions
Q1) Byron has ended a sales message with the sentence Book your vacation by May 15 to receive a seventh night free. What technique is he using to motivate action?
A)Guaranteeing satisfaction
B)Limiting the offer
C)Setting a deadline
D)Promising an incentive
Q2) Which of the following is an effective way for persuasive writers and speakers to establish credibility with an audience?
A)Establish their expertise.
B)Offer counterarguments.
C)Request a response from the receiver.
D)Suggest new ideas, directives, or recommendations for change that will be of interest to the audience.
Q3) Suggestions made by subordinates to managers usually require
A)little or no persuasion.
B)bribery.
C)skillful persuasive communication.
D)little or no evidence, facts, or figures.
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12
Chapter 11: Reporting in the Digital-Age Workplace
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Sample Questions
Q1) Google, Bing, Yahoo Search, and Ask are examples of
A)search tools.
B)Web browsers.
C)electronic databases.
D)spiders.
Q2) You have been assigned a project to study the possibility of outsourcing your company's payroll function. Following your research, you will write a report to recommend whether payroll processing should remain in-house or be handled by an outside payroll firm. Analyze the problem and purpose of this task; then prepare an expanded statement of purpose that includes the scope, significance, and limitations.
Q3) Nearly every research project should begin with a search of primary data.
A)True
B)False
Q4) In a business report, graphics can be used to clarify data, to make numeric data meaningful, to create visual interest, and to make information easier to remember.
A)True
B)False
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13
Chapter 12: Informal Business Reports
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Sample Questions
Q1) Which of the following is an example of a talking heading?
A)Findings
B)Recommendations
C)Labor Costs
D)Employees Show Support for Stock Options
Q2) The range for daily sales for the week, $89,000, $75,000, $98,000, $66,000, and $99,000, is
A)$33,000.
B)$85,400.
C)$427,000.
D)$89,000.
Q3) __________________ reports examine the practicality and advisability of following a course of action. They answer this question: Will this plan or proposal work?
Q4) Analytical reports should always be prepared using an indirect organizational pattern.
A)True
B)False
Q5) A(n) ____________________ composed of rows and columns is useful for analyzing raw data especially verbal data.
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Chapter 13: Proposals, Business Plans, and Formal Business Reports
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Sample Questions
Q1) As long as you have at least one table or figure in your proposal, a list of figures is required.
A)True
B)False
Q2) In the introduction section of a proposal, which of the following would be the best way to persuade the receiver to read the rest of the proposal?
A)Mention a remarkable resource available exclusively to you.
B)Present a detailed budget that shows a low overall cost.
C)Give the background and credentials of everyone who will be working on the project.
D)Provide a timetable for all activities.
Q3) Formal business reports are similar to formal proposals in that they both make offers.
A)True
B)False
Q4) Formal business reports are read by only the highest levels of management.
A)True
B)False
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Chapter 14: Business Presentations
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Sample Questions
Q1) During his presentation Michael said, Let me now review the two possible solutions we've discussed so far. He has used a verbal signpost to help his audience recognize the organization of and key points in his presentation.
A)True
B)False
Q2) Many forms of visual aids are available to enhance a presentation. List five of these and describe the pros and cons of each type of visual aid.
Q3) When speaking to an intercultural audience, smile, laugh, and tell jokes as much as possible to get your audience to feel comfortable.
A)True
B)False
Q4) Which organizational pattern uses the five Ws and an H (who, what, when, where, why, and how)?
A)Chronology
B)Topic/function/conventional grouping
C)Journalistic
D)Best case/worst case
Q5) Our old computers are dinosaurs is an example of a(n)
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Chapter 15: The Job Search and Résumés in the Digital Age
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Q1) Antonio is creating his LinkedIn profile. What should he do?
A)Use keywords and phrases that might appear in job descriptions.
B)Customize his URL to drive his name to the top of a Google search.
C)Include quantifiable achievements and specifics that reveal his skills.
D)Antonio should do all of these.
Q2) Select the statement that most accurately describes employment references.
A)Include a list of references directly on the résumé.
B)Do not include personal or character references.
C)Companies generally check references before a job interview to learn about a candidate in advance.
D)Be sure to add the statement References furnished upon request at the bottom of your résumé.
Q3) Because a résumé is expected to showcase your strengths, you should puff up your résumé with some inflated work history or educational experience.
A)True
B)False
Q4) The most popular résumé format among recruiters is the functional résumé.
A)True
B)False
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Chapter 16: Interviewing and Following up
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Questions
Q1) What is the best advice for answering interview questions?
A)Use the interviewer's name and title every time you answer a question to show respect.
B)To be concise, answer questions with a simple yes or no whenever possible.
C)Don't be afraid to reveal weaknesses because doing so will make you look human.
D)Clarify vague questions when necessary.
Q2) Which of the following is a reason that employers have cited for not considering an applicant after an online search?
A)The applicant exhibited poor communication skills.
B)The applicant revealed a current or previous employer's confidential information.
C)The applicant posted provocative or inappropriate photographs or information.
D)Employers have cited all of these as reasons for not considering an applicant after an online search.
Q3) To show your interviewer how successful you are, leave your smartphone on during the job interview.
A)True
B)False
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