Professional Communication Exam Practice Tests
Course Introduction
Professional Communication is designed to equip students with essential skills for effective communication in workplace settings. The course covers key topics such as verbal and nonverbal communication, active listening, digital correspondence, presentation techniques, and intercultural communication. Emphasis is placed on crafting clear and purposeful messages, adapting communication styles to different audiences, and developing strategies for collaborative problem-solving. Through practical exercises, case studies, and group projects, students will learn to navigate real-world scenarios and overcome common communication barriers to contribute successfully in professional environments.
Recommended Textbook
Business Communication Process and Product 7th Edition by Mary Ellen Guffey Dana Loewy
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16 Chapters
1840 Verified Questions
1840 Flashcards
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Page 2
Chapter 1: Effective and Ethical Communication at Work
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Which of the following is an example of an internal organizational communication?
A) A tweet sent to a customer about a private sale that will take place tomorrow
B) A Web site advertising a company's products
C) A meeting of all department managers
D) An annual report sent to company stockholders
Answer: C
Q2) The best feedback to a message is descriptive rather than evaluative.
A)True
B)False
Answer: True
Q3) ____ helps the sender know whether the message was received and understood.
A) Feedback
B) Noise
C) Bypassing
D) An evaluative response
Answer: A
Q4) Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees.
Answer: downward
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Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal,
and Etiquette Skills
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Which of the following statements about conflict is most accurate?
A) Conflict is a normal part of every workplace and every team.
B) Even when managed properly, conflict decreases group cohesiveness and increases tensions.
C) Conflict should be avoided because it destroys morale and reduces productivity.
D) Conflict is always negative.
Answer: A
Q2) ____________________ listening enables you to judge and evaluate what you are hearing.
Answer: Critical
Q3) Listening to customers usually results in increased sales and profitability, as well as improved customer retention.
A)True
B)False
Answer: True
Q4) ____________________ calendars such as Google Calendar and Yahoo Calendar make scheduling meetings faster and more efficient.
Answer: Digital
Page 4
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Chapter 3: Intercultural Communication
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) List and describe three factors that have led to increased globalization. Answer: Student answers will vary but should include three of the following factors:
1)Mature local markets: Many companies are increasingly looking overseas as domestic markets mature.They can no longer expect increased sales growth at home.
2)Favorable trade agreements: Another significant factor is the passage of favorable trade agreements.The General Agreement on Tariffs and Trade (GATT)promotes open trade globally, while the North American Free Trade Agreement (NAFTA)expands free trade among Canada, the United States, and Mexico.In Asia, China's admission to the World Trade Organization unlocked its economy and suddenly provided access to a huge population.
3)Growth of middle class: Equally important to expanding global markets is the explosive growth of the middle class.Parts of the world formerly considered underdeveloped now boast robust middle classes, and these consumers crave a variety of products and services.
4)New transportation and communication technologies: Probably the most important factor in the rise of the global market is the development of new transportation and information technologies, including supersonic planes, the Internet, e-commerce, and intranets.
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Page 5
Chapter 4: Planning Business Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) In adapting your message to your audience, use ____________________ language and familiar words that you think audience members will recognize.
Q2) As a customer service rep, Joseph is responding to a customer's question sent to him via e-mail.What is the very first task Joseph should do?
A) Hit the "Reply" button.
B) Determine the purpose of the message he will send as a response.
C) Start composing his reply.
D) Conduct any necessary research.
Q3) Business messages that persuade sell products, convince managers, motivate employees, and win over customers.
A)True
B)False
Q4) They hired a female attorney for their class-action suit is an example of a sentence that shows ____________________ bias.
Q5) The ____________________ Act of 1976 protects authors of published and unpublished works.
Q6) Business writing should be purposeful, economical, ____________________, and audience oriented.
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Chapter 5: Organizing and Writing Business Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) The second phase of the 3-x-3 writing process includes researching, organizing, and
Q2) Which of the following sentences contains a comma splice?
A) Brandon will write the document, but Alicia will proofread it.
B) Brandon will write the document, Alicia will proofread it.
C) Brandon will write the document; however, Alicia will proofread it.
D) None of these choices
Q3) Which of the following is a run-on sentence?
A) Many companies use Facebook to connect with customers; some even use Twitter.
B) Many companies use Facebook to connect with customers, and some even use Twitter.
C) Many companies use Facebook to connect with customers some even use Twitter.
D) None of these choices
Q4) Scientific experiments involve the use of controlled variables.
A)True B)False
Q5) The first ATM opened near London in 1967 is an example of an independent clause. A)True B)False
Page 7
Q6) A(n)____________________ is a group of sentences about one idea.
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Chapter 6: Revising Business Messages
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Sample Questions
Q1) The final phase of the 3-x-3 writing process focuses on A) revising.
B) proofreading.
C) evaluating.
D) all of these.
Q2) Avoid ____________________ such as each and every and repeat again.
Q3) Which of the following sentences sounds most conversational?
A) The undersigned is sincerely grateful for the kind assistance you provided last week.
B) Thanks for your help last week.
C) It is my sincere hope that it was not too much of an inconvenience for you to sacrifice your valuable time to assist a colleague last week.
D) My sincere gratitude is offered to you in exchange for the support you offered to me last week.
Q4) Which of the following sentences does not contain any clichés?
A) Her comment during the meeting really hit me below the belt.
B) If you study hard, you'll pass the CPA exam with flying colors.
C) Just do your best during your job interview.
D) The best business communicators are able to think outside the box.
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Page 8
Chapter 7: Electronic Messages and Digital Media
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) What tool allows businesspeople to monitor many news sources in one convenient spot?
A) Google
B) RSS (really simple syndication)
C) LinkedIn
D) No tool currently exists for this purpose.
Q2) As Jarrod begins his business career, he will probably find himself writing more ____ than other types of messages.
A) letters
B) memos
C) e-mail messages
D) text messages
Q3) A mandatory part of an e-mail message is the ____________________ line, which summarizes the message's central idea, thus providing quick identification for reading and for filing.
Q4) The subject line of an e-mail message should
A) be a complete sentence.
B) end with a period.
C) summarize the main idea.
D) All of these choices
Page 9
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Chapter 8: Positive Messages
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115 Verified Questions
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Sample Questions
Q1) Natalie is writing a routine e-mail request.The main idea or purpose of her message should be placed in
A) the body.
B) the opening.
C) an attachment.
D) the closing.
Q2) The body of a routine request or response message should A) present details that explain your request or response.
B) request action from the reader.
C) give any deadline dates.
D) reveal for the first time why you are writing.
Q3) Goodwill messages are used in business to express thanks, recognition, and sympathy.Explain why these messages are valuable in the workplace and the five Ss that apply when writing them.Then describe three work-related scenarios where it would be appropriate to send each of these types of messages.
Q4) A message granting an adjustment or a claim should be arranged using the direct pattern.
A)True
B)False
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Chapter 9: Negative Messages
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115 Flashcards
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Sample Questions
Q1) To make sure that it is not overlooked, always state the refusal explicitly in a negative-news message.
A)True
B)False
Q2) The most important part of a negative-news message is the section that explains the reasons for the bad news.
A)True
B)False
Q3) Bad things happen in all businesses that require the delivery of negative messages.
A)True
B)False
Q4) Bad-news messages to customers differ from other bad-news messages in what one major way?
A) They always include an apology.
B) They omit the reasons for the bad news for legal purposes.
C) They usually include resale information or sales promotions.
D) They always imply the bad news.
Q5) When abusive language is spoken, it's called ____________________.
Q6) When abusive language is written, it is called ____________________.
Page 11
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Chapter 10: Persuasive and Sales Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Which of the following sequences works best for most persuasive messages?
A) Motivate action, gain attention, build interest, request order
B) Gain attention, build interest, reduce resistance, motivate action
C) Build interest, gain attention, motivate action, reduce resistance
D) Gain attention, build interest, motivate action, request order
Q2) The first step in planning a persuasive message is determining the purpose since it establishes the strategy of the message.
A)True
B)False
Q3) The statement Did you know you can get home delivery of The Wall Street Journal for 40 percent less than the newsstand price?
A) builds interest with an expert opinion.
B) motivates action by telling readers how to save money.
C) gains attention by asking a question that focuses on reader benefits.
D) presents an indirect benefit.
Q4) If you enclose unsolicited merchandise with a sales letter, the receiver must either pay for it or return it.
A)True
B)False
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Chapter 11: Report and Research Basics
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) In which of the following situations should the direct pattern of organization be used for a business report?
A) When readers must be persuaded
B) When readers are unfamiliar with the problem
C) When readers may be disappointed or hostile toward the report's findings
D) When readers are familiar with the topic
Q2) In a business report, graphics can be used to clarify data, to make numeric data meaningful, and to create visual interest.
A)True
B)False
Q3) Business researchers use both primary and secondary data when preparing business reports.Compare these two types of data, describing each source and explaining when each would be used.Then give three examples of each type of data.
Q4) Michelle attended a professional conference and must submit a report to her supervisor.She should write an analytical report.
A)True
B)False
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Chapter 12: Informal Business Reports
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115 Flashcards
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Sample Questions
Q1) Which of the following is an example of an informational report?
A) A report recommending that an organization begin selling its stock to the public
B) A report describing a new procedure for processing payroll
C) A report analyzing reasons for a company's high turnover rate
D) A report determining which wireless carrier to use for the sales staff's smartphones
Q2) Capitalize all words in a heading, including articles, conjunctions, and short prepositions.
A)True
B)False
Q3) 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
Q4) Whenever possible, recommendations should be specific and practical.
A)True
B)False
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Chapter 13: Proposals, Business Plans, and Formal Business Reports
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) The ____________________ page of a formal proposal contains the name of the client organization, name of the author, and the date of submission.
Q2) Which statement does not describe the body of a formal business report?
A) Clear headings are used to explain each major section.
B) Evidence that justifies the conclusions is presented.
C) Research findings are discussed, analyzed, interpreted, and evaluated.
D) Incidental and supporting materials are placed strategically throughout the body of the report.
Q3) The ____________________ analysis section of a business plan should discuss market characteristics, trends, projected growth, customer behavior, complementary products and services, and barriers to entry.
Q4) 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.
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Chapter 14: Business Presentations
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) A group of new law school students were told Look to your right and look to your left.Only one of you will still be here in four years.This is an example of using ____ to build rapport.
A) a metaphor
B) personalized statistics
C) a personal anecdote
D) an analogy
Q2) Our new CEO acts like the coach of a football team is an example of a simile.
A)True
B)False
Q3) Select the most accurate statement about the question-and-answer period after an oral presentation.
A) Set a time limit for questions and answers.
B) Don't announce the question-and-answer period until the end of your presentation.
C) Don't repeat each question when it is asked because doing so wastes valuable time.
D) When answering the audience's questions, be sure to defend your position.
Q4) Multimedia slides, transparencies, handouts, and videos are all examples of ____________________ aids.
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Page 16
Chapter 15: The Job Search, Resumes, and Cover Letters
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Select the statement that best describes the summary of qualifications portion of a résumé.
A) Place the summary of qualifications at the bottom of your résumé to give it a strong ending.
B) A summary of qualifications makes your résumé easier to read.
C) Recruiters and hiring managers dislike the summary of qualification section because it adds to reading time.
D) Format the summary of qualifications section as one or two concise paragraphs.
Q2) Unsolicited cover letters should use the ____________________ pattern of organization.
Q3) Unsolicited letters of application should use a persuasive opening that will convince the person to read on.
A)True B)False
Q4) Today's technologies have made print-based résumés obsolete.
A)True
B)False
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Chapter 16: Interviewing and Following Up
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115 Verified Questions
115 Flashcards
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Sample
Questions
Q1) When the interviewer asks whether you have any questions at the end of the first interview, be sure to bring up salary and benefits.
A)True
B)False
Q2) If you've been interviewed by more than one person, send one thank-you message for the group to the organization's human resources department.
A)True
B)False
Q3) Well-prepared candidates have rehearsed success stories that they can use to sell their strengths during an interview.
A)True
B)False
Q4) Writing a follow-up letter after turning down a job offer is unprofessional and unnecessary.
A)True
B)False
Q5) ____________________ interviews use technology such as webcams to interview job candidates from a distance.
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