Professional Communication
Exam Solutions
Course Introduction
Professional Communication is designed to equip students with the essential skills needed for effective and impactful communication in professional settings. The course covers a range of topics including verbal and non-verbal communication, writing clear and concise business documents, delivering persuasive presentations, participating in meetings, and understanding intercultural communication dynamics. Emphasis is placed on practical application, enabling students to develop confidence and proficiency in crafting emails, reports, proposals, and presentations tailored to diverse audiences. By the end of the course, students will have gained critical communication techniques vital for success in any professional environment.
Recommended Textbook
Business Communication Process and Product 7th Edition by Mary Ellen Guffey Dana Loewy
Available Study Resources on Quizplus
16 Chapters
1840 Verified Questions
1840 Flashcards
Source URL: https://quizplus.com/study-set/318
Page 2
Chapter 1: Effective and Ethical Communication at Work
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5288
Sample Questions
Q1) Flattened management hierarchies allow companies to react more quickly to market changes.
A)True
B)False
Answer: True
Q2) External communication includes sharing ideas and messages with superiors, coworkers, and subordinates.
A)True
B)False
Answer: False
Q3) E-mails, cell phones, spoken words, letters, Web pages, and reports are all examples of
A) messages.
B) channels.
C) encoding tools.
D) decoders.
Answer: B
Q4) ____________________ is the transmission of information and meaning from one individual to another.
Answer: Communication
To view all questions and flashcards with answers, click on the resource link above. Page 3
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal,
and Etiquette
Skills
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5289
Sample Questions
Q1) Listening to customers usually results in increased sales and profitability, as well as improved customer retention.
A)True
B)False
Answer: True
Q2) Deborah will be leading a committee meeting and wants to make sure it is effective and efficient.What should Deborah do to get the meeting started?
A) Wait until all participants arrive before beginning the meeting.
B) Give a quick recap to anyone who arrives late.
C) Go over ground rules at the beginning of the meeting.
D) Deborah should do all of these.
Answer: C
Q3) Good listening skills are needed for employees at every level.
A)True
B)False
Answer: True
Q4) ____________________ describes faulty decision-making processes by team members who are overly eager to agree with one another.
Answer: Groupthink
4
To view all questions and flashcards with answers, click on the resource link above.
Chapter 3: Intercultural Communication
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5290
Sample Questions
Q1) David is an analytical, action-oriented person and places great value on business messages that are objective, professional, and efficient.He is most likely part of a(n)____ culture.
A) low-context
B) spiral logic
C) high-context
D) intuitive
Answer: A
Q2) Suzanne was born and raised in the United States.Because she has been taught that it is best to be direct when speaking in the workplace, Suzanne expects her Vietnamese coworkers to share her belief.Suzanne's misconception is the result of A) tolerance.
B) stereotyping.
C) ethnocentrism.
D) prototyping.
Answer: C
Q3) One process for achieving intercultural competence is ____________________, which refers to the use of concrete and specific feedback.
Answer: descriptiveness
To view all questions and flashcards with answers, click on the resource link above.
Page 5
Chapter 4: Planning Business Messages
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5291
Sample Questions
Q1) Which of the following sentences uses conversational, middle-level diction?
A) Hey, dude! UR not gonna believe this! Come by 2C me B4 you leave 2day.
B) Salutations! I deem it possible that you will be perplexed by what has transpired on this very day. Please approach my office to confer with me before you depart for the present day.
C) Hello! You will not believe what I just learned. Drop by my office before you leave today to discuss it.
D) All of these sentences use conversational, middle-level diction.
Q2) A face-to-face conversation is considered a richer medium than a written report or proposal.
A)True
B)False
Q3) Robert is gathering data for a business proposal he is writing.Robert is in the first phase of the writing process.
A)True
B)False
Q4) The steps in the 3-x-3 writing process must be followed in order.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Organizing and Writing Business Messages
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5292
Sample Questions
Q1) Most business messages use the ____ paragraph plan because it clarifies the subject immediately.
A) dovetailing
B) pivoting
C) indirect
D) direct
Q2) If an audience will be unwilling, uninterested, displeased, disappointed, or hostile, the most effective organizational pattern is the
A) indirect pattern.
B) geographical pattern.
C) chronological pattern.
D) direct pattern.
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) A(n)____________________ is a group of sentences about one idea.
Q5) On the Senate floor is an example of a(n)____________________.
To view all questions and flashcards with answers, click on the resource link above. Page 7
Chapter 6: Revising Business Messages
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5293
Sample Questions
Q1) There are and it is are examples of unnecessary opening fillers.
A)True
B)False
Q2) At this point in time, due to the fact that, and feel free to are examples of A) redundancies.
B) flabby expressions.
C) long lead-ins.
D) opening fillers.
Q3) Lawrence is evaluating a report that he will be submitting to his supervisor.What should Lawrence ask himself during the evaluation process?
A) Will the report attract my supervisor's attention?
B) Will the report convince my supervisor that I am worth listening to?
C) How will I know whether the report is successful?
D) Lawrence should ask all of these questions.
Q4) The following sentence contains a redundancy: After studying the basic fundamentals of the provisions, I have decided to vote for the contract.
A)True
B)False
Q5) A shorter form for make a discovery of is to ____________________.
To view all questions and flashcards with answers, click on the resource link above. Page 8
Chapter 7: Electronic Messages and Digital Media
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5294
Sample Questions
Q1) Typical search engines favor Web resources that generate the most traffic.
A)True
B)False
Q2) Please let me know if I may be of further assistance is an example of an effective, professional closing for an e-mail message.
A)True
B)False
Q3) Victoria has asked your advice to make sure that the content and tone of her e-mail messages are professional.What would you tell her?
A) Use humor in your messages to make them enjoyable to read.
B) Don't send anything you wouldn't want published.
C) Don't worry about grammar, punctuation, and spelling unless you're writing to people outside the organization.
D) Use e-mail to avoid personal contact with your colleagues in order to save them time.
Q4) Writing skills are not as important in today's high-tech workplaces.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above.
9
Chapter 8: Positive Messages
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5295
Sample Questions
Q1) Which of the following is the best opening for an adjustment message?
A) We appreciate your message of March 2 wherein you let us know what happened while dining with us last month.
B) We have credited your account for $24 to refund your dining bill.
C) We are so sorry that you had a bad experience while dining with us last month.
D) Although we generally don't offer refunds, we're willing to make an exception in this case.
Q2) A statement such as Even though we normally don't repair printers that have been mishandled by their owners, we have decided to repair your printer this one time only is an effective way to grant a customer's claim because it shows generosity.
A)True
B)False
Q3) When writing business letters to foreign countries, use figures to express months and years such as 06/09/13 because figures are concise and easily recognized.
A)True
B)False
Q4) ____________________ messages describe how to complete a task.
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 9: Negative Messages
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5296
Sample Questions
Q1) To be ethical, you should tell your supervisor any negative information, even if it the information is about trivial, noncriminal mistakes or one-time bad behaviors.
A)True B)False
Q2) Showing thanks to the reader for doing business in the opening is a good way to start a negative-news letter.
A)True B)False
Q3) Morale can be destroyed when employees learn of major events affecting their jobs through the ____________________ or from news reports-rather than from management.
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) Your espresso maker cannot be repaired at our local facility uses ____________________-voice verbs to deliver the negative news.
Q6) ____________________ is the ability to understand and enter into the feelings of another.
To view all questions and flashcards with answers, click on the resource link above. Page 11
Chapter 10: Persuasive and Sales Messages
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5297
Sample Questions
Q1) Alisha is writing a sales message to advertise the services provided by the day spa she manages.In the letter she mentions rest, relaxation, and spoiling oneself for the day.Alisha is using what type of appeal?
A) Rational appeal
B) Emotional appeal
C) Dual appeal
D) Logical appeal
Q2) An example of an emotional appeal is You can reduce your gasoline expenses by installing our fuel-efficient tires on your vehicle.
A)True
B)False
Q3) The most important information in a news release should be
A) saved for the last paragraph for dramatic effect.
B) focused totally on selling the writer's company and its products.
C) concentrated at the beginning of the release.
D) highlighted briefly in the middle paragraphs.
Q4) When employees are asked to perform in a capacity outside their work roles or to accept changes that are not in their best interests, the ____________________ pattern is most effective.
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 11: Report and Research Basics
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5298
Sample Questions
Q1) Michelle attended a professional conference and must submit a report to her supervisor.She should write an analytical report.
A)True
B)False
Q2) Readers usually find reports organized in an indirect pattern most rational because this organizational pattern follows the normal thought process.
A)True
B)False
Q3) Use the color red in a visual aid to suggest positive values.
A)True
B)False
Q4) You should begin nearly every business report assignment by A) generating primary data.
B) asking your colleagues for help.
C) evaluating the available secondary data.
D) selecting the type of paper on which you'll print the report.
Q5) Evan is writing a short five-page report to a client.He should use the ____________________ format and print his report on company letterhead.
To view all questions and flashcards with answers, click on the resource link above. Page 13
Chapter 12: Informal Business Reports
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5299
Sample Questions
Q1) Rochelle is writing a report in which she will recommend a new procedure for processing customer returns.This is an example of an analytical report.
A)True
B)False
Q2) Whenever possible, recommendations should be specific and practical.
A)True
B)False
Q3) Agendas, minutes of meetings, progress reports, and procedures are usually organized by ____________________, which establishes a chronology of events.
Q4) Which of the following transitional expressions suggest cause and effect?
A) After, before, first, finally, now, previously, to conclude
B) For example, for instance, in other words
C) At the same time, but, however, though, yet
D) Accordingly, as a result, consequently, therefore
Q5) The arithmetic average of a group of figures is the ____________________.
Q6) Agendas, minutes of meetings, and progress reports are usually organized by component.
A)True
B)False
Page 14
To view all questions and flashcards with answers, click on the resource link above.
Chapter 13: Proposals, Business Plans, and Formal Business Reports
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5300
Sample Questions
Q1) Which of the following statements is most accurate?
A) Formal proposals generally contain both a table of contents and an index.
B) Tables of contents should include all headings and their beginning page numbers.
C) Items that appear before the table of contents (copy of RFP, letter of transmittal, abstract/executive summary, and title page) should also be included in the table of contents for clarity.
D) Do not list any appendixes in the table of contents.
Q2) In addition to the six parts of informal proposals, formal proposals often contain a number of special components.List five of these special components, and describe what information would be contained in each.
Q3) The appendixes of a business plan might include promotional materials and product photos.
A)True
B)False
Q4) The conclusions should always be placed in a separate section following the body of a formal business report.
A)True
B)False
Page 15
To view all questions and flashcards with answers, click on the resource link above.
Chapter 14: Business Presentations
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5301
Sample Questions
Q1) You will be presenting information to your staff about new benefit options, and you expect your staff members to be very pleased with the changes in their benefits package.What is the best advice for delivering your presentation?
A) Include objective data and expert opinions.
B) Include humor, personal examples, and experiences.
C) Present both sides of the issue.
D) Be controlled and do nothing showy.
Q2) 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
Q3) Good organization and intentional ____________________ are the two most powerful keys to audience comprehension and retention during an oral presentation.
Q4) ____________________ mail links a telephone system to a computer that digitizes and stores incoming messages.
To view all questions and flashcards with answers, click on the resource link above.
Page 16
Chapter 15: The Job Search, Resumes, and Cover Letters
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5302
Sample Questions
Q1) Which of the following is the best career objective for a résumé?
A) Seeking an entry-level position with the opportunity for advancement
B) A challenging position with a large company
C) Work as a team player for a company that values independent thinking
D) A human resources position assisting your company with employee recruitment, selection, background checks, and in-house training
Q2) It is not appropriate to list school, community, or volunteer activities on a professional résumé.
A)True
B)False
Q3) Select the correct statement about applying the final touches to your résumé.
A) Use personal pronouns such as I to describe your experiences on a résumé.
B) Seek the help of a résumé-writing service for a résumé that will stand out in a competitive job market.
C) Adding a touch of humor to your résumé is an effective way to demonstrate your personality to a potential employer.
D) Because it's probably the most important message you'll ever write, your résumé must be perfect.
To view all questions and flashcards with answers, click on the resource link above. Page 17
Chapter 16: Interviewing and Following Up
Available Study Resources on Quizplus for this Chatper
115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5303
Sample
Questions
Q1) Mahmoud sent a follow-up e-mail to his interviewer five days after the interview.Several weeks later, Mahmoud has still not heard from the employer.What action should Mahmoud take now?
A) Assume that no decision has been made yet and that a call could come soon.
B) Send the interviewer a rejection follow-up letter.
C) Show his frustration and determination by calling the employer at least once or twice a day for the next two weeks.
D) Assume that he didn't get the job and continue his job search.
Q2) Before an interview rehearse ____________________ stories, which are specific examples of your educational and work-related experience that demonstrate your qualifications and achievements.
Q3) If you are asked an inappropriate question during an interview, it is best to refuse to answer it.
A)True
B)False
Q4) To show your interviewer how successful you are, leave your cell phone on during the job interview.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 18