Professional Communication
Review Questions
Course Introduction
Professional Communication is designed to equip students with the essential skills necessary for effective communication in the workplace. The course covers a range of topics, including verbal and nonverbal communication, professional writing, presentation skills, interpersonal strategies, and the use of digital tools for collaboration. Students will learn how to tailor their messages for various audiences, craft persuasive emails and reports, and deliver impactful presentations. Emphasis is placed on cross-cultural communication and ethical considerations in professional contexts. Through practical exercises, case studies, and real-world scenarios, students will build confidence and competence in communicating professionally in diverse business environments.
Recommended Textbook
Business Communication Polishing Your Professional Presence 3rd Edition by
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Page 2
Barbara G. Shwom
Chapter 1: Developing Your Professional Presence
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Sample Questions
Q1) Active listening ________.
A) is the same as hearing
B) is an innate skill that involves "reading between the lines"
C) is a learned skill that requires focusing on the speaker
D) never involves feedback on the information
E) decreases the chances of correctly understanding the information
Answer: C
Q2) A plan for what and how to communicate is called what?
A) Purposefulness
B) Communication strategy
C) Audience orientation
D) Persuasion
E) Professionalism
Answer: B
Q3) Listening skills are critical for effective salespeople.
A)True
B)False
Answer: True
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Chapter 2: Working With Others: Interpersonal, Intercultural, and Team Communication
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Q1) Carol approaches a coworker,shaking her head as she does so.With a frown on her face,she angrily asks,"Did you finish the report yet?" Describe the nonverbal communication in this situation.How does it impact the meaning of Carol's words.
Answer: Nonverbal communication refers to messages that are conveyed through something other than words,like tone of voice,emphasis on words,facial expressions,gestures,body language,or other behavior.The question "Did you finish the report yet?" is direct but nonthreatening,if asked in a calm tone of voice with an indifferent expression on the face.When asked in an angry tone,with a frown,emphasizing the word "yet," while shaking the head,it becomes much more inflammatory.The nonverbal cues suggest a tone of judgment that the report should have already been completed,as well as scorn and anger that this is not yet done.
Q2) Which type of culture puts the good of the group before individual interests?
A) Individualism
B) High context
C) Polychronic
D) Collectivist
E) Monochronic
Answer: D
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Chapter 3: Managing the Communication Process
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Q1) Oral communication allows you to evaluate while you are delivering the message,while written communication allows you to evaluate before delivering your message.
A)True
B)False
Answer: True
Q2) Which of the following examples includes redundancies?
A) Past experience
B) Unprecedented progress
C) Considerable change
D) Adverse effect
E) Pleasant surprise
Answer: A
Q3) In the ACE process for communication,the second step is ________.
A) composing
B) cutting
C) collaborating
D) copying
E) considering
Answer: A
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Chapter 4: Communicating Routine Messages and Building
Goodwill
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Q1) In a survey of 500 business professionals,what percent would rather text than use voice mail?
A) 30
B) 40
C) 50
D) 60
E) 70
Q2) A routine informational message is likely to surprise or anger the audience.
A)True
B)False
Q3) What type of request message would benefit from more explanation and persuasion than usual?
A) When asking for a favor
B) When providing instructions
C) When responding to claims
D) When confirming information
Q4) How is the use of instant messaging (IM)at work different from the use of instant messaging in one's personal life? Provide examples.
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Q5) Discuss when it is unethical to use the blind carbon copy (bcc)feature in email.
Q6) Discuss routine messages and how a nonroutine issue should be responded to.
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Chapter 5: Communicating Persuasive Messages
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Q1) When using presentation software such as PowerPoint,each slide should support only one key idea.
A)True
B)False
Q2) In a persuasive message,showing your own emotional commitment to the idea that you want your audience to commit to ________.
A) tends to undermine its persuasive impact
B) will make your message more persuasive
C) is inappropriate and unprofessional
D) is not recommended in most cases
E) makes your audience think that you have a selfish motive behind suggesting this idea
Q3) With reference to Cialdini's techniques for appealing to emotion,which of the following is most likely to be involved in the technique of scarcity?
A) Including names and testimonials
B) Reminding your audience that they have made similar decisions in the past
C) Highlighting the exclusivity of your offer
D) Showing that you appreciate your audience
E) Giving people a gift with purchase
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Chapter 6: Communicating Bad News
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Q1) When conveying bad news,you should eliminate excess negatives to soften the blow of the news.
A)True
B)False
Q2) A positive closing to a bad-news message ________.
A) refers to the negative news
B) apologizes for the bad news
C) is forward-looking
D) downplays a "silver lining"
E) reiterates the circumstances of the problem
Q3) Instead of explaining the reason for a company policy when giving bad news,a more effective approach is to be to explain the policy.
A)True
B)False
Q4) When crafting an apology on behalf of the organization,experts suggest an indirect strategy.
A)True
B)False
Q5) Discuss why communications require evaluation.
Q6) Discuss whether or not an apology should be part of a bad-news message.
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Chapter 7: Using Social Media in Business
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Q1) Tweets are limited to 140 characters or less.Why do experts feel tweets should be even shorter?
A) Shorter tweets allow the user to send out several tweets in a row to "tell a story".
B) Shorter tweets aid in the ability to retweet the message.
C) Users have a short attention span and won't read a tweet of 100 or more words.
D) Twitter will automatically change links to a length of 22 characters.
E) Shorter tweets allow the use of more visual aids and emoticons.
Q2) When social media is used for marketing purposes,the main goal is to _____.
A) engage the audience
B) give the audience something of value
C) make the audience trust the company
D) motivate the browser to return to your site
E) inspire browsers to become customers
Q3) Before an organization begins to use multiple social media sites,the organization should develop core material to be shared over all sites,and other material that is unique to each site.
A)True
B)False
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Chapter 8: Finding and Evaluating Business Information
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Q1) Which research source is least credible and may affect how others in the organization view your level of professionalism?
A) Websites published by professional associations in the industry
B) Google
C) Newspapers
D) Research published in academic journals
E) Books by reputable authors
Q2) What is a federated search?
A) A search of free information available on the web
B) A search of available databased
C) A search of trade journals
D) A search of the cloud
E) A search of wikis
Q3) What type of advantage does observation offer that surveys and interviews do not?
A) Observations take less time to conduct
B) Observations provide objective numerical data
C) Observations identify why something is done, not just how
D) Observations can provide more accurate information on how something is done
E) Observations can be used as secondary research
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Chapter 9: Preparing Persuasive Business Proposals
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Q1) When a proposal is unsolicited ________.
A) the audience will explicitly state their requirements
B) the audience will hint at their requirements
C) you will not be able to address audience requirements
D) you will need to brainstorm the audience's requirements
E) the audience benefits are not expected to be addressed
Q2) Well written proposals include a specific course of action for an organization and show the audience how this course of action makes sense,creating a stronger _____.
A) probability of success
B) understanding of how others have benefited from a similar experience
C) justification for price
D) ability to enforce the sales contract
E) sense of integrity
Q3) How should a writer prepare to write a response to an RFP?
Q4) A proposal must provide details about how it will be implemented and explain costs. A)True
B)False
Q5) How can the ACE process help a writer when submitting an online proposal?
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Chapter 10: Preparing Business Reports
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Q1) ________,or citing your sources,is a key part of all writing in academia and most professional writing.
A) Paraphrasing
B) Plagiarizing
C) Abstracting
D) Quoting
E) Documenting
Q2) Discuss the advantages and disadvantages of alternatives when distributing a document online.
Q3) When choosing the best medium to use in transmitting a report,a writer should consider length,audience,and _____.
A) technology
B) location
C) formality
D) deadlines
E) subject matter
Q4) Data can be illustrated and summarized through the use of infographics.
A)True
B)False
Q5) Discuss the advantages of appropriate documentation.
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Chapter 11: Preparing and Delivering Business Presentations
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Q1) A presenter should avoid speaking slowly,especially at the beginning of the presentation.
A)True
B)False
Q2) How can a presenter motivate the audience to care about the presentation?
A) Provide a framework for the presentation
B) Ask questions of the audience
C) Limit the number of key points
D) Make it valuable to the audience
E) Compose a memorable conclusion
Q3) Which of the following guidelines should be followed to use your voice effectively during a presentation?
A) Speak to the front of the room because it will help you adjust your volume.
B) Modulate your voice.
C) Avoid speaking slowly, especially at the beginning of the presentation.
D) Avoid pausing intentionally.
E) Maximize the use of verbal tics.
Q4) How would you plan an effective Q&A session for both individual and team-led presentations?
Q5) Discuss why and how you should incorporate animation into a presentation.
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Chapter 12: Communicating Your Professional Brand: Social
Media, Résumés, Cover Letters, and Interviews
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Q1) You should analyze a job advertisement for the keywords that outline the job requirements so that you can demonstrate in your cover letter how you exemplify them.
A)True
B)False
Q2) Which of the following is an appropriate tip to be followed by men while dressing for an interview?
A) Ensure that your belt is in contrast with your shoes.
B) Wear both belt and suspenders.
C) Ensure that your shoes are much lighter than your suit.
D) Avoid wearing any jewelry other than a watch and a wedding ring or class ring.
E) Avoid wearing dark colored shoes.
Q3) Exaggerating on your résumé ________.
A) is acceptable to a given level
B) is often overlooked if the information is trivial
C) is acceptable if the information pertains to your previous job but not current job
D) can't hurt you after you have been given the job
E) can be perceived as lying by potential employers
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