Professional Communication Review
Questions
Course Introduction
Professional Communication explores the principles and practices essential for effective communication in workplace settings. This course covers written, oral, and digital communication skills, emphasizing clarity, conciseness, and professionalism. Students will learn to craft well-structured emails, reports, and presentations while developing strategies for active listening, feedback, and conflict resolution. The course also addresses the ethical and cultural considerations vital to successful interaction in diverse professional environments, preparing students to convey information confidently and collaborate efficiently in their chosen fields.
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
Source URL: https://quizplus.com/study-set/318
Page 2
Chapter 1: Effective and Ethical Communication at Work
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5288
Sample Questions
Q1) An American sales team offended a group of Brazilian businesspeople by starting its sales presentation without first engaging in informal conversation as expected in the Brazilian culture.The communication barrier in this instance could be attributed to A) bypassing.
B) a lack of listening skills.
C) failure to recognize different frames of reference.
D) emotional interference caused when senders or receivers are distracted by internal feelings.
Answer: C
Q2) Many of today's companies have decreased the number of operating units and managers, thereby shortening lines of communication.
A)True
B)False
Answer: True
Q3) The verbal and nonverbal responses of the receiver create ____________________, which helps the sender know that the message was received and understood.
Answer: feedback
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3
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal,
and Etiquette Skills
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5289
Sample Questions
Q1) Which of the following statements about virtual meetings is most accurate?
A) Virtual meetings are rare in today's workplace.
B) It is almost impossible to exchange ideas, brainstorm, build consensus, or develop personal relationships virtually.
C) Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue.
D) Virtual meetings are generally held to coordinate team activities but not for any other purposes.
Answer: C
Q2) Use ____________________ time, the extra time you have between the speaker's ideas, to review what the speaker is saying.
Answer: lag
Q3) A meeting ____________________, which is distributed in advance of a meeting, lists date and place of the meeting, start time and end time, topics to be discussed, time allocated to each topic, and any premeeting preparation expected of participants.
Answer: agenda
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Page 4
Chapter 3: Intercultural Communication
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5290
Sample Questions
Q1) One attitude needed to achieve intercultural competence is ____________________, which requires us to support others positively with head nods, eye contact, facial expressions, and physical proximity.
Answer: supportiveness
Q2) Although nonverbal behavior is ambiguous within and between cultures, it still conveys meaning.
A)True
B)False
Answer: True
Q3) When discussing cultures, we should avoid making any generalizations.
A)True
B)False
Answer: False
Q4) Yung is a high-context communicator.He is likely to use spiral logic when thinking and making decisions.
A)True
B)False
Answer: True
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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) Badmouth, ticked off, and rip off are examples of unprofessional or ____________________-level diction.
Q2) A face-to-face conversation is considered a richer medium than a written report or proposal.
A)True
B)False
Q3) Nicole is putting together the results of a month-long study containing complex data on employee satisfaction.Which communication channel will she most likely use?
A) Memo
B) E-mail
C) Fax
D) Report
Q4) Business messages that inform explain procedures, announce meetings, answer questions, and transmit findings.
A)True
B)False
Q5) Because jargon can be confusing, it should never be used in business writing.
A)True
B)False
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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) In the indirect pattern, the main idea comes first, followed by details, explanation, or evidence.In the direct pattern the main idea follows the details, explanation, and evidence.
A)True
B)False
Q2) What type of outline shows how every item at every level relates to the whole?
A) Decimal outline
B) Alphanumeric outline
C) Scratch list
D) Web-based outline
Q3) Using a computer can help you create better written messages, oral presentations, and Web pages by helping you fight writer's block, develop an outline and organize ideas, make revisions, and
A) collect information manually.
B) determine the purpose of your message.
C) improve correctness and precision.
D) profile the audience for your message.
Q4) If you have any questions is an example of an independent clause.
A)True
B)False
Page 7
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Chapter 6: Revising Business Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Julia is sending a letter to a client.Before sending it, she wants to make sure that she has made her point in the fewest possible words.What is Julia checking for?
A) Conciseness
B) Format
C) Clarity
D) Vigor
Q2) ____________________, which are most often used in reports, provide a quick preview or review, help a reader separate major ideas from details, and enable a busy reader to skim familiar and less important information.They also help the writer organize carefully so that similar material is grouped together.
Q3) The sentence There are four new items that we will add to our menu next month could be made more concise by eliminating a(n)
A) redundancy.
B) flabby expression.
C) opening filler.
D) long lead-in.
Q4) ____________________ a document involves correcting its grammar, spelling, punctuation, format, and mechanics.
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Chapter 7: Electronic Messages and Digital Media
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Which of the following is the worst advice for e-mail users?
A) Make sure the most significant information will show on the first screen of an e-mail message.
B) Make your e-mail messages as long as possible to deliver all necessary information.
C) Use your electronic address book to store and access e-mail addresses of those you write to most frequently.
D) Remember that e-mail messages you send at work represent you and your employer.
Q2) Paper-based letters and interoffice memos are no longer used in today's workplace.
A)True
B)False
Q3) Really simple ____________________, a fast and easy way to search and manage information, is a data file format capable of transmitting changing Web content.
Q4) The best passwords use a combination of letters, numbers, and symbols.
A)True
B)False
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Chapter 8: Positive Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Which of the following statements about direct claims is most accurate?
A) Written claims are taken more seriously than claims made by phone or e-mail.
B) Direct claims require persuasion.
C) When you have a direct claim, your first step should always be to write a claim letter.
D) Direct claims should be written using the indirect pattern.
Q2) Not all businesspeople around the world appreciate the efficiency, straightforwardness, and conciseness in business letters that we appreciate in America.
A)True
B)False
Q3) Instructions will be most readable if the steps are presented in a horizontal list. A)True
B)False
Q4) Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.
Q5) Most internal messages are exchanged as e-mails or letters. A)True
B)False
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Chapter 9: Negative Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) When delivering bad news in other countries, communicators must remember that in many high-context cultures, saving ____________________ is important.
Q2) A message rejecting a request for favors, money, information, or action should begin with a statement such as Because our annual budget has already been approved, we are unable to donate to your worthwhile cause this year.
A)True
B)False
Q3) In a recommendation letter, Nathan falsely accuses former employee Caroline of treating her supervisor disrespectfully.This action is considered to be
A) slander.
B) libel.
C) a little white lie.
D) legitimate.
Q4) Organizations today are experimenting with delivering bad news through a variety of communication channels such as e-mail, video, webcasts, and voice mail.
A)True
B)False
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11
Chapter 10: Persuasive and Sales Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) You would like to invite a local forensic accountant to speak about this exciting field at the next monthly meeting of your student business club.Write a persuasive request letter to the accountant.Write the body of the letter, omitting the letter addresses, salutation, complimentary close, and enclosure line.
Q2) Never provide e-mail recipients a means for opting out of receiving your e-mail sales messages because you'll lose potential customers.
A)True
B)False
Q3) Which of the following would be the best way to begin a persuasive claim or complaint letter?
A) Open with an objective statement of the problem.
B) Open with a detailed chronology of what happened.
C) Open with a statement that clearly shows your frustration with the situation.
D) All of these choices would be effective ways to begin a persuasive claim letter.
Q4) Describe the difference between rational appeals and emotional appeals and explain when you would use each.Then write an example of each type of appeal.
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Page 12
Chapter 11: Report and Research Basics
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5298
Sample Questions
Q1) Documenting data is necessary in academic reports but not in business reports.
A)True
B)False
Q2) Lydia is anticipating the audience for a report she is writing.What question should she ask during this stage of the writing process?
A) What do my readers already know about my topic?
B) How will my readers react to the information in my report?
C) What sources will my readers trust?
D) Lydia should ask all these questions about her audience.
Q3) Companies rarely use social networking sites because of these sites lack formality.
A)True
B)False
Q4) Kayla has a large amount of quantitative data made up of exact figures to present in a report.Kayla should present this data using a(n)
A) pie chart.
B) line chart.
C) table.
D) organization chart.
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13
Chapter 12: Informal Business Reports
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Whenever possible, recommendations should be specific and practical.
A)True
B)False
Q2) Report recommendations should use command language such as Begin using social network sites to market our products and services to customers.
A)True
B)False
Q3) Which of the following situations would require a yardstick report?
A) Melinda reviews the company's books to verify the amount of sales tax paid.
B) Sam gathers information on three mid-range American-made automobiles to compare price, fuel economy, maintenance, insurance rates, and resale value before selecting a car for the company's sales force.
C) Vanessa presents data supporting the decision to open the company's newest restaurant in Charleston.
D) Dominique conducts a study to determine whether customers prefer to dine in a restaurant or have food delivered to their homes.
Q4) The most widely read portions of a report are the sections devoted to conclusions and ____________________.
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Chapter 13: Proposals, Business Plans, and Formal Business Reports
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5300
Sample Questions
Q1) Which of the following statements would not be appropriate for a transmittal letter or memo?
A) I would be glad to do follow-up research if required.
B) I appreciate the opportunity to have completed this research project.
C) This report investigating the need to relocate the corporate offices was authorized by Doug Peters.
D) The questionnaire shown here was used to collect data for this report.
Q2) Formal proposals differ from informal proposals in size and format only.
A)True
B)False
Q3) In a business plan, highlight your ____________________ statement, which should describe your business and explain the reasons it will succeed.
Q4) Informal proposals should close with a reminder of key benefits as well as a request for approval.
A)True
B)False
Q5) ____________________ are written offers to solve problems, provide services, or sell equipment.
15
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Chapter 14: Business Presentations
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5301
Sample Questions
Q1) Elliott will be giving a PowerPoint presentation in a lightened room.He should use light text on a dark background.
A)True
B)False
Q2) Jackson will be telling staff in his department about new equipment that will be installed soon.He expects his audience to be neutral about this information because the new equipment won't have a large effect on employees' day-to-day activities.What should Jackson do when delivering his presentation?
A) Be dynamic and entertaining, moving around and using large gestures.
B) Be warm, pleasant, and open; use lots of eye contact and smiles.
C) Save time at the end for audience questions.
D) Include humor, personal stories, and flashy visuals.
Q3) A friendly audience will respond best to a speaker who is calm and controlled and to one who speaks evenly and slowly.
A)True
B)False
Q4) Determining the ____________________ is the first and most important step in preparing for an oral presentation.
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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) Unsolicited cover letters should use the ____________________ pattern of organization.
Q2) Franav will be graduating soon and wants to use the Web to conduct his job search.What will probably be his best source for finding a job online?
A) Web sites such as Monster.com and CareerBuilder.com
B) Professional organization Web sites
C) Specific corporate Web sites
D) General search sites such as Google.com and Yahoo.com
Q3) Laura, after many years of staying home and raising her children, wants to return to the workplace.Because she does have some significant experience in the accounting field from many years ago, she should prepare a(n)
A) chronological style résumé.
B) scannable résumé.
C) online résumé.
D) functional style résumé.
Q4) A cover letter should motivate action in the closing paragraph by asking for a(n)____________________.
Q5) The main ____________________ of a résumé contains your name and contact information.
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Chapter 16: Interviewing and Following Up
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/5303
Sample Questions
Q1) What is the most effective way to handle an illegal or inappropriate question during an interview?
A) Refuse to answer the question because it is your legal right to do so.
B) If you find the question harmless and if you want the job, go ahead and answer it.
C) Inform the interviewer that the question is illegal and threaten a lawsuit.
D) Storm out of the room in anger; after all, you wouldn't want to work for a company with such low ethics.
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) Which of the following is one of the best ways to reduce anxiety during a job interview?
A) Remember that the interviewer is always in charge of the interview situation.
B) Prepare thoroughly by researching the company and preparing success stories.
C) Dress the way that company employees dress so that you will feel as if you fit in.
D) Have a good, stiff drink right before the interview begins.
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