Professional Communication
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Course Introduction
Professional Communication is a foundational course designed to develop students' skills in effective verbal, nonverbal, and written communication within professional contexts. The course explores key principles such as audience analysis, clarity, conciseness, and ethical communication. Students will learn to craft professional documents, deliver impactful presentations, participate in meetings, and use digital communication tools commonly found in todays workplace. Through real-world scenarios and interactive exercises, students will enhance their ability to communicate confidently and efficiently across diverse professional environments.
Recommended Textbook
Essentials of Business Communication 10th Edition by Mary Ellen Guffey
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17 Chapters
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Page 2
Chapter 1: Communicating in the Digital Age Workplace
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Sample Questions
Q1) While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short sentences and familiar words. However, she noticed that the customer had a glazed expression and did not understand her. Zoe should
A) repeat what she has said in a louder voice.
B) graciously accept the blame for not making her meaning clear.
C) end the conversation until an interpreter can be found.
D) require the Italian businessperson to restate the message in simple words.
Answer: B
Q2) Which statement about ethnocentrism is most accurate?
A) Ethnocentrism occurs in only Western cultures.
B) Ethnocentrism does not exist in today's culturally diverse workplace.
C) Ethnocentrism causes us to judge others by our own values.
D) Ethnocentrism is the oversimplified perception of a behavioral pattern or characteristic applied to all groups.
Answer: C
Q3) ____________________ means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop this trait is to practice empathy.
Answer: Tolerance
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Page 3
Chapter 2: Planning Business Messages
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Sample Questions
Q1) The active voice is generally preferred in business writing.
A)True
B)False
Answer: True
Q2) Which of the following is not an element of the communication process?
A) Forming an idea
B) Selecting a communication channel
C) Displaying empathy
D) Providing feedback
Answer: C
Q3) Human Resources Manager Claire Siu must inform Anthony that company job changes will require him to seek retraining or lose his position. The best channel for Ms. Siu to deliver this message is
A) an e-mail message.
B) a face-to-face conversation.
C) a voice mail message.
D) an instant message.
Answer: B
Q4) ____________________ describes technical or specialized terms within a field. Answer: Jargon
Page 4
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Chapter 3: Organizing and Drafting Business Messages
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Sample Questions
Q1) A ____________________ sentence contains two independent clauses and one dependent clause.
Answer: compound-complex
Q2) Which of the following is a formal research method?
A) Talking with your boss
B) Investigating primary sources
C) Brainstorming
D) Looking in company files
Answer: B
Q3) The second phase of the 3-x-3 writing process begins with
A) analyzing the audience.
B) composing the message.
C) researching the topic.
D) organizing the message.
Answer: C
Q4) Passive voice should never be used in business writing.
A)True
B)False
Answer: False
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Chapter 4: Revising Business Messages
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Sample Questions
Q1) Nearly all text in Western cultures is aligned at the left and reads from left to right.
A)True
B)False
Q2) The dangers of using slang in business writing include
A) obscuring meaning.
B) using language that is too informal.
C) using words that quickly go out of fashion.
D) All answer choices are correct.
Q3) Clichés are
A) words originating from the French language.
B) overused expressions.
C) descriptive expressions used in business writing.
D) informal words with arbitrary and extravagantly changed meanings.
Q4) Which statement regarding headings is most accurate?
A) Headings provide visual distraction for readers; thus they should be avoided.
B) Headings appear most often in business letters.
C) Headings highlight information and improve readability.
D) Headings should be avoided in all business documents.
Q5) Empty space on a page is called ____________.
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Chapter 5: Short Workplace Messages and Digital Media
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Sample Questions
Q1) How do companies use wikis?
A) Companies share special deals and incentives in short messages of 140 characters or fewer.
B) Corporate teams respond to internal and external customers in rapid-fire posts to emergencies and other high-pressure situations.
C) Global companies share information between headquarters and satellite offices.
D) Companies post photos and biographies of their top-tier managers.
Q2) Instant messaging and text messaging are advantageous for all of the following reasons except
A) guaranteed privacy.
B) low cost.
C) immediacy.
D) speed.
Q3) Podcasts and wikis are part of the new user-centered virtual environment called A) the Total Network.
B) Web 2.0.
C) cloud computing.
D) VPN.
Q4) Facebook and Twitter are examples of ____________ sites.
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Chapter 6: Positive Messages
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Sample Questions
Q1) Which of these statements regarding the use of e-mail for goodwill messages is most accurate?
A) Because a handwritten note is most impressive, any goodwill message sent by e-mail must always be followed by a more formal handwritten goodwill message.
B) If you frequently communicate via e-mail with the intended receiver and are certain this e-mail will be received, you may send a goodwill message via e-mail.
C) E-mail should never be used for sending any type of goodwill message.
D) E-mail can be used for all types of goodwill messages except death condolences, for which a ready-made card is required.
Q2) Which of the following statements about claims is most accurate?
A) If you expect that your claim will be granted, a letter or e-mail message is not necessary.
B) Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.
C) All claim messages should be written using the indirect strategy.
D) Smart businesses dislike receiving claim messages because it means they did something wrong.
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Page 8
Chapter 7: Negative Messages
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Sample Questions
Q1) Which statement best demonstrates the use of positive wording?
A) Your request for an extended warranty has been rejected because we cannot find replacement parts for your specific product.
B) Unfortunately, we are unable to extend the warranty.
C) Although the warranty will not be extended, we are happy to replace your item with a similar product at no charge.
D) We regret to inform you that your request for an extended warranty has been denied.
Q2) Messages denying customer claims should clearly blame the customer to avoid company liability.
A)True B)False
Q3) When the bad news is insignificant and does not personally affect the receiver, you should use the ____________________ strategy to organize your negative news.
Q4) If your message may create a hostile reaction, you should use the indirect strategy.
A)True B)False
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Chapter 8: Persuasive Messages
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Sample Questions
Q1) The body of a persuasive request should motivate action.
A)True
B)False
Q2) Claim messages should include a blow-by-blow chronology of the details of the problem to adequately inform the reader of the problem.
A)True
B)False
Q3) When a manager writes a persuasive memo to employees using the indirect strategy, his or her goals are to present a strong but honest argument and to avoid manipulation or trickery.
A)True
B)False
Q4) When requesting a favor or action, you should discuss only the direct benefits to the reader because indirect benefits are not persuasive.
A)True
B)False
Q5) One tip for successful online sales messages it to provide a means to opt out.
A)True
B)False
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Chapter 9: Informal Reports
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Sample Questions
Q1) Feasibility reports are typically written for internal audiences.
A)True
B)False
Q2) Headings assist the report reader in understanding the organization of a report.
A)True
B)False
Q3) A summary should be as long as necessary to ensure that all illustrations, examples, and references used in the report or document are included within the summary.
A)True
B)False
Q4) Based on their function, business reports typically fall into one of two categories: instructional or persuasive.
A)True
B)False
Q5) One of the most important steps in the writing of a report is researching the report topic.
A)True
B)False
Q6) ____________________ reports present data without analysis or recommendations.
Page 11
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Chapter 10: Proposals and Formal Reports
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Sample Questions
Q1) Information that is common knowledge requires no documentation.
A)True
B)False
Q2) Primary research data can be defined as
A) information that comes from reading what others have experienced and observed.
B) information gained from firsthand experience and observation.
C) statistics collected during the first stage of research.
D) data received from the World Wide Web.
Q3) What type of graphic illustrates changes in data over time?
A) Line chart
B) Flowchart
C) Pie chart
D) Table
Q4) If you find information on the Web, you can be assured that it is reliable.
A)True
B)False
Q5) Commonly shared in online environments, a(n) ___________________ is a type of visual aid that combines images and graphic elements to present complex information in a format that is easy to understand.
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Chapter 11: Professionalism at Work: Business Etiquette, Ethics, Teamwork,
and Meetings
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Sample Questions
Q1) Which of the following is the best practice for a group when it begins a meeting?
A) Wait until all participants arrive.
B) Give a quick recap to anyone who arrives late.
C) Establish ground rules.
D) Start voting on items prior to holding any discussion.
Q2) Effective team members view participation in a team as an opportunity to compete with others.
A)True
B)False
Q3) To connect with distant team members across borders and time zones, many organizations are creating ____________________ teams. These teams work interdependently with a shared purpose across space, time, and organizational boundaries using technology.
Q4) Effective teams often have no formal leader.
A)True
B)False
Q5) ____________________ is the habit of using a rising inflection at the end of a sentence resulting in a singsong pattern that makes statements sound like questions.
Page 13
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Chapter 12: Business Presentations
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Sample Questions
Q1) Your audience analysis reveals that audience members will be friendly and interested in your topic. You should be
A) warm, pleasant, and open; and you should use a lot of eye contact and smiles.
B) be calm and controlled, and you should speak evenly and slowly.
C) controlled and do nothing showy; you should use confident, small gestures.
D) dynamic and entertaining; you should also use large gestures and move around.
Q2) If you make an error during your presentation, you will recover more rapidly and reconnect most effectively with your audience if you immediately issue a sincere apology.
A)True
B)False
Q3) Before you create a multimedia presentation, you must first analyze the speaking situation and determine the purpose of your slideshow.
A)True
B)False
Q4) The most effective multimedia presentations rely heavily on text, use frequent bulleted lists, and employ few graphics or images.
A)True
B)False
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Chapter 13: the Job Search and Resumes in the Digital Age
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Sample Questions
Q1) The purpose of a cover message is to
A) showcase an applicant's command of the English language.
B) secure a job interview.
C) introduce the résumé.
D) repeat the information presented on the résumé.
Q2) Another name for a letter of application is a(n) ____________________ message or letter.
Q3) Which of these résumé tips is most accurate?
A) Don't list awards and honors on a résumé; if you list them, you will appear to be bragging.
B) Omit school and community activities from your résumé because they are unrelated to your work experience.
C) Include your personal information (height, weight, and marital status) to give a potential employer a complete picture.
D) Improve the visual impact of your résumé by placing your employment achievements and relevant job duties in an easy-to-read bulleted list.
Q4) In the ____________________ of your cover message, you should promote your qualifications for the position.
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Page 15
Chapter 14: Interviewing and Following up
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Sample Questions
Q1) Recommended guidelines for completing application forms include which of the following?
A) Disregard questions that do not apply to you by leaving them blank.
B) Read the entire form before beginning to complete it.
C) Ignore misspellings because you are not expected to carry a dictionary.
D) Leave any questions about salary blank because they might limit what you will be paid.
Q2) Most employers contact job applicants by e-mail to set up interviews.
A)True
B)False
Q3) Which of the following is an example of a situational question?
A) If you were aware that a coworker submitted false data, what would you do?
B) What is your ideal work environment?
C) What do you predict for the future of our industry?
D) Tell me about a time when you dealt with confidential information.
Q4) Sending a thank-you note after an interview is a social nicety that distinguishes you from other candidates, but thank-you messages carry little weight in the hiring process.
A)True
B)False
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Chapter 15: Correction Symbols and Proofreading Marks
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Sample Questions
Q1) Melissa completed her undergraduate studies in May, she is now pursuing a master's degree in business administration is an example of a
A) complete sentence.
B) fused or run-on sentence.
C) fragment.
D) comma splice.
Q2) Most people are good listeners.
A)True
B)False
Q3) Communication begins when
A) an idea is put into words or conveyed through gestures.
B) the idea is sent through a communication channel.
C) the sender has an idea.
D) the receiver decodes the message.
Q4) Revise the following sentence to avoid misplaced modifiers: Waiting for the interview, sweat formed on Rich.
Q5) Well-designed documents increase readability and audience comprehension. A)True B)False
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Chapter 16: Document Format Guide
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Sample Questions
Q1) Thomas Schatz has five questions to ask his reader in a routine information-request message. What is the best way to present these questions?
A) As a separate enclosure
B) In a bulleted or numbered list in the body of his message
C) In paragraph form in the body of his message
D) In a follow-up e-mail
Q2) Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when each strategy would be appropriate \(\text {\underline{ and} }\)identify the organizational pattern for each strategy.
Q3) When a company is dealing with an internal crisis, the best way for the company to handle this crisis is to let employees and stakeholders find out about the problem through the office grapevine.
A)True
B)False
Q4) Which of the following is the most important part of a bad-news message?
A) A positive, forward-looking closing
B) A neutral buffer
C) An explanation of the reasons for the bad news
D) The bad news itself
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Chapter 17: Documentation Formats
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Sample Questions
Q1) What is the best advice to follow when integrating graphics in a report?
A) Always place graphics in the appendix of a report.
B) Mention the graphic in the text of the report.
C) Create graphics in only black and white so that the graphics do not distract the reader.
D) Do not include a title above any graphic because the graphic should be self-explanatory.
Q2) Individuals rather than teams generally produce quicker, more accurate decisions.
A)True
B)False
Q3) Bethany must write a formal business report and reveal the results of a year-long study on employee wellness at each of her company's five locations. What type of organizational pattern should she use?
A) Chronological
B) Topic/Function
C) Geographical
D) Simple/Complex
Q4) List and briefly describe\(\text {\underline{ two }}\) advantages of teams.
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