Communication for Business Professionals Exam Preparation Guide
Course Introduction
Communication for Business Professionals explores the essential principles and practices of effective communication within the business environment. The course covers topics such as verbal and non-verbal communication, business writing, presentations, intercultural communication, teamwork, negotiation, and the use of digital communication tools. Students will learn how to tailor their messages for different business contexts, develop strong interpersonal skills, and use communication strategies to solve problems and drive organizational goals. Through practical exercises, case studies, and real-world scenarios, participants will enhance their ability to convey ideas clearly, build professional relationships, and contribute to a positive and productive workplace environment.
Recommended Textbook
Essentials of Business Communication 10th Edition by Mary Ellen Guffey
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Chapter 1: Communicating in the Digital Age Workplace
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Sample Questions
Q1) Suzanne wants to make a good impression during a job interview. What should she do?
A) Avoid eye contact with her interviewer to show respect.
B) Slump down in her chair to show that she's relaxed.
C) Wear professional business attire.
D) Ask the interviewer to lunch.
Answer: C
Q2) Our culture molds the way we think, behave, and communicate.
A)True
B)False
Answer: True
Q3) Communication skills
A) are not as important as technical skills for career success.
B) are not necessary in today's competitive job market.
C) are ranked by recruiters at the top of qualities they most desire in job seekers.
D) cannot be learned; they are innate.
Answer: C
Q4) ____________________ involves storing applications and data in remote locations.
Answer: cloud computing
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Chapter 2: Planning Business Messages
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Sample Questions
Q1) Empathy, which increases the likelihood of a successful message, occurs when writers put themselves in the audience's shoes when creating the message.
A)True
B)False
Answer: True
Q2) Communication is defined as "the transmission of information and meaning from one individual or group to another." The crucial element of this definition is A) transmission.
B) information.
C) meaning.
D) individual.
Answer: C
Q3) The final task in the third phase of the writing process is evaluating your message to decide whether it accomplishes your goal.
A)True
B)False
Answer: True
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Chapter 3: Organizing and Drafting Business Messages
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Sample Questions
Q1) The following sentence effectively uses a stylistic device to de-emphasize the bad news: Although we don't have any available positions at this time, we were pleased to receive your application and will keep it on file for six months.
A)True
B)False
Answer: True
Q2) Quality Building Materials Inc. has developed a new whole-house weather blanket and needs to determine the price point at which builders would switch to this new product. The best research method for this is a(n)
A) manual search of other companies' price lists.
B) interview with a local builder.
C) Internet search of insulation values for weather blankets.
D) scientific experiment that presents price choices with controlled variables.
Answer: D
Q3) All support sentences in a paragraph must relate to the topic sentence.
A)True
B)False
Answer: True
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5
Chapter 4: Revising Business Messages
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Sample Questions
Q1) ____________________, which appear most often in reports, are an effective tool for highlighting information and improving readability because they encourage the writer to group similar material together and help readers separate major ideas from details.
Q2) The best way to judge the success of your communication is through feedback.
A)True
B)False
Q3) Microblogging
A) is illegal in businesses today.
B) involves adding website links to a blog to encourage feedback from others.
C) consists of short messages exchanged on social media networks.
D) is performed by only corporate officials who write comments about their companies.
Q4) Well-designed documents enhance readability and comprehension and
A) make readers think the writer is a well-organized and intelligent person.
B) guarantee reader acceptance.
C) increase the intelligence level of the reader.
D) avoid the use of white space.
Q5) ____________ is the process of determining whether your message attracts the reader's attention and achieves its purpose.
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Chapter 5: Short Workplace Messages and Digital Media
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Q1) Most e-mails should be organized using the indirect organizational strategy.
A)True
B)False
Q2) Companies use blogs for all of the following reasons except
A) communicating internally with employees.
B) conducting job interviews.
C) recruiting.
D) researching target markets and products.
Q3) Which of the following statements about communication in today's workplace is most accurate?
A) Despite the increased use of social media networks, companies are reluctant to use social media sites such as Facebook and Twitter to conduct business.
B) Individuals are using more mobile electronic devices to communicate with others.
C) Because individuals are more dispersed, messages are longer and less frequent.
D) Because of social media networks, today's communication includes more one-on-one conversations.
Q4) Facebook and Twitter are examples of ____________ sites.
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7
Chapter 6: Positive Messages
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Sample Questions
Q1) I'm sorry for any inconvenience we may have caused is an effective apology statement to include in an adjustment message.
A)True
B)False
Q2) Instructions should be divided into a series of steps, and then each step should be written in the imperative mood, which means it is written as a command.
A)True
B)False
Q3) When service is involved in a claim, you should
A) demand a full refund of the service fee and a repeat service call.
B) avoid naming the service representatives involved or otherwise identifying responsible company employees.
C) cite names of individuals spoken to and dates of calls.
D) enclose a photograph of yourself crying or suffering other severe emotional distress because of the poor service.
Q4) Most workplace communications will involve routine messages that are positive or neutral. Therefore, they should be organized using the ____________________ strategy.
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Chapter 7: Negative Messages
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Sample Questions
Q1) Although businesses may find complaints about their products and services on sites such as Twitter and Facebook, wise businesses should never respond to such complaints in the cyber world.
A)True
B)False
Q2) Although a reasons-first approach and tactful tone preserve friendly relations with customers, these techniques are not useful for bad-news messages inside an organization.
A)True
B)False
Q3) Only business executives and managers must deliver bad news.
A)True
B)False
Q4) Smart managers deliver bad news to employees promptly and honestly because receiving bad news via the grapevine can seriously damage workplace morale.
A)True
B)False
Q5) Using a(n) ____________________-voice verb enables you to depersonalize an action and cushion the bad news.
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Chapter 8: Persuasive Messages
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Sample Questions
Q1) As a manager, Mary must inform her production employees that they will need to work extra hours to meet a customer's order. Mary's message will be most effective if she uses warm words and a conversational tone.
A)True
B)False
Q2) All of the following messages to subordinates would use the indirect strategy except A) instructions to operate the new phone system installed in all offices.
B) suggestions to begin an exercise program in conjunction with the new health insurance plan.
C) requests to contribute to the organization's United Way campaign goal.
D) discussion of their opportunities to participate in a company-sponsored charity event.
Q3) Online sales messages are generally much longer than direct-mail messages. A)True
B)False
Q4) The body of a persuasive request should motivate action.
A)True
B)False
Q5) You should motivate action in the ____________________ of a persuasive request.
10
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Chapter 9: Informal Reports
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Q1) The manuscript format is appropriate for longer, more formal reports.
A)True
B)False
Q2) The format of a report depends primarily on
A) its topic, recommendations, and organizational pattern.
B) the writer's command of the English language.
C) its length, topic, audience, and purpose.
D) the amount of time the writer devotes to the writing process.
Q3) One of the most important steps in the writing of a report is researching the report topic.
A)True
B)False
Q4) Informational reports often describe periodic, recurring activities as well as situational, nonrecurring events.
A)True
B)False
Q5) Minutes summarize the proceedings of meetings.
A)True
B)False
Q6) ___________________ data result from firsthand experience and observation.
Page 11
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Chapter 10: Proposals and Formal Reports
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Q1) Pie charts are an effective visual to demonstrate a procedure.
A)True
B)False
Q2) The major advantage of line charts is that they
A) compare related items.
B) present large amounts of data.
C) show the proportion of parts to a whole.
D) demonstrate trends.
Q3) Secondary data come from reading what others have published, experienced, or observed.
A)True
B)False
Q4) Smart writers incorporate visuals and graphics in a report because they know that visuals and graphics can
A) clarify data.
B) make complex data easy to understand.
C) add visual interest.
D) All answer choices are correct.
Q5) The gathering of information is called ____________________.
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Chapter 11: Professionalism at Work: Business Etiquette, Ethics, Teamwork,
and Meetings
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Q1) When answering a phone call for a coworker, be honest and tell the receiver the exact whereabouts of your coworker.
A)True
B)False
Q2) Which statement about professionalism is most accurate?
A) Professionalism refers to those behaviors exhibited only to customers.
B) Professionalism describes desirable workplace behavior.
C) Professionalism emphasizes hard skills or technical knowledge desired by employers.
D) Professionalism is important only in large companies.
Q3) Interpersonal skills such as working in teams, possessing a positive attitude, prioritizing work tasks, listening, and demonstrating workplace manners are all examples of ____________________ skills.
Q4) What is the first thing you should do before making a business telephone call?
A) Prepare an appropriate opening.
B) Ask yourself if the phone call is necessary.
C) Decide what you're going to say after the receiver answers.
D) Write down the ideas you want to discuss so that you don't forget them.
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Chapter 12: Business Presentations
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Sample Questions
Q1) Roberto is preparing a PowerPoint multimedia presentation for a multicultural audience. He must choose his background colors carefully.
A)True
B)False
Q2) By preparing a visually appealing multimedia presentation and ensuring that each slide is great looking, you can compensate for thin content.
A)True
B)False
Q3) Lindsay plans to give her audience a handout with images of her PowerPoint slides. Lindsay should distribute this handout after her presentation to maintain audience control.
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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Page 14
Chapter 13: the Job Search and Resumes in the Digital Age
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Sample Questions
Q1) In the body of a cover message, you should
A) repeat the information presented on your résumé.
B) explain why you need a job.
C) emphasize writer benefits because hiring officers want to know what appeals to you about this particular company.
D) demonstrate your qualifications and show how they fit the targeted job.
Q2) Which of the following statements describing employment achievements would be most effective on a résumé?
A) Directed work flow and scheduling for emergency room personnel
B) Performed preventative maintenance on production equipment
C) Achieved 125 percent of production goal for three consecutive quarters
D) Knowledgeable in a variety of production processes and Just-in-Time theories
Q3) Which of the following is considered unethical on a résumé?
A) Misrepresenting a job title to make it sound more important
B) Extending employment dates to avoid showing periods of unemployment
C) Making your job duties sound more impressive and responsible than they really were
D) All answer choices are unethical.
Q4) The ____________________ job market consists of jobs that are not announced or advertised.
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Chapter 14: Interviewing and Following up
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Sample Questions
Q1) In a job acceptance letter, your tasks are
A) accepting the position, asking for clarification as needed, and expressing appreciation.
B) thanking the interviewer for the interview and job offer and accepting the position.
C) confirming your acceptance, reviewing salary and benefits, and affirming the start date.
D) noting the job offer date, specifying the job acceptance date, and agreeing to the job start date.
Q2) Because many companies now use social networking sites to screen job candidates, what is the best advice you should follow to project a positive image?
A) Join as many groups or fan pages as possible to demonstrate your popularity.
B) Make your personal social networking pages available to all individuals.
C) Remove any photos, content, and links that could make you look unprofessional.
D) Update your status about your current job search frequently so that your friends and family know how things are going.
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Chapter 15: Correction Symbols and Proofreading Marks
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Sample Questions
Q1) Revise the following sentence to express the idea using the "you" view: All applicants must complete the attached form by December 1.
Q2) Business messages should be
A) writer oriented.
B) purposeful.
C) complex.
D) lengthy.
Q3) The most important dimension of culture is A) time orientation.
B) context.
C) individualism.
D) power distance.
Q4) All of the following are advantages of the direct strategy except A) saving the reader's time.
B) respecting the feelings of the audience.
C) setting a proper frame of mind.
D) reducing frustration.
Q5) Active-voice verbs are preferred in business writing. A)True
B)False
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Chapter 16: Document Format Guide
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Sample Questions
Q1) Although many companies try to deal with disappointed customers by calling them immediately, written messages are also used to
A) promote good relations.
B) formally confirm follow-up procedures.
C) establish a record of the incident.
D) All answer choices are reasons for written messages.
Q2) When you write a claim or complaint letter, an effective persuasive technique is using words and phrases that clearly display how angry you are about the situation.
A)True
B)False
Q3) Rewrite the following poorly written opening to an adjustment letter responding to a claim. Write the opening sentence only.
We are extremely saddened to learn of the unfortunate failure of your TravelerXtra smartphone, and we apologize for any inconvenience it has caused you. Although company policy typically prevents us from offering a total replacement at no cost to you for defective products, we'll make an exception in your case. Therefore, we have enclosed a voucher for a new TravelerXtra smartphone that you can take to our store nearest you.
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Chapter 17: Documentation Formats
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Sample Questions
Q1) Describe \(\text {\underline{ one} }\)effective technique to gain audience rapport in a presentation.
Q2) Business reports vary in length, purpose, and delivery format.
A)True
B)False
Q3) When answering interview questions, feel free to openly admit some weaknesses to show that you are human.
A)True
B)False
Q4) Analytical reports present data without analysis or recommendations.
A)True
B)False
Q5) One of the best online sources for jobs is a company's own website.
A)True
B)False
Q6) Describe the functional résumé and explain its advantages for recent college graduates.
Q7) The richest communication channel is e-mail.
A)True B)False
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