Professional Communication
Exam Answer Key
Course Introduction
Professional Communication is designed to equip students with the essential skills and strategies required to communicate effectively in diverse workplace environments. The course covers a range of topics including verbal and non-verbal communication, business writing, presentations, active listening, intercultural communication, teamwork, and digital communication etiquette. By engaging in practical exercises, group discussions, and real-world case studies, students learn to craft clear messages, adapt their style to various audiences, and build strong professional relationships. Emphasis is placed on ethical communication and problem-solving, preparing students to navigate the complex demands of modern professional environments with confidence and competence.
Recommended Textbook
Business and Administrative Communication 10th Edition by Kitty Locker
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Page 2
Chapter 1: Succeeding in Business Communication
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Sample Questions
Q1) What are some of the criteria for an effective message?
Answer: Good business and administrative communication meets five basic criteria.First,it is clear.The meaning the audience gets is the meaning the communicator intended.It prevents the audience from guessing.Second,it is complete.All of the audience questions are answered and it has enough information to evaluate the message and act on it.Third,it is correct.All of the information in the message is accurate and the message is free from errors in spelling,grammar,word order,and sentence structure.Fourth,it saves the audience's time.The style,organization,and visual or aural impact of the message helps the audience read or hear,understand,and act on the information as quickly as possible.Fifth,it builds goodwill.The message presents a positive image of the communicator and his or her organization.It treats the receiver as a person,not a number.It establishes a good relationship between the communicator and the receiver.
Q2) Poor writing may need to be rewritten and frequently cycled to other people for help. A)True
B)False
Answer: True
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Page 3
Chapter 2: Adapting Your Message to Your Audience
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Q1) Ally Hale needs to prepare a presentation to motivate members of the sales team to achieve their monthly target of selling a savings banking account.The savings account is popular among high-end customers and large corporate houses.What steps should Hale adopt which will help her achieve this objective?
Answer: While writing the presentation,Hale should emphasize on the extrinsic motivators such as commission or a trip abroad to those who make the highest number of sales.She also should stress on intrinsic factors such as recognition and increased value to the organization.The product is popular among high profile clientele and she needs to mention the benefits of selling the product as an opportunity to strengthen relationships with esteemed clients.She should also list out the benefits in the document with clear logic and adequate detail.In addition,Hale should use you-attitude to communicate with the audience and get their attention.Students' answers may vary.
Q2) While writing for multiple audiences,it is vital to organize the message based on the decision makers' attitudes toward it.
A)True
B)False
Answer: True
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Page 4
Chapter 3: Building Goodwill
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Sample Questions
Q1) What are passive verbs and impersonal expressions? When should they be used in a message?
Answer: Passive verbs describe the action performed without necessarily talking about who performed it.Impersonal expressions omit people and talk about things.It is best to use passive verbs and impersonal expressions when the audience is at fault and one needs to avoid assigning blame.One can protect the audience's ego by using an impersonal expression,one in which things instead of people do the talking.
Q2) Impersonal expressions omit things and focus on talking about people.
A)True
B)False
Answer: False
Q3) Which of the following does revisions in you-attitude result in?
A) Changed meaning of a sentence
B) Shorter, crisper sentences
C) Reduction of information
D) Creation of vague concepts
E) More information
Answer: E
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Chapter 4: Navigating the Business Communication Environment
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Q1) Inattention and emotions can cause listeners to misinterpret a speaker.
A)True
B)False
Q2) Nonverbal language has explicit meaning and can never be misinterpreted.
A)True
B)False
Q3) Which of the following is true of acknowledgement responses?
A) They are the same in all cultures.
B) They may comprise of smiling or frowning.
C) They help carry a message that one is talking.
D) They involve thinking about ideas.
E) They involve performing a task.
Q4) How can nonverbal communication help us in a business environment?
Q5) In order to reduce listening errors,one should ignore instructions that seem unnecessary.
A)True
B)False
Q6) Discuss the trend of globalization and outsourcing.
Page 6
Q7) What are some things one should avoid saying in order to prevent blocking communication? Explain.
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Page 7
Chapter 5: Planning, Composing, and Revising
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Q1) Which of the following is true of readability formulas?
A) They attempt to measure objectively how easy something is to read.
B) They take many factors into account and are an efficient guide to good style.
C) They avoid depending on analyzing word length and sentence length.
D) They take into account factors that influence the complexity of ideas.
E) They consider the layout and design of a document while analyzing it.
Q2) List the guidelines that need to be followed for sentence length and structure.
Q3) The process of drafting,getting feedback,revising,and getting more feedback is known as _____.
A) framing B) cycling
C) kerning
D) typesetting
E) typefacing
Q4) What are simple,compound,and complex sentences? Explain.
Q5) In order to change from passive voice to active voice,one needs to make the agent the new subject.
A)True
B)False
Q6) Is beginning a sentence with words "and","but",or "also" recommended? Explain.
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Chapter 6: Designing Documents
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Q1) Lesley Jameson works for "Stop!" a boutique for clothing,and has been asked by her manager to write a report on "Growth of Stop! in the last 5 Years." What does Jameson need to do which will create white space in her document and make it easier to read? Explain with examples.
Q2) White space in a document can be created by eliminating headings and using uniform paragraph lengths.
A)True B)False
Q3) In a single-spaced letter or memo,one should:
A) type main headings with the same font as that of the body.
B) add double-space between the heading and the text that follows.
C) type the body of the memo in capitals to emphasize important data.
D) use subheadings if there is only one subdivision under the heading.
E) add single-space between previous text and the heading in single-spaced text.
Q4) People are more likely to read brochures if the text engages their attention. A)True B)False
Q5) Violating conventions is risky because they may not be interpreted correctly. A)True B)False
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Chapter 7: Communicating Across Cultures
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Q1) Anthropologist Edward Hall states that culture has five main dimensions i.e.,power/inequality,individualism/collectivism,masculinity/femininity,uncertainty avoidance,and long-term/short-term orientation.
A)True
B)False
Q2) A reason why gestures should be used when language fails to convey a message is that they have the same connotation in all countries.
A)True
B)False
Q3) Sandra Davis is currently doing her degree in public relation and communication.She has been faring well in her papers and often receives high grades during exams.Once she completes her studies,she intends to pursue a strong international career which gives her substantial exposure.What does she need to do in addition,which will help her in an international career experience?
Q4) How do differed views of time affect business communication? Explain.
Q5) A source of growing emphasis on diversity is gender and sexual orientation.
A)True
B)False
Q6) How can body language be used to communicate one's feelings?
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Chapter 8: Working and Writing in Teams
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Q1) Successful teams analyze their tasks thoroughly before they begin to search for solutions.
A)True
B)False
Q2) Regular feedback is a good way to keep team members contributing their share of work in a timely fashion.
A)True
B)False
Q3) Kimberly Thompson who works for Green Planet,an environmental organization in Madrid,is working on a project where the team is currently allocating roles and clarifying nature of tasks for each member in the team.In addition,they decide that team members will meet every Monday to discuss their progress and setbacks faced.Which of the following phases is Thompson working on?
A) Formation
B) Coordination
C) Finalization
D) Formalization
E) Interpersonal
Q4) What does groupthink mean? Explain with the help of an example.
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Chapter 9: Sharing Informative and Positive Messages With Appropriate Technology
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Q1) For which of the following purposes are e-mails commonly used?
A) To avoid leaving behind a paper trail
B) To ensure readers respond immediately
C) To solve a problem when time is crucial
D) To undertake controversial activities
E) To save time and money
Q2) Face-to-face visits are a good choice of communication when:
A) one needs something urgently.
B) one wants to leave a paper trail.
C) one's purpose is not to build a work relationship.
D) one wants interaction to be the least intrusive.
E) communication is short and noncritical.
Q3) While sending messages with an attachment,one should avoid the most vital information in the e-mail.
A)True
B)False
Q4) An informative message has the primary purpose of deemphasizing any negative elements.
A)True
B)False
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Chapter 10: Delivering Negative Messages
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Q1) Jessica George has been a loyal customer of the International Bank of Japan for over ten years now.Over the years,she has never faced any major problem with the bank.However,when she applied for a house loan recently,her request got rejected.Which of the following is most likely to be a psychological reactance by George toward the bank?
A) Recommending the bank's customer service to a friend
B) Opening a current account there to help grow her money better
C) Closing her current account and switching to another bank
D) Opting for Internet banking to keep track of her expenses
E) Discussing with the loan manager why her application was rejected
Q2) Which of the following needs to be followed while creating a subject line for a negative message?
A) Use a generic subject line when readers may ignore the message
B) Use a negative subject line when the reader needs the information to make a decision
C) Use a neutral subject line in order to ensure the reader reads the message
D) Use an ambiguous subject line when the reader needs to make a decision
E) Use a neutral subject line so that it stands out and draws the reader's attention
Q3) What is the importance of tone in a negative message?
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13
Chapter 11: Crafting Persuasive Messages
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Q1) A problem-solving pattern should be used in a persuasive message when:
A) an audience readily agrees to do as a message asks.
B) an audience finds a task easy to perform.
C) logic is more important than emotion in the decision.
D) an audience is easily convinced about a message.
E) feelings are more crucial than rationale in a judgment.
Q2) Lisa Edwards is an advertising executive and needs to give a presentation on launching a line of spring clothing.She knows that her presentation needs to present important statistics and figures to support her arguments.However,she intends to convince her audience primarily by using emotional appeal.Which of the following sentences can help her in connecting with the audience through emotional appeal?
A) "We will save 20 percent labor costs if we launch our line by mid-September."
B) "We have a total of 20 years of experience in advertising in the country."
C) "We will use eco-friendly raw materials to help conserve the environment."
D) "We have an experience of working with companies like Campbell and Co."
E) "We strive to achieve a profit of $85,000 from our spring line of clothing."
Q3) Explain how to organize a persuasive direct request.
Q4) What are some of the key guidelines to follow while raising a fund-raising appeal?
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Page 14
Chapter 12: Building Resumes
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Sample Questions
Q1) When should one use a chronological résumé and a skills résumé?
Q2) What sections do résumés commonly include?
Q3) It is not necessary to use prescribed forms,layouts,or wording in job communications since they should be tailored to your unique qualifications and reflect on you as an individual.
A)True
B)False
Q4) You should use a separate piece of paper for a two-page résumé,rather than printing on the back side of a single page.
A)True
B)False
Q5) "SLC,Utah" is an example of the proper way to present the city and state as part of your address in a résumé.
A)True
B)False
Q6) Use all present tense verbs in your résumé,when describing all the jobs and positions you have held.
A)True
B)False
Page 15
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Chapter 13: Writing Job Application Letters
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Q1) Job application letters are prepared and submitted in place of a résumé.
A)True
B)False
Q2) How should you organize a solicited job letter?
Q3) Which of the following is unacceptable when e-mailing a job application letter?
A) Including your name as part of the subject line
B) Putting your name at the end of the message
C) Using line length of 65 characters
D) Including smiley faces and other emoticons
E) Using standard business letter features
Q4) Which of the following is recommended in terms of paragraph length for a job application letter?
A) Long paragraphs in the body should cover at least two topics each.
B) All paragraphs should be similar in length to show paragraph unity.
C) If a paragraph covers two or more subjects, divide it into two or more paragraphs.
D) The last paragraph should be long since it provides a comprehensive summary.
E) Keep your first and last paragraphs fairly long but not more than eight typed lines.
Q5) What do you need to know to adapt your letter to a specific organization?
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Chapter 14: Interviewing, writing Follow-Up Messages, and Succeeding in the Job
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Q1) What are some etiquette one should follow during interviews which involve meals and semisocial occasions?
Q2) _____ emphasizes on one desired aspect of a candidate's career.
A) Reference interview
B) Topgrading interview
C) Focused interview
D) Stress interview
E) Behavioral interview
Q3) The key to handling stress interviews is to stay calm and maintain one's sense of humor.
A)True
B)False
Q4) Which of the following is a characteristic of successful interviewees?
A) Ask very generic questions which were already available on the website
B) Avoid using any technical jargon related to the industry or the job
C) Answer questions very briefly in not more than ten words
D) Use monologues throughout the interview to impress the interviewers
E) Make eye contact with the interviewers while interacting with them
Page 17
Q5) What are some important points that one should note during or immediately after an interview?
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Chapter 15: Planning and Researching Proposals and Reports
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Q1) Key words are the terms that the computer searches for.
A)True
B)False
Q2) _____ can simply document the causes of a failure or possible products that are not economically or technically feasible under current conditions.
A) Trip reports
B) Closure reports
C) Accident reports
D) Interim reports
E) Credit reports
Q3) List some of the suggestions offered by Nan Robertson to interviewers.
Q4) As surveys can be used to show almost anything,people need to be careful when analyzing the results of surveys or designing their own.What questions are commonly asked about surveys?
Q5) List some of the tips for using and documenting sources in a research paper.
Q6) "How often do you use the parking garages downtown?"
Q7) Enlist the five basic steps in writing any report.
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Q8) List out the various types of reports based on the variety of information they can provide.
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Page 19
Chapter 16: Creating Visuals and Data Displays
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Q1) Since part of the scale is missing in truncated graphs,small changes seem like major ones.
A)True
B)False
Q2) When is it useful to use visuals in a written document?
Q3) A visual allows important information to be emphasized,even if the visual does not appear at the beginning or at the end of a document.
A)True
B)False
Q4) Visuals are highly interchangeable,so writers can choose those they prefer and are most comfortable designing.
A)True
B)False
Q5) Explain how to label and refer to visuals in the text of a document.
Q6) What are the characteristics of a good story?
Q7) Think about the photos you see in the media every day.If you wanted to use an altered photo,what steps would you need to take to use it ethically?
Q8) List three tips for properly designing a pie chart as a visual in a document.
Page 20
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Chapter 17: Writing Proposals and Progress Reports
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Q1) While writing progress reports,it is essential to present every detail as equally important instead of emphasizing on specific ones.
A)True
B)False
Q2) Which of the following should one undertake to write a good proposal?
A) Use a language that an audience expects to see and understand
B) Use bragging diction which gains the respect of the audience
C) Use "believing" diction to make arguments more convincing
D) Choose an unexpected format to capture the audience's attention
E) Avoid the use of facts and figures which make proposals boring
Q3) If a company needs to change and knows what needs to be done,but needs help doing it,a proposal helps in:
A) Accessing whether change is a good idea or not
B) Providing a plan for achieving desired changes
C) Providing insight on positive and negative impacts
D) Implementing the plan to bring about the change
E) Suggesting alternate outcomes if it decides not to change
Q4) Why should a substantial amount of time be allotted before a due date for a proposal?
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Chapter 18: Analysing Information and Writing Reports
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Q1) The _____ can be calculated by adding up all figures and dividing it by the total number of samples.
A) median
B) mean
C) range
D) variance
E) mode
Q2) If there are massive amounts of information to be presented in a report,it should be classified into categories of ten or more,which makes them easy to understand.
A)True
B)False
Q3) Which of the following is recommended while using headings?
A) To use subheads when there are less than two divisions within a main heading
B) To have headings which are non-parallel with one another
C) To use a subhead immediately after a heading
D) To use a heading as an antecedent for a pronoun
E) To cover all the material under it until the next heading
Q4) What are some guidelines that one needs to follow while evaluating sources of data?
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Chapter 19: Making Oral Presentations
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Q1) Which of the following should be followed while choosing information for a presentation?
A) Have seven main points which help an audience connect with at least one
B) Avoid giving an outline if material is detailed and ensure they stay focused on the presentation
C) Make the audience aware of negatives and inconsistencies even if they do not enquire about them
D) Avoid connecting main points and their relations as this tends to confuse the audience
E) Choose information that is most persuasive for an audience and which answers questions
Q2) Which of the following should be followed while using an opener?
A) Read out the opener from notes to seem more professional.
B) Avoid using startling statements as the first point of interaction.
C) Personalize it to the needs and interests of the audience.
D) Use humor directed against the audience to grab their attention.
E) Generalize it to be able to suit interests of any audience.
Q3) What is the easiest way to make a group presentation? What points should one keep in mind in such a presentation?
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