Professional Communication
Exam Practice Tests
Course Introduction
Professional Communication is a comprehensive course designed to equip students with the essential skills required for effective communication in professional settings. The course covers a broad spectrum of topics, including verbal and nonverbal communication, business writing, public speaking, and intercultural communication. Emphasis is placed on developing clear, concise, and impactful messaging tailored to different audiences and contexts. Students will engage in practical activities such as crafting professional emails, reports, and presentations, as well as participating in role-plays and group discussions. By the end of the course, students will have a strong foundation in communicating confidently and professionally across various mediums and workplace environments.
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) To improve your listening ability, focus both on what is spoken and what is unspoken.
A)True
B)False
Answer: True
Q2) Peter must inform his employees that his company will need to let go of employees. Which word would be best for Peter to use when conveying this idea to his employees?
A) Layoff
B) Streamlining
C) Paradigm shift
D) Rightsizing
Answer: A
Q3) Which of the following is a benefit of a diverse work environment?
A) Being better ability to create the products desired by consumers
B) Experiencing fewer discrimination lawsuits, fewer union clashes, and less government regulatory action
C) Improving employee relationships and increasing productivity
D) All are benefits of a diverse work environment.
Answer: D
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3
Chapter 2: Planning Business Messages
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Sample Questions
Q1) You are selecting a channel for sending your message. Which of the following is not a factor to consider when making this decision?
A) Amount and speed of feedback and interactivity required
B) Cost of the channel
C) Confidentiality and sensitivity of the message
D) Your competitors' channel use
Answer: D
Q2) Courteous business messages
A) avoid using words that sound demanding or preachy.
B) often turn demands into rhetorical questions.
C) avoid hostility or anger.
D) All answer choices are correct.
Answer: D
Q3) One of the best ways to improve the tone of a message is through the use of ____________________ language.
Answer: positive
Q4) ____________________ is the process of creating a message that suits your audience.
Answer: adaptation
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Chapter 3: Organizing and Drafting Business Messages
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Sample Questions
Q1) When should passive voice be used in business writing?
A) When you want to de-emphasize the action or the recipient of the action
B) When you want to emphasize the bad news
C) When you want to conceal the doer of the action
D) Never
Answer: C
Q2) Passive voice should never be used in business writing.
A)True
B)False
Answer: False
Q3) What do most business writers use as the first sentence in a paragraph?
A) Supporting sentence
B) Transitional sentence
C) Topic sentence
D) Pivoting sentence
Answer: C
Q4) A ____________________ modifier results when the word or phrase the modifier describes is missing from its sentence.
Answer: dangling
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Chapter 4: Revising Business Messages
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Sample Questions
Q1) Which of the following statements regarding bulleted or numbered lists is most accurate?
A) Lists decrease a reader's comprehension of the main ideas.
B) Lists allow readers to review main ideas quickly.
C) Lists confuse readers because they are visually distracting.
D) Lists decrease the readability level of a document.
Q2) There is a new software company that will be hiring employees is an example of a sentence with
A) concise wording.
B) a wordy prepositional phrase.
C) a filler.
D) faulty parallelism.
Q3) Using expressions such as pursuant to your request and thank you in advance adds a level of professionalism to business writing.
A)True
B)False
Q4) Use headings only when writing a report.
A)True
B)False
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) Twitter is very popular for personal use with employees under age thirty-five, but businesses have not yet found positive business applications for this digital communication tool.
A)True
B)False
Q2) Text and instant messaging are replacing e-mail for short internal communication.
A)True
B)False
Q3) Podcasting has experienced large growth and has spread among various user groups online.
A)True
B)False
Q4) Business e-mail users must learn that e-mail can be dangerous because messages travel long distances, are difficult to erase, and
A) can't be used to transmit official documents.
B) are informal, allowing a few spelling and punctuation mistakes.
C) may become evidence in court.
D) are challenging to type using only two fingers.
Q5) Facebook and Twitter are examples of ____________ sites.
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Chapter 6: Positive Messages
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Sample Questions
Q1) The body of a routine request message presents
A) details explaining the request.
B) action responses from the receiver.
C) deadlines and approvals from governmental agencies.
D) cost-to-benefit ratio analyses.
Q2) Show confidence in the closing of an adjustment message by writing with a positive, confident tone; mentioning the product in a favorable light; and
A) suggesting a new product or service.
B) expressing your appreciation for the customer's business or anticipating future business.
C) referring to the desire to be of service and to satisfy customers.
D) All answer choices are correct.
Q3) When writing a message to express condolences, you should mention the loss tactfully, recognize the good qualities of the deceased, assure the receiver of your concern, offer assistance, and
A) conclude on a reassuring note.
B) tell the receiver to call you.
C) focus on the future.
D) request information on funeral arrangements.
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Page 8
Chapter 7: Negative Messages
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Sample Questions
Q1) Using the following statement in an explanation of the reasons for the bad news could help the receiver to accept the message: Although we would like to consider installing the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.
A)True
B)False
Q2) When you must refuse typical requests, you will first think about how the receiver will react to your refusal and decide
A) whom or what to blame.
B) where and how to apologize.
C) how to invite further correspondence.
D) whether to use the direct or the indirect strategy.
Q3) When workplace bad news involves one person or a small group nearby, you should generally deliver that news in person.
A)True
B)False
Q4) All buffers should begin by complimenting the receiver.
A)True
B)False
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Chapter 8: Persuasive Messages
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Sample Questions
Q1) In the body of a persuasive request, you can reduce resistance by
A) focusing exclusively on benefits to the writer of the request.
B) shifting reader attention through praise and compliments.
C) avoiding any potential reasons for resistance.
D) anticipating objections and offering counterarguments.
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) Directives moving downward from superiors to subordinates usually follow the indirect strategy.
A)True
B)False
Q4) In the closing of a persuasive request, your goal is to prove the merit of your request.
A)True
B)False
Q5) Persuasive techniques today are subtler and more misleading than of the past.
A)True
B)False
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Chapter 9: Informal Reports
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Sample Questions
Q1) A record of the proceedings of a meeting is called
A) a progress report.
B) an analytical report.
C) a summary.
D) the minutes.
Q2) In what order should you organize your ideas when you believe your audience will be agreeable to the suggestions in your justification/recommendation report?
A) Announce the recommendation, explain the recommendation, identify the problem or need, and provide necessary action.
B) Provide necessary action, identify the problem or need, announce the recommendation, and explain the recommendation.
C) Identify the problem or need, announce the recommendation, explain the recommendation, and provide necessary action.
D) Identify the problem or need, provide necessary action, announce the recommendation, and explain the recommendation.
Q3) Surveys provide the richest, most accurate firsthand information.
A)True
B)False
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11
Chapter 10: Proposals and Formal Reports
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Sample Questions
Q1) What type of graphic illustrates changes in data over time?
A) Line chart
B) Flowchart
C) Pie chart
D) Table
Q2) If you find information on the Web, you can be assured that it is reliable.
A)True
B)False
Q3) Regardless of the documentation format used, sources should be alphabetized in the bibliographic section of a report.
A)True
B)False
Q4) In a solicited proposal, your goal is to convince the reader that a problem exists.
A)True
B)False
Q5) Unlike a business proposal, a formal business report does not need to be edited or proofread.
A)True
B)False
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Chapter 11: Professionalism at Work: Business Etiquette, Ethics, Teamwork,
and Meetings
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Q1) The term "professionalism" refers to desirable workplace behavior.
A)True
B)False
Q2) Which of the following statements about the end of a meeting is most accurate?
A) A meeting should end only when participants have discussed all agenda items.
B) The leader should provide a summary of accomplishments and a review of action items.
C) The leader should remind participants that they are responsible for taking their own minutes.
D) Participants should pass their assigned tasks on to someone who did not attend.
Q3) When placing a business telephone call, immediately name the person you are calling, identify yourself and your affiliation, and give a brief explanation of your reason for calling.
A)True
B)False
Q4) No one should leave a meeting without a full understanding of what was accomplished.
A)True
B)False
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Chapter 12: Business Presentations
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Sample Questions
Q1) Analyzing your audience can help you decide how to organize your presentation.
A)True
B)False
Q2) Before giving a presentation, you should
A) practice repeatedly.
B) arrive early to prepare the room and test any equipment.
C) practice stress-reduction techniques.
D) All answer choices are steps that a speaker should complete prior to giving a presentation.
Q3) It is acceptable for a speaker to break the 6 x 6 rule for multimedia slides when the users will be reviewing the presentation on their own with no speaker assistance.
A)True
B)False
Q4) All of these are good advice for nonverbal messages during a presentation except A) avoid being planted behind the podium.
B) use a variety of gestures planned and rehearsed in advance.
C) punctuate your words by varying your tone, volume, pitch, and pace.
D) maintain appropriate eye contact to show your confidence and preparation.
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14
Chapter 13: the Job Search and Resumes in the Digital Age
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Sample Questions
Q1) A résumé should never exceed one page.
A)True
B)False
Q2) Once your résumé is submitted to a company, the first reader of it may be a computer.
A)True
B)False
Q3) 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.
Q4) The ____________________ job market consists of jobs that are not announced or advertised.
Q5) What kind of résumé uses colorful charts, graphics, and time lines to illustrate a candidate's work history and experience?
A) Chronological résumé
B) Video résumé
C) Infographic résumé
D) Plain-text résumé
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Chapter 14: Interviewing and Following up
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Sample Questions
Q1) How you can you locate information about a company?
A) Talking with current employees
B) Searching the Web
C) Reviewing company advertisements and promotions
D) All answer choices would help you locate information about a company.
Q2) To provide the best possible recommendation of you to a potential employer, your ____________________ need information about the company and position.
Q3) Braden is preparing several success stories prior to his job interview for a sales representative position. Which of the following scenarios would result in the best success story for this position?
A) A story about a lemonade stand that Braden ran when he was a child
B) A story about working as part of a team in college to prepare a classroom presentation about a company's history
C) A story about volunteering for a local food bank over the holidays
D) A story about developing a new sales technique that increased his customer sales by 30 percent over a six-month period
Q4) ____________________ interviews occur when a company interviews several candidates for the same position at the same time.
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Chapter 15: Correction Symbols and Proofreading Marks
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Sample Questions
Q1) The best way to judge the success of your communication is through feedback.
A)True
B)False
Q2) You should strive to write paragraphs with eight or fewer printed lines.
A)True
B)False
Q3) Shipping Clerk Christina included this sentence in her message to a customer: Pertaining to your returns, we must verify the shipping numbers and lot codes of all outstanding merchandise prior to issuance of a refund. This sentence is an example of A) an unprofessional tone. B) overly formal language. C) a conversational style.
D) plain English.
Q4) List and describe \(\text {\underline{ two} }\) techniques to improve your chance of being understood when writing to someone from a different culture.
Q5) Most people are good listeners.
A)True
B)False
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Chapter 16: Document Format Guide
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Sample Questions
Q1) When delivering bad news, you should always use the indirect strategy to soften the impact.
A)True
B)False
Q2) Customer Relations Specialist Kendra must deny a customer's refund. In her message to the customer, Kendra should include a statement such as If you had read the return policy printed on your receipt, you should know that cash refunds will not be granted.
A)True
B)False
Q3) 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.
Q4) Persuasive requests should be organized
A) quickly.
B) indirectly.
C) directly.
D) chronologically.
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Chapter 17: Documentation Formats
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Sample Questions
Q1) The richest communication channel is e-mail.
A)True
B)False
Q2) Before what kind of audience should speakers use a dynamic and entertaining delivery style and incorporate movement and large gestures?
A) Hostile
B) Friendly.
C) Neutral
D) Uninterested
Q3) Rather than memorizing or reading a presentation, you should deliver it extemporaneously.
A)True
B)False
Q4) The most common type of hiring or placement interview is the panel interview.
A)True
B)False
Q5) What is the difference between primary and secondary data? Give \(\text {\underline{ one} }\) example of each.
Q6) List and briefly describe\(\text {\underline{ two }}\) advantages of teams.
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