Professional Communication
Final Test Solutions
Course Introduction
Professional Communication explores the principles and practices of effective communication within professional contexts, including written, oral, and digital formats. The course emphasizes the development of clear, concise, and purposeful communication strategies tailored to diverse audiences and workplace situations. Students will learn to craft professional documents, deliver impactful presentations, engage in collaborative discussions, and navigate intercultural communications, all while applying ethical standards and critical thinking. Through practical exercises and real-world case studies, participants will build essential skills for successful interaction and career advancement in various professional environments.
Recommended Textbook
Essentials of Business Communication 10th Edition by Mary Ellen Guffey
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17 Chapters
1539 Verified Questions
1539 Flashcards
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Page 2
Chapter 1: Communicating in the Digital Age Workplace
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100 Verified Questions
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Sample Questions
Q1) North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
A)True
B)False
Answer: True
Q2) Developing a diverse staff that can work together cooperatively is one of the biggest challenges facing business organizations today.
A)True
B)False
Answer: True
Q3) Most people think that the best predictor of a speaker's true feelings is his or her A) facial expressions.
B) posture.
C) gestures.
D) eyes.
Answer: D
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) When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal communications, and
A) use the richest media available.
B) select the cheapest channel to reduce costs.
C) never use digital media such as instant or text messaging on the job.
D) consider what media is the easiest for you to use.
Answer: A
Q2) The process of translating a message from its symbol form into meaning is called A) feedback.
B) decoding.
C) encoding.
D) noise.
Answer: B
Q3) Which of the following demonstrates effective business writing?
A) All executives and their wives will attend the Reno conference.
B) A salesman must meet monthly sales quotas.
C) The female attorney graduated from Yale.
D) The office personnel will assist you with your forms.
Answer: D
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Page 4
Chapter 3: Organizing and Drafting Business Messages
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Sample Questions
Q1) When you expect a reader of your message to be uninterested, unwilling, displeased, or hostile, you should
A) put the bad news first.
B) begin with the main idea.
C) explain all background information first.
D) send the message via e-mail, text message, or IM.
Answer: C
Q2) Business writers generally place the topic sentence first in a paragraph.
A)True
B)False Answer: True
Q3) One advantage of the indirect strategy is that it respects the feelings of the audience.
A)True
B)False
Answer: True
Q4) Another name for the direct strategy is frontloading.
A)True
B)False
Answer: True
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Chapter 4: Revising Business Messages
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Sample Questions
Q1) To emphasize an important sentence within a business document, type the entire sentence in capital letters.
A)True
B)False
Q2) Which of the following sentences uses the most precise language?
A) The board approved a substantial budget increase.
B) The board approved a 34 percent budget increase.
C) The board approved a large budget increase.
D) The board approved a sizeable budget increase.
Q3) Which of the following statements about revision is most accurate?
A) You must compose first drafts quickly (sprint writing) and return later for editing.
B) Careful writers always revise as they write.
C) Revision is required for only long and complex business documents.
D) Some business writers prefer to compose first drafts quickly and revise later; others prefer to revise as they go.
Q4) ____________________ is composed of informal words with arbitrary and extravagantly changed meanings. These words quickly go out of fashion because they are no longer appealing when everyone begins to understand them.
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Page 6
Chapter 5: Short Workplace Messages and Digital Media
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Sample Questions
Q1) A wiki is a Web-based tool that employs easy-to-use software to allow multiple users collectively to create, access, and modify documents.
A)True
B)False
Q2) Millie needs to research customer reactions. She should consider a blog because blogs can produce unbiased consumer feedback more quickly and cheaply than familiar techniques like focus groups and surveys.
A)True
B)False
Q3) Podcasting has experienced large growth and has spread among various user groups online.
A)True
B)False
Q4) Companies use blogs only for public and customer relations.
A)True
B)False
Q5) Teams or departments use ____________________ to collect and disseminate information to large audiences creating a database for knowledge management.
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Chapter 6: Positive Messages
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Sample Questions
Q1) Place any details explaining your request for information in the body of your request message.
A)True
B)False
Q2) When a company receives a claim and decides to respond favorably, the message is called a(n) ____________________.
Q3) Businesses often write appreciation messages to which of these receivers?
A) A competing business that "steals" a large customer order
B) Customers who write letters of inquiry
C) Employees who have suffered a recent loss such as the death of a family pet
D) Customers who complain
Q4) Most companies receiving a claim message tend to
A) ignore the first phone call, e-mail, or letter.
B) respond only to letters containing complaints that could result in lawsuits or financial harm.
C) respond promptly because they want to maintain customer goodwill and loyalty.
D) wait two to six weeks to establish a "cooling-off period" prior to responding.
Q5) Instructions should be written in ____________________ using the imperative (command) mood.
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Chapter 7: Negative Messages
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Sample Questions
Q1) When you must refuse a request, you may sometimes offer an alternative, substitute, or compromise.
A)True
B)False
Q2) Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
A) Investigate the situation thoroughly before responding.
B) Admit that her company errored if the complaint is legitimate and try to remedy the problem.
C) Suggest a refund or a discount on future services.
D) Kenesha should follow all these tips.
Q3) Taylor must send a bad-news message to a client and indicate to her that he will be unable to meet a delivery deadline. What should Taylor do first?
A) Select a soothing color of stationery for the message.
B) Gather information about his reasons for not meeting the deadline.
C) Write the opening of his message.
D) Analyze the bad news to see how it will affect his reader.
Q4) ____________________ is the ability to understand and enter into the feelings of another.
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Chapter 8: Persuasive Messages
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Sample Questions
Q1) Choose the best advice to craft an effective direct-mail sales letter.
A) Use slightly illegal sales tactics to get the desired sale.
B) Develop and present a strong rational selling point early in the body of the letter. Later, add emotional appeals, using each appeal only once.
C) Present information completely, using a personalized tone.
D) Design your message for a general audience.
Q2) Persuasion is necessary when
A) you anticipate that your audience will agree with your position.
B) your audience is skeptical about your idea.
C) audience attitudes match the objectives of your plan.
D) your message is especially attractive to the audience.
Q3) Which of the following is the best way to increase the effectiveness of an online sales message?
A) Send online sales messages only to customers or prospects who have given you permission to send them e-mail marketing messages.
B) Use a subject line such as "Hey You" to get the reader's attention.
C) Avoid the use of testimonials.
D) Make the message formal, focused, and extensive.
Q4) You should motivate action in the ____________________ of a persuasive request.
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Chapter 9: Informal Reports
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Sample Questions
Q1) A formal writing style includes first-person pronouns, contractions, active-voice verbs, shorter sentences, and familiar words.
A)True
B)False
Q2) A summary should condense a report or article by what percentage?
A) 5 percent
B) 25 percent
C) 85 to 90 percent
D) 50 percent
Q3) Which of the following reports is an example of an analytical report?
A) A report summarizing the details of a recent seminar you attended
B) A report recommending an antiterrorism security system for mass transit
C) A report outlining the new company procedure for reporting workplace injuries
D) A report showing state budget allocations for education
Q4) ____________________ reports provide data or findings, analyses, and conclusions. They may also provide recommendations if requested.
Q5) The first letter of each word in a heading should always be capitalized.
A)True
B)False
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Chapter 10: Proposals and Formal Reports
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Sample Questions
Q1) 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.
Q2) A(n) ____________________ presents an overview of a longer report for people who may not have time read the entire report.
Q3) Which of the following is a primary data source?
A) Periodicals
B) Electronic databases
C) Blogs
D) Experimentation
Q4) You can make the introduction of a proposal more persuasive if you
A) explain in great detail how much better you are than your competitors.
B) hint at the problem you will solve but avoid explaining the reasons for the proposal.
C) remain as vague as possible to keep the reader intrigued.
D) provide a "hook" such as mentioning a remarkable resource available exclusively to the writer.
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Page 12
Chapter 11: Professionalism at Work: Business Etiquette, Ethics,
Teamwork, and Meetings
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Sample Questions
Q1) You must demonstrate professionalism only in face-to-face interactions.
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) You should generally deliver most constructive criticism in writing rather than in person.
A)True
B)False
Q4) The responsibility for ending a call lies with the receiver.
A)True
B)False
Q5) Many organizations are using virtual teams to exchange ideas and make decisions. A)True
B)False
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Chapter 12: Business Presentations
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Sample Questions
Q1) The body of a short, 20-minute presentation should focus on
A) at least five to eight main points.
B) up to ten main points.
C) approximately two to four main points.
D) as many points as necessary to convey your message.
Q2) The most effective multimedia presentations rely heavily on text, use frequent bulleted lists, and employ few graphics or images.
A)True
B)False
Q3) 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.
Q4) To maintain audience interest in a multimedia presentation, add as many animation and sound effects as possible.
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) Today, most jobs are filled through the open job market.
A)True
B)False
Q2) Which statement about open and hidden job markets is most accurate?
A) More jobs are secured through the open job market than through the hidden job market.
B) The open job market consists of jobs that are advertised or listed.
C) Most job seekers start searching for jobs using the hidden job market.
D) The hidden job market refers to those jobs that are filled through illegal or unethical tactics.
Q3) Which of the following is the best advice to follow for a cover message accompanying a résumé sent by e-mail or fax?
A) Take the time to prepare a customized cover message to accompany your résumé sent electronically.
B) Send your cover message separately from a faxed or e-mailed résumé.
C) Shorten your e-mail or fax cover message to a brief statement such as Please consider the attached résumé for your opening.
D) Skip the cover message entirely because the fax or e-mail includes your name.
Q4) The ________________ job market consists of jobs that are advertised or listed.
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Chapter 14: Interviewing and Following up
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Sample Questions
Q1) A job interview is a two-street. The employer will be judging you, and you will be evaluating the employer.
A)True
B)False
Q2) What is the most effective way to handle an illegal or inappropriate question during an interview?
A) If you find the question harmless and you want the job, go ahead and answer it.
B) Confront the interviewer about the illegal nature of the question.
C) Storm out of the room in anger; after all, you wouldn't work for a company with such low ethics.
D) Refuse to answer the question because it is your legal right to do so.
Q3) 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.
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Chapter 15: Correction Symbols and Proofreading Marks
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Sample Questions
Q1) To save time, you should thoroughly proofread a document as you write it.
A)True
B)False
Q2) Most people are good listeners.
A)True
B)False
Q3) Revise the following sentence to express the idea using the "you" view: All applicants must complete the attached form by December 1.
Q4) Revise the following sentence to use bias-free language: Every manager must review his employees annually.
Q5) List \(\text {\underline{ two} }\) techniques that could help you become an active and effective listener.
Q6) What kind of sentence reveals the main idea of a paragraph?
A) Pivoting
B) Supporting
C) Topic
D) Transitional
Q7) The richest communication channel is e-mail.
A)True
B)False
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Chapter 16: Document Format Guide
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Sample Questions
Q1) 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
Q2) Which of the following situations would most likely require persuasion within an organization?
A) Asking employees to attend training sessions on a new software for entering timesheets
B) Telling employees about the new health insurance prescription drug compensation plan
C) Asking employees to participate in an exercise program to improve wellness and to reduce health insurance costs
D) Informing employees about a change in shuttle services
Q3) When expressing thanks or offering congratulations, a purchased card is more impressive than a handwritten note.
A)True
B)False
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18
Chapter 17: Documentation Formats
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Sample Questions
Q1) The introduction of a presentation should include all of the following except A) an attention-getting device that gets the audience involved.
B) a preview of the main points to be discussed in the body of the speech.
C) explanations and details of each of the main points.
D) a personal credibility statement.
Q2) Because jobs are scarce and you must apply to many employers, you should prepare a generic résumé to send to every position you want.
A)True
B)False
Q3) 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.
Q4) What is the difference between primary and secondary data? Give \(\text {\underline{ one} }\) example of each.
Q5) List and briefly describe\(\text {\underline{ two }}\) advantages of teams.
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