Professional Communication
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Course Introduction
Professional Communication equips students with the essential skills required to effectively convey ideas, information, and messages in workplace settings. The course covers key principles of written, oral, and visual communication, focusing on clarity, conciseness, and professionalism. Students learn to craft business correspondence, deliver impactful presentations, participate in meetings, and navigate digital communication platforms. Emphasis is also placed on intercultural communication, ethical considerations, and adapting messages for diverse audiences, preparing students to succeed in various professional environments.
Recommended Textbook
Communication in Business International Edition 8th Edition by Scot Ober
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779 Verified Questions
779 Flashcards
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Page 2
Chapter 1: Business Communication Foundations
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Sample Questions
Q1) The most important goal of business communication is that the receiver understands the message as the sender intends.
A)True
B)False
Answer: True
Q2) A receiver's concerns and needs are considered in which element of audience analysis?
A) Attitudes
B) Emotional Reaction
C) Interests
D) Knowledge
Answer: C
Q3) Discuss the goals of business communication and identify which is most important. Answer: The goals of business communication are (a)receiver understands message as sender intends--the most important goal, (b)receiver provides necessary response to sender, (c)sender and receiver maintain favorable relationship, and (d)the sender's organization gains goodwill.The sender has the primary role in ensuring these goals are achieved.
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3
Chapter 2: Multicultural and Global Communication
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Sample Questions
Q1) An understanding of cultures recognizes that cultural backgrounds and experiences influence behavior and communication so it is important to learn certain characteristics of different cultures and apply that to all persons in a particular culture.
A)True
B)False
Answer: False
Q2) Information exchange among people from different cultures.
A)Outsourcing
B)Corporate culture
C)Global communication
D)Stereotyping
E)Expatriates
F)Multicultural communication
G)Hostile environment
H)Offshoring
I)Ethnicity
J)Core cultural dimensions
Answer: F
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Chapter 3: Technological, Legal, and Ethical Considerations
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Sample Questions
Q1) Mass mailing of an e-mail message that falsely uses identifying information that appears to be a reputable company and asks for verification of your personal information.
A)Ethics
B)Phishing
C)Plain English laws
D)Contract
E)Code of conduct
Answer: B
Q2) Employees should treat e-mail, voice-mail, and other electronic messages that they send as if they will be public knowledge.
A)True
B)False
Answer: True
Q3) Hoteling provides alternative office space for mobile workers and provides computer connections and phone service.
A)True
B)False
Answer: True
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Page 5
Chapter 4: Principles of Business Communication
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Sample Questions
Q1) Create sentences as directed.
a. Use sentence structure to emphasize the benefits of earning a college degree and de-emphasize the effort to earn it..
b. Use location to emphasize a specific date you will ship a customer's order.
Q2) Explain why short paragraphs are preferred in business letters and memos and why long paragraphs are not preferred.
Q3) Which words are examples of obsolete words?
A) enclosed herewith
B) get over it
C) bottom line
D) unhappy
Q4) Explain why positive words are usually preferable to negative words, and give an example of when negative words might be preferred.
Q5) Obsolete words sound formal and, therefore, are appropriate in formal but not informal business communication.
A)True
B)False
Q6) Explain how to avoid use of biased language.
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Chapter 5: Print and Electronic Messages
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Sample Questions
Q1) Secondary purposes support the main idea in a written message.
A)True
B)False
Q2) E-mail is so popular because it affords a high degree of privacy.
A)True
B)False
Q3) The best organizational plan and best type of message for persuading someone to donate to a community project that feeds the homeless is a(n)
A) direct, oral message.
B) direct, written message.
C) indirect, oral message.
D) indirect, written message.
Q4) Which of the following is NOT a step in the proofreading process?
A) Pay special attention to names, numbers, and unusual words.
B) Read the material once for content, once for mechanics.
C) Read the material to a colleague bottom to top.
D) Use your word processing software spell checker to check for spelling errors.
Q5) What organizational plans are available for messages? Explain the features of each and when each should be used.
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Chapter 6: Message Formats
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Sample Questions
Q1) REGISTERED MAIL is an addressee notation.
A)True
B)False
Q2) Letterhead stationery should be used for all pages of a letter.
A)True
B)False
Q3) The notation bcc stands for business courtesy copy.
A)True
B)False
Q4) A postscript may be keyed or handwritten.
A)True
B)False
Q5) Aaron Rodriguez, who owns a small home-based carpet cleaning business, has decided to create a letterhead he can print on his home computer.Name two items Aaron must include in his letterhead and three items he could include.
Q6) Mixed punctuation means the salutation is followed by a colon, and the complimentary close has no punctuation.
A)True
B)False
Page 8
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Chapter 7: Positive, Neutral, and Social Business Messages
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Sample Questions
Q1) George Karim's current department store credit card statement includes a charge for merchandise he returned, so he is writing to ask that the charge be removed. To give his claim credibility, George should
A) enclose a copy of the receipt he was given when he returned the merchandise.
B) explain that he is disappointed in the company.
C) ask for $25 for pain and suffering.
D) say he will quit shopping at the store unless his account is corrected within two weeks.
Q2) While reading the October issue of her college alumni newsletter, Elise Black learned that Elliot Mumbor, one of her classmates, had received an award the previous March. Elise should:
A) ignore the event because it occurred so long ago.
B) phone Elliot to convey congratulations.
C) send her classmate a greeting card on which she writes a personal message.
D) write her alumni office and complain that news items are not current.
Q3) The purpose of a message must be decided before the direct plan can be implemented.
A)True
B)False
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Chapter 8: Negative Messages
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Sample Questions
Q1) The friendly close should not include anything that reminds the receiver of negative information given in the message.
A)True
B)False
Q2) How can a writer build goodwill in the friendly close of a negative message?
Q3) Krystal Klear manufactures high-quality CD players.The players come with a limited warranty of one year to the original owner.Krystal Klear requires that the original owner registers the warranty within 30 days of the purchase.A number of the customers who buy the CD players fail to register their warranties and later seek warranty work.You, as warranty manager, must refuse their requests for warranty repair.However, as an alternative, you will approve the warranty repair on their CD players if they send the original sales receipt to you.Write a form letter that will cover all these customer claims.
Q4) What is one of the most important aspects of the indirect plan?
A) It keeps the receiver from getting the negative news.
B) The close stays off the negative subject.
C) The reasoning to justify the negative information is presented before the negative information.
D) The negative information is presented before the reasoning to justify it.
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Page 10
Chapter 9: Persuasive Messages
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Sample Questions
Q1) As the loan officer for Brighton National Bank, you processed a home loan four months ago for James and Lance, two former college roommates. They purchased a foreclosed home, which they planned to fix up and sell to pay off their college loans. Two months ago Lance was laid off from his job. As a result, the income stream they planned to use for the remodel has decreased significantly, and they have not been able to finish the remodel and put the home on the market. They are now two months behind on their mortgage payment. Write a collection letter requesting they bring the amount owed current. The outstanding balance is $8,473.18. Add any necessary details.
Q2) If you know about your product or service (strengths, weaknesses, and markets)when writing a sales message, it not necessary to know about the competition.
A)True
B)False
Q3) An effective persuasive message tells the receiver the negative consequences that will be realized if he or she does not take the desired action.
A)True
B)False
Q4) How can a receiver's negative reaction to the desired action be overcome?
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11
Chapter 10: Business Research and Report Writing
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Sample Questions
Q1) In what ways are brainstorming and cluster diagramming similar? In what ways are they different?
Q2) The introduction of a report helps the reader understand the scope and sequence of the report.
A)True
B)False
Q3) Comment on the credibility of information obtained through online forums such as newsgroups, blogs, and chatrooms.
Q4) When your research plan includes gathering data from both primary and secondary sources, which should be gathered first? Why?
Q5) Research problems may be phrased as statements or questions. A)True B)False
Q6) Describe how to arrive at a clear, accurate written statement of the problem for a research study.
Q7) Face-to-face surveys can be costly, but they produce the most in-depth responses. A)True B)False
Page 12
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Chapter 11: Proposals, Business Plans, and Special Reports
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Sample Questions
Q1) Which section of an RFP outlines the parameters to be used in selecting the successful proposal?
A) Evaluation Criteria
B) Proposal Guidelines
C) Restrictions
D) Vendor Requirements
Q2) An RFP that includes information about time, budget, or other constraints related to the project helps readers determine whether to respond.
A)True
B)False
Q3) The essential elements in a solicited external proposal are:
A) contained in the response to a letter of inquiry.
B) held confidential.
C) identified by the proposal writer.
D) specified in the RFP.
Q4) A policy statement should be written
A) general for all employees.
B) general for managers and specific for nonmanagerial employees.
C) specific for all employees.
D) specific for managers and general for nonmanagerial employees.
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Chapter 12: Visual Aids
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Sample Questions
Q1) Which chart is best in demonstrating differences in values within variables by dividing each bar into its parts?
A) Broken-bar chart
B) Stacked-bar chart
C) Multiple-bar chart
D) Positive-negative bar chart
Q2) Describe a purpose of a map, a diagram, photograph or logo, and a graph in a report.
Q3) Slides or transparencies work well with groups of different sizes.Which one of the following statements is NOT true about their use for presentations.
A) The beginning, the ending, and the most important points of the presentation should be used as content for presentation slides or transparencies.
B) Type should be in uppercase letters to be easily read.
C) Font sizes should be 36 point for titles and 24 point for bulleted text.
D) As a general rule, keywords rather than complete sentences should be used on slides or transparencies.
Q4) Compare and contrast a simple bar chart (graph)with a multiple-bar chart (graph).
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14
Chapter 13: Interpersonal Communication and Teamwork
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Q1) On her way to an important Friday morning meeting, Shannon Gaydos observes one of the people she supervises speaking harshly to a customer.Shannon knows she must offer constructive feedback to the employee, so she decides to
A) concentrate more on her verbal than on her nonverbal message.
B) minimize the impact of her criticism by speaking in general terms.
C) speak to the employee early Monday morning.
D) stress the benefits the receiver will gain by modifying his/her behavior.
Q2) During a meeting it is the responsibility of the recorder to keep the group focused and not allow the discussion to stray off topic.
A)True
B)False
Q3) The quality of thinking that emerges from small-group meetings
A) has no relationship to what one person can achieve alone.
B) is usually higher than one person can achieve alone.
C) is usually lower than one person can achieve alone.
D) is usually the same as one person can achieve alone.
Q4) Why would a business consider using a meeting format other than face-to-face?
Q5) What are two advantages of webconferencing?
Q6) List and explain three general techniques for resolving conflict.
Page 15
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Chapter 14: Listening and Nonverbal Messages
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Q1) During remembering, a message receiver assigns meaning to stimuli.
A)True
B)False
Q2) Identify and describe the five elements of listening.
Q3) An individual may be unaware that he or she is transmitting a nonverbal message.
A)True
B)False
Q4) Which of the following is NOT a speech barrier to listening?
A) Dialects of a different language.
B) Highly technical vocabulary
C) Low volume voice
D) Unusual pronunciations
Q5) Taking careful, detailed notes is important to helping remember what has been said.
A)True
B)False
Q6) Listeners use cautious listening when they want to concentrate on specific details rather than general concepts.
A)True
B)False
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Chapter 15: Oral Communication Essentials
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Q1) To impress an audience, use jargon, acronyms, and highly technical terms.
A)True
B)False
Q2) Pitch refers to the
A) highness or lowness of your voice.
B) strength of your voice.
C) timbre of your voice.
D) volume of your voice.
Q3) Both speed and volume can be used to emphasize parts of your message.
A)True
B)False
Q4) The causal organizational pattern is used in presentations where the speaker is attempting to persuade the audience.
A)True
B)False
Q5) Storytelling is used to inform, to stimulate imagination, and to build community.
A)True
B)False
Q6) What are the three purposes of the closing of a presentation.
Page 17
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Chapter 16: The Job Search and Resume
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Q1) What is the purpose of the opening section on a résumé?
Q2) An applicant tracking computer system in the human resources department A) accepts only online résumés.
B) does not allow for updating résumé information.
C) is required by law in government offices.
D) scans a résumé and places it in an electronic folder.
Q3) Targeted résumés may use the chronological, functional, or combination format; general résumés only use the chronological format.
A)True
B)False
Q4) At job/career fairs you will have the opportunity to contact many prospective employers in one day.
A)True
B)False
Q5) You should determine your job preferences before beginning a self-analysis.
A)True
B)False
Q6) When setting job and career targets, consider personal factors and values.
A)True
B)False
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Chapter 17: Employment Communication and Interviewing
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Q1) Researching information about a specific company or career helps you create an effective application letter that focuses on the potential employer's needs and explains your qualifications from the you-viewpoint.
A)True
B)False
Q2) When responding to a job advertisement, read the ad carefully and use words in the letter that fit both you and the language in the ad.
A)True
B)False
Q3) If you are given an opportunity to ask question at the end of the interview, concentrate your questions on topics of personal benefit to you.
A)True
B)False
Q4) How can you prepare for answering behavioral interview questions?
Q5) If asked an illegal or inappropriate question, you are usually wise to show anger or irritation so the interviewer will know the question was offensive.
A)True
B)False
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