Succeeding in the World of Work

Chapter 15: Professional Communication Skills

Professional Communication Skills


1.	If you use communication skills to meet the needs of customers, what are you are involved in?
		A)	active listening
		B)	customer relations
		C)	total quality management
		D)	nonverbal communication


2.	Which of the following is not a form of nonverbal communication?
		A)	crossing your arms
		B)	raising eyebrows
		C)	nodding
		D)	listening


3.	When the textbook says “know your audience” what does it mean?
		A)	understand the people to whom you will give a presentation
		B)	understand the people who will see you perform in a play
		C)	understand the members of your team
		D)	understand anyone who receives information from you


4.	What should you clearly understand when speaking?
		A)	your purpose
		B)	your audience
		C)	your subject
		D)	all of the above


5.	When you ask yourself, “What is my most important point?” what are you doing?
		A)	organizing what you want to say
		B)	understanding your purpose
		C)	understanding your audience
		D)	knowing your subject


6.	The statement, “I am going to school, then work, then the grocery store” is organized in what manner?
		A)	enumeration
		B)	generalization and examples
		C)	cause and effect
		D)	comparison and contrast


7.	If you want to explain what happened and why it happened, which technique for organizing spoken messages should you use?
		A)	enumeration
		B)	generalization and examples
		C)	cause and effect
		D)	comparison and contrast


8.	What is the term for speaking each syllable clearly and separately?
		A)	pronunciation
		B)	enunciation
		C)	inflection
		D)	enumeration


9.	What does active listening involve?
		A)	being aware of time zones when placing calls
		B)	giving your first and last name
		C)	speaking clearly
		D)	identifying the speaker's purpose and listening for main ideas


10.	What is a good way to take effective notes?
		A)	try to write down everything the person says
		B)	use bulleted lists, asterisks, and arrows to show relationships among ideas
		C)	put your notes aside after you make them to let your mind absorb what you heard
		D)	make mental notes; most of the time you don't need to write things down


11.	What should your tone be in a letter responding to a customer's complaint?
		A)	respectful and polite
		B)	professional and correct
		C)	standard English
		D)	tone is unimportant in written communications


12.	Which of the following should you do when writing business letters?
		A)	use the active voice
		B)	use clichés to make sure your audience understands your meaning
		C)	use long, complicated sentences
		D)	use jargon when writing to coworkers


13.	What is the term for reading only the parts of a report that outline or summarize its contents?
		A)	summarizing
		B)	previewing
		C)	skimming
		D)	note-taking


14.	What type of business correspondence should you use if you need to write to a person in another division of your company to request a copy of a report?
		A)	letter
		B)	fax
		C)	memo
		D)	all of the above


15.	What is the name for the machine that translates data from your computer into digital signals that can be sent across phone lines?
		A)	fax machine
		B)	modem
		C)	e-mail machine
		D)	laptop