Succeeding in the World of Work

Chapter 15: Professional Communication Skills

Interactive Practice Tests

1
What is the term for the way a word's vowels and consonants are spoken and how its syllables are stressed?
A)pronunciation
B)intonation
C)enunciation
D)empathy
2
What is the term for listening and responding with full attention to what is being said?
A)courtesy
B)attention
C)active listening
D)enthusiasm
3
What is the term for the use of communication skills to meet the needs of customers and clients?
A)correspondence
B)customer relations
C)management
D)public speaking
4
Thinking about the beliefs, values, and interests of your listeners is part of knowing your
A)subject.
B)audience.
C)purpose.
D)style.
5
Which of the following is NOT an example of a nonverbal signal?
A)eye contact.
B)gestures.
C)tone of voice.
D)e-mail message.
6
Addressing people by name is
A)a good way to make emotional contact.
B)a persuasive technique.
C)rude if you don't know them personally.
D)a way of using inflection.
7
Leaning towards the speaker to show you are interested is an example of
A)inflection.
B)skimming.
C)active listening.
D)organizing an oral message.
8
Which sentence shows a clear and straightforward writing style?
A)"The two parties had a substantive disconnect on the issue."
B)"The progress report was written belatedly by Fred."
C)"Everyone on the team appreciates May's positive attitude."
D)"There's no reason to make a mountain out of a molehill."
9
One way to practice good speaking habits is to
A)avoid enunciating your words.
B)always keep your hands at your sides.
C)use a lot of big words.
D)avoid nonwords and "empty" words.
10
When making telephone calls, be sure to
A)leave a lengthy message if the person you are calling is not there.
B)call first thing in the morning.
C)smile while you speak.
D)avoid enunciation and intonation.
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