REVIEW QUESTIONS

Module 1: Foundation of Professional Communication

I) Introduction to Communication
1. Match each of the following premises with the appropriate essential element of
communication.
Elements: Premises:
1. _L_E_ Source A. Formal dress I. A person rolling their eyes
2. _B_D_ Message B. Requesting a meeting J. A person driving a car
3. _C_H_ Channel C. Memorandum K. Expectations
4. _F_J_ Receiver D. Outlining directions L. A person giving a speech
5. _I_O_ Feedback E. An illustrator M. Silence
6. _A_N_ Environment F. Student in a lecture N. Sound equipment
7. _K_M_ Context G. Multitasking O. A person nodding
8. _G_P_ Interference H. Voicemail messages P. A noisy ceiling fan

2. Tomás argues that existentialism is a waste of time. Billy does not understand what
the word “existentialism” means, but he nevertheless responds to Tomás with the
rebuttal that no human endeavour is a waste of time unless life itself is a waste too.
According to the definition of communication presented in the reading, have Tomás
and Billy communicated? Why, or why not? CC-BY
a) Yes, because they exchanged messages.
b) Yes, because Billy’s response completed the process of communication.
c) No, because the exchange lacked understanding and lacked shared meaning.
d) No, because the exchange represented an incomplete process.

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 3. What is the difference between the environment and the context as elements in
the process of communication? CC-BY
a) The environment includes the place and time when the communication takes
place; the context is the way the speaker phrases the message.
b) The environment includes the mood of the audience and the room where the
speech takes place. The context includes the audience’s expectations.
c) The environment includes the physical and psychological characteristics of
where the speech takes place. The context involves the expectations of the
audience.
d) The environment includes the prior knowledge and expectations of the
audience. The context involves where the communication is taking place and
the communication channel used.

4. Sanjay and Eileen are planning a fundraising event. Eileen prepares a timeline of
activities and emails it to Sanjay for approval before she proceeds. Unfortunately,
the email gets deposited into Sanjay’s “junk mail” folder instead of his inbox, so
Sanjay never responds to it. As a result, their fundraising plans are delayed.
Which of the essential elements of communication identified in the reading were
the sources of the problem that Sanjay and Eileen encountered? CC-BY
a) The message (the timeline) and the channel (email)
b) The source (Eileen) and the receiver (Sanjay)
c) The channel (email) and the context (Eileen’s expectation of an answer from
Sanjay)
d) The context (Eileen’s expectation of an answer from Sanjay) and the
interference (the email system’s email routing error)
e) The receiver (Sanjay) and the feedback (Sanjay’s failure to respond)

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 5. Regardless of whether a student is listening to the recording of a lecture or
reading another student’s notes on that lecture, which of the following can
represent the communication environment? CC-BY
a) The student is on a bus headed back to their dorm room.
b) Because they are worried about paying their rent, the student is unable to
concentrate on the material.
c) The lecturer is a very good speaker.
d) The lecture is lengthy and complex.

II) Getting to Know Your Audience

(1) What is a primary audience? The person or people you intend to communicate
with.
(2) What is a secondary audience? Someone you can reasonably predict will also
see your message.
(3) What is a hidden audience? Someone who was not expected to see your
message, but did.
(4) What are explicit expectations? Things your audience has pointed out so that
you know what they expect from you.
(5) What are implicit expectations? Things that are commonly understood even
though they have not been stated.

(6) Match each of the following scenarios with the appropriate purpose of the
message. Some scenarios may be applicable to more than one purpose.

Purpose of the Message: Scenario:

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 1. _B_F_ Persuade A. An MC introduces the keynote speaker.
2. _E_A_ Inform B. You highlight a problem and offer your
company’s solution to that problem.
3. _F_C_D Entertain C. A friend delivers a roast speech at your birthday.
D. Your friend sends you a YouTube cat video.
E. An Ikea furniture assembly booklet.
F. A commercial about the dangers of texting and
driving during a zombie apocalypse.

6. Below you will find three scenarios that you can use to practise your ability to
identify your audience. Using this Audience Analysis Form, complete an audience
analysis for each of the three scenarios below. Compare your results with those of
your peers or classmates.

Scenario 1: Persuade
You have the opportunity to scuba dive off of Yap Island in Micronesia with a team of
ecologists, an activity that will also help your education objectives to study marine
biology. The problem is you don’t have the money to do it, but you believe you can
raise the money by participating in a fundraising event. You want to persuade the
people in your social circle who you think would sponsor you. The five people you
immediately think of are your wealthy grandparents, whom you have not called in over
two years; two friends from elementary school you are still somewhat close to and
have high-paying jobs; and your mom, who will do anything for you but struggles a bit
financially since losing her job five years ago.

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 Scenario 2: Inform
You work in a medium-sized two-storey building where about 150 people work at the
company ACME Inc. Fifty people make up a mobile salesforce, and they are in and out
of the office all the time, always on their smartphones. Another 50 people have
flexible work arrangements and do a lot of work from home. Another 25 people do
call-centre work and are usually on their headsets and on computers solving client
problems. You are the person responsible for communicating safety issues, and your
boss asks you to inform everyone in the building about an upcoming fire alarm testing
procedure. Your boss explains that the last time this testing was done, several people
complained about not having been informed in advance about the alarms and had
difficulty doing business because of the noise.

Scenario 3: Entertain
Your boss selects you to be the master of ceremonies for your company’s upcoming
50th anniversary celebration. You find out that the ceremony will be attended by
international dignitaries; local politicians; and the board of directors; as well as most
of the company’s 50 employees—largely middle-aged engineers and some disgruntled
support staff, mostly in their 20s, who believe they are being underpaid.

7. Read each of the premises below and match each one to the appropriate place
within the AUDIENCE job aid for that information.
AUDIENCE Category: Premises:
1. __D__ Analyze A. 20- to 30-year-olds in their first year of college.
2. __H__ Understand B. You need to rewrite a message without jargon.
3. __A__ Demographics C. Prior to a meeting, an agenda will be circulated.
4. __E__ Interest D. You identify co-workers and others in the

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 organization.
5. __G__ Environment E. The event will count toward continuing
education credits.
6. __F__ Needs F. The place, date, and time of an event.
7. __B__ Customize G. A noisy coffee shop.
8. __C__ Expectations H. An employee with vast experience with the topic.

8. It is the end of the day, and your audience is eager to go home. As you begin your
presentation, what element in the communication process can you adjust to get
their attention?
a) The environment
b) The message
c) The interference
d) The receiver
e) The source

9. Which of the following would be an effective customization because it creates

common ground between communicator and audience?
a) An adult warns teenagers about the dangers of drinking and driving.
b) A teenager tells a group of parents the story of another teenager who tried to
divorce her parents because they would not let her stay out late on Saturday
nights.
c) A supervisor tells line workers about the time he fell asleep on the line and
almost got fired.
d) A doctor shocks a group of medical students with images of gunshot wounds
to the head.

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 Feedback: The supervisor is enhancing the delivery of their message by customizing the
delivery using a personal story. This builds empathy and connects with the audience.
10. Which of the following is the most difficult communication barrier to anticipate?
a) Using words that contribute to poor grammar
b) Using words that exhibit poor spelling
c) Using words that can be misinterpreted culturally or contextually
d) Using words that make the presentation distracting
e) Using words that are delivered in an inappropriate format
Feedback: While you can try to predict how various groups might interpret words
differently, the effect that words have on communication is not as predictable as in the
other options here.
11. Laetitia is representing a solar-panel company at a home builders’ convention. Her
job is to explain to builders how easy it is to install rooftop solar panels so they will
recommend the product to their clients. What is the general purpose of Laetitia’s
presentation?
a) To inform
b) To persuade
c) To demonstrate
d) To entertain
e) To perform a ritual
Feedback: While Laetitia is informing the builders about the solar panels, her ultimate
goal is to sell more product. She can achieve this if she succeeds in persuading the
builders that her product has some benefit and that they will recommend it to their
clients.

12. Which of the following is NOT a general purpose for communicating a message?

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 a) To inform
b) To persuade
c) To entertain
d) To comment
Feedback: As we discussed in this chapter, the three purposes of a message are to
inform, persuade, and/or entertain.

C. Choosing a Communications Channel

Gestures are a form of non-verbal communication. True False
Speech is a form of verbal communication. True False
Writing is a category of communication channels. True False
Written communication works best when interaction is not required. True False
Unlike personal face-to-face communication, messaging using digital channels requires
more planning and thought in order to avoid misunderstandings. True False
Feedback: Since digital communication does not normally provide for personal
characteristics like tone and body language, messages need to be very clear and
unambiguous. The communicator needs to plan and review the message carefully to
ensure it is received and understood as intended.
Because it is so prevalent today, email is a very good way to send important messages
or messages that require immediate attention. True False
Feedback: Because of the commonly high volume of emails, most business personnel
do not respond quickly to messages, even those flagged as important. For immediate
attention of important messages, a more direct channel would be a better choice.

When you are careful to articulate your words as clearly as possible and use a vivid,
specific vocabulary, what aspect of communication are you focusing on?

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 a) Environmental noise
b) Psychological noise
c) Interaction
d) Verbal context
e) Mental imagery

Which format would provide the most effective way for a supervisor to deliver a
negative news message about an employee’s carelessness on the job?
a) Explain the problem in an email to the employee.
b) Invite the employee to lunch and explain the problem then.
c) Ask the employee to meet with you privately in your office.
d) Leave a sealed note on the door of the employee’s locker.

Crafting Your Message with Plain Language

Decide whether each of the following sentences is active or passive.
● Matt Damon and Ben Affleck grew up together and are still colleagues and
friends today. Answer: Active
● An Oscar was given to Matt Damon and Ben Affleck for the Good Will Hunting
script. Answer: Passive
● Jason Bourne, a character from the novels of Robert Ludlum, was played several
times by Matt Damon. Answer: Passive
● Besides acting in the Bourne movies, Matt also played the title character in Good
Will Hunting, Saving Private Ryan, and The Talented Mr. Ripley. Answer: Active
Hint: You can figure this out by asking yourself, “Is the doer in the subject position
paired with an action verb?” If you answer yes, the sentence uses active voice.

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 Rewrite each of these sentences using an action verb in active voice:
1. The report was written by the director of sales.
1. The director of sales wrote the report.
2. The movie was enjoyed by all of us.
2. We all enjoyed the movie.
3. A safety presentation was given in the afternoon regarding workplace fire hazards by
Mr. James.
3. Mr. James gave an afternoon presentation about workplace fire hazards.

Rewrite the following sentences, eliminating unnecessary words. (You may use more
than one short sentence.)
● I was late because of the fact that I could not leave the house until such time as
my mother was ready to go. Answer: I was late because I had to wait for my
mother to get ready.
● I used a pair of hot pads to remove the hot dishes from the oven. Answer: I
removed the dishes from the oven with a pair of hot pads.
● The bus arrived at 7:40 AM, I got on the bus at 7:41 AM, and I was getting off the
bus by 7:49 AM. Answer: The bus arrived at 7:40 AM. It took me a minute to get
on, and I got off eight minutes later.
● The surface of the clean glass sparkled. Answer: The clean glass surface
sparkled.
● There are a number of principles you can follow to ensure you are ready for your
interview. Answer: To be ready for your interview, follow these principles.
● There is a mechanic I know who operates a shop in town who offers great
service. Answer: I know a mechanic with a shop in town who offers great service,
or: A mechanic I know in town offers great service at his shop.

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 Read the following statement: “It was determined by the committee that the report was
inconclusive.” Identify which of the five plain-language principles the writer has NOT
followed.
a) Active Voice
b) Common Words
c) Conciseness
d) Reader Focus
e) Positive Tone

Which of the following is FALSE?

a) Clichés are communication obstacles because they are overused.
b) Jargon should be avoided at all times, because it is too occupation
specific.
c) You can use slang to target specific audiences.
d) Doublespeak is not ethical.

Which of the following is NOT a good way to ensure that your document’s tone matches
its intent?
a) Read it out loud, so you can hear how the words you have chosen reflect
the tone of your messages.
b) Listen to or watch presentations that are known for having used tone
effectively.
c) Get several people to read your work and give you feedback on its tone.
d) Publish or send the document and wait for feedback from your readers.

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 One of the pages on the University of Midland’s Human Resources website starts with
the following paragraph: “The Tuition Assistance Program (TAP) replaced the Tuition
Remission and Reimbursement Program (TRR) effective November 1, 2004. This
program was implemented with the Spring Semester 2005. TAP is an employee
supplemental educational assistance program.” Is this an effective message? Why, or
why not?
a) Yes, it is effective, because it contains precise information and identifies
abbreviations (TAP, TRR) before using them.
b) Yes, it is effective, because it starts by making sure readers are not
confused by the changes in the program.
c) No, it is not effective, because it contains information that is now
irrelevant and defines the most important term last instead of first.
d) No, it is not effective, because when the new program was implemented is
irrelevant and the name of the old program communicated the benefit
more accurately than the new name.
e) Each of the options above contains flawed details, and so none are 100
percent correct.

“Best practices,” “centres of excellence,” “core competencies,” “mission critical,” “roll

out,” and “performance management” are all examples of:
a) Clichés
b) Jargon
c) Slang
d) Sexism

The following statement lacks which principle of plain language?

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 “Despite the fact that Mrs. Armadio will not be present at the commencement of
her kitchen renovation project, as her legal representative, I am authorized to
coordinate with the foreman of the construction crew about how the project will
proceed.”
f) Active voice
g) Common words
h) Positive tone
i) Organization
j) Conciseness

A Picture is Worth 1,000 Words: Using Visuals

Joseph is completing a marketing report that summarizes a series of calculations and
complex numerical data. Which of the following visuals would you recommend he use?
a) Symbols
b) Graphs
c) Photos
d) Illustrations
e) Diagrams
Feedback: Joseph is attempting to communicate numerical information. In most cases
graphs (line graphs, bar graphs, and pie charts) are the best choice for visually
communicating numerical information.

Sally is organizing a fundraiser at work and wants to share with her co-workers their
progress toward the final goal. Which of the following visuals would you recommend
she use?
a) Icons
b) A line graph
c) Photos
d) Illustrations
e) A pie chart
Feedback: Line graphs are a simple and strong method for communicating the
relationship between two sets of data, in this case the progress of fundraising over
time.

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 Megan is responsible for communicating the new organizational structure of her
department at work. Which of the following visuals would you recommend she use to
clearly visualize the different levels and relationships between each position in her
department?
a) Symbols
b) Graphs
c) Photos
d) Tables
e) Diagrams
Feedback: Diagrams are useful to illustrate the components of a whole, such as the
positions in Megan’s department. Diagrams are also useful in showing the relationship
between things, therefore making it the best choice.

After creating an illustration, the creator must register the visual with the Canadian
Copyright Office to obtain copyright on their work. True False
Feedback: As soon as the illustration is created, the creator automatically has the
copyrights to it.

A farm that specializes in raising orphaned livestock posts the photograph, shown
below, and the story behind it on various Internet websites involving the raising of
horses and other livestock. The use of this visual would be considered:

a) Analogical

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 b) Decorative
c) Organizational
d) Representational
Feedback: This photograph would be representational of the story the farm included
with the social media posts, increasing audience interest.
Decorative visuals are best when you want to:
a) show the relationships between ideas or data
b) provoke audience attention and interest
c) demonstrate what a finished product looks like
d) connect new information to concepts the audience is familiar with
Feedback: Recall that decorative visuals are not related to the objective or actions
represented in the text. Their purpose is to gain attention and increase audience
interest, but they have no direct relationship to the message.
Melody wants to persuade people to spay or neuter their pets, so, in her presentation,
she inserts a photo of six drowned kittens. The photo caption reads, “This is what
happens to unwanted pets!” Assuming that nobody spayed or neutered their pets as a
result, was the visual effective in enhancing the communication? Why or why not?
a) It was effective, because the image of dead kittens is shocking.
b) It was effective, because the image of dead kittens is memorable.
c) It was not effective, because no one was persuaded to spay or neuter their
pets.
d) It was be effective, because the image does not extend the scope of her
message.
Feedback: Although the image would likely be very memorable to the audience, Melody
runs the risk of the audience not connecting the importance of spaying and/or neutering
their own pets to the image.

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 What is the problem with failing to credit your sources of information or visuals in a
business presentation?
a) It is plagiarism.
b) It could be considered fraud.
c) It could result in embarrassment.
d) All of the above
Feedback: It is acceptable to use the information and visuals gathered from other
sources, but it is critical you use them ethically. Pay close attention the the copyright
and Creative Commons licenses of the works, and the sources of information you use
or reference.
You use pictures of buildings you found on Flickr under a CC-BY search, to show the
colours available for your company’s steel building. Because you are just using the
pictures to show colours, not the buildings themselves, are you free to use the images
without citing the source?
a) Yes, because you are using the pictures just to show colors, not to sell
buildings.
b) No, because the CC-BY license requires attribution to the creator.
c) Yes, because you would not talk about the buildings shown in the pictures.
d) No, because even if you do not talk about the buildings, the audience might still
think that your company built them.
e) Yes, because the images are publicly available online.
Feedback: Just because you can find images using a search engine does not mean you
can use those images any way you please. Be sure to check copyright statements on
websites before using their images, and adhere to the requirements of Creative
Commons licensed work.

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 From Shotgun to Boomerang: Using Feedback
Direct feedback only occurs when all parties involved are together at the same time.
True False

Non-verbal feedback is not considered direct feedback. True False

A blog’s comment section is a direct feedback tool. True False

A message initiated by email to a specific person is a type of direct feedback.

True False

Non-verbal feedback is considered to be indirect feedback. True False

Indirect feedback is usually more reliable than direct feedback because of the way it is
communicated. True False

Which one of the following best describes indirect feedback?

a) Feedback that comes directly from the source
b) Feedback that comes directly from the receiver
c) Customer comments to a department manager about a staff member
d) Original comments made to a blog or discussion forum

You post an article to a website, and the site provides an opportunity for users to
respond. Several initial responses are posted offering some insights on the quality of
the information in the article.
Determine if each of the following are true or false about the article feedback.

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 ● Tom provides an initial response but disagrees with a few key points of the
article. This is an example of direct feedback. True False
Feedback: This is direct feedback since it is an initial response directly related to the
article.
● Jane posts a link to a funny cat video she thinks you would like. This is an
example of direct feedback. True False
Feedback: This is not direct feedback because Jane’s post is completely unrelated to
your article.

Internal feedback is a type that can only come from the intended audience.
True False
Feedback: Audiences are receivers of information.

Internal feedback can be described as inviting feedback from specialists in a field of

study or an engineer familiar with technical details of a product, to ensure accuracy.
True False

Internal feedback can be referred to as being intrinsic, since it is provided by the author
or creator of something. True False

Which one of the following is not a type of internal feedback?

a) Proofreading your work for spelling errors
b) Checking the oil level of an engine
c) Tasting food for sweetness
d) Extrinsic feedback

External feedback comes from receivers of a message. True False

External feedback may take longer to receive than internal feedback. True False

Which one of the following is NOT an example of external feedback?

a) Watching a video of your performance
b) Employee performance evaluation
c) Sense of smell

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 d) Completing an interactive tutorial

In a conference call with a dozen people, Suletu leads the group through a list of seven
important actions that must be undertaken immediately. After she finishes describing
each action, she moves on to the next without delay. Once she has covered all seven,
she gives a gracious conclusion and ends the call. Suletu later receives emails from
several participants with questions. Her presentation resulted in no questions during the
conference but many questions afterward. What was missing in Suletu’s presentation?
a) Her style did not accommodate feedback in an effective way.
b) Her style did not use enough repetition so participants could keep up with her and
recall what she did.
c) Her style did not include the time and space her audience needed to absorb the
content she presented.
d) All of the above.
e) None of the above.

Bill is a contract worker at an advertising agency. His manager recently discovered that
Bill is also doing work for another firm. The manager calls Bill to his office for a chat. He
tells Bill that his work is outstanding and that he really values having him on board. The
manager also comments about Bill working for the other firm and suggests that Bill
review the HR policies related to this.
What type(s) of feedback is/are provided in this scenario? Explain your answer.
Feedback: The manager has provided direct feedback to Bill about his work, although it
is vague and not based on any specific criteria. It is judgmental. He has also referred Bill
to HR policies regarding working for the other firm, instead of commenting on this
himself. The HR policies provide a source of indirect feedback. However since they are

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 policies, they provide more clarity for Bill to determine if and how working at the other
firm may be problematic.

After a department staff meeting, Sonia tells you, “Tom really aced the presentation
today on email etiquette.” She also says, “Tom has a lot of experience, and it shows.”
Are Sonia’s comments direct or indirect feedback? Explain your answer.
Feedback: Both comments are indirect, since they are about Tom and not you. These
comments are also value judgements and not based on specific criteria. The scenario
does not indicate that the meeting was about Tom’s presentation, but if it had been, the
first comment although vague, could be viewed as direct feedback. The second is still
based on personal judgement.

Which one of the following best describes the term “response rate”?
a) The number of replies received
b) The number of replies received related to the number of requests sent
c) The number of replies received from external recipients
d) The number of replies received from internal recipients

Determine whether each of the following statements are true or false.

● A high number of responses for feedback requests indicates that a product or
service is successful.
True False

● Using a page counter on a website is a feedback method that can indicate a

site’s success or appeal.
True False

● Website cookies can provide a more accurate measure of a site’s success or

appeal.
True False

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 ● Focus group is a method of gathering qualitative data.
True False

● Survey is a method of gathering quantitative data.

True False

● If I already know what the issues are, the best method to gather feedback is with
a focus group.
True False

● A focus group is better than a survey to get feedback on a product’s market

viability.
True False

● Focus group feedback is typically based on direct user experience.

True False

● Since surveys are best used to gather quantitative feedback, the results make it
easier to set benchmarks.
True False

● A website’s “bounce rate” is a good indicator about its usefulness and utilization.
True False

Match each of the following characteristic to its feedback method.

Methods: Premises:
1. _B_C_F_ Survey A. Exploratory
2. _A_D_E_ Focus Group B. Conclusive
C. Quantitative
D. Qualitative
E. Interactive
F. Inflexible

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