NEW
Font size
WorksheetsMastering Professional Communication ch 4
Total questions: 35
Worksheet time: 1hrs 9mins
Priya has just started a new job and wants to get to know her co-workers better. Which of the following topics would be appropriate for Priya to discuss at work with her co-workers?
Your religious beliefs.
General information about your family.
Your salary.
Poor judgments you made over the weekend.
When handling an emergency call, you should prioritize all of the following except:
Remaining calm and reassuring the caller.
Providing step-by-step instructions for medical procedures.
Gathering essential details such as location and type of emergency.
Assessing the urgency of the situation.
Samuel works at a customer service desk. One day, he receives a call from an angry customer. What is the best approach for Samuel to handle the situation?
Explain that you just answer the phone and did not cause the problem.
Listen and calmly ask questions.
Hang up.
Transfer the caller to someone else.
Which of the following is an appropriate use of email in a professional setting?
Sharing personal stories and emotions.
Delivering important updates quickly and clearly.
Replacing all in-person meetings.
Building friendships among colleagues.
When answering a business phone call, your initial greeting:
Should be consistent to maintain professionalism.
Should change depending on the time of day.
Should immediately ask for the caller’s company.
Should avoid mentioning your department.
Anika has started working at a hospital. Which specialized form of language should she use when communicating with her colleagues?
Slang.
Profanity.
Medical terminology.
Exaggeration.
Samuel needs to leave a message over the telephone for a patient who is not available. What should Samuel do?
State your telephone number slowly.
State your name, role, affiliation, and the time of your call, including the date.
Indicate whether the message is urgent.
All the options.
The diving board approach to composing a written document is:
Using breathing techniques for writing so that you can start without causing anxiety to surface.
Taking the “plunge” and start writing aimlessly and without purpose to communicate information.
Enabling you to start writing when you know what you want to convey and go back later to fill in blanks and rearrange things.
Preventing revisions and editing.
It is wise to maintain a phone log or phone notes because:
You frequently have to transmit information.
It makes it easier to be sure you made or returned all the phone calls needed.
It is easy to forget whom you spoke to about what.
All the above.
What is the primary goal when you write?
To share ideas with others.
To impress your audience.
To follow strict rules.
Document your care and your concerns
What does the tone of a text refer to?
The vocabulary used.
Your manners in writing
The length of sentences.
The use of metaphors and synonyms.
Which of the following is not a benefit of using mind maps?
They encourage creative thinking and idea generation.
They visually display relationships between concepts.
They can substitute the need for drafting and revising written work.
They assist in planning the structure of essays or reports.
Transitional words:
Are the same as conjunctions
Are used for writing to someone in a different age group
Can be eliminated without confusion
Are like signposts to signal logical processes to your reader
When you "Reply All", who receives the email?
Only the sender
You and the sender
Everyone who received the initial email
Everyone plus you
"Mrs. Cruise, I will not be at work next week because I am going out of town" is an example of a GOOD Subject Line.
True
False
"Good Morning Mr. Thomas" is an example of a ________.
Salutation
Email Body
Closing Statement
CC
"Love and Hugs" is an appropriate closing statement for Business emails.
True
False
The professional use of email includes:
Concise, rapid Delivery of essential information
Emotional responses needing to convey one's feelings
Substitutions for face-to-face communications
Communicating to improve social interactions with co-workers
The color code approach to writing reports and other longer pieces:
Makes for more visual presentation
Requires a color printer
Makes you report simple to understand
Allows you to organize your report and group similar thoughts together
Adding more detail to a sentence, such as, “Before ending his shift” at the beginning of “Ryan reviewed the patient schedule for the next day” is called a:
Adverb
Modifier
Fragments
Transitional Word
The advantages of mind mapping include all the following except:
It engages both your right brain and left brain hemispheres in the writing process.
Its graphic nature suggests more related thoughts and connections.
It can substitute for a written work.
It can help you decide how to organize a written work.
Reading can help you speak better in all the following ways except:
Looking busy between patients
Increasing your vocabulary
Giving you more to talk about
Building empathy skills by identifying with characters
If possible, answer the phone before the third ring because:
That gives you enough time to compose your greeting.
Nobody likes to be kept waiting on the phone.
A ringing phone can irritate others.
It could be an emergency.
When speaking to a patient, it is recommended to make eye contact. This is an example of:
Non-Verbal Communication
Verbal Communication
Visual Communication
Written Communication
Choose the best way to rewrite this email to your teacher:
Did I miss anything?
Did I miss anything important?
What did I miss in class?
What did I miss during 2nd block on January 19th, I was out sick?
Mrs. Castillo, what did I miss when I was absent?
Which of the following is a sign of active listening?
paraphrasing, or summarizing what someone has said
interrupting, or talking over someone
changing the subject
being totally silent while someone else talks
Which posture best shows that a person is actively listening?
slouching
putting your head down on your desk
sitting up straight
facing away from the speaker
Which of the following is a verbal cue you can use to show you’re actively listening?
loudly saying "mhmm, mhmm"
interrupting
humming a song to yourself
asking a follow up question
Giving the speaker your undivided attention, and acknowledge the message is a sign of active listening.
false
true
Nonverbal communication also "speaks" loudly when it comes to active listening.
True
false
Our own personal beliefs can distort what we hear.
false
true
It is not a good idea to use your own body language and gestures to convey your attention to the speaker
false
true
Use ____, the sense of what to do or say to avoid being or insulting.
Communication
Listening
Statistics
Tact
A communicator that is using Tact, is usually a
Begger
Leveler
Judge
Escape Artist
What does Candor mean?
Being frank
Being Sincere
Being Open
All of the above
