2.

Define the five traits and skills listed in the chapter that demonstrate
professionalism. (Obj. 1):
1. Civility (manners and politeness in contemporary society)
2. Polish (making first impressions, shaking hands, improving one’s voice quality,
listening, and presenting well)
3. Business and dining etiquette ( proper business attire and thinking about the other
people you’re with)
4. Social intelligence ( the ability to get along well with others and to get them to
cooperate with you)
5. Soft skills (technical knowledge in your field).
3. Explain the advantages of face-to-face conversation over other communication
channels. (Obj. 2):
Richest communication channel because you can use your voice and body
language to make a point, convey warmly, and build rapport. Less misunderstandings
because you can read feedback make necessary adjustments, and cooperate to have
mutual gain.

4. Why is voice an important communication tool, and how can businesspeople use it
effectively? (Obj. 2):
A voice carries so much nonverbal meaning and if you learn some tricks you can
use your voice more effectively including learning how to control your pronunciation,
voice quality, pitch, volume, rate, and emphasis.

5. How can you ensure that your telephone calls on the job are productive? Name at
least six suggestions. (Obj. 3):

Six suggestions:
1. Plan a mini-agenda
2. Use a three-point introduction
3. Be brisk if you are rushed
4. Be cheerful and accurate
5. Be professional
6. Be courteous