1. What are the contexts for business and professional excellence?

2. Why is it important to study communication?

3. Why must a speaker consider all the elements in the communication model for communication with excellence?

4. Discuss the KEYS process introduced in this chapter. What are the four KEYS features?

5. Work through a personal example—something you either encountered in the past or are presently experiencing—to help you make sense of the KEYS process. Does it help you get more familiar with the situation? Are there changes you need to make considering this particular situation?