BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
63 223 Business Communication I
Chapter 1 / Exercise
PART A / Mulitple Choice
1. A skill cited by human resource professionals used to determine
employees for the Twenty-first Century include all except which of the
following:
a) Past work experience
b) Teamwork/collaboration
c) Oral communication
d) Written communication
e) Critical thinking skills
2. Effective communication can be defined as the process of
a) Sending messages
b) Listening to someone
c) Talking to one or more people
d) Expressing ideas
e) Sharing understanding
3. Encoding involves
a) Sending a letter to someone
b) Changing thoughts/feelings into symbols (language)
c) Figuring out how something works
d) Changing symbols (language) into thoughts/feelings
e) Recognizing your role as a "transceiver"
4. Acknowledging that communication is influenced by whom you are
talking with is described as the
a) Relational context
b) Physical context
c) Chronological context
d) Cultural context
e) Functional context
5. Sharing your point of view about a woman's right to chose is described as
a) Foolish talk
b) Information talk
c) Small talk
d) Opinion talk
e) Feelings talk
6. Recognizing that you are not achieving shared understanding because
you are thinking about your upcoming vacation while listening to a friend
is an example of
a) Semantic voice
b) Vacation noise
c) Internal noise
d) White noise
e) External noise
Ebru Inanc
63 223 Business Communication I
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
7. Arguing with your elderly neighbor because you both just don't have the
same view of the world is an example of a
a) Generation gap
b) Gap clothing
c) Culture gap
d) Cultural gap
e) Gender gap
8. Noting how employees interact at work, how managers treat their
subordinates, and how promotions are granted reflect the
a) Physical context
b) Relational context
c) Corporate culture
d) Functional context
e) Ethnic culture
9. Withholding information about an employee who has been stealing at
work is an example of which communication principle?
a) Communication occurs at different levels
b) Communication has its limitations
c) Communication requires ethical choices
d) Communication is unavoidable
e) Communication occurs within a context
10.E-mailing your teacher a question, listening to lectures on podcasts,
sending assignments in via your laptop are examples of
a) Being addicted to technology
b) Techno-phobia
c) Impersonal communication
d) Technology influencing your occupation
e) Technology influencing your learning
PART B / True-False
1. The functional context refers to where the communication takes place.
True
False
2. Semantic noise occurs when the receiver of a message has a different
meaning for the word or gesture.
True
False
3. Communication can solve all of your interpersonal problems.
True
False
4. Coworkers voicing political viewpoints over lunch or classmates telling
each other the perspectives they have on the school grading policies are
examples of opinion talk.
True
False
5. The channel is the medium through which the message travels from
sender to receiver.
True
False
Ebru Inanc
63 223 Business Communication I
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
6. This process of assigning meaning to symbols is called encoding.
True
False
7. External noise can be present when technicians use jargon with
laypersons.
True
False
8. Feedback is the receiver's indication of how the message is seen, heard,
and understood, and often how the receiver feels.
True
False
9. Small talk is the level of conversation that enables you to establish contact
with others and build rapport.
True
False
10. Communication is unavoidable.
True
False
PART C / Short Answer Questions
1. Please explain the types of channels within an organisation
. Downward Channels: passing information from superior to subordinate to;
• give job instructions
• bring about understanding of the job
• provide information about procedures
• provide feedback about performances of subordinates
b. Upward Channels: provides subordinates to convey information to their
superiors to;
• gain feedback and learn about problems that affect efficiency,
• evaluate employee attitudes and perceptions
c. Lateral Channels: conveying information between individuals and units on the
same hierarchical level for;
• the coordination of tasks
• sharing of information,
• problem solving
• conflict resolution
This type of communication is persuasive and suggestive rather than directive or
authoritative
d. Informal Channels: grapevine
Single-strand: Each person recieves information from one person and
passes it on to one more
Gossip: one individual passes the news to all others
Probability: Information is passed on randomly
Cluster: Channel members selectively choose their informal communication links
Ebru Inanc
63 223 Business Communication I
BILKENT UNIVERSITY
APPLIED SCHOOL OF TECHNOLOGY AND MANAGEMENT
BUSINESS INFORMATION MANAGEMENT
2. Please explain the barriers to communication; problems caused by the
sender, problems in transmission, problems caused in reception and
problems in receiver
Barriers to Communication / Problems caused by the sender








The amount of information the individual has about the subject of the message
Not much information
Too much knowledge
Indecission regarding how to present the information
The order of the presentation
Lack of familiarity with the audience
Emotional conflict
Lack of experience in speaking or writing
Barriers to Communication / Problems in transmission




Illegible material as a result of poor typing, poor photocopying, poor handwriting
Poor acustics
Use of too many transmission links
Transmission of conflicting messages
Barriers to Communication / Problems in reception
 The surrounding environment
 Receiver’s physical condition
 Receiver’s failure to pay attention to the message
– Simultaneous receipt of two or more messages
– Receiver is bored
Barriers to Communication / Problems in receiver comprehension
 Receiver may not understand some of the words used
 Personal interests
 Emotional responses
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63 223 Business Communication I