MGT-420 Final Exam GCU Questions with Correct Answers
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Course
MGT420
Institution
MGT420
The communication process - Answer-the steps between a source and a receiver that result in the transfer and understanding of meaning
Communication Channels - Answer-The various ways in which a message can be sent, ranging from one-on-one in-person meetings to Internet message boards.
Barrier...
MGT-420 Final Exam GCU Questions
with Correct Answers
The communication process - Answer-the steps between a source and a receiver that
result in the transfer and understanding of meaning
Communication Channels - Answer-The various ways in which a message can be sent,
ranging from one-on-one in-person meetings to Internet message boards.
Barriers to communication - Answer-Obstacles that interrupt the flow of conveying and
receiving messages.
The "grapevine" - Answer-an informal channel of communication, separate from
management's formal, official communication channels
Relational Violation - Answer-a violation of the "boundary" of acceptable behavior in a
relationship
Relational Repair - Answer-involves actions to return the relationship to a positive state
Nonverbal communication - Answer-communication using body movements, gestures,
and facial expressions rather than speech
Attribution Bias - Answer-the tendency to attribute one's own negative behavior to
external causes and one's positive actions to internal states
Supportive Communication Principles - Answer-are techniques for navigating difficult
conversations. They are designed to reduce emotional defenses that arise in conflict
situations by focusing on joint problem solving.
Joint Problem Solving - Answer-involves framing a problem in an objective rather than
accusatory or confrontational manner. Individuals need to step back from the emotion of
the situation and think deeply about how, if the problem is fixed, both parties will benefit.
Defensiveness - Answer-Putting up an emotional guard against negative opinion.
Disconfirmation - Answer-the existence of a discrepancy between expectations and
performance
Problem-Oriented, Not Person-Oriented - Answer-can be alleviated using a problem-
oriented, not person-oriented approach. This technique focuses on identifying specific
behaviors that can be changed to make the situation better. It is often referred to as
using "I" statements rather than "You" statements:
, Developmental Feedback - Answer-giving feedback in an honest and constructive way
that helps another to improve
The Johari Window - Answer-a visual representation of components of the self that are
known or unknown to the self and to others
Active Listening - Answer-Empathic listening in which the listener echoes, restates, and
clarifies. A feature of Rogers' client-centered therapy.
Functional vs. Dysfunctional Conflict - Answer-Functional conflict results in benefits to
individuals, the team, or the organization.
•Dysfunctional conflict works to the disadvantage of an individual or team.
Substantive and Emotional Conflict - Answer-•Substantive conflict is a fundamental
disagreement over ends or goals to be pursued and the means for their
accomplishment.
•Emotional conflict involves interpersonal difficulties that arise over feelings of: anger,
mistrust, dislike, fear and resentment
Reducing Differences - Answer-Reducing differences involves getting everyone
involved to adopt new attitudes, behaviors, and approaches toward one another. This
conflict management strategy focuses on conflict resolution and is an appropriate
strategy for handling dysfunctional conflict.
Tolerating Differences - Answer-•Tolerating differences involves pushing members to
value and appreciate differences. This strategy focuses on conflict management rather
than conflict resolution.
Relational Conflict - Answer-•is emotional conflict that comes from incompatibility in
identity, ideology, interpersonal style, and values.
Ladder of Inference - Answer-•members critically analyze why they have a particular
ideological belief.
Superordinate Identity - Answer-focuses on a higher order identity that unites across
groups.
Upward Referral - Answer-Problems are moved from the level of conflicting individual or
teams and referred up the hierarchy for more senior managers to address.
Status Conflict - Answer-disputes over status in a group's social hierarchy, conflict due
to different power levels or power bases
Process Conflict - Answer-disagreement about the procedures or methods for
accomplishing the task
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