MGT-420 Final exam GCU | Verified Exam Questions and Answers |
Latest Updated Study Material 2026
Question:
The communication process
Answer:
the steps between a source and a
receiver that result in the transfer and understanding of meaning
Question:
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.
Question:
Barriers to communication
Answer:
Obstacles that interrupt the flow of
conveying and receiving messages.
Question:
The "grapevine"
Answer:
an informal channel of communication, separate
from management's formal, official communication channels
Question:
Relational Violation
Answer:
a violation of the "boundary" of acceptable
behavior in a relationship
,Question:
Relational Repair
Answer:
involves actions to return the relationship to a
positive state
Question:
Nonverbal communication
Answer:
communication using body
movements, gestures, and facial expressions rather than speech
Question:
Avoidance in Communication
Answer:
Question:
Attribution Bias
Answer:
the tendency to attribute one's own negative
behavior to external causes and one's positive actions to internal states
Question:
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.
Question:
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.
,Question:
Defensiveness
Answer:
Putting up an emotional guard against negative
opinion.
Question:
Disconfirmation
Answer:
the existence of a discrepancy between
expectations and performance
Question:
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:
Question:
Congruence (Words & Nonverbals)
Answer:
Question:
Developmental Feedback
Answer:
giving feedback in an honest and
constructive way that helps another to improve
Question:
The Johari Window
Answer:
a visual representation of components of the
self that are known or unknown to the self and to others
, Question:
Active Listening
Answer:
Empathic listening in which the listener echoes,
restates, and clarifies. A feature of Rogers' client-centered therapy.
Question:
Functional vs. Dysfunctional Conflict
Answer:
Functional conflict results
in benefits to individuals, the team, or the organization.
Question:
•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.
Question:
•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.
Question:
Tolerating Differences
Answer:
•Tolerating differences involves pushing
members to value and appreciate differences. This strategy focuses on conflict management
rather than conflict resolution.
Latest Updated Study Material 2026
Question:
The communication process
Answer:
the steps between a source and a
receiver that result in the transfer and understanding of meaning
Question:
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.
Question:
Barriers to communication
Answer:
Obstacles that interrupt the flow of
conveying and receiving messages.
Question:
The "grapevine"
Answer:
an informal channel of communication, separate
from management's formal, official communication channels
Question:
Relational Violation
Answer:
a violation of the "boundary" of acceptable
behavior in a relationship
,Question:
Relational Repair
Answer:
involves actions to return the relationship to a
positive state
Question:
Nonverbal communication
Answer:
communication using body
movements, gestures, and facial expressions rather than speech
Question:
Avoidance in Communication
Answer:
Question:
Attribution Bias
Answer:
the tendency to attribute one's own negative
behavior to external causes and one's positive actions to internal states
Question:
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.
Question:
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.
,Question:
Defensiveness
Answer:
Putting up an emotional guard against negative
opinion.
Question:
Disconfirmation
Answer:
the existence of a discrepancy between
expectations and performance
Question:
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:
Question:
Congruence (Words & Nonverbals)
Answer:
Question:
Developmental Feedback
Answer:
giving feedback in an honest and
constructive way that helps another to improve
Question:
The Johari Window
Answer:
a visual representation of components of the
self that are known or unknown to the self and to others
, Question:
Active Listening
Answer:
Empathic listening in which the listener echoes,
restates, and clarifies. A feature of Rogers' client-centered therapy.
Question:
Functional vs. Dysfunctional Conflict
Answer:
Functional conflict results
in benefits to individuals, the team, or the organization.
Question:
•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.
Question:
•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.
Question:
Tolerating Differences
Answer:
•Tolerating differences involves pushing
members to value and appreciate differences. This strategy focuses on conflict management
rather than conflict resolution.
