MGT-420 Final Exam Questions and Answers- GCU
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. ex:
face-to-face, text, email, phone call, etc.
Barriers to communication - ANSWER-factors that distort, disrupt, or even halt
successful communication
The "Grapevine" - ANSWER-informal interpersonal channel of information not
officially sanctioned by the organization, a chain of communication; gossip
sequence
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 words
Avoidance in Communication - ANSWER-Ignoring or not mentioning unpleasant
topics because of fear
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-set of tools focused on joint
problem solving; focus on problem and not the person, be specific, not global and
objective not judgmental, own rather than disown the communication, be
congruent- match words with body language.
Joint Problem Solving - ANSWER-A process used to capture tacit knowledge where
the novice and the expert work side by side to solve a problem so that the expert's
approach is slowly revealed to the observant novice.
Defensiveness - ANSWER-when we feel attacked in communication
Disconfirmation - ANSWER-a response that fails to acknowledge and support
, another, leaving the person feeling ignored and disregarded
Problem-Oriented - ANSWER-a supportive style of communication in which the
communicators focus on working together to solve their problems instead of trying
to impose their solutions on one another
Not Person-Oriented - ANSWER-"because of you, a problem exists"
Congruence - ANSWER-correspondence of parts; harmonious relationship; CF.
congruity
Developmental Feedback - ANSWER-Provides information about what we are doing
well and what could use improvement
The Johari Window - ANSWER-There are some things that are "open" that we know
about ourselves that others also know
Feedback Orientation - ANSWER-a person's overall receptivity to feedback
Active Listening - ANSWER-reflecting, probing, deflecting, advising
functional conflict - ANSWER-conflict that benefits the main purposes of the
organization and serves its interests
dysfunctional conflict - ANSWER-conflict that hinders the organization's
performance or threatens its interests
Substantive Conflict - ANSWER-involves disagreements over goals, resources,
rewards, policies, procedures, and job assignments
Emotional conflict - ANSWER-results from feelings of anger, distrust, dislike, fear,
and resentment as well as from personality clashes
Reducing Differences - ANSWER-conforming to others differing opinions and
"different" personal (and possibly conflicting) aspects of themselves
Tolerating Differences - ANSWER-If a sign of tolerance is a feeling of "I can live with
X (behavior, religion, race, culture, etc.),"
Relational Conflict - ANSWER-conflict that becomes personal because group
members do not like, value, or respect one another
Ladder of Inference - ANSWER-A process by which an individual uses assumptions
or biases formed from past experiences to make a judgment on the intentions of
another individual.
Superordinate Identity - ANSWER-Group identity that transcends the personal,
gender, ethnic, and religious identities of group members.
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. ex:
face-to-face, text, email, phone call, etc.
Barriers to communication - ANSWER-factors that distort, disrupt, or even halt
successful communication
The "Grapevine" - ANSWER-informal interpersonal channel of information not
officially sanctioned by the organization, a chain of communication; gossip
sequence
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 words
Avoidance in Communication - ANSWER-Ignoring or not mentioning unpleasant
topics because of fear
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-set of tools focused on joint
problem solving; focus on problem and not the person, be specific, not global and
objective not judgmental, own rather than disown the communication, be
congruent- match words with body language.
Joint Problem Solving - ANSWER-A process used to capture tacit knowledge where
the novice and the expert work side by side to solve a problem so that the expert's
approach is slowly revealed to the observant novice.
Defensiveness - ANSWER-when we feel attacked in communication
Disconfirmation - ANSWER-a response that fails to acknowledge and support
, another, leaving the person feeling ignored and disregarded
Problem-Oriented - ANSWER-a supportive style of communication in which the
communicators focus on working together to solve their problems instead of trying
to impose their solutions on one another
Not Person-Oriented - ANSWER-"because of you, a problem exists"
Congruence - ANSWER-correspondence of parts; harmonious relationship; CF.
congruity
Developmental Feedback - ANSWER-Provides information about what we are doing
well and what could use improvement
The Johari Window - ANSWER-There are some things that are "open" that we know
about ourselves that others also know
Feedback Orientation - ANSWER-a person's overall receptivity to feedback
Active Listening - ANSWER-reflecting, probing, deflecting, advising
functional conflict - ANSWER-conflict that benefits the main purposes of the
organization and serves its interests
dysfunctional conflict - ANSWER-conflict that hinders the organization's
performance or threatens its interests
Substantive Conflict - ANSWER-involves disagreements over goals, resources,
rewards, policies, procedures, and job assignments
Emotional conflict - ANSWER-results from feelings of anger, distrust, dislike, fear,
and resentment as well as from personality clashes
Reducing Differences - ANSWER-conforming to others differing opinions and
"different" personal (and possibly conflicting) aspects of themselves
Tolerating Differences - ANSWER-If a sign of tolerance is a feeling of "I can live with
X (behavior, religion, race, culture, etc.),"
Relational Conflict - ANSWER-conflict that becomes personal because group
members do not like, value, or respect one another
Ladder of Inference - ANSWER-A process by which an individual uses assumptions
or biases formed from past experiences to make a judgment on the intentions of
another individual.
Superordinate Identity - ANSWER-Group identity that transcends the personal,
gender, ethnic, and religious identities of group members.
