MGT 420 Final Exam | Verified Exam Questions and Answers | Latest
Updated Study Material 2026
Question:
1. nonverbal com-
munication
Answer:
is when one shares information without using words.
The most common forms are:
-facial expressions
-body position
- Eye contact
- Other physical gesters
- Phyicial congrugence
Question:
2. attribution bias
Answer:
the tendency to blame others and not ourselves.
Question:
3. Supportive Com- are techniques for navigating diflcult conversations. They are designed to reduce
munication Prin- emotional defenses that arise in conflict situations by focusing on joint problem
ciples
Answer:
solving.
Question:
4. Joint Problem
Solving
Answer:
involves framing a problem in an objective rather than accusatory or confronta-
tional 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.
Questions that help with this include:
What do I (we) really want to get out of this conversation?
What behaviors need to be changed to benefit both of us?
,What can each of us realistically do to make the situation better?
Question:
5. Defensiveness
Answer:
occurs when people feel attacked and want to protect themselves
Question:
6. Disconfirmation Occurs when people feel they are being put down or their self-worth is being
Answer:
challenged.
It is displayed in self-aggrandizing behaviors (i.e., bragging or boasting) or
withdrawal from the conversation.
Question:
7. matching the verbal (words) with the nonverbal (body language).
Answer:
Congruence
(Words &
Nonverbals)
Question:
8. The Johari Win-
dow
Answer:
Created by Joeseph Luft, It shows that there are some things that are "Open" that
we know about ourselves and that others also know; and some things that are
"Hidden" that we know about ourselves but others don't know
Question:
9. Functional Con-
flict
Answer:
results in benefits to individuals, the team, or the organization. (moderate)
, Question:
10. Dysfunctional
Conflict
Answer:
works to the disadvantage of an individual or team. (too much and too little conflict
is bad for the organization).
Question:
11. Substantive Con-
flict
Answer:
is a fundamental disagreement over ends or goals to be pursued and the means
for their accomplishment.
Question:
12. emotional con-
flict
Answer:
involves interpersonal diflculties that arise over feelings of anger, mistrust, dislike,
fear, resentment.
Question:
13. status conflict occurs when individuals or groups attempt to establish hierarchical ditterentiation
Answer:
or undermine the authority of others. This conflict is inherently political in that it
comes from power ditterences.
- a low-power person needs the help of a high-power person who does not
respond, when people who hold dramatically ditterent values are forced to work
together on a task, or when a high-status person is required to interact with and
perhaps be dependent on someone of lower status.
Question:
14. process conflict
Answer:
is disagreement in how roles and responsibilities should be assigned (agree-
ments with preferred tasks)
Updated Study Material 2026
Question:
1. nonverbal com-
munication
Answer:
is when one shares information without using words.
The most common forms are:
-facial expressions
-body position
- Eye contact
- Other physical gesters
- Phyicial congrugence
Question:
2. attribution bias
Answer:
the tendency to blame others and not ourselves.
Question:
3. Supportive Com- are techniques for navigating diflcult conversations. They are designed to reduce
munication Prin- emotional defenses that arise in conflict situations by focusing on joint problem
ciples
Answer:
solving.
Question:
4. Joint Problem
Solving
Answer:
involves framing a problem in an objective rather than accusatory or confronta-
tional 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.
Questions that help with this include:
What do I (we) really want to get out of this conversation?
What behaviors need to be changed to benefit both of us?
,What can each of us realistically do to make the situation better?
Question:
5. Defensiveness
Answer:
occurs when people feel attacked and want to protect themselves
Question:
6. Disconfirmation Occurs when people feel they are being put down or their self-worth is being
Answer:
challenged.
It is displayed in self-aggrandizing behaviors (i.e., bragging or boasting) or
withdrawal from the conversation.
Question:
7. matching the verbal (words) with the nonverbal (body language).
Answer:
Congruence
(Words &
Nonverbals)
Question:
8. The Johari Win-
dow
Answer:
Created by Joeseph Luft, It shows that there are some things that are "Open" that
we know about ourselves and that others also know; and some things that are
"Hidden" that we know about ourselves but others don't know
Question:
9. Functional Con-
flict
Answer:
results in benefits to individuals, the team, or the organization. (moderate)
, Question:
10. Dysfunctional
Conflict
Answer:
works to the disadvantage of an individual or team. (too much and too little conflict
is bad for the organization).
Question:
11. Substantive Con-
flict
Answer:
is a fundamental disagreement over ends or goals to be pursued and the means
for their accomplishment.
Question:
12. emotional con-
flict
Answer:
involves interpersonal diflculties that arise over feelings of anger, mistrust, dislike,
fear, resentment.
Question:
13. status conflict occurs when individuals or groups attempt to establish hierarchical ditterentiation
Answer:
or undermine the authority of others. This conflict is inherently political in that it
comes from power ditterences.
- a low-power person needs the help of a high-power person who does not
respond, when people who hold dramatically ditterent values are forced to work
together on a task, or when a high-status person is required to interact with and
perhaps be dependent on someone of lower status.
Question:
14. process conflict
Answer:
is disagreement in how roles and responsibilities should be assigned (agree-
ments with preferred tasks)
