GCU MGT-420 Final UPDATED Exam
Questions and CORRECT Answers
The communication Process - CORRECT ANSWER- the steps between a source and a
receiver that result in the transfer and understanding of meaning
Communication Channels - CORRECT 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 - CORRECT ANSWER- factors that distort, disrupt, or even halt
successful communication
The "Grapevine" - CORRECT ANSWER- informal interpersonal channel of information not
officially sanctioned by the organization, a chain of communication; gossip sequence
Relational Violation - CORRECT ANSWER- a violation of the "boundary" of acceptable
behavior in a relationship
Relational Repair - CORRECT ANSWER- involves actions to return the relationship to a
positive state
Nonverbal Communication - CORRECT ANSWER- communication using body movements,
gestures, and facial expressions rather than words
Avoidance in Communication - CORRECT ANSWER- Ignoring or not mentioning
unpleasant topics because of fear
Attribution Bias - CORRECT ANSWER- the tendency to attribute one's own negative
behavior to external causes and one's positive actions to internal states
Supportive Communication Principles - CORRECT 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 - CORRECT 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 - CORRECT ANSWER- when we feel attacked in communication
Disconfirmation - CORRECT ANSWER- a response that fails to acknowledge and support
another, leaving the person feeling ignored and disregarded
Problem-Oriented - CORRECT 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 - CORRECT ANSWER- "because of you, a problem exists"
Congruence - CORRECT ANSWER- correspondence of parts; harmonious relationship; CF.
congruity
Developmental Feedback - CORRECT ANSWER- Provides information about what we are
doing well and what could use improvement
The Johari Window - CORRECT ANSWER- There are some things that are "open" that we
know about ourselves that others also know
Feedback Orientation - CORRECT ANSWER- a person's overall receptivity to feedback
Active Listening - CORRECT ANSWER- reflecting, probing, deflecting, advising
functional conflict - CORRECT ANSWER- conflict that benefits the main purposes of the
organization and serves its interests
dysfunctional conflict - CORRECT ANSWER- conflict that hinders the organization's
performance or threatens its interests
, Substantive Conflict - CORRECT ANSWER- involves disagreements over goals, resources,
rewards, policies, procedures, and job assignments
Emotional conflict - CORRECT ANSWER- results from feelings of anger, distrust, dislike,
fear, and resentment as well as from personality clashes
Reducing Differences - CORRECT ANSWER- conforming to others differing opinions and
"different" personal (and possibly conflicting) aspects of themselves
Tolerating Differences - CORRECT ANSWER- If a sign of tolerance is a feeling of "I can
live with X (behavior, religion, race, culture, etc.),"
Relational Conflict - CORRECT ANSWER- conflict that becomes personal because group
members do not like, value, or respect one another
Ladder of Inference - CORRECT 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 - CORRECT ANSWER- Group identity that transcends the personal,
gender, ethnic, and religious identities of group members.
Upward Referral - CORRECT 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 - CORRECT ANSWER- disputes over status in a group's social hierarchy,
conflict due to different power levels or power bases
Process Conflict - CORRECT ANSWER- disagreement about the procedures or methods for
accomplishing the task
Task Conflict - CORRECT ANSWER- conflict over content and goals of the work
Questions and CORRECT Answers
The communication Process - CORRECT ANSWER- the steps between a source and a
receiver that result in the transfer and understanding of meaning
Communication Channels - CORRECT 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 - CORRECT ANSWER- factors that distort, disrupt, or even halt
successful communication
The "Grapevine" - CORRECT ANSWER- informal interpersonal channel of information not
officially sanctioned by the organization, a chain of communication; gossip sequence
Relational Violation - CORRECT ANSWER- a violation of the "boundary" of acceptable
behavior in a relationship
Relational Repair - CORRECT ANSWER- involves actions to return the relationship to a
positive state
Nonverbal Communication - CORRECT ANSWER- communication using body movements,
gestures, and facial expressions rather than words
Avoidance in Communication - CORRECT ANSWER- Ignoring or not mentioning
unpleasant topics because of fear
Attribution Bias - CORRECT ANSWER- the tendency to attribute one's own negative
behavior to external causes and one's positive actions to internal states
Supportive Communication Principles - CORRECT 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 - CORRECT 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 - CORRECT ANSWER- when we feel attacked in communication
Disconfirmation - CORRECT ANSWER- a response that fails to acknowledge and support
another, leaving the person feeling ignored and disregarded
Problem-Oriented - CORRECT 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 - CORRECT ANSWER- "because of you, a problem exists"
Congruence - CORRECT ANSWER- correspondence of parts; harmonious relationship; CF.
congruity
Developmental Feedback - CORRECT ANSWER- Provides information about what we are
doing well and what could use improvement
The Johari Window - CORRECT ANSWER- There are some things that are "open" that we
know about ourselves that others also know
Feedback Orientation - CORRECT ANSWER- a person's overall receptivity to feedback
Active Listening - CORRECT ANSWER- reflecting, probing, deflecting, advising
functional conflict - CORRECT ANSWER- conflict that benefits the main purposes of the
organization and serves its interests
dysfunctional conflict - CORRECT ANSWER- conflict that hinders the organization's
performance or threatens its interests
, Substantive Conflict - CORRECT ANSWER- involves disagreements over goals, resources,
rewards, policies, procedures, and job assignments
Emotional conflict - CORRECT ANSWER- results from feelings of anger, distrust, dislike,
fear, and resentment as well as from personality clashes
Reducing Differences - CORRECT ANSWER- conforming to others differing opinions and
"different" personal (and possibly conflicting) aspects of themselves
Tolerating Differences - CORRECT ANSWER- If a sign of tolerance is a feeling of "I can
live with X (behavior, religion, race, culture, etc.),"
Relational Conflict - CORRECT ANSWER- conflict that becomes personal because group
members do not like, value, or respect one another
Ladder of Inference - CORRECT 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 - CORRECT ANSWER- Group identity that transcends the personal,
gender, ethnic, and religious identities of group members.
Upward Referral - CORRECT 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 - CORRECT ANSWER- disputes over status in a group's social hierarchy,
conflict due to different power levels or power bases
Process Conflict - CORRECT ANSWER- disagreement about the procedures or methods for
accomplishing the task
Task Conflict - CORRECT ANSWER- conflict over content and goals of the work
