WVU COMM 306 - Final Exam Study Guide (8 pages)

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Final Exam Study Guide

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Final Exam Study Guide


This study guide should be used as a supplement to your own notes to study for the final exam.

Study Guide
West Virginia University
Comm 306 - Communication-Orgnztns/Instutn
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COMM 306 1nd Edition Final Exam Study Guide Lectures 15 19 Lecture 15 November 6 What is groupthink Conformity of a group outweighs judgment as a result of too much cohesion The members quit being critical and produced little conflict due to being afraid of upsetting other group members What is constructive conflict Focus on solving problems achieving goals and strengthening relationships What are the aspects of constructive conflict allow for growth and change opportunity to resolve differences in opinion forum for unifying a group of employees enhance productivity and commitment What is destructive conflict Dysfunctional handling affecting goals decisions and relationships What are the aspects of destructive conflict negativity influenced by lack of agreement respective positions are stubbornly reinforced employees become divisive decreased productivity satisfaction and commitment Define conflict Interaction of interdependent people in opposition of goals aims and values What are the three I s of conflict 1 Interaction expression of incompatibility communicating issues 2 Interdependent employee behavior intertwined and impact others 3 Incompatible Goals contradictory ideas of organizational issues Define and describe the levels of organizational conflict 1 Interpersonal individual members perceive incompatibility involve emotional or personal differences 2 Intergroup employees perceive incompatibility with other groups 3 Interorganizational disputes between organizations involve competition for scarce resources in the same industry Define and describe the phases of organizational conflict 1 Latent potential for conflict exists influenced by interest culture and interaction history 2 Percieved one or more parties believe incompatibility exists influenced by stimulating event 3 Felt parties begin to devise managing strategies methods of approaching conflict 4 Manifest communication about conflict enactment of management strategies 5 Conflict Aftermath impact on immediate and distant future long or short term change resulting from conflict Define and describe the ways of managing organizational conflict 1 Avoidance denial of problem and evasion of confrontation useful when issue is of minor importance unproductive when issue must be discussed 2 Accommodation deemphasizing personal needs useful when preservation of relationship is important unproductive when important issues is evaded 3 Competition exerting force over another party merit and outcome based useful when power is mutually acknowledged unproductive when less powerful parties aren t given opportunity to speak 4 Compromise each party gives ground to reach solution useful when parties have enough resources unproductive when conclusion fails to reach effectiveness 5 Collaboration cooperative combination of resources and ideas useful when time available to compete process unproductive when no time ability or commitment What is antisocial communication behavior Behavior intended to harm others What are the objective aspects of antisocial communication behavior Objective reason or goal for behavior Affective intention to harm other Instrumental intention to achieve goal What are the means of antisocial communication behavior Means way behavior is accomplished Physical attack another person s body Verbal use words to inflict symbolic wounds What are the ways of executing antisocial communication behavior Execution how behavior is performed Active actual performance Passive withholding behavior to inflict harm What are the sources of antisocial communication behavior Source originator of behavior Direct occur by facing recipient Indirect harm by intermediary or to valuables Lecture 16 What are the types of antisocial communication behaviors 1 Verbal Aggressiveness messages to harm self concept of others inflict psychological harm by personal attack 2 Indirect Interpersonal Aggression harm without face to face contact rumors betrayal prevent information flow 3 Obstruction interfere with another s job not cooperative 4 Deception dishonesty lie What are the reasons for antisocial communication behaviors 1 Downsizing 4 Organizational Values 2 Pressure for Greater Productivity 5 Work Group Norms 3 new Social Contract 6 Perceptions of Unfairness What is a way to prevent antisocial communication behavior Organizational Justice perceptions of fairness evaluations regarding appropriateness of process outcomes What are the types of organizational justice 1 Distributive standards outcomes rules 2 Procedural process used to arrive at outcome 3 Interactional procedures implemented Define emotions Emotions expressed through communication build maintain damage and repair relationships components cognitive feeling of action internal feelings external response What is the process of emotional expression 1 Nonverbal Cues signs associated with affective states appropriateness conformity to social norms authenticity reveal true feelings consistency pattern of emotional expression 2 Words Language symbols used to convey emotion emotion words labels used for work and workers slogans capture essence of organization metaphors emotions described by comparisons 3 Tactics communication practices to achieve a goal emotional eliciting intentionally draw feelings emotional regulating altering emotions of others emotional labels identify attach emotions to others emotional transformation change existing emotions 4 Interaction Sequences shape emotions in conversation What are the types of emotion in the organization 1 Surface Acting display inauthentic emotions from organizations 2 Deep Acting feel prescribed emotions from emotional memories 3 Relational Emotion express emotions to others 4 Emotional Boundary Spanning bring emotions from work to home and vise versa 5 Emotional Effects consequences of emotion at work November 18 Lecture 17 What are the relational functions of emotion 1 Provoking drawing emotions out of coworker 2 Detecting Anticipating uncovering predicting emotions of others 3 Maintaining keep relationship in desired state 4 Intensifying use emotion to progress relationships 5 Forgiving express mercy by someone who was wronged What are the emotional rules of organizations 1 Express emotions professionally 2 Express emotions to improve situations 3 Express emotions to the correct people 4 Express emotions to help individuals 5 Avoid expressing emotion for personal gain or to hurt others 6 Expression of certain emotions is always inappropriate

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