IAAP CAP EXAM STUDY GUIDE WITH
COMPLETE QUESTIONS AND
CORRECT ANSWERS GRADED A+
VERBAL COMMUNICATION - CORRECT ANSWERS-exchange info through
words, listen and understand, speak to be understood.
NON-VERBAL COMMUNICATION - CORRECT ANSWERS-communicating
without the use of words.
PARALANGUAGE - CORRECT ANSWERS-vocal message or notes
VOICE - CORRECT ANSWERS-the form of a verb indicating whether the subject
is acting or is receiving the action.
ACTIVE VOICE: - CORRECT ANSWERS-subject performs the action. More
specific, personal, and concise. (I will, I am)
PASSIVE VOICE - CORRECT ANSWERS-subject receives the action or is acted
upon. (is, was, were)
DIRECT APPROACH - CORRECT ANSWERS-start with your main point, then
provide supporting statements. Generally used with positive or neutral
communications.
INDIRECT APPROACH: - CORRECT ANSWERS-start with supporting evidence,
build your case up to your main point. Generally used with negative
communications.
PERSUASIVE - CORRECT ANSWERS-when you want to convince someone to
do something or change an indifferent or negative reader's reaction
downward communication - CORRECT ANSWERS-boss to employee
upward communication - CORRECT ANSWERS-employee to boss
horizontal communication - CORRECT ANSWERS-coworker to coworker;
manager to manager; within team
, diagonal communication - CORRECT ANSWERS-employee to co-worker's
manager
INFORMAL COMMUNICATION - CORRECT ANSWERS-unofficial (grapevine).
May or may not be true (though a surprisingly high percentage is found to be
true).
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) - CORRECT ANSWERS-use
of technology to organize, automate, and track customer purchases, inquiries,
needs, interests.
CUSTOMER SERVICE - CORRECT ANSWERS-the ability of an organization to
consistently give customers what they want and need.
CUSTOMER FOCUS - CORRECT ANSWERS-the attitude and commitment of
providing great customer service.
CUSTOMER - CORRECT ANSWERS-someone who buys or uses products or
services of a company or organization
CONFLICT - CORRECT ANSWERS-a state of opposition or disagreement
between persons, ideas, or interests.
Influcence Tactics (Pressure) - CORRECT ANSWERS-use of demands or
threats or constantly checking up on someone to influence another's behavior.
Influence Tactics (Appeals) - CORRECT ANSWERS-request for assistance by
use of aspirations or ideas of another individual; or to friendship or loyalty of
another person.
Influence Tactic (Exchange) - CORRECT ANSWERS-offer to do something for
someone for something in return right away or at a future time.
Influence Tactic (Persuasion) - CORRECT ANSWERS-use of arguments and
facts to get others to come around to your point of view and do what is required.
Influence Tactic (Ingratiation) - CORRECT ANSWERS-use of flattery or praise to
get someone to do something.
Influence Tactic (Coalition Approach) - CORRECT ANSWERS-finding a third
party individual to help influence the targeted party.
Influence Tactic (Legitimization) - CORRECT ANSWERS-making something
authoritative in order to get another to become involved or help out
COMPLETE QUESTIONS AND
CORRECT ANSWERS GRADED A+
VERBAL COMMUNICATION - CORRECT ANSWERS-exchange info through
words, listen and understand, speak to be understood.
NON-VERBAL COMMUNICATION - CORRECT ANSWERS-communicating
without the use of words.
PARALANGUAGE - CORRECT ANSWERS-vocal message or notes
VOICE - CORRECT ANSWERS-the form of a verb indicating whether the subject
is acting or is receiving the action.
ACTIVE VOICE: - CORRECT ANSWERS-subject performs the action. More
specific, personal, and concise. (I will, I am)
PASSIVE VOICE - CORRECT ANSWERS-subject receives the action or is acted
upon. (is, was, were)
DIRECT APPROACH - CORRECT ANSWERS-start with your main point, then
provide supporting statements. Generally used with positive or neutral
communications.
INDIRECT APPROACH: - CORRECT ANSWERS-start with supporting evidence,
build your case up to your main point. Generally used with negative
communications.
PERSUASIVE - CORRECT ANSWERS-when you want to convince someone to
do something or change an indifferent or negative reader's reaction
downward communication - CORRECT ANSWERS-boss to employee
upward communication - CORRECT ANSWERS-employee to boss
horizontal communication - CORRECT ANSWERS-coworker to coworker;
manager to manager; within team
, diagonal communication - CORRECT ANSWERS-employee to co-worker's
manager
INFORMAL COMMUNICATION - CORRECT ANSWERS-unofficial (grapevine).
May or may not be true (though a surprisingly high percentage is found to be
true).
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) - CORRECT ANSWERS-use
of technology to organize, automate, and track customer purchases, inquiries,
needs, interests.
CUSTOMER SERVICE - CORRECT ANSWERS-the ability of an organization to
consistently give customers what they want and need.
CUSTOMER FOCUS - CORRECT ANSWERS-the attitude and commitment of
providing great customer service.
CUSTOMER - CORRECT ANSWERS-someone who buys or uses products or
services of a company or organization
CONFLICT - CORRECT ANSWERS-a state of opposition or disagreement
between persons, ideas, or interests.
Influcence Tactics (Pressure) - CORRECT ANSWERS-use of demands or
threats or constantly checking up on someone to influence another's behavior.
Influence Tactics (Appeals) - CORRECT ANSWERS-request for assistance by
use of aspirations or ideas of another individual; or to friendship or loyalty of
another person.
Influence Tactic (Exchange) - CORRECT ANSWERS-offer to do something for
someone for something in return right away or at a future time.
Influence Tactic (Persuasion) - CORRECT ANSWERS-use of arguments and
facts to get others to come around to your point of view and do what is required.
Influence Tactic (Ingratiation) - CORRECT ANSWERS-use of flattery or praise to
get someone to do something.
Influence Tactic (Coalition Approach) - CORRECT ANSWERS-finding a third
party individual to help influence the targeted party.
Influence Tactic (Legitimization) - CORRECT ANSWERS-making something
authoritative in order to get another to become involved or help out
