IAAP CAP EXAM STUDY GUIDE
QUESTIONS AND ANSWERS. VERIFIED
2025/2026.
Podcasts - ANS Prerecorded audio clips used to inform the audience about an issue, product,
or service.
Downloadable presentations of webinars.
Certification - ANS A credential awarded by a certification body when an individual
demonstrates through an examination process that he or she has acquired the designated
knowledge, skills, and abilities to perform a specific job; independent of a specific class, course,
or other educational or training program.
License - ANS A credential awarded by a licensing agency based on predetermined criteria.
Educational Certificate - ANS A credential awarded by a training provider, association, or
educational institution based on completion of all requirements for a program of study,
including coursework and a test or other performance evaluations.
Assessment-Based Professional Certification - ANS A voluntary process by which individuals
are evaluated against predetermined standards for knowledge, skills, or competencies -- time-
limited credential
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,Assessment-Based Certificate - ANS Focus is on education/training and demonstrates
mastery of intended learning outcomes of a specific class, course, educational program, or
training program.
Certificate of attendance or participation - ANS Provided to individuals who have attended or
participated in classes, courses, other educational or training programs or events
Certificate of completion - ANS Denotes achievement of specific learning outcomes, tested
through something such as a final exam, demonstrating the competencies learned during a
program of study.
Organization - ANS A group of people, who, through coordinated activities, work to achieve
both individual and collective goals.
Communication - ANS The sharing of symbolic meaning between two or more people.
Business Communication - ANS Formal Communications
Informal Communications
Written Communications
Oral Communications
Visual Communications
Nonverbal Communication
Audio-visual Communications
Computer-based Communications
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,Formal Communication - ANS Messages spread through the organization's communications,
possibly downward, upward, or horizontal
Downward Communications - ANS Messages sent from management to employees.
This type of communication is necessary to clarify goals, share information, educate, and guide.
Upward Communications - ANS Messages sent from employees to management.
This type of communication often informs management about project progress and challenges.
Horizontal Communications - ANS Messages traveling from employee to employee, manager
to manager, or executive to executive.
Informal Communications - ANS Conversations people have with each other (can be based on
speculation, rumors, or overheard conversations.)
Written Communication - ANS Anything put on paper, such a memos, letters, manuals, forms,
and flyers
Oral Communication - ANS Face-to-face communications, as well as meetings, telephone
calls, and radio broadcasts.
Visual Communications - ANS Refers both to the (1) physical expressions someone makes
while communicating an idea and (2) materials that are visual such as charts, posters, and
diagrams.
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, Nonverbal Communication - ANS Communication without the use of spoken language,
including gestures, facial expressions, and body positions
Audio-Visual Communication - ANS Combines two media such as television or film and
narration
Computer-Based Communication - ANS Video conferences, websites, and e-mail
Frame of Reference - ANS The overall context in which a problem or situation is place,
viewed, or interpreted. The values, experiences, customs, etc., which someone sues to evaluate
data, communicate ideas, and guide behavior
Interpersonal Communication - ANS The way information is exchanged with others - not just
what is said, but how it is said, especially with the tone of voice and facial expressions, gestures,
and body language.
Communication Model - ANS 1. Sender Encodes a Message into Symbols (which can be
spoken, written, visual, and/or physical) via a Channel.
2. Receiver Decodes the message by working to understand the verbal and nonverbal cues.
3. Receiver Returns the Feedback to the sender by crafting a response that shows
comprehension.
Physical Noise - ANS Environmental conditions (such as the noise level or temperature)
Psychological Noise - ANS Anything that makes it difficult for an individual to understand the
message
4 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
QUESTIONS AND ANSWERS. VERIFIED
2025/2026.
Podcasts - ANS Prerecorded audio clips used to inform the audience about an issue, product,
or service.
Downloadable presentations of webinars.
Certification - ANS A credential awarded by a certification body when an individual
demonstrates through an examination process that he or she has acquired the designated
knowledge, skills, and abilities to perform a specific job; independent of a specific class, course,
or other educational or training program.
License - ANS A credential awarded by a licensing agency based on predetermined criteria.
Educational Certificate - ANS A credential awarded by a training provider, association, or
educational institution based on completion of all requirements for a program of study,
including coursework and a test or other performance evaluations.
Assessment-Based Professional Certification - ANS A voluntary process by which individuals
are evaluated against predetermined standards for knowledge, skills, or competencies -- time-
limited credential
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,Assessment-Based Certificate - ANS Focus is on education/training and demonstrates
mastery of intended learning outcomes of a specific class, course, educational program, or
training program.
Certificate of attendance or participation - ANS Provided to individuals who have attended or
participated in classes, courses, other educational or training programs or events
Certificate of completion - ANS Denotes achievement of specific learning outcomes, tested
through something such as a final exam, demonstrating the competencies learned during a
program of study.
Organization - ANS A group of people, who, through coordinated activities, work to achieve
both individual and collective goals.
Communication - ANS The sharing of symbolic meaning between two or more people.
Business Communication - ANS Formal Communications
Informal Communications
Written Communications
Oral Communications
Visual Communications
Nonverbal Communication
Audio-visual Communications
Computer-based Communications
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
,Formal Communication - ANS Messages spread through the organization's communications,
possibly downward, upward, or horizontal
Downward Communications - ANS Messages sent from management to employees.
This type of communication is necessary to clarify goals, share information, educate, and guide.
Upward Communications - ANS Messages sent from employees to management.
This type of communication often informs management about project progress and challenges.
Horizontal Communications - ANS Messages traveling from employee to employee, manager
to manager, or executive to executive.
Informal Communications - ANS Conversations people have with each other (can be based on
speculation, rumors, or overheard conversations.)
Written Communication - ANS Anything put on paper, such a memos, letters, manuals, forms,
and flyers
Oral Communication - ANS Face-to-face communications, as well as meetings, telephone
calls, and radio broadcasts.
Visual Communications - ANS Refers both to the (1) physical expressions someone makes
while communicating an idea and (2) materials that are visual such as charts, posters, and
diagrams.
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
, Nonverbal Communication - ANS Communication without the use of spoken language,
including gestures, facial expressions, and body positions
Audio-Visual Communication - ANS Combines two media such as television or film and
narration
Computer-Based Communication - ANS Video conferences, websites, and e-mail
Frame of Reference - ANS The overall context in which a problem or situation is place,
viewed, or interpreted. The values, experiences, customs, etc., which someone sues to evaluate
data, communicate ideas, and guide behavior
Interpersonal Communication - ANS The way information is exchanged with others - not just
what is said, but how it is said, especially with the tone of voice and facial expressions, gestures,
and body language.
Communication Model - ANS 1. Sender Encodes a Message into Symbols (which can be
spoken, written, visual, and/or physical) via a Channel.
2. Receiver Decodes the message by working to understand the verbal and nonverbal cues.
3. Receiver Returns the Feedback to the sender by crafting a response that shows
comprehension.
Physical Noise - ANS Environmental conditions (such as the noise level or temperature)
Psychological Noise - ANS Anything that makes it difficult for an individual to understand the
message
4 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED.
