CPTD Certification Exam Prep
questions with complete solutions
graded A+
Analytical (conscientiousness) - correct answer ✔✔These people tend toward perfectionism
and deal in logic and details. They tend to keep feelings to themselves. When influencing them,
it's helpful to prepare the case in advance and be accurate and realistic. It is important to
provide tangible evidence to support major points.
Amiable (steadiness) - correct answer ✔✔These people put a high value on people and
friendships. They go out of their way not to offend. Despite having opinions, they are not
inclined to say what's on their mind. To influence them, draw out their opinions by asking "how"
questions and showing how everyone will benefit.
Drivers (dominance) - correct answer ✔✔These people can make high demands on themselves
and others and tend to be emotionally reserved. They are decisive, results oriented, and like to
give guidance to everyone. When influencing drivers, be brief, specific, candid, and to the point.
Expressive (influence) - correct answer ✔✔These people are social types. They are enthusiastic,
creative, and intuitive but have little tolerance for those unlike themselves. Easily bored, they
tend to go off on tangents. When influencing this type, it is useful to stick with the big picture,
avoid details, and make it exciting.
Goleman's Five Competencies of Emotional Intelligence - correct answer ✔✔Acronym: MESSS
Personal Competencies
Self-awareness. Self-awareness entails knowing one's own internal states, preferences,
resources, and intuitions. Those who are strong in self-awareness can monitor their emotional
state and realize what they are feeling and why.
,Self-regulation. The capacity to self-regulate means being able to manage one's internal states,
impulses, and resources. People who are strong in self-regulation, also called self-management,
can control or redirect their impulses and moods in the moment. This involves the ability to
suspend judgment and think before responding, even in difficult situations.
Motivation. Motivation involves the ability to understand emotional tendencies that facilitate
reaching goals. A person who is strong in motivation demonstrates an internal passion to
achieve and pursues goals with energy and commitment
Social Competencies
Empathy. Recognizing emotional needs in others and effectively supporting them in the way
that they require is a key to interpersonal relationships. It is the ability to view and understand
other's feelings, needs, and concerns.
Social skills. Social skills involve managing relationships and building networks in a way that
results in being looked on favorably by others. A person who excels at social skills can find
common ground with others in a way that builds rapport and connection.
Thomas-Kilmann Conflict Model - correct answer ✔✔AACCC
Ali x2 is a C*nt x3
Competing. Using a competitive response, the individuals seek to satisfy their own needs
without regard to, and often at the expense of, others involved.
Accommodating. Accommodators neglect their own concerns to satisfy the concerns of other
people.
Avoiding. In this response, individuals do not address conflict. They do not seek to satisfy their
own interests or the interests of others.
Collaborating. Collaborators work with others to find a solution that fully satisfies all interests.
Compromising. Compromisers seek to partially satisfy all participants.
4 Basic Components of a Process - correct answer ✔✔Acronym: ICOR
,Inputs. Process inputs are the individual items that are required to perform the process.
Traditionally these are called the 4 Ms and an E: methods, materials, machines, man, and
environment.
Controls. Process controls are the information and physical controls that have been developed
for the process. Drawings, specifications, procedures, education and training, performer
experience, data, competitors, and information are examples of process controls.
Outputs. Process outputs can be either intended or unintended and are defined by determining
the process's desired result. Typically this is determined from customer requirements and
specifications. The customer can be either internal or external. Completed purchase orders,
finished products, facilitator manuals, and paid employees are examples of process outputs.
Resources. Process resources are the equipment, systems, and human resources required to
perform the process. Heating, water, and electrical systems; physical plants; equipment and
machinery; and personnel are examples of process resources. Resources are not consumed in
the process. They remain available for the next run of the process.
Continuous Improvement Model - correct answer ✔✔Plan. Determine the problem to be
addressed and the improvement opportunity.
Do. Implement the solutions, action plans, and process changes.
Check. Track, analyze, and evaluate the result of the change.
Act. Based on the analysis from the previous step, reflect and act on the lessons learned.
Great Man theories of Leadership - correct answer ✔✔Great leaders are born with the
confidence, charisma, and intelligence to be natural born leaders.
Trait theories of Leadership - correct answer ✔✔Some people have certain qualities that make
them better leaders.
Behavioral theories of Leadership - correct answer ✔✔Focus on the actions of leaders.
Kurt Lewin's 3 types of leaders - correct answer ✔✔democratic leaders who allow their team to
provide input before making a decision
, autocratic leaders who make decisions without consulting their teams
laissez-faire leaders who allow the team to make decisions without interfering.
Contingency theories of Leadership - correct answer ✔✔there is no one correct type of
leadership and that some leaders focus on particular variables related to the environment.
Situational theories of Leadership - correct answer ✔✔closely related to contingency theories,
where leaders choose the best action based on the situation, the person, and the decision that
needs to be made.
Participative theories of Leadership - correct answer ✔✔the ideal style is one that includes
other people's input.
Management or Transactional theories of Leadership - correct answer ✔✔focus on the role of
supervision and group performance. These leadership theories are based on a system of
rewards and punishments, and the leader influences others by what they offer in exchange.
Relationship or Transformational theories of Leadership - correct answer ✔✔focus on the
connections formed between leaders and followers. They inspire and motivate others by
helping the team see the higher good of the task. They are also focused on the task but want all
team members to fulfill their potential.
Robert Greenleaf's servant leadership - correct answer ✔✔Focuses on the development and
well-being of the people, where leaders share power and put the needs of others ahead of the
organization.
Authentic leadership - correct answer ✔✔Emphasizes the leader's sincerity and self-awareness,
is based on honesty and transparency, values input from employees, and stresses an internal
moral perspective.
questions with complete solutions
graded A+
Analytical (conscientiousness) - correct answer ✔✔These people tend toward perfectionism
and deal in logic and details. They tend to keep feelings to themselves. When influencing them,
it's helpful to prepare the case in advance and be accurate and realistic. It is important to
provide tangible evidence to support major points.
Amiable (steadiness) - correct answer ✔✔These people put a high value on people and
friendships. They go out of their way not to offend. Despite having opinions, they are not
inclined to say what's on their mind. To influence them, draw out their opinions by asking "how"
questions and showing how everyone will benefit.
Drivers (dominance) - correct answer ✔✔These people can make high demands on themselves
and others and tend to be emotionally reserved. They are decisive, results oriented, and like to
give guidance to everyone. When influencing drivers, be brief, specific, candid, and to the point.
Expressive (influence) - correct answer ✔✔These people are social types. They are enthusiastic,
creative, and intuitive but have little tolerance for those unlike themselves. Easily bored, they
tend to go off on tangents. When influencing this type, it is useful to stick with the big picture,
avoid details, and make it exciting.
Goleman's Five Competencies of Emotional Intelligence - correct answer ✔✔Acronym: MESSS
Personal Competencies
Self-awareness. Self-awareness entails knowing one's own internal states, preferences,
resources, and intuitions. Those who are strong in self-awareness can monitor their emotional
state and realize what they are feeling and why.
,Self-regulation. The capacity to self-regulate means being able to manage one's internal states,
impulses, and resources. People who are strong in self-regulation, also called self-management,
can control or redirect their impulses and moods in the moment. This involves the ability to
suspend judgment and think before responding, even in difficult situations.
Motivation. Motivation involves the ability to understand emotional tendencies that facilitate
reaching goals. A person who is strong in motivation demonstrates an internal passion to
achieve and pursues goals with energy and commitment
Social Competencies
Empathy. Recognizing emotional needs in others and effectively supporting them in the way
that they require is a key to interpersonal relationships. It is the ability to view and understand
other's feelings, needs, and concerns.
Social skills. Social skills involve managing relationships and building networks in a way that
results in being looked on favorably by others. A person who excels at social skills can find
common ground with others in a way that builds rapport and connection.
Thomas-Kilmann Conflict Model - correct answer ✔✔AACCC
Ali x2 is a C*nt x3
Competing. Using a competitive response, the individuals seek to satisfy their own needs
without regard to, and often at the expense of, others involved.
Accommodating. Accommodators neglect their own concerns to satisfy the concerns of other
people.
Avoiding. In this response, individuals do not address conflict. They do not seek to satisfy their
own interests or the interests of others.
Collaborating. Collaborators work with others to find a solution that fully satisfies all interests.
Compromising. Compromisers seek to partially satisfy all participants.
4 Basic Components of a Process - correct answer ✔✔Acronym: ICOR
,Inputs. Process inputs are the individual items that are required to perform the process.
Traditionally these are called the 4 Ms and an E: methods, materials, machines, man, and
environment.
Controls. Process controls are the information and physical controls that have been developed
for the process. Drawings, specifications, procedures, education and training, performer
experience, data, competitors, and information are examples of process controls.
Outputs. Process outputs can be either intended or unintended and are defined by determining
the process's desired result. Typically this is determined from customer requirements and
specifications. The customer can be either internal or external. Completed purchase orders,
finished products, facilitator manuals, and paid employees are examples of process outputs.
Resources. Process resources are the equipment, systems, and human resources required to
perform the process. Heating, water, and electrical systems; physical plants; equipment and
machinery; and personnel are examples of process resources. Resources are not consumed in
the process. They remain available for the next run of the process.
Continuous Improvement Model - correct answer ✔✔Plan. Determine the problem to be
addressed and the improvement opportunity.
Do. Implement the solutions, action plans, and process changes.
Check. Track, analyze, and evaluate the result of the change.
Act. Based on the analysis from the previous step, reflect and act on the lessons learned.
Great Man theories of Leadership - correct answer ✔✔Great leaders are born with the
confidence, charisma, and intelligence to be natural born leaders.
Trait theories of Leadership - correct answer ✔✔Some people have certain qualities that make
them better leaders.
Behavioral theories of Leadership - correct answer ✔✔Focus on the actions of leaders.
Kurt Lewin's 3 types of leaders - correct answer ✔✔democratic leaders who allow their team to
provide input before making a decision
, autocratic leaders who make decisions without consulting their teams
laissez-faire leaders who allow the team to make decisions without interfering.
Contingency theories of Leadership - correct answer ✔✔there is no one correct type of
leadership and that some leaders focus on particular variables related to the environment.
Situational theories of Leadership - correct answer ✔✔closely related to contingency theories,
where leaders choose the best action based on the situation, the person, and the decision that
needs to be made.
Participative theories of Leadership - correct answer ✔✔the ideal style is one that includes
other people's input.
Management or Transactional theories of Leadership - correct answer ✔✔focus on the role of
supervision and group performance. These leadership theories are based on a system of
rewards and punishments, and the leader influences others by what they offer in exchange.
Relationship or Transformational theories of Leadership - correct answer ✔✔focus on the
connections formed between leaders and followers. They inspire and motivate others by
helping the team see the higher good of the task. They are also focused on the task but want all
team members to fulfill their potential.
Robert Greenleaf's servant leadership - correct answer ✔✔Focuses on the development and
well-being of the people, where leaders share power and put the needs of others ahead of the
organization.
Authentic leadership - correct answer ✔✔Emphasizes the leader's sincerity and self-awareness,
is based on honesty and transparency, values input from employees, and stresses an internal
moral perspective.
