IAAP CAP EXAM STUDY GUIDE 2021/2024 QUESTION & ANSWERS(SCORED A+)

VERBAL COMMUNICATION - ANSWER-exchange info through words, listen and understand, speak to be understood. NON-VERBAL COMMUNICATION - ANSWER-communicating without the use of words. PARALANGUAGE - ANSWER-vocal message or notes VOICE - ANSWER-the form of a verb indicating whether the subject is acting or is receiving the action. ACTIVE VOICE: - ANSWER-subject performs the action. More specific, personal, and concise. (I will, I am) PASSIVE VOICE - ANSWER-subject receives the action or is acted upon. (is, was, were) DIRECT APPROACH - ANSWER-start with your main point, then provide supporting statements. Generally used with positive or neutral communications. INDIRECT APPROACH: - ANSWER-start with supporting evidence, build your case up to your main point. Generally used with negative communications. PERSUASIVE - ANSWER-when you want to convince someone to do something or change an indifferent or negative reader's reaction downward communication - ANSWER-boss to employee upward communication - ANSWER-employee to boss horizontal communication - ANSWER-coworker to coworker; manager to manager; within team diagonal communication - ANSWER-employee to co-worker's manager INFORMAL COMMUNICATION - ANSWER-unofficial (grapevine). May or may not be true (though a surprisingly high percentage is found to be true). CUSTOMER RELATIONSHIP MANAGEMENT (CRM) - ANSWER-use of technology to organize, automate, and track customer purchases, inquiries, needs, interests. CUSTOMER SERVICE - ANSWER-the ability of an organization to consistently give customers what they want and need. CUSTOMER FOCUS - ANSWER-the attitude and commitment of providing great customer service.