IAAP CAP Exam Questions and Answers with Complete Solutions Latest Update Graded A+
Podcasts - Answers Prerecorded audio clips used to inform the audience about an issue, product, or
service.
Downloadable presentations of webinars.
Certification - Answers 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 - Answers A credential awarded by a licensing agency based on predetermined criteria.
Educational Certificate - Answers 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 - Answers A voluntary process by which individuals are
evaluated against predetermined standards for knowledge, skills, or competencies -- time-limited
credential
Assessment-Based Certificate - Answers 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 - Answers Provided to individuals who have attended or
participated in classes, courses, other educational or training programs or events
Certificate of completion - Answers Denotes achievement of specific learning outcomes, tested through
something such as a final exam, demonstrating the competencies learned during a program of study.
Organization - Answers A group of people, who, through coordinated activities, work to achieve both
individual and collective goals.
Communication - Answers The sharing of symbolic meaning between two or more people.
Business Communication - Answers Formal Communications
Informal Communications
,Written Communications
Oral Communications
Visual Communications
Nonverbal Communication
Audio-visual Communications
Computer-based Communications
Formal Communication - Answers Messages spread through the organization's communications,
possibly downward, upward, or horizontal
Downward Communications - Answers Messages sent from management to employees.
This type of communication is necessary to clarify goals, share information, educate, and guide.
Upward Communications - Answers Messages sent from employees to management.
This type of communication often informs management about project progress and challenges.
Horizontal Communications - Answers Messages traveling from employee to employee, manager to
manager, or executive to executive.
Informal Communications - Answers Conversations people have with each other (can be based on
speculation, rumors, or overheard conversations.)
Written Communication - Answers Anything put on paper, such a memos, letters, manuals, forms, and
flyers
Oral Communication - Answers Face-to-face communications, as well as meetings, telephone calls, and
radio broadcasts.
Visual Communications - Answers 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.
Nonverbal Communication - Answers Communication without the use of spoken language, including
gestures, facial expressions, and body positions
Audio-Visual Communication - Answers Combines two media such as television or film and narration
Computer-Based Communication - Answers Video conferences, websites, and e-mail
,Frame of Reference - Answers 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 - Answers 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 - Answers 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 - Answers Environmental conditions (such as the noise level or temperature)
Psychological Noise - Answers Anything that makes it difficult for an individual to understand the
message
All Communication is Transactional - Answers It involves a two-way passage or information, emotion,
and intent
Stakeholders - Answers Any individuals or groups who have an interest in the company. Interested
parties range from employees, to customers, to owners, to members of the community
Intrapersonal Communication - Answers Deals with how you analyze a situation and use the
information. Centers on self-esteem (how you see yourself), perception (an understanding of yourself
and the world), and expectation (a guideline for future decisions)
Deductive Reasoning (aka: Top-Down Reasoning) - Answers Taking a general conclusion or fact and
working to a specific conclusion.
Example: General Conclusion = All Wasps have stingers
Specific Conclusion = This is a wasp, therefore it must have a stinger
Inductive Reasoning (aka Bottom-Up Approach) - Answers Taking a specific observation and creating a
broad generalization
, Example: Specific Observation = This wasp has a singer
General Conclusion = Infers that all wasps have stingers
Effective Listening - Answers Strengthens organizational relationships, alerts the organization to
opportunities for innovation, and allows the organization to manage growing
Content Listening - Answers To understand and retain information being said
Critical Listening - Answers To gain a clear understanding and evaluation of the meaning of the speaker's
message
Empathic Listening - Answers To understand the speaker's feelings, needs, and wants, and in turn
appreciating his or her point of view
Active Listening - Answers Making a conscious effort to truly hear and understand what the speaker is
saying
Situational Leadership Style - Answers Leaders adapt their style to the needs of the team or company
rather than expecting others to bend to their approach.
Autocratic Leadership - Answers Leaders give instructions, make all of the important decisions, and
watch their staff closely to make sure they comply.
Democratic Leadership - Answers Leader values input from all team members. A democratic leader
facilitates the conversation and reports on the decision.
Laissex-Fair Approach to Leadership (French for "let go") - Answers Leader has minimal contact with
employees during the day, only stepping in as needed.
Frederick Taylor - Answers Mechanical engineer who sought to improve industrial efficiency. Regarded
as the father of Scientific Management and was one of the first management consultants. Known for
Time and Motion Studies.
Scientific Management - Answers A theory of management that analyzes and synthesizes workflows,
with the main objective to improve economic efficiency, especially labor productivity.
Time and Motion Study - Answers Pioneered by Frederick Taylor, a method for establishing employee
productivity standards in which (1) a complex task is broken into small, simple steps, (2) the sequence of
movements taken by the employee in performing those steps is carefully observed to detect and
eliminate redundant or wasteful motion, and (3) precise time taken for each correct movement is
measured.
Henry Ford - Answers Created the assembly line using Frederick Taylor's time and motion study method.
Hawthorne Studies - Answers Started the movement toward treating employees as social beings rather
than mechanical beings, whose every movement could be controlled for optimal performance. Studies
