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IAAP CAP Exam Study Guide well answered to pass
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IAAP CAP Exam Study GuidePodcasts - correct answer ✔✔Prerecorded audio clips used to inform the audience about an issue,
product, or service.
Downloadable presentations of webinars.
Certification - correct answer ✔✔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 - correct answer ✔✔A credential awarded by a licensing agency based on predetermined
criteria.
Educational Certificate - correct answer ✔✔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 - correct answer ✔✔A voluntary process by which
individuals are evaluated against predetermined standards for knowledge, skills, or competencies --
time-limited credential
Assessment-Based Certificate - correct answer ✔✔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 - correct answer ✔✔Provided to individuals who have attended
or participated in classes, courses, other educational or training programs or events
,Certificate of completion - correct answer ✔✔Denotes achievement of specific learning outcomes,
tested through something such as a final exam, demonstrating the competencies learned during a
program of study.
Organization - correct answer ✔✔A group of people, who, through coordinated activities, work to
achieve both individual and collective goals.
Communication - correct answer ✔✔The sharing of symbolic meaning between two or more people.
Business Communication - correct answer ✔✔Formal Communications
Informal Communications
Written Communications
Oral Communications
Visual Communications
Nonverbal Communication
Audio-visual Communications
Computer-based Communications
Formal Communication - correct answer ✔✔Messages spread through the organization's
communications, possibly downward, upward, or horizontal
Downward Communications - correct answer ✔✔Messages sent from management to employees.
This type of communication is necessary to clarify goals, share information, educate, and guide.
Upward Communications - correct answer ✔✔Messages sent from employees to management.
This type of communication often informs management about project progress and challenges.
,Horizontal Communications - correct answer ✔✔Messages traveling from employee to employee,
manager to manager, or executive to executive.
Informal Communications - correct answer ✔✔Conversations people have with each other (can be
based on speculation, rumors, or overheard conversations.)
Written Communication - correct answer ✔✔Anything put on paper, such a memos, letters, manuals,
forms, and flyers
Oral Communication - correct answer ✔✔Face-to-face communications, as well as meetings, telephone
calls, and radio broadcasts.
Visual Communications - correct answer ✔✔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 - correct answer ✔✔Communication without the use of spoken language,
including gestures, facial expressions, and body positions
Audio-Visual Communication - correct answer ✔✔Combines two media such as television or film and
narration
Computer-Based Communication - correct answer ✔✔Video conferences, websites, and e-mail
Frame of Reference - correct answer ✔✔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 - correct answer ✔✔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 - correct answer ✔✔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 - correct answer ✔✔Environmental conditions (such as the noise level or temperature)
Psychological Noise - correct answer ✔✔Anything that makes it difficult for an individual to understand
the message
All Communication is Transactional - correct answer ✔✔It involves a two-way passage or information,
emotion, and intent
Stakeholders - correct answer ✔✔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 - correct answer ✔✔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) - correct answer ✔✔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) - correct answer ✔✔Taking a specific observation and
creating a broad generalization
Example: Specific Observation = This wasp has a singer
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