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CAP Exam: Domain One: Organizational Communication with complete solutions graded A+
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CAP Exam: Domain One: OrganizationalCommunication
Communication - correct answer ✔✔an exchange of messages between individuals for the purpose of
creating or influencing the meaning others assign to events through signs and symbols
Signs - correct answer ✔✔involuntary expressions of emotion such as facial expressions, eye contact,
postures, gestures, and vocal variations
Nonverbal Communication - correct answer ✔✔uses signs
Symbols - correct answer ✔✔letters and words that stand for objects, ideas, or states of mind
Verbal Communication - correct answer ✔✔the voluntary use of symbols
Interpersonal Communication - correct answer ✔✔how you use facial expressions, inflection, voice tone
and body language to get your message across. The ability to listen is an interpersonal communication
skill.
Intrapersonal Communication - correct answer ✔✔How you analyze a situation and use the information.
Centers on self-awareness (how you see yourself), perception (an understand of the self and the world),
and expectation (a guideline for future decisions).
Formal Communications - correct answer ✔✔done through official channels; can be downward, upward,
or horizontal
Downward Communications - correct answer ✔✔Messages sent from management to employees.
Necessary to clarify goals, share information, educate, and guide.
,Upward Communications - correct answer ✔✔Sent from employees to management. Often informs
management about project progress and challenges.
Horizontal Communications - correct answer ✔✔Messages that travel from employee to employee,
manager to manager, or executive to executive.
Informal Communications - correct answer ✔✔Conversations people have with each other. Many times
based on speculation, rumors, or overheard conversations. Most often resemble gossip.
Deductive Reasoning - correct answer ✔✔Using a general conclusion to reach a specific conclusion. All
wasps have stingers. This is a wasp, therefore it has a stinger.
Inductive Reasoning - correct answer ✔✔Using a specific conclusion to reach a general conclusion.This
wasp has a stinger, therefore all wasps have stingers. AKA bottom-up approach.
Communication in the workplace occurs in 5 forms - correct answer ✔✔1. Written
2. Oral
3. Visual
4. Audio-visual
5. Computer-based
Written Communications - correct answer ✔✔Anything put on paper: memos, letters, manuals, forms,
flyers, etc.
Oral Communications - correct answer ✔✔face-to-face communications, meetings, telephone calls, and
radio broadcasts
Visual Communications - correct answer ✔✔facial expressions, as well as materials such as charts,
posters, and diagrams
Audio-Visual Communications - correct answer ✔✔combines two media, such as television, or film and
narration
, Computer-Based Communications - correct answer ✔✔video conferences, websites, and email
5 steps of the communication process - correct answer ✔✔1. Sender has an idea
2. Sender encodes the message
3. Sender selects channel and transmits message
4. Receiver decodes message
5. Receiver sends feedback to sender
Factors that can break down communication - correct answer ✔✔physical noise
psychological noise
frame of reference
Physical Noise - correct answer ✔✔environmental conditions such as noise level or temperature
Psychological Noise - correct answer ✔✔anything that makes it harder for someone to understand the
message. Ex: poor vocabulary, more interested in defending themselves than listening
Frame of Reference - correct answer ✔✔values, experiences, customs, etc. which someone uses to
evaluate data, communicate ideas, and guide behavior
Autocratic Leaders - correct answer ✔✔Make all of the decisions and closely monitor the work of their
staff. Can be useful when dealing with inexperienced staff. Communication is one-way: leader to
employees.
Democratic Leaders - correct answer ✔✔Welcome input from their team and allow team members to
work with less supervision. Facilitate the conversation and report back on the decision. This style puts a
high value on innovation and independent work but it can be a slow way to reach a conclusion. Works
best when everyone participates and isn't afraid to discuss their ideas.
Laissez-Faire Leaders - correct answer ✔✔Trust their team to do the work and only monitor work or
assist when requested. May not seem to care, but it is important to keep them informed.
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