CAP IAAP EXAM STUDY GUIDE QUESTIONS & ANSWERS 2020/2021
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Course
CAP IAAP
Institution
CAP IAAP
CAP IAAP EXAM STUDY GUIDE QUESTIONS & ANSWERS 2020/2021
VERBAL COMMUNICATION - ANSWERSexchange info through words, listen and understand, speak to be understood.
NON-VERBAL COMMUNICATION - ANSWERScommunicating without the use of words.
PARALANGUAGE - ANSWERSvocal message or notes
VOIC...
CAP IAAP EXAM STUDY GUIDE
QUESTIONS & ANSWERS 2020/2021
VERBAL COMMUNICATION - ANSWERSexchange info through words, listen and understand, speak to be
understood.
NON-VERBAL COMMUNICATION - ANSWERScommunicating without the use of words.
PARALANGUAGE - ANSWERSvocal message or notes
VOICE - ANSWERSthe form of a verb indicating whether the subject is acting or is receiving the action.
ACTIVE VOICE: - ANSWERSsubject performs the action. More specific, personal, and concise. (I will, I am)
PASSIVE VOICE - ANSWERSsubject receives the action or is acted upon. (is, was, were)
DIRECT APPROACH - ANSWERSstart with your main point, then provide supporting statements. Generally
used with positive or neutral communications.
INDIRECT APPROACH: - ANSWERSstart with supporting evidence, build your case up to your main point.
Generally used with negative communications.
PERSUASIVE - ANSWERSwhen you want to convince someone to do something or change an indifferent
or negative reader's reaction
downward communication - ANSWERSboss to employee
upward communication - ANSWERSemployee to boss
, horizontal communication - ANSWERScoworker to coworker; manager to manager; within team
diagonal communication - ANSWERSemployee to co-worker's manager
INFORMAL COMMUNICATION - ANSWERSunofficial (grapevine). May or may not be true (though a
surprisingly high percentage is found to be true).
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) - ANSWERSuse of technology to organize, automate,
and track customer purchases, inquiries, needs, interests.
CUSTOMER SERVICE - ANSWERSthe ability of an organization to consistently give customers what they
want and need.
CUSTOMER FOCUS - ANSWERSthe attitude and commitment of providing great customer service.
CUSTOMER - ANSWERSsomeone who buys or uses products or services of a company or organization
CONFLICT - ANSWERSa state of opposition or disagreement between persons, ideas, or interests.
Influcence Tactics (Pressure) - ANSWERSuse of demands or threats or constantly checking up on
someone to influence another's behavior.
Influence Tactics (Appeals) - ANSWERSrequest for assistance by use of aspirations or ideas of another
individual; or to friendship or loyalty of another person.
Influence Tactic (Exchange) - ANSWERSoffer to do something for someone for something in return right
away or at a future time.
Influence Tactic (Persuasion) - ANSWERSuse of arguments and facts to get others to come around to your
point of view and do what is required.
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