Exam (elaborations)
IAAP CAP EXAM STUDY GUIDE 2021(2024 updated)
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IAAP CAP EXAM STUDY GUIDE 2021(2024 updated)
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IAAP CAP EXAM STUDY GUIDE 2021VERBAL COMMUNICATION - correct answer ✔✔exchange info through words, listen and understand,
speak to be understood.
NON-VERBAL COMMUNICATION - correct answer ✔✔communicating without the use of words.
PARALANGUAGE - correct answer ✔✔vocal message or notes
VOICE - correct answer ✔✔the form of a verb indicating whether the subject is acting or is receiving the
action.
ACTIVE VOICE: - correct answer ✔✔subject performs the action. More specific, personal, and concise. (I
will, I am)
PASSIVE VOICE - correct answer ✔✔subject receives the action or is acted upon. (is, was, were)
DIRECT APPROACH - correct answer ✔✔start with your main point, then provide supporting statements.
Generally used with positive or neutral communications.
INDIRECT APPROACH: - correct answer ✔✔start with supporting evidence, build your case up to your
main point. Generally used with negative communications.
PERSUASIVE - correct answer ✔✔when you want to convince someone to do something or change an
indifferent or negative reader's reaction
downward communication - correct answer ✔✔boss to employee
upward communication - correct answer ✔✔employee to boss
, horizontal communication - correct answer ✔✔coworker to coworker; manager to manager; within
team
diagonal communication - correct answer ✔✔employee to co-worker's manager
INFORMAL COMMUNICATION - correct answer ✔✔unofficial (grapevine). May or may not be true
(though a surprisingly high percentage is found to be true).
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) - correct answer ✔✔use of technology to organize,
automate, and track customer purchases, inquiries, needs, interests.
CUSTOMER SERVICE - correct answer ✔✔the ability of an organization to consistently give customers
what they want and need.
CUSTOMER FOCUS - correct answer ✔✔the attitude and commitment of providing great customer
service.
CUSTOMER - correct answer ✔✔someone who buys or uses products or services of a company or
organization
CONFLICT - correct answer ✔✔a state of opposition or disagreement between persons, ideas, or
interests.
Influcence Tactics (Pressure) - correct answer ✔✔use of demands or threats or constantly checking up
on someone to influence another's behavior.
Influence Tactics (Appeals) - correct answer ✔✔request for assistance by use of aspirations or ideas of
another individual; or to friendship or loyalty of another person.
Influence Tactic (Exchange) - correct answer ✔✔offer to do something for someone for something in
return right away or at a future time.
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