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CAP IAAP EXAM STUDY GUIDE QUESTIONS & ANSWERS 2020/2021 $8.99   Add to cart

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CAP IAAP EXAM STUDY GUIDE QUESTIONS & ANSWERS 2020/2021

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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...

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  • October 22, 2024
  • 12
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
  • CAP IAAP
  • CAP IAAP
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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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