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IAAP CAP Exam > Definitions > Flashcards

Definitions Flashcards

1
Q

What is a collection of individuals organized to accomplish a common purpose?

A

A team

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2
Q

What is a type of leadership that transforms people by concentrating on emotions, values, ethics, standards & long-term goals?

A

Transformational leadership

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3
Q

What is the study of how body language and facial expressions support or negate what someone says?

A

Interpersonal dynamics

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4
Q

What is upward communication?

A

Messages sent from employees to management

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5
Q

What is the process of making choices by identifying a decision, gathering information & assessing alternative resolutions?

A

Decision making

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6
Q

What is the sharing of meaning between two or more people?

A

Communication

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7
Q

What is designed to help you to identify the best decision-making approach & leadership style to take, based on your current situation?

Example: Where should we host the CRISHP retreat?

A

The Vroom-Yetton model

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8
Q

What is the study of the relationship between words & meanings?

A

Semantics

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9
Q

What is the act of assisting consumers with their questions & needs?

A

Customer service

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10
Q

What is horizontal communication?

A

Messages sent from employee to employee

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11
Q

Effective listeners practice what?

A

Active listening

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12
Q

What is downward communication?

A

Messages sent from management to employees

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13
Q

What is informal communication?

A

Conversations people have with each other

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14
Q

Who are individuals or groups with an interest in the company?

A

Stakeholders

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15
Q

What is formal communication?

A

Messages downward, upward or horizontal

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16
Q

What is a group of people who, through coordinated activities, work to achieve both individual & collective goals?

A

An organization

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17
Q

What is the process in which a manager and his or her subordinate sit down, set specific objectives and for which the subordinate is then held directly responsible?

A

MBO: Management by Objective approach

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18
Q

What are the values, experiences, customs, education and beliefs which someone uses to evaluate data, communicate ideas and guide behavior?

A

Frame of reference

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19
Q

What is another word for a greeting?

A

A salutation

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20
Q

Team dynamics is how the team […].

A

operates

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21
Q

What is it called when a team values conformity & consensus more than important criteria?

A

Groupthink

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22
Q

What is the tendency of groups to re-enforce beliefs rather than being open to differing opinions & conflicting facts?

A

Collective rationalization

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23
Q

What is it when a team persists in trying to make a problem work?

A

Escalation of commitment

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24
Q

What is called when people feel it would be a waste of time & resources invested to change course now?

A

Sunk-cost fallacy

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25
Q

What is called when a group makes a choice together that none of the group would have made individually?

A

The Abilene Paradox

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26
Q

What is the tendency to look to the team to define the reality of a situation?

A

The need to be right

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27
Q

What are accepted principles of conduct that govern behavior within society?

A

Ethics

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28
Q

What is it called when individuals are held to a performance standard?

A

Accountability

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29
Q

How someone views their personal worth or value is what?

A

Self-esteem

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30
Q

How happy or cheerful an individual or team is in the fact of adversity is what?

A

Morale

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31
Q

What is an inidividual’s need to be the best person possible based on their potential?

A

Self-actualization

Topic of Maslow’s pyramid of basic human needs

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32
Q

What is the process of inspiring a group to accomplish a goal?

A

Leadership

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33
Q

What is the process of using available resources in the best possible way by directing, organizing, planning & leading?

A

Management

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34
Q

What is an opportunity for a person with more experience to assist another person to develop his or her skills?

A

Coaching

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35
Q

What is a relationship in which someone with more experience agrees to tech or hide someone who is willing to learn?

A

Mentorship

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36
Q

What is the type of speech where a person teaches an audience how to do something?

A

Demonstrative

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37
Q

What is a type of speech similar to demonstrative but skips the show & tell?

A

Informative

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38
Q

What is the type of speech where a person tries to convince someone that the opinion and expertise of that speaker is correct and to agree with or to do something they are not doing now?

A

Persuasive

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39
Q

What is the type of speech goven primarily for enjoyment?

A

Entertaining

40
Q

What is the type of speech that is specific to a particular event?

A

Introductions, tribute or special occasion

41
Q

What is the type of speech designed to boost the audience’s confidence or inspire?

A

Motivational

42
Q

What serves as a colorful backdrop to a presentation, adding and emphasizing information to illustrate your main points?

A

Presentation slides

43
Q

When your audience perceives you as being reliable and trustworthy, you have built what?

A

Credibility

44
Q

What is the process of doing business internationally?

A

Globalization

45
Q

What are behaviors typical of a particular group?

A

Cultural norms

46
Q

What is the benelief that your ethnic or cultural group is better than anyone else’s?

A

Ethnocentrism

47
Q

What is a set of behaviors that guide formal situations?

A

Etiquette

48
Q

What are words or phrases used in informal conversation?

A

Colloquialisms

49
Q

Gestures & facial expressions are part of what?

A

Body language

50
Q

What is three to five sentences long & explains why the company exists and what it hopes to achieve?

A

Mission statement

51
Q

What type of meeting is held while standing?

A

**Scrum **meeting

52
Q

What is a set of techniques & tools for process improvement?

A

Six Sigma

53
Q

What is a management system for a customer-focused organization that involves all employees in continual improvement?

A

Total Quality Management (TQM)

54
Q

What is it when something has been agreed to, but there is no written record?

A

An implied contract

55
Q

What is the fundamental right to a fair trial?

A

Due process of law

56
Q

Who are people who defy a union ruling & go to work?

A

Strikebreaker scabs

57
Q

What is the appreciation and respect for regional, country, and cultural differences?

A

Cultural diversity

58
Q

What type of documents indicate how readers should act or what they should do?

A

Action documents

Includes a do statement

59
Q

What type of document indicates what readers should know or understand?

A

Information documents

60
Q

Deciding if a document is meant for action or information is called determining the message’s ____?

A

Destination point

61
Q

What is a written or digital communication between two or more parties?

A

Correspondence

62
Q

What type of document records information for future reference?

A

Reference documents

63
Q

What type of report provides data, facts and informaiton without anaylysis or recommendations?

A

Informational reports

64
Q

What type of report provides data analysis?

A

Analytical reports

65
Q

What are internal communication pieces?

A

Memos

66
Q

What are legally binding records or documents relating to transactions between businesses and their customers and clients?

A

Transactional documents

67
Q

What type of financial report shows revenue & expenses?

e.g. monthly, quarterly, annually

A

Income statements

68
Q

What type of financial report shows snapshots of an organization’s financial position comparing assets, liabilities and owner’s equity?

A

Balance sheets

69
Q

What type of financial report shows sources of income?

A

Cash flow statements

70
Q

What type of financial report reveals the owner’s capital at the beginning and end of a period of time?

A

Statements of owner’s equity

71
Q

What consists of gathering data and information you need prior to writing or drafting a document?

A

Prewriting

72
Q

What are starting points for documents?

A

Templates

73
Q

What is the process of reviewing your work to see whether content is clear?

A

Editing

74
Q

What type of editing focuses on checking for punctuation, grammar and spelling mistakes?

A

Proofreading

75
Q

What type of document communicates factual information that must be part of the official record?

A

Formal documents

76
Q

What type of formal document are accounts of proceedings, transactions or events?

A

Reports

77
Q

What type of report requies scheduled written updates?

A

Progress reports

78
Q

What type of report evaluates data and may answer questions?

A

Analytical reports

79
Q

What type of report documents awareness of how an organization is complying with guidelines, regulations or legislation?

A

Compliance reports

80
Q

What type of formal document is persuasive that offers ideas or actions?

A

Proposals

81
Q

What type of proposal tries to bring in new business?

A

Sales or project proposals

82
Q

What type of proposal examines data and answers questions?

A

Analytical proposals

83
Q

What type of proposal can range from several to hundreds of pages?

A

Formal proposals

84
Q

What type of proposal addresses issues and provides solutions?

A

Internal proposals

85
Q

What type of proposal encourages clients or customers to purchase a product or service?

A

External proposals

86
Q

What type of proposal asks organizations to bid on a service?

A

RFP

87
Q

What type of formal document helps organize a project?

A

Planning documents

88
Q

What type of formal document presents non-sensitive information?

A

A memo

89
Q

What type of formal document lends an air of authority?

A

A business letter

90
Q

What type of formal document records actions taken or decisions made during a meeting?

A

Minutes

91
Q

What type of informal report highlights the most important information?

A

Executive summary

92
Q

What type of informal report seeks information or responds to a request?

A

An email

93
Q

What type of informal document occurs via he internet in real time?

A

Instant messaging

94
Q

What type of informal document uses a smartphone?

A

Text messaging

95
Q

What is a formalized road map that describes how your organization executes the chosen strategy?

A

A strategic plan

IAAP CAP Exam (8 decks)

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