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IAAP CAP Exam > Lists > Flashcards

Lists Flashcards

1
Q

What are the (7) types of power?

A

Laci
Can
Educate
Individuals
Really
Calmly
Right now

  1. Legitimate
  2. Coercive
  3. Expert
  4. Informational
  5. Reward
  6. Connection
  7. Referent
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2
Q

What are the (5) conflict management styles?

A

An
Animal
Can
Create
Chaos

  1. Accommodating
  2. Avoiding
  3. Collaborating
  4. Competing
  5. Compromising
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3
Q

What are the (7) steps to effective decision making?

Example: What certification exam should I take?

A
  1. Identify the decision
  2. Gather information
  3. Identify alternatives
  4. Weigh the evidence
  5. Choose
  6. Take action
  7. Review your decision
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4
Q

What are the (3) codes as described by the the Vroom-Yetton model?

A
  1. Autocratic (A1 or A2)
  2. Consultative (C1 or C2)
  3. Collaborative (G2)
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5
Q

What are the (6) types of teams?

A
  1. Informal: “Fun” committee
  2. Traditional: CLS Department
  3. Problem solving: Employee well-being
  4. Leadership: Steering Committee
  5. Self-directed: Small w/ authority
  6. Virtual: CARES Center
  1. Working functional
  2. Management
  3. Self-man

Study guide also lists:

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6
Q

What are a few types of listening?

A
  1. Content
  2. Critical
  3. Empathetic
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7
Q

What are the (5) stages of team building development?

A
  1. Forming
  2. Storming
  3. Norming
  4. Performing
  5. Adjournment
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8
Q

What are (4) benefits of teams?

Example: Ford

A
  1. Improved quality of work life
  2. Lower absenteeism & turnover
  3. Increased innovation
  4. Organizational adaptability & flexibility
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9
Q

What are the (6) groups of communication?

A
  1. Written
  2. Oral
  3. Visual
  4. Nonverbal
  5. Audio-visual
  6. Computer based
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10
Q

What are the (4) communication theories?

A
  1. **Cognitive dissonance **(avoidance)
  2. Communication accommodation (accommodate one another)
  3. Symbolic interaction (motivated to act based on meanings assigned)
  4. Uncertainty reduction (reducing uncertainty in a situation)
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11
Q

What are Maslow’s Hierarchy of Needs?

A

Please
Stop
Singing
Every
Second

  1. Physiological
  2. Safety
  3. Social
  4. Esteem
  5. Self-actualization
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12
Q

What are the (7) characteristics of effective teams?

Example: CRISHP Retreat

A
  1. Clear direction: Plan CRISHP Retreat
  2. Clear responsibilities: A) Christi to book hotel; 2) Tiffany to collect RSVPs
  3. **Knowledgeable members: **Me & Christi
  4. Reasonable operating procedures: Set of rules, e.g. budget
  5. **Interpersonal relationships: **Me & Christi
  6. Sharing successes & failures: Did the event run smoothly
  7. **External relationships: **Hotel
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13
Q

What are the (3) steps of communication?

Example: Exec dropping stack of paper on desk

A
  1. Sender encodes a message via a channel >
  2. Receiver decodes >
  3. Receiver sends feedback to sender
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14
Q

What are the (7) types of leadership styles?

A

The leader:

  1. Tells
  2. Sells
  3. Tests
  4. Consults
  5. Joins
  6. Delegates
  7. Abdicates
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15
Q

What are (3) approaches to leadership?

A
  1. **Trait **(individual, one-way process
  2. Skills (behavioral
  3. Situational (adaptive)
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16
Q

What are the (4) types of leadership styles?

A
  1. Situational
  2. Autocratic
  3. Democratic
  4. Laissez-faire
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17
Q

What are the (4) Hersey-Blanchard situational leadership styles?

A
  1. Directing(knowledge)
  2. Coaching(developing knowledge; needs encouragement)
  3. Supporting (emotional support)
  4. Developing (seasoned follower)
18
Q

What are the (4) customer service strategies?

A
  1. Treat customers w/ respect
  2. Do something extra
  3. Admit to mistakes
  4. Internal customers are just as important as external
19
Q

What are the (5) steps to delivering negative news?

Example: Denying an auto claim

A
  1. Explain the problem
  2. Remain professional
  3. Show you understand
  4. Show you are handling the situation fairly
  5. Indicate interest in an ongoing professional relationship
20
Q

What are the (4) steps to conflict resolution?

A
  1. Listen
  2. Offer a resolution
  3. Accept blame if at fault
  4. Correct mistake
21
Q

What are the (6) steps involved in leading a meeting?

A
  1. Start on time
  2. Statement of goals
  3. Record minutes
  4. Use agenda
  5. Gives others opportunity to speak
  6. End on time
22
Q

What are the (4) steps to developing effective team dynamics?

A
  1. Develop a team charter
  2. Develop action plan
  3. Prepare for conflict
  4. Celebrate
23
Q

What are the (4) steps to group decision making?

A
  1. Orientation
  2. Discussion
  3. Decision Making
  4. Implementation
24
Q

What are the (5) pitfalls to group decision making?

A
  1. Groupthink
  2. Escalation of commitment
  3. The Abilene Paradox
  4. Group polarization
  5. Unethical decision making
25
Q

What are the (6) causes of self-limiting behavior?

A
  1. Prescence of someone with expertise
  2. A compelling argument
  3. Lack of confidence
  4. An unimportant decision
  5. Pressure from others to conform
  6. Dysfunctional decision making climate
26
Q

Frederick Herzberg hypothesized that humans have two sets of needs. What are they?

A
  1. Avoid pain
  2. Grow psycholigically
27
Q

According to Frederick Herzberg, what are the (6) motivational factors that lead to job satisfaction?

A
  1. Achievement
  2. Recognition
  3. Job performance
  4. Responsibility
  5. Advancement
  6. Feedback
28
Q

What are the (6) reasons for giving a presentation?

A
  1. Demonstrative
  2. Informative
  3. Persuasive
  4. Entertaining
  5. Introductions, tributes or special occasion
  6. Motivational
29
Q

What are the (4) primary ways to give a presentation?

A
  1. Podcasts
  2. Virtual presentations
  3. Webinars (real-time virtual presentations)
  4. In-person presentations
30
Q

What are the (3) basic parts of a speech?

A
  1. Introduction
  2. Body
  3. Conclusion
31
Q

What are (5) ways to open the lines of communication?

A
  1. Initiate sensitivity training
  2. Celebrate differences
  3. Understand your own cultural background
  4. Do not assume
  5. Find similarities
32
Q

SWOT stands for:

A
  1. Strengths
  2. Weaknesses
  3. Opportunities
  4. Threats
33
Q

SMART stands for:

A
  1. Specific
  2. Measureable
  3. Achievable
  4. Realistic
  5. Time-related
34
Q

What (3) questions are asked during a scrum meeting?

A
  1. What have you accomplished?
  2. What obstacles or challenges are you facing?
  3. What will you be working on until the next meeting?
35
Q

It is against the law to discriminate against what?

A
  1. Race
  2. Color
  3. Religion
  4. Sex
  5. National origin
  6. Disability
  7. Genetic information
36
Q

What are the (6) journalistic questions?

A
  1. Who?
  2. What?
  3. When?
  4. Where?
  5. Why?
  6. How?
37
Q

What are the (3) phases of writing?

A
  1. Prewriting
  2. Writing
  3. Rewriting
38
Q

What are (5) effective proofreading techniques?

A

START Strategy:
1. Spell check
2. Tag team
3. Approach line by line
4. Read out loud
5. Take a break

39
Q

Informal reports exhibit what (4) characteristics?

A
  1. 1-3 pages
  2. Formatted simiarly to a letter or memo
  3. Written w/ a direct approach
  4. No prefatory sections
40
Q

What are the (5) steps to overcoming panic attacks?

A

AWARE:
1. Acknowledge & accept
2. Wait & watch
3. Actions (to make myself more comfortable)
4. Repeat
5. End

41
Q

What are (4) variables of cross-cultural communication?

A
  1. Time & space
  2. Fate & personal responsibility
  3. Face & face-saving
  4. Non-verbal communication

IAAP CAP Exam (8 decks)

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