1
CAP Exam: Domain One: Organizational Communication
Communication - -Correct Answer-an exchange of messages between
individuals for the purpose of creating or influencing the meaning others
assign to events through signs and symbols
Signs - -Correct Answer-involuntary expressions of emotion such as facial
expressions, eye contact, postures, gestures, and vocal variations
Nonverbal Communication - -Correct Answer-uses signs
Symbols - -Correct Answer-letters and words that stand for objects, ideas, or
states of mind
Verbal Communication - -Correct Answer-the voluntary use of symbols
Interpersonal Communication - -Correct Answer-how you use facial
expressions, inflection, voice tone and body language to get your message
across. The ability to listen is an interpersonal communication skill.
Intrapersonal Communication - -Correct Answer-How you analyze a situation
and use the information. Centers on self-awareness (how you see yourself),
perception (an understand of the self and the world), and expectation (a
guideline for future decisions).
1
, 2
Formal Communications - -Correct Answer-done through official channels;
can be downward, upward, or horizontal
Downward Communications - -Correct Answer-Messages sent from
management to employees. Necessary to clarify goals, share information,
educate, and guide.
Upward Communications - -Correct Answer-Sent from employees to
management. Often informs management about project progress and
challenges.
Horizontal Communications - -Correct Answer-Messages that travel from
employee to employee, manager to manager, or executive to executive.
Informal Communications - -Correct Answer-Conversations people have with
each other. Many times based on speculation, rumors, or overheard
conversations. Most often resemble gossip.
Deductive Reasoning - -Correct Answer-Using a general conclusion to reach
a specific conclusion. All wasps have stingers. This is a wasp, therefore it has
a stinger.
Inductive Reasoning - -Correct Answer-Using a specific conclusion to reach a
general conclusion.This wasp has a stinger, therefore all wasps have
stingers. AKA bottom-up approach.
2
, 3
Communication in the workplace occurs in 5 forms - -Correct Answer-1.
Written
2. Oral
3. Visual
4. Audio-visual
5. Computer-based
Written Communications - -Correct Answer-Anything put on paper: memos,
letters, manuals, forms, flyers, etc.
Oral Communications - -Correct Answer-face-to-face communications,
meetings, telephone calls, and radio broadcasts
Visual Communications - -Correct Answer-facial expressions, as well as
materials such as charts, posters, and diagrams
Audio-Visual Communications - -Correct Answer-combines two media, such
as television, or film and narration
Computer-Based Communications - -Correct Answer-video conferences,
websites, and email
5 steps of the communication process - -Correct Answer-1. Sender has an
idea
2. Sender encodes the message
3. Sender selects channel and transmits message
3
, 4
4. Receiver decodes message
5. Receiver sends feedback to sender
Factors that can break down communication - -Correct Answer-physical noise
psychological noise
frame of reference
Physical Noise - -Correct Answer-environmental conditions such as noise
level or temperature
Psychological Noise - -Correct Answer-anything that makes it harder for
someone to understand the message. Ex: poor vocabulary, more interested
in defending themselves than listening
Frame of Reference - -Correct Answer-values, experiences, customs, etc.
which someone uses to evaluate data, communicate ideas, and guide
behavior
Autocratic Leaders - -Correct Answer-Make all of the decisions and closely
monitor the work of their staff. Can be useful when dealing with inexperienced
staff. Communication is one-way: leader to employees.
Democratic Leaders - -Correct Answer-Welcome input from their team and
allow team members to work with less supervision. Facilitate the conversation
and report back on the decision. This style puts a high value on innovation
and independent work but it can be a slow way to reach a conclusion. Works
best when everyone participates and isn't afraid to discuss their ideas.
4
CAP Exam: Domain One: Organizational Communication
Communication - -Correct Answer-an exchange of messages between
individuals for the purpose of creating or influencing the meaning others
assign to events through signs and symbols
Signs - -Correct Answer-involuntary expressions of emotion such as facial
expressions, eye contact, postures, gestures, and vocal variations
Nonverbal Communication - -Correct Answer-uses signs
Symbols - -Correct Answer-letters and words that stand for objects, ideas, or
states of mind
Verbal Communication - -Correct Answer-the voluntary use of symbols
Interpersonal Communication - -Correct Answer-how you use facial
expressions, inflection, voice tone and body language to get your message
across. The ability to listen is an interpersonal communication skill.
Intrapersonal Communication - -Correct Answer-How you analyze a situation
and use the information. Centers on self-awareness (how you see yourself),
perception (an understand of the self and the world), and expectation (a
guideline for future decisions).
1
, 2
Formal Communications - -Correct Answer-done through official channels;
can be downward, upward, or horizontal
Downward Communications - -Correct Answer-Messages sent from
management to employees. Necessary to clarify goals, share information,
educate, and guide.
Upward Communications - -Correct Answer-Sent from employees to
management. Often informs management about project progress and
challenges.
Horizontal Communications - -Correct Answer-Messages that travel from
employee to employee, manager to manager, or executive to executive.
Informal Communications - -Correct Answer-Conversations people have with
each other. Many times based on speculation, rumors, or overheard
conversations. Most often resemble gossip.
Deductive Reasoning - -Correct Answer-Using a general conclusion to reach
a specific conclusion. All wasps have stingers. This is a wasp, therefore it has
a stinger.
Inductive Reasoning - -Correct Answer-Using a specific conclusion to reach a
general conclusion.This wasp has a stinger, therefore all wasps have
stingers. AKA bottom-up approach.
2
, 3
Communication in the workplace occurs in 5 forms - -Correct Answer-1.
Written
2. Oral
3. Visual
4. Audio-visual
5. Computer-based
Written Communications - -Correct Answer-Anything put on paper: memos,
letters, manuals, forms, flyers, etc.
Oral Communications - -Correct Answer-face-to-face communications,
meetings, telephone calls, and radio broadcasts
Visual Communications - -Correct Answer-facial expressions, as well as
materials such as charts, posters, and diagrams
Audio-Visual Communications - -Correct Answer-combines two media, such
as television, or film and narration
Computer-Based Communications - -Correct Answer-video conferences,
websites, and email
5 steps of the communication process - -Correct Answer-1. Sender has an
idea
2. Sender encodes the message
3. Sender selects channel and transmits message
3
, 4
4. Receiver decodes message
5. Receiver sends feedback to sender
Factors that can break down communication - -Correct Answer-physical noise
psychological noise
frame of reference
Physical Noise - -Correct Answer-environmental conditions such as noise
level or temperature
Psychological Noise - -Correct Answer-anything that makes it harder for
someone to understand the message. Ex: poor vocabulary, more interested
in defending themselves than listening
Frame of Reference - -Correct Answer-values, experiences, customs, etc.
which someone uses to evaluate data, communicate ideas, and guide
behavior
Autocratic Leaders - -Correct Answer-Make all of the decisions and closely
monitor the work of their staff. Can be useful when dealing with inexperienced
staff. Communication is one-way: leader to employees.
Democratic Leaders - -Correct Answer-Welcome input from their team and
allow team members to work with less supervision. Facilitate the conversation
and report back on the decision. This style puts a high value on innovation
and independent work but it can be a slow way to reach a conclusion. Works
best when everyone participates and isn't afraid to discuss their ideas.
4
