CERTIFIED PAYROLL PROFESSIONAL (CPP)
ACTUAL 2026 EXAM QUESTIONS AND VERIFIED
ANSWERS
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Terms in this set (423)
Reliability delivering what was promised timely,
dependably, & accurately
Responsiveness willingness to help the employees promptly
Assurance the knowledge & courtesy you show to
employees and your ability to convey trust,
competence, & confidence
Empathy the degree of caring & individual attention shown
to employees
Tangibles professionalism of the physical facilities &
equipment in the payroll department
Barriers to effective listening distractions, tuning the person out, reacting
emotionally, not reading body language, sending
false messages, & anticipating your response
, Assertive communication style prefer facts that have been verified by
experience; prefer detailed advance planning &
want to know what is, not what might be
Expressive communication style interested in possibilities first, then facts; react to
challenges enthusiastically & enjoy speculating
about the future
Introspective communication style prefer points to be arranged in logical, start-to-
end sequences; interested in principles involved
& in cost/benefit analysis
Supportive communication style interested in the effect of an idea on others; want
to know who agrees with an idea & what is
helpful/valuable about it
Reflective listening a process where the listener repeats what was
heard & asks for verification
Supporting management style low task / high relationship; little control sought
by manager with a good deal of trust & support
Coaching management style high task / high relationship; manager controls
job & procedures, also relies on personal
communication with employees to coach them in
performing
Delegating management style low task / low relationship; most jobs delegated
to the staff; little personal contact desired by
manager
ACTUAL 2026 EXAM QUESTIONS AND VERIFIED
ANSWERS
Save
Terms in this set (423)
Reliability delivering what was promised timely,
dependably, & accurately
Responsiveness willingness to help the employees promptly
Assurance the knowledge & courtesy you show to
employees and your ability to convey trust,
competence, & confidence
Empathy the degree of caring & individual attention shown
to employees
Tangibles professionalism of the physical facilities &
equipment in the payroll department
Barriers to effective listening distractions, tuning the person out, reacting
emotionally, not reading body language, sending
false messages, & anticipating your response
, Assertive communication style prefer facts that have been verified by
experience; prefer detailed advance planning &
want to know what is, not what might be
Expressive communication style interested in possibilities first, then facts; react to
challenges enthusiastically & enjoy speculating
about the future
Introspective communication style prefer points to be arranged in logical, start-to-
end sequences; interested in principles involved
& in cost/benefit analysis
Supportive communication style interested in the effect of an idea on others; want
to know who agrees with an idea & what is
helpful/valuable about it
Reflective listening a process where the listener repeats what was
heard & asks for verification
Supporting management style low task / high relationship; little control sought
by manager with a good deal of trust & support
Coaching management style high task / high relationship; manager controls
job & procedures, also relies on personal
communication with employees to coach them in
performing
Delegating management style low task / low relationship; most jobs delegated
to the staff; little personal contact desired by
manager
