IAAP CAP Exam > Lists > Flashcards

Lists Flashcards

(41 cards)

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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?

Study These Flashcards
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?

Study These Flashcards
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

Study These Flashcards
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?

Study These Flashcards
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?

Study These Flashcards
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?

Study These Flashcards
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?

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

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

Study These Flashcards
A
  1. Groupthink
  2. Escalation of commitment
  3. The Abilene Paradox
  4. Group polarization
  5. Unethical decision making
25
What are the (6) causes of self-limiting behavior?
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
Frederick Herzberg hypothesized that humans have two sets of needs. What are they?
1. Avoid pain 2. Grow psycholigically
27
According to Frederick Herzberg, what are the (6) motivational factors that lead to job satisfaction?
1. Achievement 2. Recognition 3. Job performance 4. Responsibility 5. Advancement 6. Feedback
28
What are the (6) reasons for giving a presentation?
1. Demonstrative 2. Informative 3. Persuasive 4. Entertaining 5. Introductions, tributes or special occasion 6. Motivational
29
What are the (4) primary ways to give a presentation?
1. Podcasts 2. Virtual presentations 3. Webinars (real-time virtual presentations) 4. In-person presentations
30
What are the (3) basic parts of a speech?
1. Introduction 2. Body 3. Conclusion
31
What are (5) ways to open the lines of communication?
1. Initiate sensitivity training 2. Celebrate differences 3. Understand your own cultural background 4. Do not assume 5. Find similarities
32
SWOT stands for:
1. Strengths 2. Weaknesses 3. Opportunities 4. Threats
33
SMART stands for:
1. Specific 2. Measureable 3. Achievable 4. Realistic 5. Time-related
34
What (3) questions are asked during a scrum meeting?
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
It is against the law to discriminate against what?
1. Race 2. Color 3. Religion 4. Sex 5. National origin 6. Disability 7. Genetic information
36
What are the (6) journalistic questions?
1. Who? 2. What? 3. When? 4. Where? 5. Why? 6. How?
37
What are the (3) phases of writing?
1. Prewriting 2. Writing 3. Rewriting
38
What are (5) effective proofreading techniques?
**START** Strategy: 1. Spell check 2. Tag team 3. Approach line by line 4. Read out loud 5. Take a break
39
Informal reports exhibit what (4) characteristics?
1. 1-3 pages 2. Formatted simiarly to a letter or memo 3. Written w/ a direct approach 4. No prefatory sections
40
What are the (5) steps to overcoming panic attacks?
AWARE: 1. Acknowledge & accept 2. Wait & watch 3. Actions (to make myself more comfortable) 4. Repeat 5. End
41
What are (4) variables of cross-cultural communication?
1. Time & space 2. Fate & personal responsibility 3. Face & face-saving 4. Non-verbal communication
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