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Exam Number : IAAP-CAP
Exam Name : Certified Administrative Professional (CAP)
Vendor Name : IAAP
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IAAP-CAP Exam Format | IAAP-CAP Course Contents | IAAP-CAP Course Outline | IAAP-CAP Exam Syllabus | IAAP-CAP Exam Objectives

The Certified Administrative Professional (CAP) is an NCCA-accredited credential designed specifically for the administrative professional. The NCCA, or National Commission of Certifying Agencies, is the accrediting arm of the Institute for Credentialing Excellence, or ICE, and verifies that the CAP meets national and international credentialing industry standards for certification programs.

Its a fantastic way to show the world you are serious about your career; that you have a current knowledge of the areas necessary to be a rockstar in your role; that you are committed to learning long after the class work is done; and its an amazing way to prove to yourself you really CAN accomplish anything you set your mind to.

CAP Exam Domains & Percentages

Organizational Communications (24%)

Business Writing and Document Production (22%)

Technology and Information Distribution (16%)

Office and Records Management (15%)

Event and Project Management (12%)

Operational Functions (11%)

The CAP® (Certified Administrative Professional) is an NCCA-accredited professional
certification designed for office and administrative professionals. The tasks and
responsibilities of those working in administrative professions are as varied and vast as
the number of firms employing them.

The CAP exam is created using the CAP Body of Knowledge, which is developed
by practicing professionals and business educators conducting a job analysis study
approximately every five years*. The purpose of the study is to collect qualitative and
quantitative data regarding practices conducted by administrative professionals; the
resulting data is reflected in the Body of Knowledge to ensure the CAP exam is clear,
comprehensive, and reflective of current practices.

Under each of the six functional area domains are Performance Outcomes (POs), which
are detailed, measurable competencies based on the most significant knowledge and skills
administrative professionals should know to be successful in their positions. Under each
PO are bullet points tying the competency to specific business and/or office functions.


PO 1: Describe the concepts and applications of communication, management, and leadership models/theories within organizations.

• Identify the various types of communication (written, verbal, nonverbal, interpersonal, group, public) and which is the
most effective for different business situations

• Describe management/leadership theories and how they relate to effective organizational communication

PO 2: Describe the process of effective interaction with internal and external stakeholders of an organization.

• Demonstrate a basic knowledge and proficiency in managing and resolving conflict within an organization

PO 3: Recognize the importance and utilization of professional networking.

• Describe how networking (both in-person and virtual) has changed the way people find jobs and companies recruit new employees

| 3 | Effective Fall 2018 CAP Body of Knowledge

PO 4: Demonstrate an understanding of team dynamics within organizations.

• Identify the different types of teams and describe their purpose

• Describe the specific kinds of dynamics within teams and how they can be managed

• Demonstrate knowledge in effective decision making, communication, and team building

PO 5: Describe the positive and negative types of interpersonal interactions existing within an organization.

• Explain how human motivation affects organizational dynamics

• Demonstrate basic knowledge of the differences between managing and leading

• Explain the dynamics of mentorship and coaching, including the effect on performance

PO 6: Demonstrate knowledge in the techniques of creating and giving presentations.

• Describe how to apply methods of coping with communication anxiety

• Identify the different types of presentations and appropriate usage of each

• Demonstrate knowledge of how to prepare for and deliver a presentation

PO 7: Demonstrate the ability to conduct business with diverse cultures.

• Describe international business practices with regard to cultural norms and rituals

• Demonstrate knowledge of the importance of multicultural communication in todays workplace

PO 8: Demonstrate a basic knowledge in organizational structure, systems, and strategies including their role in

productivity and effective management.

• Describe the parts of a strategic plan and how it affects organization performance

• Define various organization management systems that examine productivity (such as Six Sigma and TQM)

PO 9: Describe how confidentiality, legality, and ethics are important for the functioning of an organization.

• Understand basic employer and employees rights with regard to legality


PO 1: Demonstrate knowledge of terminology associated with business writing and document production.

• Identify the different functions of correspondence, documents, and reports within an organization

• Describe which method is best for creating and distributing reports and documents within an organization

• Identify best practices for developing business communications such as research, audience analysis, and compositio
| 4 | Effective Fall 2018 CAP Body of Knowledge

PO 2: Exhibit proficiency in proofreading and editing documents.

• Demonstrate knowledge of document readability for business communication

• Identify and describe the most important steps when editing and proofreading

• Apply the basics of copy editing for various types of documents

PO 3: Demonstrate proficiency in the use of grammar, spelling, and sentence construction.

• Demonstrate ability to apply basic rules of English grammar, especially spelling, punctuation, capitalization, and

sentence construction

PO 4: Describe the steps required to create and edit different types of business documents.

• Demonstrate an ability to determine and develop materials for the appropriate audience for different types of

business documents

• Exhibit knowledge of which software applications are appropriate to produce common business documents (e.g., MS

Word, Google Docs, Adobe Acrobat)

• Demonstrate proficiency in spreadsheet creation, including simple formulas and data manipulation

• Understand the application and use of presentation software (e.g., MS PowerPoint, Prezi, etc.)

PO 5: Describe the features and tools used in desktop publishing for newsletter, flyers, etc.

• Exhibit knowledge of desktop design software including features and functions

• Identify important aspects of layout and design

• Demonstrate a familiarity with online tools for web publishing

• Recognize basic graphic design tools for office and web publishing

PO 6: Identify the necessary elements needed to create and present effective charts and graphs.

• Demonstrate knowledge of software applications used to create, format, and insert charts, tables, and graphs into

business documents and presentations

PO 7: Identify the important elements necessary for finishing a document (e.g., binding, collation, stapling,

coloring, graphics, etc.)

• Describe the key differences and requirements for electronic versus hard-copy output of documents

PO 8: Demonstrate proficiency in the creation of minutes for meetings.

• Identify how to prepare minutes for a meeting, capturing the essence of agenda items and actions taken


PO 1: Describe the process of information distribution within an office environment.

• Demonstrate knowledge in how to organize distribution lists for various types of communications

PO 2: Identify the important differences between traditional and electronic distribution of information.

• Demonstrate knowledge and proficiency of different email interface types

• Know which software and technology is available for distributing information

PO 3: Identify copyright laws, regulations regarding intellectual property, and ways to maintain confidentiality

when distributing information.

• Identify proper attribution of quotations from published documents

PO 4: Describe the process and techniques of gathering, compiling, and analyzing data.

• Exhibit knowledge of which software applications are appropriate for compiling, storing, and analyzing data

• Demonstrate a clear understanding of which data are appropriate to collect and why

• Demonstrate a proficiency in creating a well-organized report with regard to organization and data visualization

PO 5: Demonstrate knowledge in the use of the Internet, including social media, as a way of distributing


• Identify and describe the important characteristics of sending email (e.g., etiquette, attachments, formatting, etc.)

• Demonstrate knowledge and proficiency in social media usage and etiquette

• Exhibit knowledge of which social media applications are appropriate for a specific task and how to use them

PO 6: Demonstrate basic knowledge in the installation, maintenance, and troubleshooting of both equipment and


• Identify various computer hardware used in an office

• Demonstrate knowledge of basic office software and functions

• Identify available online resources for equipment and software training and usage

PO 7: Demonstrate basic knowledge in the use of different types of computer systems.

• Identify potential issues with compatibility of different operating systems, such as Microsoft and Apple

PO 8: Describe common ways of storing and transferring data and the types of media appropriate for each.

• Demonstrate knowledge and proficiency in identifying file types and the appropriate ways of converting documents

• Exhibit knowledge of software programs used for document conversion

• Identify and describe common procedures of backing up electronic information and databases, including cloud


PO 9: Explain appropriate security procedures for maintaining, backing up, and storing information.

• Demonstrate knowledge of legal issues regarding the storing of electronic information


PO 1: Demonstrate knowledge of basic terminology associated with records management using ARMA Guidelines.

• Prove knowledge of terms such as metadata, records retention, and data archiving

• Demonstrate familiarity with terms used by ARMA and general records management

PO 2: Identify the key advantages and disadvantages of electronic and manual (paper) file management based

on ARMA Guidelines.

• Demonstrate usage of both paper and electronic filing systems as appropriate based on access requirements and

organizational needs

PO 3: Demonstrate knowledge of both electronic and manual (paper) filing rules and standards based on ARMA


• Describe types of electronic files, naming conventions, options for accessing, and methods of altering information

• Exhibit knowledge of available software, systems, and services for electronic filing

• Describe the different methods for creating, storing, and retaining files

PO 4: Identify the appropriate security for both electronic and manual files.

• Identify the key laws regarding record storage and confidentiality

• Describe both the strengths and weaknesses of types of record and file security

PO 5: Demonstrate knowledge of file retrieval, maintenance, and retention.

• Describe how to develop a record retention schedule for both electronic and paper files

PO 6: Identify appropriate ergonomics for a productive personal workspace.

• Describe the significant elements of workspaces and why they are important to efficient and effective working


PO 7: Demonstrate knowledge of resources necessary to efficiently manage an office.

• Describe the steps in placing and receiving supply orders

• Describe the process of creating and distributing an RFP (Request for Proposal)

PO 8: Identify the important methods of checking and maintaining office supplies.

• Identify the steps involved in creating inventory lists

• Recognize types of software appropriate for maintaining inventory

PO 9: Demonstrate knowledge of functioning in a virtual office.

• Identify both the advantages and disadvantages of virtual offices versus traditional offices


PO 1: Demonstrate knowledge of basic terminology associated with event management.

• Identify the necessary elements in planning events ranging from internal meetings to external conferences

PO 2: Demonstrate proficiency in travel preparation.

• Describe the necessary elements for planning and organizing travel, both domestically and internationally

PO 3: Describe the key requirements for meetings both in person and virtual.

• Describe the steps required in the organization and planning of professional meetings

• Exhibit knowledge of which software applications are appropriate for online meetings

PO 4: Demonstrate knowledge in prioritizing and delegating elements of a project from planning to


• Identify and describe the important techniques of time management from the planning stage to the implementation of a project

• Demonstrate the ability to identify and evaluate the skills and competencies of others for project delegation

PO 5: Describe the steps required in organizing, planning, and managing a project.

• Demonstrate proficiency in prioritizing and organizing work tasks

• Identify which software and technology tools are appropriate for managing a project

• Demonstrate knowledge of negotiating, budget review, and bill explanation when organizing a project


PO 1: Demonstrate knowledge in the duties and processes of human resources.

• Identify different forms of harassment in the workplace

• Describe the ways to address employee situations professionally and legally

• Identify approaches to and the importance of following organizational policies and procedures

• Demonstrate knowledge of and purpose for performance evaluations

PO 2: Describe the various methods of recruitment, staffing, and hiring practices.

• Define different interview types and processes

• Demonstrate the ability to determine the staffing requirements of an organization

| 8 | Effective Fall 2018 CAP Body of Knowledge

PO 3: Recognize why cultural and generational diversity is important for organizations.

• Describe how differing cultural and generational perspectives can benefit an organization

• Identify what should be included in diversity training within an organization

PO 4: Demonstrate a basic knowledge of the procedures involved in onboarding and offboarding employees

within organizations.

• Describe the process of scheduling orientation and completing required paperwork

PO 5: Identify basic terminology associated with the financial functions of the organization.

• Distinguish between terms such as assets, liabilities, overhead, and balance sheet

• Describe the key differences between a budget, a profit and loss statement, and a statement of cash flow

PO 6: Demonstrate a knowledge of budgets and financial statements.

• Describe how to track electronic credits and debits on bank statements

• Demonstrate a proficiency in how to read a financial statement

• Describe the process of creating, tracking, and balancing a budget

• Identify the procedures and management of handling petty cash

PO 7: Identify important elements of the banking process and transactions.

• Identify the appropriate forms for depositing, withdrawing, and transferring cash

• Describe how to record, report, and document cash and checks

• Describe safe and secure money-handling procedures

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examination technique | Resources

advice and information on the way to prepare to your exam.

dealing with stress

exams are a distinct kind of challenge. After school, it's infrequent for people to sit down yet another exam.

but that does not imply you won't end up in a pressurised situation where you need to produce or remember lots of suggestions and explain your knowing.

Pressurised instances can bring out the most efficient in us: they focal point consideration, drive us to prioritise our work and ensure we safely rank our knowledge in terms of relevance. but their depth can cause stress, which may have a bad effect on your efficiency.

Feeling a degree of stress about your exams is fully ordinary and is a positive marker that you are invested on your learning. however, it's vital to make certain that your stress degrees consider manageable and do not have an impact on negatively for your wellbeing.

The greater recommended and better prepared you are, the more capable you'll be to take care of the stress of exams. See the SSiD examination issues pages for tips on the way to reside on top of things within the run-up to your exams. 

exam atmosphere

like several kind of evaluation, checks are designed to look at various your abilities about a module's content. exams are a different case, youngsters. The testing takes vicinity in a relatively artificial and controlled environment that comprises other americans, whose methods of working may be distracting.

every examination has specific rules about location, duration, entry to materials and query layout, amongst other issues. you can discover extra about your examination areas and requirements on the SSiD examination tips pages.

in case your exams are taking region online, that you may discover more about taking online checks here. 

What do you do first when the clock starts in an exam? start scribbling furiously? Or take some time to breath, assess the exam paper and put together your self for what's forward? it may well think as though those around you're already busy writing, nevertheless it can also be positive to have a good plan in vicinity to your exam and never rush straight into it. 

stuff you may also are looking to trust together with in your plan are:

at the start of an examination
  • examine the guidelines at the least twice, notwithstanding you are general with the fashion and format of the exam. There can be some surprising changes that you will deserve to be privy to
  • study the whole paper carefully at least as soon as, noting what number of questions you need to complete and the size of the exam
  • After reading the complete paper, come to a decision what questions you are going to reply and the order by which you are going to do them. It isn't always good to choose comfort zone subject matters; as an alternative carefully read the query being requested and select the most applicable area
  • next, trust how long you're going to spend on every question, making certain that the time allotted to a specific query is in step with the number of marks available
  • earlier than You start Writing
  • Re-read each individual query and smash it down into its component constituents.
  • seek motion verbs, equivalent to analyse, argue, evaluate and contrast, criticise, focus on or evaluate. feel about the implications to your answer.
  • believe any barriers or restrictions which are offered inside the query and spotlight keywords or phrases.
  • Spend some time planning your answer and confirm you reside concentrated on the query being asked.
  • Examiners don't want you to jot down every thing you be aware of. in its place, they want to see that you've got significantly engaged with the set question. You might wish to use the Essay-based examination Planner (pdf. 422kb) to believe about the way to organise your examination answers. 

    As You Write Your answer
  • maintain an eye on the time and circulate on if you run over or get stuck on a selected query.
  • if you're running out of time concentrate on the first sections of questions, which continually present easy marks,
  • when you are truly running out of time, write with bullet features in preference to full sentences, and come to a conclusion. You doubtless won't get all of the obtainable marks for your answer, however you can also get some!
  • and at last: by no means depart AN examination EARLY!
  • try to allocate some time to proofreading and checking. Time spent checking and re-checking is always smartly spent and it certainly not does any hurt to double and triple-examine your work. 
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    tuition tests will often involve writing a short essay on a topic. This tests no longer handiest your bear in mind of records and suggestions, however additionally your capability to take note and explore ideas and concepts.

    Writing an essay under the time drive of an exam can be difficult. It requires careful planning and service provider as a way to set out your options obviously.

    Have a glance on the assistance below for some information on a way to get essentially the most out of yourself in an essay-primarily based exam.

    have in mind the question

    exam questions usually involve a instant note that dictates the constitution and approach required in the essay. Pay consideration to the instantaneous word and it will make the job of planning and structuring your essay much more straightforward.

    right here is with the aid of no skill a finished record, but covers the most favourite essay instant phrases:


    identify and assess closely the component materials of a… (e.g. circumstance, model, conception)


    latest a case for and/or towards acknowledging the strengths and weaknesses of either side


    examine features, or qualities, emphasising similarities, youngsters alterations could be mentioned


    Stress dissimilarities, changes, or unlikeness of things, features, movements, or problems


    Make a judgement in regards to the price of… and support it with evidence (could be effective or terrible)


    determine an argument, give motives for and towards; consider its wider implications 


    current an authoritative and, to a lesser extent, own appraisal of the advantages and boundaries


    center of attention on the "how" or "why", emphasising the circumstances that provide upward thrust to something you are inspecting


    show or display grounds for decisions. In such an answer, evidence may still be presented in convincing kind


    provide an organised description, presenting the information in a scientific approach


    Analyse and comment in brief in organised sequence upon the principal aspects of the difficulty


    provide the main aspects or statistics in condensed kind, omitting particulars, illustrations and elaboration

    Plan Your exam reply

    Spending time planning the content material and constitution of your exam answer will be an funding for you to repay if you delivery writing.

    Having a skeleton structure deliberate out will make it much less difficult to organise the element and ensure you dwell on theme and answer the query.

    To make a short and easy plan for an exam reply, are attempting using this examination reply planning template (pdf. 422kb). here's a technique so you might without problems replicate in exam situations.

  • First, intellect dump all of your concepts on a topic - there is no deserve to believe about structure at this stage
  • subsequent prioritise your ideas to get a sense of which facets might be most vital to encompass. remember, there is no deserve to put every little thing into an exam answer. Be attentive to the marks on offer for the query and put within the key aspects most effective
  • finally, create a basic constitution on your reply. If it an essay-based mostly exam, you might be assessed in your skill to talk as neatly as the content material, so a clear constitution will assist the marker to follow your concepts
  • try the usage of this planning method to your revision to practise organising your thoughts around the issues and sub-themes of a module.

    investigate the layout of your exam

    Some subjects will involve varied-choice query (MCQ) exams. These can take diverse formats, so make certain you be aware of which one your examination will comply with.

    find out if it involves terrible marking, which is once in a while wide-spread as the guessing correction. If here is the case, be sure you bear in mind when it's value making an suggested wager.

    As with any other exam, study the guidelines cautiously before you begin and identify how long that you could spend on each query or area.

    suggestions system of rounds

    This approach will assist you to get the most out of yourself in an examination with time pressure. it is going to help you target the quickest and simplest marks first, so that you understand how a whole lot time you have left to address the more durable questions later on.

    follow the under steps:

  • circular one: reply the easy, or less difficult, questions.
  • circular two: reply the harder questions.
  • round three: reply the final (hardest) questions.
  • Take care not to miss any questions out and on no account go away an examination early!

    five steps

    This strategy helps you to prevent being puzzled or distracted via wrong alternatives and to make high quality and assured decisions:

  • Step 1: cowl up the answers and browse the stem. It could support to underline negatives or absolutes, eg not ever, none, except or now not.
  • Step 2: assume or make a ballpark guess at the appropriate answer, in case you can.
  • Step three: discover the entire solutions. Do any of them correspond to your expected reply?
  • Step 4: examine all the solutions carefully, notwithstanding your first option looks evident.
  • Step 5: choose your answer.
  •  First Impressions

    Your first impression is often your ally for a number of important causes:

  • Your guesstimate will support you to dispose of undoubtedly fallacious solutions.
  • Examiners aren't making an attempt to trick you – if it seems right, it likely is!
  • if you're smartly prepared and have study the query and feasible solutions cautiously, your first impression is doubtless right.
  • As a accepted rule of thumb, most effective go lower back to exchange an answer when you have a great purpose to do so.
  • be careful for: answers which are worded similarly but with different meanings. This will also be extraordinarily commonplace in MCQ tests, so be certain you read the query carefully and select the suitable answer.

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  • Arrive early to stay away from any last-minute stress
  • deliver spare pens, pencils, and so forth.
  • keep away from discussing the examination with classmates right earlier than you beginning the exam as this may add to nerves
  • Take water with you to the exam and sip all over
  • examine the questions carefully at least twice
  • Take your time to plan your time
  • dwell fantastic - you are doubtless greater prepared than you think!
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