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ASAP PACE Certificate Exam (2024 Updated) With 100% Correct And Verified Answers
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ASAP PACE Certificate Exam (2024Updated) With 100% Correct And
Verified Answers
Convergent thinking - Correct Answer-Relies on reason and logic to find the one best
answer to a question
Divergent thinking - Correct Answer-Focuses on producing a broad variety of ideas
interpersonal communication - Correct Answer-the exchange of thoughts, feelings, and
beliefs between two or more people
Why do we communicate interpersonally? - Correct Answer-Share and collect business
data.
Express our ideas and opinions and understand those of others.
Give and receive emotional support.
Make decisions and solve problems.
Influence the attitudes and behaviors of others.
Establish and maintain relationships.
Collaborate and achieve goals.
Types of communication - Correct Answer-verbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
One on one and one to many.
Levels of Communication - Correct Answer-1. Casual
2. Critical
3. Crucial
casual communication: low intensity and casual. "Did you see the show last night?"
Critical communication: a higher level of importance, having a phone call with a project
owner about a status update.
Crucial communication: opposing opinions, high stakes strong emotions, EX:
Performance reviews. Job offer scenario. Negotiations.
Effective communicators adjust their communication based on the level of intensity and
where they are on the communication scale. You have to adapt as the convo ebbs and
flows.
,Crucial Communication Components - Correct Answer-Opposing opinions, high stakes,
strong emotions
Communication Cycle - Correct Answer-Sender > Message > Receiver
Sender sends and receiver receives.
Sender encodes the message and sends it.
Receiver decodes the message and interprets it.
The receiver responds and becomes the sender.
Main 3 Components of Communication - Correct Answer-1. Word Choice
2. Tone of Voice
3. Body Language
components of communication - Correct Answer-Words - 10% importance, but still
important.
Tone - 35% - Becomes important on the telephone. We can read tone of voice in an
email as well.
Body language - 55% VERY IMPORTANT when doing face to face convo.
Context and listening are still important.
Word Choice (% of meaning) - Correct Answer-10%
Tone of Voice (% of meaning) - Correct Answer-35%
Body Language (% of meaning) - Correct Answer-55%
Word Choice - Correct Answer-Choose words wisely. Words to avoid are: Vague words,
unclear words, buzzwords, jargon, obscure, too many words. Indirect. Overly technical
and complicated words.
"per my last email" is bad
"first of all"
"what I said was"
These are all bad.
WE WANT TO BE PRECISE IN ALL COMMUNICATION AND CLEAR TO THE
RECEIVER. WE DONT WANT TO USE TOO MANY WORDS TO CONVERY
MESSAGE
Tone of Voice Elements - Correct Answer-Pitch, Pace, Volume, Inflection, Emphasis
Pitch - good voice high or low
Pace - quick or slow talking
Volume - loud or quiet voice
,Inflection - up and down of voice
Emphasis - stress on certain words of importance
Body Language Elements - Correct Answer-Eye Contact, Facial Expression,
Positioning, Gestures
Eye contact - maintain good eye contact
facial expressions - maintain a neutral expression or mirror the person who is talking to
you to ensure understanding
positioning - no crossed arms
gestures - positive gestures
Context Elements - Correct Answer-Place, People, Purpose
Context has a lot to do with the type of conversation to be had. This determines what to
say and what not to say.
Place - where is the communication happening?
People - who are you talking to and who is around you? what is your relationship to
them?
Purpose - why is the communication taking place.
we must take all of this into account when deciding how to communicate.
Listening - Correct Answer-Empathetic listening is when the listener echoes, restates
and clarifies.
Can be non-verbal or verbal.
Can be passive or active.
Passive listening is when you listen to a podcast; there is no need to communicate.
Someone is giving a speech.
Active listening means you engage with the communicator and give feedback.
non-verbal listening means
-not interrupting
-removing distractions
-nodding
-mirroring the communicator - similar gestures and movements and positioning
-taking notes
verbal listening means:
-probe/ask questions - dig deeper for more information w/ open-ended questions
-clarify - Yes or no only questions. "did we meet the deadline?"
-paraphrase for understanding in your own words
-reflect - sharing the emotional meaning of what you heard. "it sounds like you are
stressed."
- encourage - small affirmations that you give to let people know you are listening. "Yes
I see" "Okay" "wow"
, Non-Verbal Listening Skills - Correct Answer-Don't interrupt, remove distractions, nod,
mirror the communicator, take notes
Verbal Listening Skills - Correct Answer-Probe, clarify, paraphrase, reflect, encourage
4 Communication Styles - Correct Answer-1. The Director
2. The Socializer
3. The Thinker
4. The Relator
Direct - Director, socializer - politician
Guarded - the director, the thinker
Unguarded - the relator, the socialized - relationships are important
Indirect - the thinker, the relator
Emotional Intelligence (EI) - Correct Answer-the ability to perceive, understand,
manage, and use emotions
The elements of emotional intelligence
PERSONAL COMPETENCE:
-Self awareness - aware of own emotions in the moment
-self-management - managing those emotions and behaviors, being professional
SOCIAL COMPETENCE:
-social awareness - Being aware of others emotions and responding positively
-relationship management -
Emotional hijacking - deeply emotional response to situations and has shut down the
rational part of the brain. "road-rage"
Elements of Emotional Intelligence (EQ) - Correct Answer-Personal Competence,
Social Competence
Personal Competence (EQ) Elements - Correct Answer-Self-Awareness, Self-
Management
Social Competence (EQ) Elements - Correct Answer-Social Awareness, Relationship
Management
Self-Awareness (EQ) - Correct Answer-Understand your own emotions
Self-Management (EQ) - Correct Answer-Managing your own emotions and behaviors
Social Awareness (EQ) - Correct Answer-Identify and understand the emotions of
others
Relationship Management (EQ) - Correct Answer-Manage interactions with others
successfully
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