ASAP PACE Certificate Exam with Verified Solutions
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Course
ASAP PACE Certificate
Institution
ASAP PACE Certificate
ASAP PACE Certificate Exam with Verified Solutions
ideas
Relies on reason and logic to find the one
best answer to a question
Divergent thinking Focuses on producing a broad variety of
the exchange of thoughts, feelings, and
beliefs between two or more people
Share and collect business data....
ASAP PACE Certificate Exam with Verified Solutions
Relies on reason and logic to find the one
Convergent thinking
best answer to a question
Focuses on producing a broad variety of
Divergent thinking
ideas
the exchange of thoughts, feelings, and
interpersonal communication
beliefs between two or more people
Share and collect business data.
Express our ideas and opinions and un-
derstand those of others.
Give and receive emotional support.
Why do we communicate interpersonal-
Make decisions and solve problems.
ly?
Influence the attitudes and behaviors of
others.
Establish and maintain relationships.
Collaborate and achieve goals.
verbal and nonverbal.
Email, phone, memos, IM, social media,
Types of communication face to face.
One on one and one to many.
1. Casual
2. Critical
3. Crucial
casual communication: low intensity and
casual. "Did you see the show last
night?"
Levels of Communication Critical communication: a higher level of
importance, having a phone call with a
project owner about a status update.
, ASAP PACE Certificate Exam with Verified Solutions
Effective communicators adjust their
communication based on the level of in-
tensity and where they are on the com-
munication scale. You have to adapt as
the convo ebbs and flows.
Opposing opinions, high stakes, strong
Crucial Communication Components
emotions
Sender > Message > Receiver
Sender sends and receiver receives.
Sender encodes the message and sends
Communication Cycle it.
Receiver decodes the message and in-
terprets it.
The receiver responds and becomes the
sender.
1. Word Choice
Main 3 Components of Communication 2. Tone of Voice
3. Body Language
Words - 10% importance, but still impor-
tant.
Tone - 35% - Becomes important on the
telephone. We can read tone of voice in
components of communication
an email as well.
Body language - 55% VERY IMPOR-
TANT when doing face to face convo.
Context and listening are still important.
Word Choice (% of meaning) 10%
Tone of Voice (% of meaning) 35%
Body Language (% of meaning) 55%
,ASAP PACE Certificate Exam with Verified Solutions
Choose words wisely. Words to avoid are:
Vague words, unclear words, buzzwords,
jargon, obscure, too many words. Indi-
rect. Overly technical and complicated
words.
"per my last email" is bad
"first of all"
Word Choice "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 CON-
VERY MESSAGE
Pitch, Pace, Volume, Inflection, Empha-
sis
Pitch - good voice high or low
Tone of Voice Elements Pace - quick or slow talking
Volume - loud or quiet voice
Inflection - up and down of voice
Emphasis - stress on certain words of
importance
Eye Contact, Facial Expression, Posi-
tioning, Gestures
Eye contact - maintain good eye contact
Body Language Elements 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
, ASAP PACE Certificate Exam with Verified Solutions
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 hap-
pening?
Context Elements
People - who are you talking to and who
is around you? what is your relationship
to them?
Purpose - why is the communication tak-
ing place.
we must take all of this into account when
deciding how to communicate.
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 communi-
cate. Someone is giving a speech.
Active listening means you engage with
the communicator and give feedback.
non-verbal listening means
Listening -not interrupting
-removing distractions
-nodding
-mirroring the communicator - similar
gestures and movements and position-
ing
-taking notes
verbal listening means:
-probe/ask questions - dig deeper for
more information w/ open-ended ques-
tions
-clarify - Yes or no only questions. "did we
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