ASAP PACE Certificate Exam Questions with 100%
Correct Answers | Verified | Updated (Actual
Exam) 2025\2026
Save
Terms in this set (382)
Convergent thinking Relies on reason and logic to find the one best
answer to a question
Divergent thinking Focuses on producing a broad variety of ideas
interpersonal communication the exchange of thoughts, feelings, and beliefs
between two or more people
Why do we communicate Share and collect business data.
interpersonally? 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 verbal and nonverbal.
Email, phone, memos, IM, social media, face to
face.
One on one and one to many.
Levels of Communication 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 Opposing opinions, high stakes, strong emotions
Communication Cycle 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 1. Word Choice
Communication 2. Tone of Voice
3. Body Language
components of communication 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) 10%
Tone of Voice (% of meaning) 35%
Body Language (% of meaning) 55%
Word Choice 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 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 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 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.
Correct Answers | Verified | Updated (Actual
Exam) 2025\2026
Save
Terms in this set (382)
Convergent thinking Relies on reason and logic to find the one best
answer to a question
Divergent thinking Focuses on producing a broad variety of ideas
interpersonal communication the exchange of thoughts, feelings, and beliefs
between two or more people
Why do we communicate Share and collect business data.
interpersonally? 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 verbal and nonverbal.
Email, phone, memos, IM, social media, face to
face.
One on one and one to many.
Levels of Communication 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 Opposing opinions, high stakes, strong emotions
Communication Cycle 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 1. Word Choice
Communication 2. Tone of Voice
3. Body Language
components of communication 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) 10%
Tone of Voice (% of meaning) 35%
Body Language (% of meaning) 55%
Word Choice 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 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 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 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.
