ASAP PACE Certificate Exam
Questions and with 100% correct
answers| Latest Update
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 interpersonally?
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
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 Communication
1. Word Choice
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.
Questions and with 100% correct
answers| Latest Update
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 interpersonally?
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
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 Communication
1. Word Choice
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.
