ASAP PACE CERTIFICATE EXAM
Questions and Answers
1.Convergent thinking
Answer Relies on reason and logic to find the one best answer to a
question
2.Divergent thinking
Answer Focuses on producing a broad variety of ideas
3.interpersonal communication
Answer the exchange of thoughts, feelings, and beliefs between two or
more people
4.Why do we communicate interpersonally?
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.
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102
,5.Types of communication
Answer verbal and nonverbal. Email, phone,
memos, IM, social media, face to face.
One on one and one to many.
6.Levels of Communication
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 Per- formance 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.
7.Crucial Communication Components
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102
,Answer Opposing opinions, high stakes, strong emotions
8.Communication Cycle
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.
9.Main 3 Components of Communication
Answer 1. Word Choice
2. Tone of Voice
3.Body Language
10.components of communication
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.
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102
, 11.Word Choice (% of meaning)
Answer 10%
12.Tone of Voice (% of meaning)
Answer 35%
13.Body Language (% of meaning)
Answer 55%
14.Word Choice
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
MES- SAGE
15.Tone of Voice Elements
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102
Questions and Answers
1.Convergent thinking
Answer Relies on reason and logic to find the one best answer to a
question
2.Divergent thinking
Answer Focuses on producing a broad variety of ideas
3.interpersonal communication
Answer the exchange of thoughts, feelings, and beliefs between two or
more people
4.Why do we communicate interpersonally?
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.
1/
102
,5.Types of communication
Answer verbal and nonverbal. Email, phone,
memos, IM, social media, face to face.
One on one and one to many.
6.Levels of Communication
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 Per- formance 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.
7.Crucial Communication Components
2/
102
,Answer Opposing opinions, high stakes, strong emotions
8.Communication Cycle
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.
9.Main 3 Components of Communication
Answer 1. Word Choice
2. Tone of Voice
3.Body Language
10.components of communication
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.
3/
102
, 11.Word Choice (% of meaning)
Answer 10%
12.Tone of Voice (% of meaning)
Answer 35%
13.Body Language (% of meaning)
Answer 55%
14.Word Choice
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
MES- SAGE
15.Tone of Voice Elements
4/
102
