ASAP PACE Certification Questions and Answers |
Detailed Exam Prep with Rationales | A+ Verified
• 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.
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.
• Listening -✓✓Empathetic listening is when the listener echoes, restates and
clarifies.
Detailed Exam Prep with Rationales | A+ Verified
• 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.
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.
• Listening -✓✓Empathetic listening is when the listener echoes, restates and
clarifies.
