ASAP PACE Certification Questions and Answers
| Complete Study Guide with Rationales | Grade
A+
• Levels of Communication . Answer: 1. Casual -light, inconsequential
2. Critical - higher intensity, more challenging
3. Crucial - highest intensity, potential danger
• Crucial Communication Components . Answer: Opposing opinions, high stakes, strong
emotions
• Communication Cycle . Answer: Sender (encode) > Send (Message) > Receiver
(decode/interpret)
• Main 3 Components of Communication . Answer: 1. Word Choice
2. Tone of Voice
3. Body Language
• Word Choice (% of meaning) . Answer: 10%
• Tone of Voice (% of meaning) . Answer: 35%
• Body Language (% of meaning) . Answer: 55%
• Tone of Voice Elements . Answer: Pitch, Pace, Volume, Inflection, Emphasis
• Body Language Elements . Answer: Eye Contact, Facial Expression, Positioning,
Gestures
• Context Elements . Answer: The environmental influences and existing circumstances
(Place, People, Purpose)
• Non-Verbal Listening Skills . Answer: Don't interrupt, remove distractions, nod, mirror
the communicator, take notes
• Verbal Listening Skills . Answer: Probe, clarify, paraphrase, reflect, encourage
• 4 Communication Styles . Answer: 1. The Director
2. The Socializer
3. The Thinker
4. The Relator
• Elements of Emotional Intelligence (EQ) . Answer: Personal Competence, Social
Competence
,• Personal Competence (EQ) Elements . Answer: Self-Awareness, Self-Management
• Social Competence (EQ) Elements . Answer: Social Awareness, Relationship
Management
• Self-Awareness (EQ) . Answer: Understand your own emotions
• Self-Management (EQ) . Answer: Managing your own emotions and behaviors
• Social Awareness (EQ) . Answer: Identify and understand the emotions of others
• Relationship Management (EQ) . Answer: Manage interactions with others
successfully
• Prescriptive Feedback . Answer: Offer a solution for the problem - what they can do
different next time
• Descriptive Feedback . Answer: State what didn't work and why - no judgement, stick
to the facts
• Receiving Positive Feedback . Answer: Accept it, show gratitude, make note
• Receiving Negative Feedback . Answer: Listen, clarify, manage emotions
• Constructive Conflict . Answer: Can lead to better decisions, more creative problem
solving and stronger relationships
• Destructive Conflict . Answer: Creates negative outcomes - broken relationships,
decreased productivity and harms reputations
• Handling Gossip . Answer: Silence is implicit agreement and acceptance - don't stay
silent, counter with facts, change the subject, distance yourself
• 5 Levels of Leadership (John Maxwell) . Answer: 1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
• Position Leadership - 1 (Rights) . Answer: People follow because they have to
• Permission Leadership - 2 (Relationships) . Answer: People follow because they want
to
, • Production Leadership - 3 (Results) . Answer: People follow because of what you've
done for the organization
• People Development Leadership - 4 (Reproduction) . Answer: People follow because
of what you've done for them
• Pinnacle Leadership - 5 (Respect) . Answer: People follow because of who you are
and what you represent
• Negotiation . Answer: Discussion aimed at reaching an agreement
• Collaboration . Answer: Ability to work jointly with others to achieve a goal
• Personality . Answer: Combination of characteristics or qualities that form an
individual's distinctive character
• Persuasion . Answer: Convincing someone to do something, typically through
reasoning or argument
• Influence . Answer: Capacity to affect the people and things around you
• Setting Limits . Answer: Acknowledge the request > State what you can do >
Negotiate as needed
• Managing Up . Answer: Ability to influence someone who has authority over you
• Self-Fulfilling Prophecy (Developing Confidence) . Answer: Show confidence >
positive affirmation > feel confident > positive affirmation
• Elements of Confidence . Answer: Capability
Self-presentation
Mindset
• Business Writing Process . Answer: Prepare > Produce > Proof
• Business Writing Process: Prepare Element . Answer: The purpose
The reader
The information
Outlining
• Business Writing Process: Produce Element . Answer: Create first draft
Remove distractions
Utilize templates
Stop self-criticism
Take breaks
| Complete Study Guide with Rationales | Grade
A+
• Levels of Communication . Answer: 1. Casual -light, inconsequential
2. Critical - higher intensity, more challenging
3. Crucial - highest intensity, potential danger
• Crucial Communication Components . Answer: Opposing opinions, high stakes, strong
emotions
• Communication Cycle . Answer: Sender (encode) > Send (Message) > Receiver
(decode/interpret)
• Main 3 Components of Communication . Answer: 1. Word Choice
2. Tone of Voice
3. Body Language
• Word Choice (% of meaning) . Answer: 10%
• Tone of Voice (% of meaning) . Answer: 35%
• Body Language (% of meaning) . Answer: 55%
• Tone of Voice Elements . Answer: Pitch, Pace, Volume, Inflection, Emphasis
• Body Language Elements . Answer: Eye Contact, Facial Expression, Positioning,
Gestures
• Context Elements . Answer: The environmental influences and existing circumstances
(Place, People, Purpose)
• Non-Verbal Listening Skills . Answer: Don't interrupt, remove distractions, nod, mirror
the communicator, take notes
• Verbal Listening Skills . Answer: Probe, clarify, paraphrase, reflect, encourage
• 4 Communication Styles . Answer: 1. The Director
2. The Socializer
3. The Thinker
4. The Relator
• Elements of Emotional Intelligence (EQ) . Answer: Personal Competence, Social
Competence
,• Personal Competence (EQ) Elements . Answer: Self-Awareness, Self-Management
• Social Competence (EQ) Elements . Answer: Social Awareness, Relationship
Management
• Self-Awareness (EQ) . Answer: Understand your own emotions
• Self-Management (EQ) . Answer: Managing your own emotions and behaviors
• Social Awareness (EQ) . Answer: Identify and understand the emotions of others
• Relationship Management (EQ) . Answer: Manage interactions with others
successfully
• Prescriptive Feedback . Answer: Offer a solution for the problem - what they can do
different next time
• Descriptive Feedback . Answer: State what didn't work and why - no judgement, stick
to the facts
• Receiving Positive Feedback . Answer: Accept it, show gratitude, make note
• Receiving Negative Feedback . Answer: Listen, clarify, manage emotions
• Constructive Conflict . Answer: Can lead to better decisions, more creative problem
solving and stronger relationships
• Destructive Conflict . Answer: Creates negative outcomes - broken relationships,
decreased productivity and harms reputations
• Handling Gossip . Answer: Silence is implicit agreement and acceptance - don't stay
silent, counter with facts, change the subject, distance yourself
• 5 Levels of Leadership (John Maxwell) . Answer: 1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
• Position Leadership - 1 (Rights) . Answer: People follow because they have to
• Permission Leadership - 2 (Relationships) . Answer: People follow because they want
to
, • Production Leadership - 3 (Results) . Answer: People follow because of what you've
done for the organization
• People Development Leadership - 4 (Reproduction) . Answer: People follow because
of what you've done for them
• Pinnacle Leadership - 5 (Respect) . Answer: People follow because of who you are
and what you represent
• Negotiation . Answer: Discussion aimed at reaching an agreement
• Collaboration . Answer: Ability to work jointly with others to achieve a goal
• Personality . Answer: Combination of characteristics or qualities that form an
individual's distinctive character
• Persuasion . Answer: Convincing someone to do something, typically through
reasoning or argument
• Influence . Answer: Capacity to affect the people and things around you
• Setting Limits . Answer: Acknowledge the request > State what you can do >
Negotiate as needed
• Managing Up . Answer: Ability to influence someone who has authority over you
• Self-Fulfilling Prophecy (Developing Confidence) . Answer: Show confidence >
positive affirmation > feel confident > positive affirmation
• Elements of Confidence . Answer: Capability
Self-presentation
Mindset
• Business Writing Process . Answer: Prepare > Produce > Proof
• Business Writing Process: Prepare Element . Answer: The purpose
The reader
The information
Outlining
• Business Writing Process: Produce Element . Answer: Create first draft
Remove distractions
Utilize templates
Stop self-criticism
Take breaks
