ASAP PACE Certification Exam Questions
and Answers | Study Guide | Grade A+
• 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
and Answers | Study Guide | Grade A+
• 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
