ASAP PACE Certificate (2024 updated) with 100% Correct Answers

ASAP PACE Certificate (2024 updated) with 100% Correct Answers Convergent thinking - Answer-Relies on reason and logic to find the one best answer to a question Divergent thinking - Answer-Focuses on producing a broad variety of ideas interpersonal communication - Answer-the exchange of thoughts, feelings, and beliefs between two or more people 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. Types of communication - Answer-verbal and nonverbal. Email, phone, memos, IM, social media, face to face. One on one and one to many. 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: 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 - Answer-Opposing opinions, high stakes, strong emotions 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. Main 3 Components of Communication - Answer-1. Word Choice 2. Tone of Voice 3. Body Language 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. Word Choice (% of meaning) - Answer-10% Tone of Voice (% of meaning) - Answer-35% Body Language (% of meaning) - Answer-55% 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 MESSAGE Tone of Voice Elements - Answer-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 - Answer-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 - Answer-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 - Answer-Empathetic listening is when the listener echoes, restates and clarifies. Can be non-verbal or verbal. Can be passive or active. Passive listening is when you listen to a podcast; there is no need to communicate. Someone is giving a speech. Active listening means you engage with the communicator and give feedback. non-verbal listening means -not interrupting -removing distractions -nodding -mirroring the communicator - similar gestures and movements and positioning -taking notes verbal listening means: -probe/ask questions - dig deeper for more information w/ open-ended questions -clarify - Yes or no only questions. "did we meet the deadline?" -paraphrase for understanding in your own words -reflect - sharing the emotional meaning of what you heard. "it sounds like you are stressed." - encourage - small affirmations that you give to let people know you are listening. "Yes I see" "Okay" "wow" 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 Direct - Director, socializer - politician Guarded - the director, the thinker Unguarded - the relator, the socialized - relationships are important Indirect - the thinker, the relator Emotional Intelligence (EI) - Answer-the ability to perceive, understand, manage, and use emotions The elements of emotional intelligence PERSONAL COMPETENCE: -Self awareness - aware of own emotions in the moment -self-management - managing those emotions and behaviors, being professional SOCIAL COMPETENCE: -social awareness - Being aware of others emotions and responding positively -relationship management - Emotional hijacking - deeply emotional response to situations and has shut down the rational part of the brain. "road-rage" 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 Giving and Receiving Feedback - Answer-feedback should be timely, frequent, consistent, specific, and private Give feedback to anyone but be aware of your position and title as well as the hierarchy. Prescriptive feedback - offer a solution for the problem, tell them what they can do differently next time. vs. descriptive feedback - state what didn't work and why receive negative feedback with grace receive positive feedback with "thank you." do not push the spotlight away. 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 Dealing with conflict - Answer-Constructive conflict - This is a productive conflict that can build and improve relationships. Sitting in a meeting room where people have contrasting ideas with different opinions. A good debate is constructive. Destructive conflict - damages the company and productivity. Letting others do this without confronting is unhealthy and cannot be ignored. Setting limits and expectations is a good way to mitigate bad conflict. Let minor irritations go. Talk through conflict with solutions in mind and brainstorm with the person. Offer forgiveness and apologize. 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