PACE ASAP Certificate (2024 Updated)
Exam Questions and Answers 100%
Pass
Convergent thinking - ✔✔Relies on reason and logic to find the one best
answer to a question
Divergent thinking - ✔✔Focuses on producing a broad variety of ideas
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.
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,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.
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,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.
3
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, 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
4
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
Exam Questions and Answers 100%
Pass
Convergent thinking - ✔✔Relies on reason and logic to find the one best
answer to a question
Divergent thinking - ✔✔Focuses on producing a broad variety of ideas
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.
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,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.
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,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.
3
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, 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
4
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
