Professional Administrative
Certification of Excellence (PACE) 1
Questions with Verified Answers
strategies for networking - ANSWERS· Develop Your 30-second Commercial
· Practice Engaging Conversation
· Focus on Quality over Quantity
· Follow Up
· Start Now
One-way communication - ANSWERSThe message goes from sender to receiver.
Example: Giving a speech and writing an informative Bulletin for the company
newsletter.
Two-way communication - ANSWERSMessages are sent and received back and forth
between two or more parties, creating a mutual exchange. Example: A conversation
with a colleague or small group discussion.
casual communication - ANSWERSIs low intensity, Inconsequential, and light.
critical communication - ANSWERSIs slightly higher intensity, more consequential, and
a little more challenging.
Crucial Communication - ANSWERSis high intensity and carries a high potential for
danger. (Three characteristics of Crucial Communication: Opposing Opinions, High
Stakes & Strong Emotions)
Word choices to avoid - ANSWERSIndirect, Unclear, or Vague Words.
Exaggerations.
Buzzwords, Jargon, Obscure Acronyms, Overly Technical or Complicated Language.
Too Many Words.
Inappropriate or Foul Language.
Pitch - ANSWERSThe degree of height and depth of a sound.
Pace - ANSWERSThe rate at which words are spoken.
Volume - ANSWERSThe degree of sound intensity or loudness.
Inflection - ANSWERSThe rhythmic up and down of the voice, which shapes words.
,Emphasis - ANSWERSThe stress placed upon a specific word or words to underscore
importance.
Interpersonal Communication - ANSWERSis the process by which people exchange
information.
Modes of Communication - ANSWERSIn-Person Conversation
Email Message
Instant Message
Letters or Memos
Telephone Calls
Text Messages
Social Media
The Communication Cycle - ANSWERSSender - Message/ Encode
Send
Receiver - Decode/ Interpret
Components of Communication - ANSWERSWord Choice 10%
Tone 35%
Body Language 55%
**Context
Word Choice - What to avoid - ANSWERS*Indirect, Unclear, or Vague Words
*Exaggerations
*Buzzwords, Jargon, Obscure Acronyms, Overly Technical or Complicated Language
*Too Many Words
*Inappropriate or Foul Language
tone of voice - ANSWERSPitch
Pace
Volume
Inflection
Emphasis
Body Language - ANSWERSnonverbal communication through gestures, facial
expressions, behaviors, and posture.
(Eye Contact, Facial Expressions, Positioning, Gestures)
eye contact - ANSWERSRefers to the placement of the eyes while communicating.
facial expression - ANSWERSrefers to the combination of features on the face including
eyebrows, lips, and cheeks, and how they move to express emotion.
positioning - ANSWERSrefers to the overall posture of the body
, gestures - ANSWERSrefers to the various movements made with the body
Three Important Elements - Context - ANSWERSThe surrounding environmental
influences and existing circumstances in which a communication takes place.
(Place, People, Purpose) Another word for setting.
Non-Verbal Active Listening tools - ANSWERSDon't Interrupt
Remove Distractions
Nod
Mirror the communicator
Take Notes
Verbal Active Listening tools - ANSWERSProbe
Clarify
Paraphrase
Reflect
Encourage
four communication styles - ANSWERSThe Director
The socializer
The Thinker
The Relater
Communication Styles - The Director - ANSWERSDirect and Guarded
firm and forceful
confident and competitive
decisive and determined risk-taker.
Communication Styles - The Socializer - ANSWERSDirect and Open
Outgoing
Optimistic
Enthusiastic
Communication Styles - The Relater - ANSWERSIndirect and Open
team player
Likes stability
cares deeply about relationships
Communication Styles - The Thinker - ANSWERSIndirect and Guarded
self controlled and cautious
Prefers analysis over emotion
Clarity and order
emotional intelligence - ANSWERSis the ability to recognize and understand emotions
in yourself and others, and your ability to use this awareness to manage your behavior.
Certification of Excellence (PACE) 1
Questions with Verified Answers
strategies for networking - ANSWERS· Develop Your 30-second Commercial
· Practice Engaging Conversation
· Focus on Quality over Quantity
· Follow Up
· Start Now
One-way communication - ANSWERSThe message goes from sender to receiver.
Example: Giving a speech and writing an informative Bulletin for the company
newsletter.
Two-way communication - ANSWERSMessages are sent and received back and forth
between two or more parties, creating a mutual exchange. Example: A conversation
with a colleague or small group discussion.
casual communication - ANSWERSIs low intensity, Inconsequential, and light.
critical communication - ANSWERSIs slightly higher intensity, more consequential, and
a little more challenging.
Crucial Communication - ANSWERSis high intensity and carries a high potential for
danger. (Three characteristics of Crucial Communication: Opposing Opinions, High
Stakes & Strong Emotions)
Word choices to avoid - ANSWERSIndirect, Unclear, or Vague Words.
Exaggerations.
Buzzwords, Jargon, Obscure Acronyms, Overly Technical or Complicated Language.
Too Many Words.
Inappropriate or Foul Language.
Pitch - ANSWERSThe degree of height and depth of a sound.
Pace - ANSWERSThe rate at which words are spoken.
Volume - ANSWERSThe degree of sound intensity or loudness.
Inflection - ANSWERSThe rhythmic up and down of the voice, which shapes words.
,Emphasis - ANSWERSThe stress placed upon a specific word or words to underscore
importance.
Interpersonal Communication - ANSWERSis the process by which people exchange
information.
Modes of Communication - ANSWERSIn-Person Conversation
Email Message
Instant Message
Letters or Memos
Telephone Calls
Text Messages
Social Media
The Communication Cycle - ANSWERSSender - Message/ Encode
Send
Receiver - Decode/ Interpret
Components of Communication - ANSWERSWord Choice 10%
Tone 35%
Body Language 55%
**Context
Word Choice - What to avoid - ANSWERS*Indirect, Unclear, or Vague Words
*Exaggerations
*Buzzwords, Jargon, Obscure Acronyms, Overly Technical or Complicated Language
*Too Many Words
*Inappropriate or Foul Language
tone of voice - ANSWERSPitch
Pace
Volume
Inflection
Emphasis
Body Language - ANSWERSnonverbal communication through gestures, facial
expressions, behaviors, and posture.
(Eye Contact, Facial Expressions, Positioning, Gestures)
eye contact - ANSWERSRefers to the placement of the eyes while communicating.
facial expression - ANSWERSrefers to the combination of features on the face including
eyebrows, lips, and cheeks, and how they move to express emotion.
positioning - ANSWERSrefers to the overall posture of the body
, gestures - ANSWERSrefers to the various movements made with the body
Three Important Elements - Context - ANSWERSThe surrounding environmental
influences and existing circumstances in which a communication takes place.
(Place, People, Purpose) Another word for setting.
Non-Verbal Active Listening tools - ANSWERSDon't Interrupt
Remove Distractions
Nod
Mirror the communicator
Take Notes
Verbal Active Listening tools - ANSWERSProbe
Clarify
Paraphrase
Reflect
Encourage
four communication styles - ANSWERSThe Director
The socializer
The Thinker
The Relater
Communication Styles - The Director - ANSWERSDirect and Guarded
firm and forceful
confident and competitive
decisive and determined risk-taker.
Communication Styles - The Socializer - ANSWERSDirect and Open
Outgoing
Optimistic
Enthusiastic
Communication Styles - The Relater - ANSWERSIndirect and Open
team player
Likes stability
cares deeply about relationships
Communication Styles - The Thinker - ANSWERSIndirect and Guarded
self controlled and cautious
Prefers analysis over emotion
Clarity and order
emotional intelligence - ANSWERSis the ability to recognize and understand emotions
in yourself and others, and your ability to use this awareness to manage your behavior.
