ASAP PACE Certification (2024) – Questions/Answers
Factors Impacting Employee Morale: Positive - -answer-Share big picture info, saying thank you, provide
positive news and feedback first, make connections, visible goals, share credit and recognition
Delegation - -answer-Increasing productivity, distributing workload, develop people on your team
Delegation Approaches - -answer-Guiding: Low Motivation / Low Ability - be clear
Encouraging: Low Motivation / High Ability
Coaching: High Motivation / Low Ability
Advising: High Motivation / High Ability
Delegate communicating Authority - -answer-Inform me what you have done - you have full authority
I want to review - do what you intend unless I say no
I want to approve- recommend to me the action, I will approve
I want to decide- I make all the decisions related to this task
Action Planning - -answer-Tasks, timelines, standards, assignments, resources required, supporting
factors and stakeholders, obstacles and possible restraining forces
Feedback Approach: Coaching - -answer-Future oriented - ongoing developmental process that enables
employees to develop whatever skills they need to move their career forward in a constructive
environment. ncouraging feedback that helps others get from where they are to where they want to be.
They are supportive, honest, collaborative, and caring; they empower employees to make helpful
changes and achieve positive results.
,Feedback Approach: Counseling - -answer-Past oriented - corrective process that comes into play when
employees are having problems or challenges that are negatively affecting their work. designed to
address and improve work performance, not personal or emotional problems
Behaviors to Increase Effectiveness (Stephen Covey) - -answer-1. Be proactive
2. Begin with the end in mind
3. Put first things first
4. Think win/win
5. Seek first to understand, then to be understood
6. Synergize
7. Sharpen the saw
Goal - -answer-Clearly defined outcome that describes what you want to accomplish. Goals should not
only address what is expected, but also how it will be achieved. They should provide -answer-s to both
"what (quality/quantity/deadlines)" and "how" questions.
SMART Goal Setting - -answer-S - Specific
M - Measurable
A - Achievable / Attainable
R - Relevant / Realistic / Results-Oriented
T - Time Bound
Power of Planning - -answer-Define what needs to be done and how
Estimate the time required
Set standards for successful completion
Outline the tools, equipment and materials needed
Prioritizing - -answer-Important is different than Urgent
,Critical Thinking - -answer-Process of making judgements that question reasoning and asking what
factual evidence supports positions in order to draw your conclusions
Problem Solving - -answer-Process of finding solutions to overcome a specific problem
Decision Making - -answer-Process of evaluating and making a choice between a number of options
Creativity - -answer-Ability to generate new ideas and/or new connections between ideas
Assumptions - -answer-Ideas that are formed without valid evidence to back them up
Value of Intelligent Questions - -answer-1. Information-Gathering or Exploratory (dig deeper)
2. Analytical -
3. Advice or Intervention (gather other perspectives)
CAUTION: Avoid "loaded" questions
Problem Solving - -answer-1. Define the problem (current / desired state - gap between)
2. Gather and analyze information
3. Determine standards or solution
4. Generate alternative solutions (brainstorming - no critique)
5. Chose the best alternative
6. Implement the solution
7. Evaluate and follow up
Decision Making Tools: Pro / Cons List - -answer-Highlights positives to be reinforced and negatives to
be eliminated, reduced or addressed
Decision Making Tools: Criteria Assessment - -answer-Identifies two or three best options and lists
criteria for success, assign point value for each item from 1-10 (more complex)
, Decision Fatigue - -answer-Deteriorating quality of decisions when we are called upon to make
numerous decisions in a limited time. When people have to make numerous decisions in a short period
of time, the quality of those decisions deteriorates as they experience decision fatigue.
Managing Change - -answer-Do not ignore resistance! Bring it out into the open. Renewal happens
when we push through a natural tendency to resist change
Intelligent Risk - -answer-Relies on a mindset that allows for the possibility of: mistakes, failure success
Your role as a manager when your team is in the Storming phase of team development is to: - -answer-
Redefine the team's goals, expectations, and continued training,
High performers who rely on the data to be right and question the details can be described as which
behavioral style? - -answer-Quality and task-focused
Advice or intervention questions include: - -answer-What do you think we should do about this? Have
you thought about doing this? Is there anything else you can do?
Software crashes can result from destructive programs known as: - -answer-Malware
Extended Reality - -answer-refers to all real and virtual environments generated by computer graphics
and wearables that create a realistic, three-dimensional environment
Listening - -answer-the actual tools the receiver uses to understand the message being sent
Pitch - -answer-height and depth of a sound
Pace - -answer-the rate of speech
Volume - -answer-the loudness or softness of the speaker's voice
Factors Impacting Employee Morale: Positive - -answer-Share big picture info, saying thank you, provide
positive news and feedback first, make connections, visible goals, share credit and recognition
Delegation - -answer-Increasing productivity, distributing workload, develop people on your team
Delegation Approaches - -answer-Guiding: Low Motivation / Low Ability - be clear
Encouraging: Low Motivation / High Ability
Coaching: High Motivation / Low Ability
Advising: High Motivation / High Ability
Delegate communicating Authority - -answer-Inform me what you have done - you have full authority
I want to review - do what you intend unless I say no
I want to approve- recommend to me the action, I will approve
I want to decide- I make all the decisions related to this task
Action Planning - -answer-Tasks, timelines, standards, assignments, resources required, supporting
factors and stakeholders, obstacles and possible restraining forces
Feedback Approach: Coaching - -answer-Future oriented - ongoing developmental process that enables
employees to develop whatever skills they need to move their career forward in a constructive
environment. ncouraging feedback that helps others get from where they are to where they want to be.
They are supportive, honest, collaborative, and caring; they empower employees to make helpful
changes and achieve positive results.
,Feedback Approach: Counseling - -answer-Past oriented - corrective process that comes into play when
employees are having problems or challenges that are negatively affecting their work. designed to
address and improve work performance, not personal or emotional problems
Behaviors to Increase Effectiveness (Stephen Covey) - -answer-1. Be proactive
2. Begin with the end in mind
3. Put first things first
4. Think win/win
5. Seek first to understand, then to be understood
6. Synergize
7. Sharpen the saw
Goal - -answer-Clearly defined outcome that describes what you want to accomplish. Goals should not
only address what is expected, but also how it will be achieved. They should provide -answer-s to both
"what (quality/quantity/deadlines)" and "how" questions.
SMART Goal Setting - -answer-S - Specific
M - Measurable
A - Achievable / Attainable
R - Relevant / Realistic / Results-Oriented
T - Time Bound
Power of Planning - -answer-Define what needs to be done and how
Estimate the time required
Set standards for successful completion
Outline the tools, equipment and materials needed
Prioritizing - -answer-Important is different than Urgent
,Critical Thinking - -answer-Process of making judgements that question reasoning and asking what
factual evidence supports positions in order to draw your conclusions
Problem Solving - -answer-Process of finding solutions to overcome a specific problem
Decision Making - -answer-Process of evaluating and making a choice between a number of options
Creativity - -answer-Ability to generate new ideas and/or new connections between ideas
Assumptions - -answer-Ideas that are formed without valid evidence to back them up
Value of Intelligent Questions - -answer-1. Information-Gathering or Exploratory (dig deeper)
2. Analytical -
3. Advice or Intervention (gather other perspectives)
CAUTION: Avoid "loaded" questions
Problem Solving - -answer-1. Define the problem (current / desired state - gap between)
2. Gather and analyze information
3. Determine standards or solution
4. Generate alternative solutions (brainstorming - no critique)
5. Chose the best alternative
6. Implement the solution
7. Evaluate and follow up
Decision Making Tools: Pro / Cons List - -answer-Highlights positives to be reinforced and negatives to
be eliminated, reduced or addressed
Decision Making Tools: Criteria Assessment - -answer-Identifies two or three best options and lists
criteria for success, assign point value for each item from 1-10 (more complex)
, Decision Fatigue - -answer-Deteriorating quality of decisions when we are called upon to make
numerous decisions in a limited time. When people have to make numerous decisions in a short period
of time, the quality of those decisions deteriorates as they experience decision fatigue.
Managing Change - -answer-Do not ignore resistance! Bring it out into the open. Renewal happens
when we push through a natural tendency to resist change
Intelligent Risk - -answer-Relies on a mindset that allows for the possibility of: mistakes, failure success
Your role as a manager when your team is in the Storming phase of team development is to: - -answer-
Redefine the team's goals, expectations, and continued training,
High performers who rely on the data to be right and question the details can be described as which
behavioral style? - -answer-Quality and task-focused
Advice or intervention questions include: - -answer-What do you think we should do about this? Have
you thought about doing this? Is there anything else you can do?
Software crashes can result from destructive programs known as: - -answer-Malware
Extended Reality - -answer-refers to all real and virtual environments generated by computer graphics
and wearables that create a realistic, three-dimensional environment
Listening - -answer-the actual tools the receiver uses to understand the message being sent
Pitch - -answer-height and depth of a sound
Pace - -answer-the rate of speech
Volume - -answer-the loudness or softness of the speaker's voice
