ASAP PACE CERTIFICATION exam Updated
Question and Answer | 100% Correct
Solutions | Grade A+
• 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
• Levels of Communication -✓✓ 1. Casual
2. Critical
3. Crucial
• Crucial Communication Components -✓✓ Opposing opinions, high stakes,
strong emotions
• Communication Cycle -✓✓ Sender > Message > Receiver
• Main 3 Components of Communication -✓✓ 1. Word Choice
2. Tone of Voice
3. Body Language
• Word Choice (% of meaning) -✓✓ 10%
• Tone of Voice (% of meaning) -✓✓ 35%
,• Body Language (% of meaning) -✓✓ 55%
• Tone of Voice Elements -✓✓ Pitch, Pace, Volume, Inflection, Emphasis
• Body Language Elements -✓✓ Eye Contact, Facial Expression, Positioning,
Gestures
• Context Elements -✓✓ Place, People, Purpose
• Non-Verbal Listening Skills -✓✓ Don't interrupt, remove distractions, nod,
mirror the communicator, take notes
• Verbal Listening Skills -✓✓ Probe, clarify, paraphrase, reflect, encourage
• 4 Communication Styles -✓✓ 1. The Director
2. The Socializer
3. The Thinker
4. The Relator
• Elements of Emotional Intelligence (EQ) -✓✓ Personal Competence, Social
Competence
• Personal Competence (EQ) Elements -✓✓ Self-Awareness, Self-Management
,• Social Competence (EQ) Elements -✓✓ Social Awareness, Relationship
Management
• Self-Awareness (EQ) -✓✓ Understand your own emotions
• Self-Management (EQ) -✓✓ Managing your own emotions and behaviors
• Social Awareness (EQ) -✓✓ Identify and understand the emotions of others
• Relationship Management (EQ) -✓✓ Manage interactions with others
successfully
• Prescriptive Feedback -✓✓ Offer a solution for the problem - what they can do
different next time
• Descriptive Feedback -✓✓ State what didn't work and why - no judgement, stick
to the facts
• Receiving Positive Feedback -✓✓ Accept it, show gratitude, make note
• Receiving Negative Feedback -✓✓ Listen, clarify, manage emotions
• Constructive Conflict -✓✓ Can lead to better decisions, more creative problem
solving and stronger relationships
, • Destructive Conflict -✓✓ Creates negative outcomes - broken relationships,
decreased productivity and harms reputations
• Handling Gossip -✓✓ Silence is implicit agreement and acceptance - don't stay
silent, counter with facts, change the subject, distance yourself
• 5 Levels of Leadership (John Maxwell) -✓✓ 1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
• Position Leadership - 1 (Rights) -✓✓ People follow because they have to
• Permission Leadership - 2 (Relationships) -✓✓ People follow because they want
to
• Production Leadership - 3 (Results) -✓✓ People follow because of what you've
done for the organization
• People Development Leadership - 4 (Reproduction) -✓✓ People follow because
of what you've done for them
• Pinnacle Leadership - 5 (Respect) -✓✓ People follow because of who you are
and what you represent
Question and Answer | 100% Correct
Solutions | Grade A+
• 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
• Levels of Communication -✓✓ 1. Casual
2. Critical
3. Crucial
• Crucial Communication Components -✓✓ Opposing opinions, high stakes,
strong emotions
• Communication Cycle -✓✓ Sender > Message > Receiver
• Main 3 Components of Communication -✓✓ 1. Word Choice
2. Tone of Voice
3. Body Language
• Word Choice (% of meaning) -✓✓ 10%
• Tone of Voice (% of meaning) -✓✓ 35%
,• Body Language (% of meaning) -✓✓ 55%
• Tone of Voice Elements -✓✓ Pitch, Pace, Volume, Inflection, Emphasis
• Body Language Elements -✓✓ Eye Contact, Facial Expression, Positioning,
Gestures
• Context Elements -✓✓ Place, People, Purpose
• Non-Verbal Listening Skills -✓✓ Don't interrupt, remove distractions, nod,
mirror the communicator, take notes
• Verbal Listening Skills -✓✓ Probe, clarify, paraphrase, reflect, encourage
• 4 Communication Styles -✓✓ 1. The Director
2. The Socializer
3. The Thinker
4. The Relator
• Elements of Emotional Intelligence (EQ) -✓✓ Personal Competence, Social
Competence
• Personal Competence (EQ) Elements -✓✓ Self-Awareness, Self-Management
,• Social Competence (EQ) Elements -✓✓ Social Awareness, Relationship
Management
• Self-Awareness (EQ) -✓✓ Understand your own emotions
• Self-Management (EQ) -✓✓ Managing your own emotions and behaviors
• Social Awareness (EQ) -✓✓ Identify and understand the emotions of others
• Relationship Management (EQ) -✓✓ Manage interactions with others
successfully
• Prescriptive Feedback -✓✓ Offer a solution for the problem - what they can do
different next time
• Descriptive Feedback -✓✓ State what didn't work and why - no judgement, stick
to the facts
• Receiving Positive Feedback -✓✓ Accept it, show gratitude, make note
• Receiving Negative Feedback -✓✓ Listen, clarify, manage emotions
• Constructive Conflict -✓✓ Can lead to better decisions, more creative problem
solving and stronger relationships
, • Destructive Conflict -✓✓ Creates negative outcomes - broken relationships,
decreased productivity and harms reputations
• Handling Gossip -✓✓ Silence is implicit agreement and acceptance - don't stay
silent, counter with facts, change the subject, distance yourself
• 5 Levels of Leadership (John Maxwell) -✓✓ 1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
• Position Leadership - 1 (Rights) -✓✓ People follow because they have to
• Permission Leadership - 2 (Relationships) -✓✓ People follow because they want
to
• Production Leadership - 3 (Results) -✓✓ People follow because of what you've
done for the organization
• People Development Leadership - 4 (Reproduction) -✓✓ People follow because
of what you've done for them
• Pinnacle Leadership - 5 (Respect) -✓✓ People follow because of who you are
and what you represent
