ASAP PACE CERTIFICATION EXAM SCRIPT
VERIFIED QUESTIONS AND SOLUTIONS
COMPLETE REVIEW MATERIAL
●● Divergent thinking
Answer: Focuses on producing a broad variety of ideas
●● Levels of Communication
Answer: 1. Casual -light, inconsequential
2. Critical - higher intensity, more challenging
3. Crucial - highest intensity, potential danger
●● Crucial Communication Components
Answer: Opposing opinions, high stakes, strong emotions
●● Communication Cycle
Answer: Sender (encode) > Send (Message) > Receiver
(decode/interpret)
●● Main 3 Components of Communication
Answer: 1. Word Choice
2. Tone of Voice
,3. Body Language
●● Word Choice (% of meaning)
Answer: 10%
●● Tone of Voice (% of meaning)
Answer: 35%
●● Body Language (% of meaning)
Answer: 55%
●● Tone of Voice Elements
Answer: Pitch, Pace, Volume, Inflection, Emphasis
●● Body Language Elements
Answer: Eye Contact, Facial Expression, Positioning, Gestures
●● Context Elements
Answer: The environmental influences and existing circumstances
(Place, People, Purpose)
●● 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
●● 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
●● 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
VERIFIED QUESTIONS AND SOLUTIONS
COMPLETE REVIEW MATERIAL
●● Divergent thinking
Answer: Focuses on producing a broad variety of ideas
●● Levels of Communication
Answer: 1. Casual -light, inconsequential
2. Critical - higher intensity, more challenging
3. Crucial - highest intensity, potential danger
●● Crucial Communication Components
Answer: Opposing opinions, high stakes, strong emotions
●● Communication Cycle
Answer: Sender (encode) > Send (Message) > Receiver
(decode/interpret)
●● Main 3 Components of Communication
Answer: 1. Word Choice
2. Tone of Voice
,3. Body Language
●● Word Choice (% of meaning)
Answer: 10%
●● Tone of Voice (% of meaning)
Answer: 35%
●● Body Language (% of meaning)
Answer: 55%
●● Tone of Voice Elements
Answer: Pitch, Pace, Volume, Inflection, Emphasis
●● Body Language Elements
Answer: Eye Contact, Facial Expression, Positioning, Gestures
●● Context Elements
Answer: The environmental influences and existing circumstances
(Place, People, Purpose)
●● 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
●● 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
●● 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
