ASAP PACE CERTIFICATE EXAMINATION
QUESTIONS WITH ANSWERS GRADED A+
✔✔Context Elements - ✔✔Place, People, Purpose
Context has a lot to do with the type of conversation to be had. This determines what to
say and what not to say.
Place - where is the communication happening?
People - who are you talking to and who is around you? what is your relationship to
them?
Purpose - why is the communication taking place.
we must take all of this into account when deciding how to communicate.
✔✔Listening - ✔✔Empathetic listening is when the listener echoes, restates and
clarifies.
Can be non-verbal or verbal.
Can be passive or active.
Passive listening is when you listen to a podcast; there is no need to communicate.
Someone is giving a speech.
Active listening means you engage with the communicator and give feedback.
non-verbal listening means
-not interrupting
-removing distractions
-nodding
-mirroring the communicator - similar gestures and movements and positioning
-taking notes
verbal listening means:
-probe/ask questions - dig deeper for more information w/ open-ended questions
-clarify - Yes or no only questions. "did we meet the deadline?"
-paraphrase for understanding in your own words
-reflect - sharing the emotional meaning of what you heard. "it sounds like you are
stressed."
- encourage - small affirmations that you give to let people know you are listening. "Yes
I see" "Okay" "wow"
✔✔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
Direct - Director, socializer - politician
Guarded - the director, the thinker
Unguarded - the relator, the socialized - relationships are important
Indirect - the thinker, the relator
✔✔Emotional Intelligence (EI) - ✔✔the ability to perceive, understand, manage, and
use emotions
The elements of emotional intelligence
PERSONAL COMPETENCE:
-Self awareness - aware of own emotions in the moment
-self-management - managing those emotions and behaviors, being professional
SOCIAL COMPETENCE:
-social awareness - Being aware of others emotions and responding positively
-relationship management -
Emotional hijacking - deeply emotional response to situations and has shut down the
rational part of the brain. "road-rage"
✔✔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
✔✔Giving and Receiving Feedback - ✔✔feedback should be timely, frequent,
consistent, specific, and private
Give feedback to anyone but be aware of your position and title as well as the hierarchy.
Prescriptive feedback - offer a solution for the problem, tell them what they can do
differently next time.
vs. descriptive feedback - state what didn't work and why
receive negative feedback with grace
receive positive feedback with "thank you."
do not push the spotlight away.
,✔✔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
✔✔Dealing with conflict - ✔✔Constructive conflict - This is a productive conflict that can
build and improve relationships. Sitting in a meeting room where people have
contrasting ideas with different opinions. A good debate is constructive.
Destructive conflict - damages the company and productivity.
Letting others do this without confronting is unhealthy and cannot be ignored.
Setting limits and expectations is a good way to mitigate bad conflict. Let minor
irritations go.
Talk through conflict with solutions in mind and brainstorm with the person. Offer
forgiveness and apologize.
✔✔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
Silence is implicit agreement and acceptance - don't stay silent, counter with facts,
change the subject, distance yourself
Articulate expectations. We do not gossip. we do not condone it. We say "Stop"
distance self from the individual who gossips.
✔✔persuasion and influence - ✔✔Communication designed to cause an individual (or
group) to adopt an idea as their own, which they would not otherwise support.
Very Key to communication.
✔✔Leadership - ✔✔Leadership is a function of management.
You can both manage and lead.
the use of power and influence to direct the activities of followers toward goal
achievement
Level 1 leadership: positional - title based
, Level 2: Permission - Granted permission to lead something
Level 3: Production - people follow you because of what you did or achieved.
Level 4: People development - people follow you because of what you have done to
develop those around you and how you helped ppl grow.
Level 5: Pinnacle - follow you because of your character and who you are.
✔✔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
✔✔Negotiation - ✔✔Discussion aimed at reaching an agreement
Aim for win-win
Know priorities
Be specific
aim high and give a little wiggle room to the other side
bring proof - why do you deserve the raise
remain patient, polite, and persistent.
A discussion aimed at reaching an agreement.
✔✔Collaboration - ✔✔Ability to work jointly with others to achieve a goal
✔✔Personality - ✔✔Combination of characteristics or qualities that form an individual's
distinctive character
✔✔Persuasion - ✔✔Convincing someone to do something, typically through reasoning
or argument
✔✔Influence - ✔✔Capacity to affect the people and things around you
QUESTIONS WITH ANSWERS GRADED A+
✔✔Context Elements - ✔✔Place, People, Purpose
Context has a lot to do with the type of conversation to be had. This determines what to
say and what not to say.
Place - where is the communication happening?
People - who are you talking to and who is around you? what is your relationship to
them?
Purpose - why is the communication taking place.
we must take all of this into account when deciding how to communicate.
✔✔Listening - ✔✔Empathetic listening is when the listener echoes, restates and
clarifies.
Can be non-verbal or verbal.
Can be passive or active.
Passive listening is when you listen to a podcast; there is no need to communicate.
Someone is giving a speech.
Active listening means you engage with the communicator and give feedback.
non-verbal listening means
-not interrupting
-removing distractions
-nodding
-mirroring the communicator - similar gestures and movements and positioning
-taking notes
verbal listening means:
-probe/ask questions - dig deeper for more information w/ open-ended questions
-clarify - Yes or no only questions. "did we meet the deadline?"
-paraphrase for understanding in your own words
-reflect - sharing the emotional meaning of what you heard. "it sounds like you are
stressed."
- encourage - small affirmations that you give to let people know you are listening. "Yes
I see" "Okay" "wow"
✔✔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
Direct - Director, socializer - politician
Guarded - the director, the thinker
Unguarded - the relator, the socialized - relationships are important
Indirect - the thinker, the relator
✔✔Emotional Intelligence (EI) - ✔✔the ability to perceive, understand, manage, and
use emotions
The elements of emotional intelligence
PERSONAL COMPETENCE:
-Self awareness - aware of own emotions in the moment
-self-management - managing those emotions and behaviors, being professional
SOCIAL COMPETENCE:
-social awareness - Being aware of others emotions and responding positively
-relationship management -
Emotional hijacking - deeply emotional response to situations and has shut down the
rational part of the brain. "road-rage"
✔✔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
✔✔Giving and Receiving Feedback - ✔✔feedback should be timely, frequent,
consistent, specific, and private
Give feedback to anyone but be aware of your position and title as well as the hierarchy.
Prescriptive feedback - offer a solution for the problem, tell them what they can do
differently next time.
vs. descriptive feedback - state what didn't work and why
receive negative feedback with grace
receive positive feedback with "thank you."
do not push the spotlight away.
,✔✔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
✔✔Dealing with conflict - ✔✔Constructive conflict - This is a productive conflict that can
build and improve relationships. Sitting in a meeting room where people have
contrasting ideas with different opinions. A good debate is constructive.
Destructive conflict - damages the company and productivity.
Letting others do this without confronting is unhealthy and cannot be ignored.
Setting limits and expectations is a good way to mitigate bad conflict. Let minor
irritations go.
Talk through conflict with solutions in mind and brainstorm with the person. Offer
forgiveness and apologize.
✔✔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
Silence is implicit agreement and acceptance - don't stay silent, counter with facts,
change the subject, distance yourself
Articulate expectations. We do not gossip. we do not condone it. We say "Stop"
distance self from the individual who gossips.
✔✔persuasion and influence - ✔✔Communication designed to cause an individual (or
group) to adopt an idea as their own, which they would not otherwise support.
Very Key to communication.
✔✔Leadership - ✔✔Leadership is a function of management.
You can both manage and lead.
the use of power and influence to direct the activities of followers toward goal
achievement
Level 1 leadership: positional - title based
, Level 2: Permission - Granted permission to lead something
Level 3: Production - people follow you because of what you did or achieved.
Level 4: People development - people follow you because of what you have done to
develop those around you and how you helped ppl grow.
Level 5: Pinnacle - follow you because of your character and who you are.
✔✔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
✔✔Negotiation - ✔✔Discussion aimed at reaching an agreement
Aim for win-win
Know priorities
Be specific
aim high and give a little wiggle room to the other side
bring proof - why do you deserve the raise
remain patient, polite, and persistent.
A discussion aimed at reaching an agreement.
✔✔Collaboration - ✔✔Ability to work jointly with others to achieve a goal
✔✔Personality - ✔✔Combination of characteristics or qualities that form an individual's
distinctive character
✔✔Persuasion - ✔✔Convincing someone to do something, typically through reasoning
or argument
✔✔Influence - ✔✔Capacity to affect the people and things around you
