ASAP PACE CERTIFICATION EXAM LATEST
VERSION
Convergent thinking - ANSWER Based on reason and logic to arrive at the
single best answer to a question
Divergent thinking - ANSWER Emphasizes generating a wide range of ideas
Levels of Communication - ANSWER 1. Casual
2. Critical
3. Crucial
Crucial Communication Components - ANSWER Differences of opinion, high
stakes, intense emotions
Communication Cycle - ANSWER Sender > Message > Receiver
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 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 Know your own emotions
Self-Management EQ - ANSWER Control your own emotions and actions
Social Awareness EQ - ANSWER Recognize and understand others emotions
Relationship Management EQ - ANSWER Manage interactions with others
effectively
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 - ANSWER Listen, clarify, manage emotions
Constructive Conflict - ANSWER Can lead to better decisions, more creative
problem solving and stronger relationships
Destructive Conflict - ANSWER Creates negative outcomes - broken
relationships, decreased productivity and harms reputations
, Dealing with Gossip - ANSWER Silence is implicit agreement and acceptance
- don't stay silent, counter with facts, change the subject, distance yourself
5 Levels of Leadership (John Maxwell) - ANSWER 1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
Position Leadership - 1 (Rights) - ANSWER People follow because they have
to
Permission Leadership - 2 (Relationships) - ANSWER People follow because
they want to
Production Leadership - 3 (Results) - ANSWER People follow because of
what you've done for the organization
People Development Leadership - 4 (Reproduction) - ANSWER People follow
because of what you've done for them
Pinnacle Leadership - 5 (Respect) - ANSWER People follow because of who
you are and what you represent
Negotiation - ANSWER Discussion aimed at reaching an agreement
VERSION
Convergent thinking - ANSWER Based on reason and logic to arrive at the
single best answer to a question
Divergent thinking - ANSWER Emphasizes generating a wide range of ideas
Levels of Communication - ANSWER 1. Casual
2. Critical
3. Crucial
Crucial Communication Components - ANSWER Differences of opinion, high
stakes, intense emotions
Communication Cycle - ANSWER Sender > Message > Receiver
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 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 Know your own emotions
Self-Management EQ - ANSWER Control your own emotions and actions
Social Awareness EQ - ANSWER Recognize and understand others emotions
Relationship Management EQ - ANSWER Manage interactions with others
effectively
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 - ANSWER Listen, clarify, manage emotions
Constructive Conflict - ANSWER Can lead to better decisions, more creative
problem solving and stronger relationships
Destructive Conflict - ANSWER Creates negative outcomes - broken
relationships, decreased productivity and harms reputations
, Dealing with Gossip - ANSWER Silence is implicit agreement and acceptance
- don't stay silent, counter with facts, change the subject, distance yourself
5 Levels of Leadership (John Maxwell) - ANSWER 1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
Position Leadership - 1 (Rights) - ANSWER People follow because they have
to
Permission Leadership - 2 (Relationships) - ANSWER People follow because
they want to
Production Leadership - 3 (Results) - ANSWER People follow because of
what you've done for the organization
People Development Leadership - 4 (Reproduction) - ANSWER People follow
because of what you've done for them
Pinnacle Leadership - 5 (Respect) - ANSWER People follow because of who
you are and what you represent
Negotiation - ANSWER Discussion aimed at reaching an agreement
