PROFESSIONAL ADMINISTRATIVE CERTIFICATION
OF EXCELLENCE (PACE) 1 EXAM
strategies for networking - ANSWER · Develop Your 30-second Commercial
· Practice Engaging Conversation
· Focus on Quality over Quantity
· Follow Up
· Start Now
One-way communication - ANSWER The message goes from sender to
receiver. Example: Giving a speech and writing an informative Bulletin for the
company newsletter.
Two-way communication - ANSWER Messages flow both ways- there and
back-between two or more parties and may be mutual. Example: A conversation
with a colleague or small group discussion.
casual communication - ANSWER Is low intensity, Inconsequential, and light.
critical communication - ANSWER Is slightly higher intensity, more
consequential, and a little more challenging.
Crucial Communication - ANSWER is high intensity and carries a high
potential for danger. (Three characteristics of Crucial Communication:
Opposing Opinions, High Stakes & Strong Emotions)
Word choices to avoid - ANSWER Indirect, Unclear, or Vague Words.
Exaggerations.
,Buzzwords, Jargon, Obscure Acronyms, Overly Technical or Complicated
Language.
Too Many Words.
Inappropriate or Foul Language.
Pitch - ANSWER The degree of height and depth of a sound.
Pace - ANSWER The rate at which words are spoken.
Volume - ANSWER The degree of sound intensity or loudness.
Inflection - ANSWER The rhythmic up and down of the voice, which shapes
words.
Emphasis - ANSWER The stress placed upon a specific word or words to
underscore importance.
Interpersonal Communication - ANSWER is the process by which people
exchange information.
Modes of Communication - ANSWER In-Person Conversation
Email Message
Instant Message
Letters or Memos
Telephone Calls
Text Messages
,Social Media
The Communication Cycle - ANSWER Sender - Message/ Encode
Send
Receiver - Decode/ Interpret
Components of Communication - ANSWER Word Choice 10%
Tone 35%
Body Language 55%
**Context
Word Choice - What to avoid - ANSWER *Indirect, Unclear, or Vague Words
*Exaggerations
*Buzzwords, Jargon, Obscure Acronyms, Overly Technical or Complicated
Language
*Too Many Words
*Inappropriate or Foul Language
tone of voice - ANSWER Pitch
Pace
Volume
Inflection
Emphasis
Body Language - ANSWER nonverbal communication through gestures,
facial expressions, behaviors, and posture.
, (Eye Contact, Facial Expressions, Positioning, Gestures)
eye contact - ANSWER Refers to the placement of the eyes while
communicating.
facial expression - ANSWER refers to the combination of features on the face
including eyebrows, lips, and cheeks, and how they move to express emotion.
posture - ANSWER refers to the overall posture of the body
gestures - ANSWER refers to the various movements made with the body
Three Important Elements - Context - ANSWER The surrounding
environmental influences and existing circumstances in which a communication
takes place.
(Place, People, Purpose) Another word for setting.
Non-Verbal Active Listening tools - ANSWER Don't Interrupt
Remove Distractions
Nod
Mirror the communicator
Take Notes
Verbal Active Listening tools ANSWER Probe
Clarify
Paraphrase
Reflect
Encourage
OF EXCELLENCE (PACE) 1 EXAM
strategies for networking - ANSWER · Develop Your 30-second Commercial
· Practice Engaging Conversation
· Focus on Quality over Quantity
· Follow Up
· Start Now
One-way communication - ANSWER The message goes from sender to
receiver. Example: Giving a speech and writing an informative Bulletin for the
company newsletter.
Two-way communication - ANSWER Messages flow both ways- there and
back-between two or more parties and may be mutual. Example: A conversation
with a colleague or small group discussion.
casual communication - ANSWER Is low intensity, Inconsequential, and light.
critical communication - ANSWER Is slightly higher intensity, more
consequential, and a little more challenging.
Crucial Communication - ANSWER is high intensity and carries a high
potential for danger. (Three characteristics of Crucial Communication:
Opposing Opinions, High Stakes & Strong Emotions)
Word choices to avoid - ANSWER Indirect, Unclear, or Vague Words.
Exaggerations.
,Buzzwords, Jargon, Obscure Acronyms, Overly Technical or Complicated
Language.
Too Many Words.
Inappropriate or Foul Language.
Pitch - ANSWER The degree of height and depth of a sound.
Pace - ANSWER The rate at which words are spoken.
Volume - ANSWER The degree of sound intensity or loudness.
Inflection - ANSWER The rhythmic up and down of the voice, which shapes
words.
Emphasis - ANSWER The stress placed upon a specific word or words to
underscore importance.
Interpersonal Communication - ANSWER is the process by which people
exchange information.
Modes of Communication - ANSWER In-Person Conversation
Email Message
Instant Message
Letters or Memos
Telephone Calls
Text Messages
,Social Media
The Communication Cycle - ANSWER Sender - Message/ Encode
Send
Receiver - Decode/ Interpret
Components of Communication - ANSWER Word Choice 10%
Tone 35%
Body Language 55%
**Context
Word Choice - What to avoid - ANSWER *Indirect, Unclear, or Vague Words
*Exaggerations
*Buzzwords, Jargon, Obscure Acronyms, Overly Technical or Complicated
Language
*Too Many Words
*Inappropriate or Foul Language
tone of voice - ANSWER Pitch
Pace
Volume
Inflection
Emphasis
Body Language - ANSWER nonverbal communication through gestures,
facial expressions, behaviors, and posture.
, (Eye Contact, Facial Expressions, Positioning, Gestures)
eye contact - ANSWER Refers to the placement of the eyes while
communicating.
facial expression - ANSWER refers to the combination of features on the face
including eyebrows, lips, and cheeks, and how they move to express emotion.
posture - ANSWER refers to the overall posture of the body
gestures - ANSWER refers to the various movements made with the body
Three Important Elements - Context - ANSWER The surrounding
environmental influences and existing circumstances in which a communication
takes place.
(Place, People, Purpose) Another word for setting.
Non-Verbal Active Listening tools - ANSWER Don't Interrupt
Remove Distractions
Nod
Mirror the communicator
Take Notes
Verbal Active Listening tools ANSWER Probe
Clarify
Paraphrase
Reflect
Encourage
