ASAP PACE Certification (2024) questions with
correct solutions
,Convergent thinking - CORRECT ANSWERS-Relies on reason and logic to find the one
best answer to a question
Divergent thinking - CORRECT ANSWERS-Focuses on producing a broad variety of
ideas
interpersonal communication - CORRECT ANSWERS-the exchange of thoughts,
feelings, and beliefs between two or more people
Why do we communicate interpersonally? - CORRECT ANSWERS-Share and collect
business data.
Express our ideas and opinions and understand those of others.
Give and receive emotional support.
Make decisions and solve problems.
Influence the attitudes and behaviors of others.
Establish and maintain relationships.
Collaborate and achieve goals.
Types of communication - CORRECT ANSWERS-verbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
One on one and one to many.
Levels of Communication - CORRECT ANSWERS-1. Casual
2. Critical
3. Crucial
casual communication: low intensity and casual. "Did you see the show last night?"
Critical communication: a higher level of importance, having a phone call with a project
owner about a status update.
Crucial communication: opposing opinions, high stakes strong emotions, EX:
Performance reviews. Job offer scenario. Negotiations.
Effective communicators adjust their communication based on the level of intensity and
where they are on the communication scale. You have to adapt as the convo ebbs and
flows.
Crucial Communication Components - CORRECT ANSWERS-Opposing opinions, high
stakes, strong emotions
Communication Cycle - CORRECT ANSWERS-Sender > Message > Receiver
Sender sends and receiver receives.
Sender encodes the message and sends it.
,Receiver decodes the message and interprets it.
The receiver responds and becomes the sender.
Main 3 Components of Communication - CORRECT ANSWERS-1. Word Choice
2. Tone of Voice
3. Body Language
components of communication - CORRECT ANSWERS-Words - 10% importance, but
still important.
Tone - 35% - Becomes important on the telephone. We can read tone of voice in an
email as well.
Body language - 55% VERY IMPORTANT when doing face to face convo.
Context and listening are still important.
Word Choice (% of meaning) - CORRECT ANSWERS-10%
Tone of Voice (% of meaning) - CORRECT ANSWERS-35%
Body Language (% of meaning) - CORRECT ANSWERS-55%
Word Choice - CORRECT ANSWERS-Choose words wisely. Words to avoid are:
Vague words, unclear words, buzzwords, jargon, obscure, too many words. Indirect.
Overly technical and complicated words.
"per my last email" is bad
"first of all"
"what I said was"
These are all bad.
WE WANT TO BE PRECISE IN ALL COMMUNICATION AND CLEAR TO THE
RECEIVER. WE DONT WANT TO USE TOO MANY WORDS TO CONVERY
MESSAGE
Tone of Voice Elements - CORRECT ANSWERS-Pitch, Pace, Volume, Inflection,
Emphasis
Pitch - good voice high or low
Pace - quick or slow talking
Volume - loud or quiet voice
Inflection - up and down of voice
Emphasis - stress on certain words of importance
Body Language Elements - CORRECT ANSWERS-Eye Contact, Facial Expression,
Positioning, Gestures
, Eye contact - maintain good eye contact
facial expressions - maintain a neutral expression or mirror the person who is talking to
you to ensure understanding
positioning - no crossed arms
gestures - positive gestures
Context Elements - CORRECT ANSWERS-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 - CORRECT ANSWERS-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 - CORRECT ANSWERS-Don't interrupt, remove
distractions, nod, mirror the communicator, take notes
Verbal Listening Skills - CORRECT ANSWERS-Probe, clarify, paraphrase, reflect,
encourage
correct solutions
,Convergent thinking - CORRECT ANSWERS-Relies on reason and logic to find the one
best answer to a question
Divergent thinking - CORRECT ANSWERS-Focuses on producing a broad variety of
ideas
interpersonal communication - CORRECT ANSWERS-the exchange of thoughts,
feelings, and beliefs between two or more people
Why do we communicate interpersonally? - CORRECT ANSWERS-Share and collect
business data.
Express our ideas and opinions and understand those of others.
Give and receive emotional support.
Make decisions and solve problems.
Influence the attitudes and behaviors of others.
Establish and maintain relationships.
Collaborate and achieve goals.
Types of communication - CORRECT ANSWERS-verbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
One on one and one to many.
Levels of Communication - CORRECT ANSWERS-1. Casual
2. Critical
3. Crucial
casual communication: low intensity and casual. "Did you see the show last night?"
Critical communication: a higher level of importance, having a phone call with a project
owner about a status update.
Crucial communication: opposing opinions, high stakes strong emotions, EX:
Performance reviews. Job offer scenario. Negotiations.
Effective communicators adjust their communication based on the level of intensity and
where they are on the communication scale. You have to adapt as the convo ebbs and
flows.
Crucial Communication Components - CORRECT ANSWERS-Opposing opinions, high
stakes, strong emotions
Communication Cycle - CORRECT ANSWERS-Sender > Message > Receiver
Sender sends and receiver receives.
Sender encodes the message and sends it.
,Receiver decodes the message and interprets it.
The receiver responds and becomes the sender.
Main 3 Components of Communication - CORRECT ANSWERS-1. Word Choice
2. Tone of Voice
3. Body Language
components of communication - CORRECT ANSWERS-Words - 10% importance, but
still important.
Tone - 35% - Becomes important on the telephone. We can read tone of voice in an
email as well.
Body language - 55% VERY IMPORTANT when doing face to face convo.
Context and listening are still important.
Word Choice (% of meaning) - CORRECT ANSWERS-10%
Tone of Voice (% of meaning) - CORRECT ANSWERS-35%
Body Language (% of meaning) - CORRECT ANSWERS-55%
Word Choice - CORRECT ANSWERS-Choose words wisely. Words to avoid are:
Vague words, unclear words, buzzwords, jargon, obscure, too many words. Indirect.
Overly technical and complicated words.
"per my last email" is bad
"first of all"
"what I said was"
These are all bad.
WE WANT TO BE PRECISE IN ALL COMMUNICATION AND CLEAR TO THE
RECEIVER. WE DONT WANT TO USE TOO MANY WORDS TO CONVERY
MESSAGE
Tone of Voice Elements - CORRECT ANSWERS-Pitch, Pace, Volume, Inflection,
Emphasis
Pitch - good voice high or low
Pace - quick or slow talking
Volume - loud or quiet voice
Inflection - up and down of voice
Emphasis - stress on certain words of importance
Body Language Elements - CORRECT ANSWERS-Eye Contact, Facial Expression,
Positioning, Gestures
, Eye contact - maintain good eye contact
facial expressions - maintain a neutral expression or mirror the person who is talking to
you to ensure understanding
positioning - no crossed arms
gestures - positive gestures
Context Elements - CORRECT ANSWERS-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 - CORRECT ANSWERS-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 - CORRECT ANSWERS-Don't interrupt, remove
distractions, nod, mirror the communicator, take notes
Verbal Listening Skills - CORRECT ANSWERS-Probe, clarify, paraphrase, reflect,
encourage
