ASAP PACE Certification (2020)
,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
Levels of Communication - CORRECT ANSWERS-1. Casual
2. Critical
3. Crucial
Crucial Communication Components - CORRECT ANSWERS-Opposing opinions, high
stakes, strong emotions
Communication Cycle - CORRECT ANSWERS-Sender > Message > Receiver
Main 3 Components of Communication - CORRECT ANSWERS-1. Word Choice
2. Tone of Voice
3. Body Language
Word Choice (% of meaning) - CORRECT ANSWERS-10%
Tone of Voice (% of meaning) - CORRECT ANSWERS-35%
Body Language (% of meaning) - CORRECT ANSWERS-55%
Tone of Voice Elements - CORRECT ANSWERS-Pitch, Pace, Volume, Inflection,
Emphasis
Body Language Elements - CORRECT ANSWERS-Eye Contact, Facial Expression,
Positioning, Gestures
Context Elements - CORRECT ANSWERS-Place, People, Purpose
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
4 Communication Styles - CORRECT ANSWERS-1. The Director
2. The Socializer
3. The Thinker
4. The Relator
Elements of Emotional Intelligence (EQ) - CORRECT ANSWERS-Personal
Competence, Social Competence
, Personal Competence (EQ) Elements - CORRECT ANSWERS-Self-Awareness, Self-
Management
Social Competence (EQ) Elements - CORRECT ANSWERS-Social Awareness,
Relationship Management
Self-Awareness (EQ) - CORRECT ANSWERS-Understand your own emotions
Self-Management (EQ) - CORRECT ANSWERS-Managing your own emotions and
behaviors
Social Awareness (EQ) - CORRECT ANSWERS-Identify and understand the emotions
of others
Relationship Management (EQ) - CORRECT ANSWERS-Manage interactions with
others successfully
Prescriptive Feedback - CORRECT ANSWERS-Offer a solution for the problem - what
they can do different next time
Descriptive Feedback - CORRECT ANSWERS-State what didn't work and why - no
judgement, stick to the facts
Receiving Positive Feedback - CORRECT ANSWERS-Accept it, show gratitude, make
note
Receiving Negative Feedback - CORRECT ANSWERS-Listen, clarify, manage
emotions
Constructive Conflict - CORRECT ANSWERS-Can lead to better decisions, more
creative problem solving and stronger relationships
Destructive Conflict - CORRECT ANSWERS-Creates negative outcomes - broken
relationships, decreased productivity and harms reputations
Handling Gossip - CORRECT ANSWERS-Silence is implicit agreement and acceptance
- don't stay silent, counter with facts, change the subject, distance yourself
5 Levels of Leadership (John Maxwell) - CORRECT ANSWERS-1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
,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
Levels of Communication - CORRECT ANSWERS-1. Casual
2. Critical
3. Crucial
Crucial Communication Components - CORRECT ANSWERS-Opposing opinions, high
stakes, strong emotions
Communication Cycle - CORRECT ANSWERS-Sender > Message > Receiver
Main 3 Components of Communication - CORRECT ANSWERS-1. Word Choice
2. Tone of Voice
3. Body Language
Word Choice (% of meaning) - CORRECT ANSWERS-10%
Tone of Voice (% of meaning) - CORRECT ANSWERS-35%
Body Language (% of meaning) - CORRECT ANSWERS-55%
Tone of Voice Elements - CORRECT ANSWERS-Pitch, Pace, Volume, Inflection,
Emphasis
Body Language Elements - CORRECT ANSWERS-Eye Contact, Facial Expression,
Positioning, Gestures
Context Elements - CORRECT ANSWERS-Place, People, Purpose
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
4 Communication Styles - CORRECT ANSWERS-1. The Director
2. The Socializer
3. The Thinker
4. The Relator
Elements of Emotional Intelligence (EQ) - CORRECT ANSWERS-Personal
Competence, Social Competence
, Personal Competence (EQ) Elements - CORRECT ANSWERS-Self-Awareness, Self-
Management
Social Competence (EQ) Elements - CORRECT ANSWERS-Social Awareness,
Relationship Management
Self-Awareness (EQ) - CORRECT ANSWERS-Understand your own emotions
Self-Management (EQ) - CORRECT ANSWERS-Managing your own emotions and
behaviors
Social Awareness (EQ) - CORRECT ANSWERS-Identify and understand the emotions
of others
Relationship Management (EQ) - CORRECT ANSWERS-Manage interactions with
others successfully
Prescriptive Feedback - CORRECT ANSWERS-Offer a solution for the problem - what
they can do different next time
Descriptive Feedback - CORRECT ANSWERS-State what didn't work and why - no
judgement, stick to the facts
Receiving Positive Feedback - CORRECT ANSWERS-Accept it, show gratitude, make
note
Receiving Negative Feedback - CORRECT ANSWERS-Listen, clarify, manage
emotions
Constructive Conflict - CORRECT ANSWERS-Can lead to better decisions, more
creative problem solving and stronger relationships
Destructive Conflict - CORRECT ANSWERS-Creates negative outcomes - broken
relationships, decreased productivity and harms reputations
Handling Gossip - CORRECT ANSWERS-Silence is implicit agreement and acceptance
- don't stay silent, counter with facts, change the subject, distance yourself
5 Levels of Leadership (John Maxwell) - CORRECT ANSWERS-1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
