ASAP PACE Certificate (2025 updated)
Convergent thinking - ANSWER Relies on reason and logic to find the one best answer to a
question
Divergent thinking - ANSWER Focuses on producing a broad variety of ideas
interpersonal communication - ANSWER the exchange of thoughts, feelings, and beliefs
between two or more people
Why do we communicate interpersonally? - ANSWER 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 - ANSWER verbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
One on one and one to many.
Levels of Communication - ANSWER 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 - ANSWER Opposing opinions, high stakes, strong
emotions
Communication Cycle - ANSWER 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 - ANSWER 1. Word Choice
2. Tone of Voice
3. Body Language
components of communication - ANSWER 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) - ANSWER 10%
Tone of Voice (% of meaning) - ANSWER 35%
Body Language (% of meaning) - ANSWER 55%
Word Choice - ANSWER 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 - ANSWER 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 - ANSWER 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 - ANSWER 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 - ANSWER 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.
Convergent thinking - ANSWER Relies on reason and logic to find the one best answer to a
question
Divergent thinking - ANSWER Focuses on producing a broad variety of ideas
interpersonal communication - ANSWER the exchange of thoughts, feelings, and beliefs
between two or more people
Why do we communicate interpersonally? - ANSWER 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 - ANSWER verbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
One on one and one to many.
Levels of Communication - ANSWER 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 - ANSWER Opposing opinions, high stakes, strong
emotions
Communication Cycle - ANSWER 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 - ANSWER 1. Word Choice
2. Tone of Voice
3. Body Language
components of communication - ANSWER 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) - ANSWER 10%
Tone of Voice (% of meaning) - ANSWER 35%
Body Language (% of meaning) - ANSWER 55%
Word Choice - ANSWER 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 - ANSWER 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 - ANSWER 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 - ANSWER 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 - ANSWER 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.
