ASAP PACE CERTIFICATION EXAM COMPLETE
SOLUTION 2025 UPDATE GRADED A+
Convergent thinking
• Relies on reason and logic to find the one best answer to a question
Divergent thinking
• Focuses on producing a broad variety of ideas
Levels of Communication
• Casual
• Critical
• Crucial
Crucial Communication Components
• Opposing opinions, high stakes, strong emotions
Communication Cycle
• Sender > Message > Receiver
Main 3 Components of Communication
• Word Choice
• Tone of Voice
, • Body Language
Word Choice (% of meaning)
• 10%
Tone of Voice (% of meaning)
• 35%
Body Language (% of meaning)
• 55%
Tone of Voice Elements
• Pitch, Pace, Volume, Inflection, Emphasis
Body Language Elements
• Eye Contact, Facial Expression, Positioning, Gestures
Context Elements
• Place, People, Purpose
Non-Verbal Listening Skills
• Don't interrupt, remove distractions, nod, mirror the communicator, take notes
,Verbal Listening Skills
• Probe, clarify, paraphrase, reflect, encourage
4 Communication Styles
• The Director
• The Socializer
• The Thinker
• The Relator
Elements of Emotional Intelligence (EQ)
• Personal Competence, Social Competence
Personal Competence (EQ) Elements
• Self-Awareness, Self-Management
Social Competence (EQ) Elements
• Social Awareness, Relationship Management
Self-Awareness (EQ)
• Understand your own emotions
Self-Management (EQ)
, • Managing your own emotions and behaviors
Social Awareness (EQ)
• Identify and understand the emotions of others
Relationship Management (EQ)
• Manage interactions with others successfully
Prescriptive Feedback
• Offer a solution for the problem - what they can do different next time
Descriptive Feedback
• State what didn't work and why - no judgement, stick to the facts
Receiving Positive Feedback
• Accept it, show gratitude, make note
Receiving Negative Feedback
• Listen, clarify, manage emotions
Constructive Conflict
• Can lead to better decisions, more creative problem solving and stronger relationships
SOLUTION 2025 UPDATE GRADED A+
Convergent thinking
• Relies on reason and logic to find the one best answer to a question
Divergent thinking
• Focuses on producing a broad variety of ideas
Levels of Communication
• Casual
• Critical
• Crucial
Crucial Communication Components
• Opposing opinions, high stakes, strong emotions
Communication Cycle
• Sender > Message > Receiver
Main 3 Components of Communication
• Word Choice
• Tone of Voice
, • Body Language
Word Choice (% of meaning)
• 10%
Tone of Voice (% of meaning)
• 35%
Body Language (% of meaning)
• 55%
Tone of Voice Elements
• Pitch, Pace, Volume, Inflection, Emphasis
Body Language Elements
• Eye Contact, Facial Expression, Positioning, Gestures
Context Elements
• Place, People, Purpose
Non-Verbal Listening Skills
• Don't interrupt, remove distractions, nod, mirror the communicator, take notes
,Verbal Listening Skills
• Probe, clarify, paraphrase, reflect, encourage
4 Communication Styles
• The Director
• The Socializer
• The Thinker
• The Relator
Elements of Emotional Intelligence (EQ)
• Personal Competence, Social Competence
Personal Competence (EQ) Elements
• Self-Awareness, Self-Management
Social Competence (EQ) Elements
• Social Awareness, Relationship Management
Self-Awareness (EQ)
• Understand your own emotions
Self-Management (EQ)
, • Managing your own emotions and behaviors
Social Awareness (EQ)
• Identify and understand the emotions of others
Relationship Management (EQ)
• Manage interactions with others successfully
Prescriptive Feedback
• Offer a solution for the problem - what they can do different next time
Descriptive Feedback
• State what didn't work and why - no judgement, stick to the facts
Receiving Positive Feedback
• Accept it, show gratitude, make note
Receiving Negative Feedback
• Listen, clarify, manage emotions
Constructive Conflict
• Can lead to better decisions, more creative problem solving and stronger relationships
