Social Sciences Business Business management
ASAP PACE Certificate actual
questions and answers 2025
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
interpersonal the exchange of thoughts, feelings, and beliefs between
communication two or more people
Share and collect business data.
Express our ideas and opinions and
understand those of others. Give
Why do we communicate and receive emotional support.
interpersonally? Make decisions and solve problems.
Influence the attitudes and
behaviors of others.
Establish and maintain
relationships.
Collaborate and achieve goals.
verbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
Types of communication
One on one and one to many.
, 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
Levels of Communication 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 Opposing opinions, high stakes, strong emotions
Components
Sender > Message > Receiver
Sender sends and receiver receives.
Communication Cycle Sender encodes the message and sends it.
Receiver decodes the
message and interprets it.
The receiver responds and
becomes the sender.
1. Word Choice
Main 3 Components of 2. Tone of Voice
Communication 3. Body Language
Words - 10% importance, but still important.
Tone - 35% - Becomes important on the
components of telephone. We can read tone of voice in an
communication email as well.
Body language - 55% VERY IMPORTANT when doing
face to face convo.
Context and listening are still important.
Word Choice (% of 10%
meaning)
Tone of Voice (% of 35%
meaning)
Body Language (% of 55%
meaning)
Choose words wisely. Words to avoid are:
Vague words, unclear words, buzzwords,
jargon, obscure, too many words. Indirect.
Overly technical and complicated words. "per
Word Choice 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
Pitch, Pace, Volume, Inflection, Emphasis
Pitch - good
Tone of Voice Elements 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
Eye Contact, Facial Expression, Positioning, Gestures
Eye contact - maintain good eye contact
facial expressions - maintain a neutral
Body Language Elements
expression or mirror the person who is talking
to you to ensure understanding
positioning - no
crossed arms
gestures -
positive gestures
ASAP PACE Certificate actual
questions and answers 2025
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
interpersonal the exchange of thoughts, feelings, and beliefs between
communication two or more people
Share and collect business data.
Express our ideas and opinions and
understand those of others. Give
Why do we communicate and receive emotional support.
interpersonally? Make decisions and solve problems.
Influence the attitudes and
behaviors of others.
Establish and maintain
relationships.
Collaborate and achieve goals.
verbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
Types of communication
One on one and one to many.
, 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
Levels of Communication 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 Opposing opinions, high stakes, strong emotions
Components
Sender > Message > Receiver
Sender sends and receiver receives.
Communication Cycle Sender encodes the message and sends it.
Receiver decodes the
message and interprets it.
The receiver responds and
becomes the sender.
1. Word Choice
Main 3 Components of 2. Tone of Voice
Communication 3. Body Language
Words - 10% importance, but still important.
Tone - 35% - Becomes important on the
components of telephone. We can read tone of voice in an
communication email as well.
Body language - 55% VERY IMPORTANT when doing
face to face convo.
Context and listening are still important.
Word Choice (% of 10%
meaning)
Tone of Voice (% of 35%
meaning)
Body Language (% of 55%
meaning)
Choose words wisely. Words to avoid are:
Vague words, unclear words, buzzwords,
jargon, obscure, too many words. Indirect.
Overly technical and complicated words. "per
Word Choice 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
Pitch, Pace, Volume, Inflection, Emphasis
Pitch - good
Tone of Voice Elements 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
Eye Contact, Facial Expression, Positioning, Gestures
Eye contact - maintain good eye contact
facial expressions - maintain a neutral
Body Language Elements
expression or mirror the person who is talking
to you to ensure understanding
positioning - no
crossed arms
gestures -
positive gestures
