ASAP PACE Certification (2023)
Convergent thinking -correct answer Relies on reason and logic to find the one best
answer to a question
Divergent thinking -correct answer Focuses on producing a broad variety of ideas
Levels of Communication -correct answer 1. Casual
2. Critical
3. Crucial
Crucial Communication Components -correct answer Opposing opinions, high stakes,
strong emotions
Communication Cycle -correct answer Sender > Message > Receiver
Main 3 Components of Communication -correct answer 1. Word Choice
2. Tone of Voice
3. Body Language
Word Choice (% of meaning) -correct answer 10%
Tone of Voice (% of meaning) -correct answer 35%
Body Language (% of meaning) -correct answer 55%
Tone of Voice Elements -correct answer Pitch, Pace, Volume, Inflection, Emphasis
Body Language Elements -correct answer Eye Contact, Facial Expression,
Positioning, Gestures
Context Elements -correct answer Place, People, Purpose
Non-Verbal Listening Skills -correct answer Don't interrupt, remove distractions, nod,
mirror the communicator, take notes
Verbal Listening Skills -correct answer Probe, clarify, paraphrase, reflect, encourage
4 Communication Styles -correct answer 1. The Director
2. The Socializer
3. The Thinker
4. The Relator
Elements of Emotional Intelligence (EQ) -correct answer Personal Competence,
Social Competence
,Personal Competence (EQ) Elements -correct answer Self-Awareness, Self-
Management
Social Competence (EQ) Elements -correct answer Social Awareness, Relationship
Management
Self-Awareness (EQ) -correct answer Understand your own emotions
Self-Management (EQ) -correct answer Managing your own emotions and behaviors
Social Awareness (EQ) -correct answer Identify and understand the emotions of
others
Relationship Management (EQ) -correct answer Manage interactions with others
successfully
Prescriptive Feedback -correct answer Offer a solution for the problem - what they
can do different next time
Descriptive Feedback -correct answer State what didn't work and why - no judgement,
stick to the facts
Receiving Positive Feedback -correct answer Accept it, show gratitude, make note
Receiving Negative Feedback -correct answer Listen, clarify, manage emotions
Constructive Conflict -correct answer Can lead to better decisions, more creative
problem solving and stronger relationships
Destructive Conflict -correct answer Creates negative outcomes - broken
relationships, decreased productivity and harms reputations
Handling Gossip -correct answer 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 answer 1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
Position Leadership - 1 (Rights) -correct answer People follow because they have to
Permission Leadership - 2 (Relationships) -correct answer People follow because
they want to
, Production Leadership - 3 (Results) -correct answer People follow because of what
you've done for the organization
People Development Leadership - 4 (Reproduction) -correct answer People follow
because of what you've done for them
Pinnacle Leadership - 5 (Respect) -correct answer People follow because of who you
are and what you represent
Negotiation -correct answer Discussion aimed at reaching an agreement
Collaboration -correct answer Ability to work jointly with others to achieve a goal
Personality -correct answer Combination of characteristics or qualities that form an
individual's distinctive character
Persuasion -correct answer Convincing someone to do something, typically through
reasoning or argument
Influence -correct answer Capacity to affect the people and things around you
Setting Limits -correct answer Acknowledge the request > State what you can do >
Negotiate as needed
Managing Up -correct answer Ability to influence someone who has authority over you
Self-Fulfilling Prophecy (Developing Confidence) -correct answer Show confidence >
positive affirmation > feel confident > positive affirmation
Elements of Confidence -correct answer Capability
Self-presentation
Mindset
Business Writing Process -correct answer Prepare > Produce > Proof
Business Writing Process: Prepare Element -correct answer The purpose
The reader
The information
Outlining
Business Writing Process: Produce Element -correct answer Create first draft
Remove distractions
Utilize templates
Stop self-criticism
Take breaks
Convergent thinking -correct answer Relies on reason and logic to find the one best
answer to a question
Divergent thinking -correct answer Focuses on producing a broad variety of ideas
Levels of Communication -correct answer 1. Casual
2. Critical
3. Crucial
Crucial Communication Components -correct answer Opposing opinions, high stakes,
strong emotions
Communication Cycle -correct answer Sender > Message > Receiver
Main 3 Components of Communication -correct answer 1. Word Choice
2. Tone of Voice
3. Body Language
Word Choice (% of meaning) -correct answer 10%
Tone of Voice (% of meaning) -correct answer 35%
Body Language (% of meaning) -correct answer 55%
Tone of Voice Elements -correct answer Pitch, Pace, Volume, Inflection, Emphasis
Body Language Elements -correct answer Eye Contact, Facial Expression,
Positioning, Gestures
Context Elements -correct answer Place, People, Purpose
Non-Verbal Listening Skills -correct answer Don't interrupt, remove distractions, nod,
mirror the communicator, take notes
Verbal Listening Skills -correct answer Probe, clarify, paraphrase, reflect, encourage
4 Communication Styles -correct answer 1. The Director
2. The Socializer
3. The Thinker
4. The Relator
Elements of Emotional Intelligence (EQ) -correct answer Personal Competence,
Social Competence
,Personal Competence (EQ) Elements -correct answer Self-Awareness, Self-
Management
Social Competence (EQ) Elements -correct answer Social Awareness, Relationship
Management
Self-Awareness (EQ) -correct answer Understand your own emotions
Self-Management (EQ) -correct answer Managing your own emotions and behaviors
Social Awareness (EQ) -correct answer Identify and understand the emotions of
others
Relationship Management (EQ) -correct answer Manage interactions with others
successfully
Prescriptive Feedback -correct answer Offer a solution for the problem - what they
can do different next time
Descriptive Feedback -correct answer State what didn't work and why - no judgement,
stick to the facts
Receiving Positive Feedback -correct answer Accept it, show gratitude, make note
Receiving Negative Feedback -correct answer Listen, clarify, manage emotions
Constructive Conflict -correct answer Can lead to better decisions, more creative
problem solving and stronger relationships
Destructive Conflict -correct answer Creates negative outcomes - broken
relationships, decreased productivity and harms reputations
Handling Gossip -correct answer 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 answer 1. Position
2. Permission
3. Production
4. People development
5. Pinnacle
Position Leadership - 1 (Rights) -correct answer People follow because they have to
Permission Leadership - 2 (Relationships) -correct answer People follow because
they want to
, Production Leadership - 3 (Results) -correct answer People follow because of what
you've done for the organization
People Development Leadership - 4 (Reproduction) -correct answer People follow
because of what you've done for them
Pinnacle Leadership - 5 (Respect) -correct answer People follow because of who you
are and what you represent
Negotiation -correct answer Discussion aimed at reaching an agreement
Collaboration -correct answer Ability to work jointly with others to achieve a goal
Personality -correct answer Combination of characteristics or qualities that form an
individual's distinctive character
Persuasion -correct answer Convincing someone to do something, typically through
reasoning or argument
Influence -correct answer Capacity to affect the people and things around you
Setting Limits -correct answer Acknowledge the request > State what you can do >
Negotiate as needed
Managing Up -correct answer Ability to influence someone who has authority over you
Self-Fulfilling Prophecy (Developing Confidence) -correct answer Show confidence >
positive affirmation > feel confident > positive affirmation
Elements of Confidence -correct answer Capability
Self-presentation
Mindset
Business Writing Process -correct answer Prepare > Produce > Proof
Business Writing Process: Prepare Element -correct answer The purpose
The reader
The information
Outlining
Business Writing Process: Produce Element -correct answer Create first draft
Remove distractions
Utilize templates
Stop self-criticism
Take breaks
