ASAP PACE Certificate (2022 updated)
Convergent thinking - ANSRelies on reason and logic to find the one best answer to a question
Divergent thinking - ANSFocuses on producing a broad variety of ideas
interpersonal communication - ANSthe exchange of thoughts, feelings, and beliefs between two
or more people
Why do we communicate interpersonally? - ANSShare 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 - ANSverbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
One on one and one to many.
Levels of Communication - ANS1. 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 - ANSOpposing opinions, high stakes, strong emotions
Communication Cycle - ANSSender > 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 - ANS1. Word Choice
2. Tone of Voice
3. Body Language
components of communication - ANSWords - 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) - ANS10%
Tone of Voice (% of meaning) - ANS35%
Body Language (% of meaning) - ANS55%
Word Choice - ANSChoose 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 - ANSPitch, 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 - ANSEye 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 - ANSPlace, 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 - ANSEmpathetic 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.
non-verbal listening means
-not interrupting
-removing distractions
-nodding
-mirroring the communicator - similar gestures and movements and positioning
-taking notes
verbal listening means:
-probe/ask questions - dig deeper for more information w/ open-ended questions
-clarify - Yes or no only questions. "did we meet the deadline?"
-paraphrase for understanding in your own words
-reflect - sharing the emotional meaning of what you heard. "it sounds like you are stressed."
- encourage - small affirmations that you give to let people know you are listening. "Yes I see"
"Okay" "wow"
Non-Verbal Listening Skills - ANSDon't interrupt, remove distractions, nod, mirror the
communicator, take notes
Verbal Listening Skills - ANSProbe, clarify, paraphrase, reflect, encourage
4 Communication Styles - ANS1. The Director
2. The Socializer
, 3. The Thinker
4. The Relator
Direct - Director, socializer - politician
Guarded - the director, the thinker
Unguarded - the relator, the socialized - relationships are important
Indirect - the thinker, the relator
Emotional Intelligence (EI) - ANSthe ability to perceive, understand, manage, and use emotions
The elements of emotional intelligence
PERSONAL COMPETENCE:
-Self awareness - aware of own emotions in the moment
-self-management - managing those emotions and behaviors, being professional
SOCIAL COMPETENCE:
-social awareness - Being aware of others emotions and responding positively
-relationship management -
Emotional hijacking - deeply emotional response to situations and has shut down the rational
part of the brain. "road-rage"
Elements of Emotional Intelligence (EQ) - ANSPersonal Competence, Social Competence
Personal Competence (EQ) Elements - ANSSelf-Awareness, Self-Management
Social Competence (EQ) Elements - ANSSocial Awareness, Relationship Management
Self-Awareness (EQ) - ANSUnderstand your own emotions
Self-Management (EQ) - ANSManaging your own emotions and behaviors
Social Awareness (EQ) - ANSIdentify and understand the emotions of others
Relationship Management (EQ) - ANSManage interactions with others successfully
Giving and Receiving Feedback - ANSfeedback should be timely, frequent, consistent, specific,
and private
Give feedback to anyone but be aware of your position and title as well as the hierarchy.
Prescriptive feedback - offer a solution for the problem, tell them what they can do differently
next time.
vs. descriptive feedback - state what didn't work and why
receive negative feedback with grace
receive positive feedback with "thank you."
do not push the spotlight away.
Convergent thinking - ANSRelies on reason and logic to find the one best answer to a question
Divergent thinking - ANSFocuses on producing a broad variety of ideas
interpersonal communication - ANSthe exchange of thoughts, feelings, and beliefs between two
or more people
Why do we communicate interpersonally? - ANSShare 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 - ANSverbal and nonverbal.
Email, phone, memos, IM, social media, face to face.
One on one and one to many.
Levels of Communication - ANS1. 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 - ANSOpposing opinions, high stakes, strong emotions
Communication Cycle - ANSSender > 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 - ANS1. Word Choice
2. Tone of Voice
3. Body Language
components of communication - ANSWords - 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) - ANS10%
Tone of Voice (% of meaning) - ANS35%
Body Language (% of meaning) - ANS55%
Word Choice - ANSChoose 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 - ANSPitch, 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 - ANSEye 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 - ANSPlace, 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 - ANSEmpathetic 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.
non-verbal listening means
-not interrupting
-removing distractions
-nodding
-mirroring the communicator - similar gestures and movements and positioning
-taking notes
verbal listening means:
-probe/ask questions - dig deeper for more information w/ open-ended questions
-clarify - Yes or no only questions. "did we meet the deadline?"
-paraphrase for understanding in your own words
-reflect - sharing the emotional meaning of what you heard. "it sounds like you are stressed."
- encourage - small affirmations that you give to let people know you are listening. "Yes I see"
"Okay" "wow"
Non-Verbal Listening Skills - ANSDon't interrupt, remove distractions, nod, mirror the
communicator, take notes
Verbal Listening Skills - ANSProbe, clarify, paraphrase, reflect, encourage
4 Communication Styles - ANS1. The Director
2. The Socializer
, 3. The Thinker
4. The Relator
Direct - Director, socializer - politician
Guarded - the director, the thinker
Unguarded - the relator, the socialized - relationships are important
Indirect - the thinker, the relator
Emotional Intelligence (EI) - ANSthe ability to perceive, understand, manage, and use emotions
The elements of emotional intelligence
PERSONAL COMPETENCE:
-Self awareness - aware of own emotions in the moment
-self-management - managing those emotions and behaviors, being professional
SOCIAL COMPETENCE:
-social awareness - Being aware of others emotions and responding positively
-relationship management -
Emotional hijacking - deeply emotional response to situations and has shut down the rational
part of the brain. "road-rage"
Elements of Emotional Intelligence (EQ) - ANSPersonal Competence, Social Competence
Personal Competence (EQ) Elements - ANSSelf-Awareness, Self-Management
Social Competence (EQ) Elements - ANSSocial Awareness, Relationship Management
Self-Awareness (EQ) - ANSUnderstand your own emotions
Self-Management (EQ) - ANSManaging your own emotions and behaviors
Social Awareness (EQ) - ANSIdentify and understand the emotions of others
Relationship Management (EQ) - ANSManage interactions with others successfully
Giving and Receiving Feedback - ANSfeedback should be timely, frequent, consistent, specific,
and private
Give feedback to anyone but be aware of your position and title as well as the hierarchy.
Prescriptive feedback - offer a solution for the problem, tell them what they can do differently
next time.
vs. descriptive feedback - state what didn't work and why
receive negative feedback with grace
receive positive feedback with "thank you."
do not push the spotlight away.
