ASAP PACE Certificate
(2022 updated) fully
solved &
updated(graded A+)
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.
(2022 updated) fully
solved &
updated(graded A+)
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.
