Download ASAP PACE Certificate Exam Test | 2025- 2026 Complete ASAP Certificate Actual Exam with C and more Exams Business Informatics in PDF only on Docsity!
ASAP PACE Certificate Exam Test | 2025 -
2026 Complete ASAP Certificate Actual
Exam with Correct Verified Answers |
Already Graded A+ Exam
Why do we communicate interpersonally? - ✔✔✔ Correct 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. 5 Options for Processing Email - ✔✔✔ Correct Answer > 1. Delete it
2. Delegate it - read it and send it to someone else if necessary. then put it in pending folder or delete.
**3. Do it (2 min or less) - quick reply. archive it. or pending folder if you're waiting on a response.
- Delay it (more than 2 min to complete) - put it in pending folder
- Archive it (doesn't require response or action) but i want to get to it later for reference** Main 3 Components of Communication - ✔✔✔ **Correct Answer > 1. Word Choice
- Tone of Voice
- Body Language** components of communication - ✔✔✔ Correct 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.
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 - ✔✔✔ Correct 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 - ✔✔✔ Correct 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 - ✔✔✔ Correct 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. we must take all of this into account when deciding how to communicate. Listening - ✔✔✔ Correct Answer > Empathetic listening is when the listener echoes, restates and clarifies.
- 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 - ✔✔✔ 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
- The Socializer
- The Thinker
- 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) - ✔✔✔ Correct Answer > the 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 -
Social Awareness (EQ) - ✔✔✔ Correct Answer > Identify and understand the emotions of others Relationship Management (EQ) - ✔✔✔ Correct Answer > Manage interactions with others successfully Giving and Receiving Feedback - ✔✔✔ Correct Answer > feedback 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.
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 Dealing with conflict - ✔✔✔ Correct Answer > Constructive conflict - This is a productive conflict that can build and improve relationships. Sitting in a meeting room where people have contrasting ideas with different opinions. A good debate is constructive. Destructive conflict - damages the company and productivity. Letting others do this without confronting is unhealthy and cannot be ignored.
Articulate expectations. We do not gossip. we do not condone it. We say "Stop" distance self from the individual who gossips. persuasion and influence - ✔✔✔ Correct Answer > Communication designed to cause an individual (or group) to adopt an idea as their own, which they would not otherwise support. Very Key to communication. Leadership - ✔✔✔ Correct Answer > Leadership is a function of management. You can both manage and lead. the use of power and influence to direct the activities of followers toward goal achievement Level 1 leadership: positional - title based Level 2: Permission - Granted permission to lead something
Level 3: Production - people follow you because of what you did or achieved. Level 4: People development - people follow you because of what you have done to develop those around you and how you helped ppl grow. Level 5: Pinnacle - follow you because of your character and who you are. 5 Levels of Leadership (John Maxwell) - ✔✔✔ Correct Answer > 1. Position
- Permission
- Production
- People development
- Pinnacle Position Leadership - 1 (Rights) - ✔✔✔ Correct Answer > People follow because they have to
aim high and give a little wiggle room to the other side bring proof - why do you deserve the raise remain patient, polite, and persistent. A 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 Acknowledge the request
- you can negotiate a deadline too, not just a salary State what you can do, not what you cannot. Negotiate as needed. "I understand you want this done by Monday. However, I can get this done by Wednesday. Does that sound doable for you?" Managing Up - ✔✔✔ Correct Answer > Ability to influence someone who has authority over you consciously and deliberately developing a meaningful, task-related, mutually respectful relationship with your direct superior. Brainstorming together. Not asking to be managed, but managing yourself with the help of your manager.
written communication - ✔✔✔ Correct Answer > any communication that must be read Prepare, produce and proof is the business writing process. Prepare: the purpose, know the reader, know the information, Outline for longer communication. Produce: Create a first draft, remove distractions, never send a first draft, use templates, stop self-criticism, take breaks to refresh your mind. Proof: Read aloud, print your work for a different view on your words, don't rely on the computer, get an outside perspective. common errors in writing - ✔✔✔ Correct Answer > spelling, grammar, vocabulary, style, format 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 Business Writing Process: Proof Element - ✔✔✔ Correct Answer > Read aloud Print Don't rely on computer Get an outside perspective
