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ASAP PACE CERTIFICATION 2025 - 2026 | BRAND
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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 interpersonal communication - correct answer - the exchange of thoughts, feelings, and beliefs between two or more people 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. Types of communication - correct answer - verbal and nonverbal. Email, phone, memos, IM, social media, face to face. One on one and one to many. Levels of Communication - correct answer - 1. Casual
- Critical
- 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.
Word Choice (% of meaning) - correct answer - 10% Tone of Voice (% of meaning) - correct answer - 35% Body Language (% of meaning) - correct answer - 55% Word Choice - correct 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 - 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.
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 - Emotional hijacking - deeply emotional response to situations and has shut down the rational part of the brain. "road-rage" 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
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. Setting limits and expectations is a good way to mitigate bad conflict. Let minor irritations go. Talk through conflict with solutions in mind and brainstorm with the person. Offer forgiveness and apologize. 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 Silence is implicit agreement and acceptance - don't stay silent, counter with facts, change the subject, distance yourself 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.
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 Aim for win-win Know priorities Be specific 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. The ability to influence someone who has authority over you. No manipulations, no kissing up. Helping to keep your manager on task, on time, on target, manage agenda, being supportive.
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 Business Writing Process: Common Errors / Mistakes - correct answer - Spelling Grammar Vocabulary Style Format Email Etiquette Elements - correct answer - Choose recipients carefully Create effective subject Use proper etiquette (greetings and closings) Simplify and shorten Use formatting features (with caution) Choose recipients carefully. Create good and effective subject lines. One subject per email. Use proper greetings and closings. Hi and thanks. Simplify and shorten - put action items close to the top!! Actions are at the top and easy to read. Use formatting features with caution.
Confidentiality and Ethics - correct answer - the act of holding information in confidence, not to be released to unauthorized individuals. Internal Security threat - correct answer - A security threat caused by individuals or forces within an organization employees, external security threat - correct answer - attacks originating from outside of an organization hackers, former employees, etc Partners security threat - correct answer - vendors, people from other organizations Ethics and Communication Security - correct answer - Do not communicate confidential information. like asking how the bosses kids are. clean desk policy A security policy requiring employees to keep their areas organized and free of papers. The goal is to reduce threats of security incidents by protecting sensitive data.
self-promotion - correct answer - self-promotion communicating your value to others. personal branding The process by which we "market" ourselves to others; involves highlighting personal strengths, interests and unique qualities and identifying goals Networking interact with other people to exchange information and develop contacts, especially to further one's career. Linkedin informal job market referrals to jobs by word of mouth. You know about an opening before it is advertised. articulating success share notable accomplishments - not small ones. Focus on evidence for the accomplishments. find everyday opportunity to articulate success. Always talk about your accomplishments work related. be mindful of timing and keep it brief about accomplishments. Read the room. Project - correct answer - Fixed time frame
