ASAP PACE CERTIFICATE EXAM
QUESTIONS WITH CORRECT VERIFIED
SOLUTIONS 100% GUARANTEED PASS
(LATEST UPDATE)
Communication Cycle - ANS ✓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 - ANS ✓1. Word Choice
2. Tone of Voice
3. Body Language
components of communication - ANS ✓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) - ANS ✓10%
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Tone of Voice (% of meaning) - ANS ✓35%
Body Language (% of meaning) - ANS ✓55%
Word Choice - ANS ✓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 - ANS ✓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 - ANS ✓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
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positioning - no crossed arms
gestures - positive gestures
Context Elements - ANS ✓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 - ANS ✓Empathetic 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:
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-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 - ANS ✓Don't interrupt, remove distractions, nod,
mirror the communicator, take notes
Verbal Listening Skills - ANS ✓Probe, clarify, paraphrase, reflect, encourage
4 Communication Styles - ANS ✓1. 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) - ANS ✓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
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