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ASAP PACE Certificate Study Guide
1. Convergent thinking: Relies on reason and logic to find the one best answer to a question
2. Divergent thinking: Focuses on producing a broad variety of ideas
3. interpersonal communication: the exchange of thoughts, feelings, and beliefs between two or
more people
4. Why do we communicate interpersonally?: 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. Types of communication: verbal and nonverbal. Email,
phone, memos, IM, social media, face to face. One on one and one to many.
6. Levels of Communication: 1. Casual
2.Critical
3.Crucial
casual communication: low intensity and casual. "Did you see the show last night?"
2 / 65 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: Per- formance 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.
7. Crucial Communication Components: Opposing opinions, high stakes, strong emotions
8. Communication Cycle: 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.
9. Main 3 Components of Communication: 1. Word Choice
2.Tone of Voice
3.Body Language
10. components of communication: 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.
4 / 65 positive gestures
17. Context Elements: 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.
18. Listening: Empathetic listening is when the listener echoes, restates and clari- fies.
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?"
5 / 65 -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"
19. Non-Verbal Listening Skills: Don't interrupt, remove distractions, nod, mirror the
communicator, take notes
20. Verbal Listening Skills: Probe, clarify, paraphrase, reflect, encourage
21. 4 Communication Styles: 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
22. Emotional Intelligence (EI): 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 -
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34. Receiving Negative Feedback: Listen, clarify, manage emotions
35. Dealing with conflict: 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.
36. Constructive Conflict: Can lead to better decisions, more creative problem solving and
stronger relationships
37. Destructive Conflict: Creates negative outcomes - broken relationships, de- creased
productivity and harms reputations
38. Handling Gossip: 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.
39. persuasion and influence: 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.
40. Leadership: Leadership is a function of management. You can
8 / 65 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.
41. 5 Levels of Leadership (John Maxwell): 1. Position
2.Permission
3.Production
4.People development
5.Pinnacle
42. Position Leadership - 1 (Rights): People follow because they have to
43. Permission Leadership - 2 (Relationships): People follow because they want to
44. Production Leadership - 3 (Results): People follow because of what you've done for the
organization
45. People Development Leadership - 4 (Reproduction): People follow because of what you've
done for them
46. Pinnacle Leadership - 5 (Respect): People follow because of who you are and what you
represent
10 / 65 consciously and deliberately developing a meaningful, task-related, mutually re- spectful 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.
54. Self-Fulfilling Prophecy (Developing Confidence): Show confidence > posi- tive affirmation >
feel confident > positive affirmation
55. Elements of Confidence: Capability Self-
presentation Mindset Show confidence Positive affirmations Feel confident Fake it til you make it but truly believe in your accomplishments and what you CAN DO
56. written communication: 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.
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57. common errors in writing: spelling, grammar, vocabulary, style, format
58. Business Writing Process: Prepare > Produce > Proof
59. Business Writing Process: Prepare Element: The purpose The reader
The information Outlining
60. Business Writing Process: Produce Element: Create first draft Remove
distractions Utilize templates Stop self-criticism Take breaks
61. Business Writing Process: Proof Element: Read aloud Print
Don't rely on computer Get an outside perspective
62. Business Writing Process: Common Errors / Mistakes: Spelling Grammar
Vocabulary Style Format
63. Email Etiquette Elements: 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
13 / 65 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.
76. self-promotion: 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.
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77. Project: Fixed time frame
Temporary Specific pre-defined purpose Distinct results High impact/risk Multi- step Interconnected tasks Require involvement of others
78. Task: Ongoing time frame
More routine and operational Limited impact/risk Single step Completed by one person
79. project manager: An individual who is an expert in project planning and man- agement,
defines and develops the project plan, and tracks the plan to ensure the project is completed on time and on budget Speaker of PACE training vids
80. Project Owner: Person who initiates or sponsors the project and defines high-level
requirements ASAP owns the project
81. Stakeholder: People impacted by the outcome of the project
I am a stakeholder in ASAP PACE project
16 / 65 ex: purchase software based off of the research
88. Concurrent Task: Can be completed at the same time as another task
ex: install software and create training materials based off of the software
89. Safety Margin: Additional time added to estimates to deal with the unexpected (50%)
things might go wrong, so add safety margin in the form of extra weeks or extra budget.
90. Project Management Software: MS Project (Gold Standard) official project managers use
this. Google Docs - cloud based and collaborative MS Office Basecamp - software as a service these are the standard options.
91. Gantt Chart: Visual representation of a project that illustrates a variety of ele- ments at a
glance A roadmap of the breakdown of tasks and how long you have to do the tasks. It tells you when to start to meet the deadline.
92. Best practices for task collection and organization: collect everything decide on
electronic, paper, or hybrid method keep a master and daily list of things to do define next actions. refer to the list frequently to ensure tasks get done. cross things off the list, keeping it up to date.
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93. Only 2.5% of people can multitask without performing worse at either task.: splitting
attention between two things.
94. Switch Tasking - type of multitasking: Rapidly switching from one task to another.
do many things at once while switching from task to task.
95. Background Tasking: Tasks that can be done simultaneously because one or both of them
does not require mental effort. listen to audiobook and clean the house at the same time.
96. Serial Tasking: Completing one task after another in order of priority
97. Rapid Refocus: Ability to focus fully on the task at hand and then smoothly transition
that concentration wholly to the next task what we need to master.
98. Batching: Process of doing all items that are similar in nature in one period of time to
reduce ramp up and slow down time batch by location: doing errands batch by type: batch work that is similar together.
99. Time Blocking: Marking time on the calendar to focus on one specific item or a batch of
items
100. Parkinson's Law: Work will expand or contrast to fill the time available for its
completion
101. Systems: Existing processes by which tasks are completed
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111. Pre-meeting or event: The steps involved in venue selection, catering, invita- tion
process, etc.
112. meeting minutes: notes that describe what was discussed at a meeting, what was
decided, and what actions will follow. Accurate and fact-based. Minutes should always include the date and time of the meeting, leaders names, and names of all participants.
113. post meeting: evaluate meeting, distribute minutes, monitor assigned tasks
114. Travel Management: Create a list of traveler's preferences, favorite hotel, frequent
flier information, which type of seat they prefer on the airplane. making reservations. create a template for travel information: creating an itinerary, where are they going, when, why, how long. create a comprehensive itinerary: create a walk-through of the travel as if you are the traveler but use the person's preferences. cultural norms info. weather info. climate. ease the travel experience.
115. Expense Reporting: Understand documentation such as receipts and ex- penses.
Separate the individuals and separate by category. Limitations: Lower limits: if it is $10 or less then we don't need a receipt.
20 / 65 upper limits: there is a point where they won't re-imburse. such as a dinner over $50. Mileage: IRS guidelines. Reimburse gas expense and wear and tear on the vehicle. Record Keeping: 7 years things need to be kept. How long do things need to be kept and how do they need to be kept.
