Customers and the Working Community

Attitudes are generally positive or negative.

• TRUE

• FALSE

THE 3 PARTS OF THE MODEL OF ATTITUDES ARE:

(Choose all that apply.)

• AFFECTIVE

• BEHAVIORAL

• BELIEFS

• CONGNITIVE

How a person feels about a person based on their membership in a group is ____.

• prejudice

• discrimination

• stereotype.

Discrimination is ...

• A belief about a group of people.

• How a person feels about another based on their membership.

• Taking an action against another due to their membership.

• What a person thinks, feels, or behaves towards someone or something.

Answer explanation

One's attitude is based on how interactions affect (emotion) you, your behavior (actions), and cognition (thought processes).

Discrimination is always negative.

• TRUE

• FALSE

Answer explanation

Discrimination can be good or bad. A foreigner getting into a college due to college's international student requirements can work in the foreigner's favor or a native.

To be in favor of, or against something/someone in a way that is unfair is known as___

• discrimination

• bias

• stereotyping

• prejdudice

Answer explanation

Think of bias as an opinion.

A tour driver refusing to transport people with tattoos is an example of:

• bias

• prejudice

• stereotype

• discrimination

Answer explanation

Discrimination is action (reaction) as a result of how you feel.

1 core principal of customer service diversity is being __

• Assertive

• Dominant

• Compassionate

• Demanding

Our value systems are shaped in the first ten years of our lives, by our families, communities, significant events and the general era in which we are born. YES or NO?

"All white tourists are rich," is an example of ___

• bias

• discrimination

• prejudice

• stereotype

Answer explanation

Stereotyping is a belief that categorizes a group of persons. (All black people are violent.)