Anti-discrimination laws apply

• To workplaces who adopt anti-discrimination policies

• To most workplaces, depending on their location

• To all workplaces

• To only workplaces where people of non-Englishspeaking backgrounds are employed

An increased appreciation of workplace diversity can lead to

• Increased levels of employee absenteeism

• Decreased levels of employee productivity

• Decreased levels of employee job satisfaction

• Increased levels of employee productivity

When a language barrier impedes communication, it is not helpful to

• speak slowly and clearly

• use short and simple sentences

• allow time for questions and clarification

• repeat the same statement over and over again

"Cultural competence" refers to

• Only managers and employers working and interacting with anyone from a different cultural background

• Only employers

• Only Anglo-Australians working and interacting with anyone from a cultural background

• All people working and interacting with anyone from a different cultural background

The term "cultural safety" applies when people feel

• Threatened by the culture of another person

• Their cultural background is not appreciated or respected

• Their cultural background is appreciated and respected

• Threatened by their own culture

Active Listening is?

• hearing what is being said while being active

• hearing and understanding what is being said

• hearing all active conversations

• hearing, but not understanding what is being said

The three main types of questions are

• outstanding, closed and standard questions

• open, closed and half opened

• open, closed and reflective questions

• open, closed and yes/no questions

Verbal communication can

• enhance the ability to confirm understanding

• be slow to receive a response

• be enhanced with background noice

• ensure mis-interpretation is created

Optical dispensers can use a number of non-verbal communication to portray information to customers. These include

• Body posture, touch and verbal

• Body movement, written notes and eye contact

• Body posture, gestures and eye contact

• Gestures, space and silence

Which of the following is an inappropriate method of reporting unethical behaviour?

• the workplace rumour mill

• writing a letter

• writing a note in the communication book

• speaking with someone face to face