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WorksheetsCustomers and the Working Community
Total questions: 28
Worksheet time: 22mins
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.
Discrimination is always negative.
TRUE
FALSE
To be in favor of, or against something/someone in a way that is unfair is known as___
discrimination
bias
stereotyping
prejdudice
A tour driver refusing to transport people with tattoos is an example of:
bias
prejudice
stereotype
discrimination
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?
(a)
"All white tourists are rich," is an example of ___
bias
discrimination
prejudice
stereotype
3 of the 5 Core Principles of Customer service are___
(Choose all that apply)
Respect
Attention
Care
Customer Promoter
The Bahamas could be considered a service-based industry.
TRUE
FALSE
Our service does not need to be diverse, since our customers already are.
TRUE
FALSE
The Generation theory explains that the era in which a person is born does NOT affect how they view the world.
TRUE
FALSE
Generalizations are open to changes as new information is given, whereas stereotypes resist new information
TRUE
FALSE
Complete the sentence: ____ are often hurtful
generalizations
stereotypes
attitudes
Which is an example of a stereotype?
Elderly people tend to not know technology.
All old people are not tech saavy.
Old people are generally nice.
Which is an example of a generalization?
Short people are biggity.
All Asians are smart.
Persons from the Middle East are typically conservative.
The shared attitudes, values, goals, customs, traditions and beliefs of a group of people is called _____
generalization
stereotypes
culture
Aspects of Cross-Culture are __?
Values
Language
Values
Beliefs
Values
Family
Language
Beliefs
Communications
Religion
Friends
Customs
Understanding other cultures is important for cross-culture communication.
TRUE
FALSE
DEPENDS
FOUR ELEMENTS OF CROSS-CULTURE COMMUNICATIONS
*Accent
*Verbal Behavior
*Values
*Culture
*Verbal Behavior
*Non-Verbal Behavior
*Communication style
*Values
*Touching
*Values
*Assumptions
*Gestures
____ is an example of a communication style.
Accent
Touching
Assumptions
Compassion
Making gestures is an example of which element of communication?
Verbal Behavior
Non-verbal Behavior
Communication Style
Values
Hand gestures are the same all over the world.
TRUE
FALSE
DEPENS
A culture where the rules of communication are not directly stated but can be seen through body language, tone of voice, status.
High-context culture
Low-contest culture
A culture where the rule of communication is stated through language and is direct.
High-context Culture
Low-context Culture
People can prevent cross-cultural conflicts by learning about other cultures as they experience them.
TRUE
FALSE
