Excellence in Business Comm., 10e (Thill) Chapter 3 Communicating in a World World of Diversity
1) "All the characteristics and experiences that define each of us as individuals" is the definition of A) ethnicity. B) diversity. C) culture. D) pluralism. E) none of the above. Answer: Explanation: ) Althou!h Althou!h the concept is often framed framed in terms of ethnic ethnic bac!round# a broader and more useful definition of diversity includes "all the characteristics and experiences that define each of us as individuals." Culture Cu lture is a shared system of symbols# beliefs# attitudes# values# expectations# and norms for behavior. Ethnicity $or ethnic !roup) is a !roup of people whose members identify with each other# throu!h a common herita!e# often consistin! of a common lan!ua!e# a common culture $often includin! a shared reli!ion)# and%or an ideolo!y that stresses common ancestry. &luralism is a condition in which numerous distinct ethnic# reli!ious# or cultural !roups are present and tolerated in a society. 't also includes the belief that such a condition is desirable or socially beneficial. Diff: 1 &a!e (ef: * +ill: Concept ,b-ective: 1 AAC+: Communication Abilities# Abilities# ulticultural ulticultural and Diversity /nderstandin! /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse diverse world. ) Diversity in the worplace can be based on differences in A) ethnic herita!e. ) reli!ion. C) a!e. D) !ender. E) all of the above. Answer: E Explanation: E) Diversity includes includes differences in everythin! everythin! from a!e and !ender to reli!ion reli!ion and ethnic herita!e to !eo!raphy and military experience. erc pharmaceutical company identifies 12 different dimensions of diversity# includin! race# a!e# military experience# parental status# marital status# and thinin! style. All the other answers are -ust one facet for a !roup to be diverse. Diff: &a!e (ef: * +ill: Critical 3hinin! ,b-ective: 1 AAC+: Communication Abilities# Abilities# ulticultural ulticultural and Diversity /nderstandin! /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse diverse world.
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6) Applied to nonwhite /.+. residents# the term minority is minority is ) increasingly inaccurate. ) still accurate in states such as California and 3exas. 3exas. C) accurate only for the female population. D) the only politically correct option. E) more accurate than ever before. Answer: A Explanation: A) 3he term minority minority as it applies to nonwhite residents maes less and less less sense every year. 'n California and 8ew exico# several do9en lar!e cities# and about 15 percent of the counties across the /nited +tates# Caucasian Americans mae up less than half of the population. 't does not mae sense that the term minority is only accurate for the female population as any !roup can be b e a minority. Diff: &a!e (ef: +ill: Application ,b-ective: 1 AAC+: Dynamics of the ;lobal Economy 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse diverse world. <) Culture influences a person=s understandin! of A) words. ) nonverbal si!nals. C) use of time and space. D) roles and status. E) all of the above. Answer: E Explanation: E) Every attempt to send send and receive messa!es is influenced by culture. 3he way you communicate is deeply influenced by the culture in which you were raised. 3he meanin! of words# the si!nificance of !estures# the importance of time and space# the rules of human relationships > these and many other aspects of co mmunication are defined by culture. 3o a lar!e de!ree# your culture influences the way you thin# which naturally affects the way you communicate as both a sender and an d a receiver. Diff: &a!e (ef: 2 +ill: Critical 3hinin! ,b-ective: AAC+: Communication Abilities# Abilities# ulticultural ulticultural and Diversity /nderstandin! /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse diverse world.
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?) any difficulties in intercultural communication occur because people in different cultures have different A) !enetics. B) assumptions about ho! people should thin"# behave# and communicate. C) environments. D) media. E) views# but all the same core values. Answer: Explanation: ) 'ntercultural communication is much more complicated than simply matchin! lan!ua!e between sender and receiver > it !oes beyond mere words to beliefs# values# and emotions. Do not assume that others will act the same way you do# use lan!ua!e and symbols the same way you do# or even operate from the same values and beliefs. ;enetics# environments# and media do not cause difficulties in communication. &eople in different cultures have different views and fre@uently different core values. Diff: &a!e (ef: *5 +ill: Concept ,b-ective: 1 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. ) hen you react ethnocentrically# you ) assume that your culture is superior to others. ) reco!ni9e the differences that exist between your culture and other cultures. C) focus on the possibility that your words and actions will be misunderstood. D) show respect for other cultures. E) do all of the above. Answer: A Explanation: A) Ethnocentrism is the tendency to -ud!e other !roups accordin! to the standards# behaviors# and customs of one=s own !roup. ;iven the automatic influence of one=s own culture# when people compare their culture to others# they often conclude that their own !roup is superior. 'f you reco!ni9e the differences that exist between your culture and others# focus on the possibility that your words and actions will be misunderstood# or show respect for other cultures# you are not reactin! ethnocentrically. Diff: &a!e (ef: *5 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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*) Benophobia is the fear of A) crises. ) worin! in unfamiliar environments. C) strangers and foreigners. D) chan!e. E) lar!e cities. Answer: C Explanation: C) Benophobia is a more extreme reaction than ethnocentrism. 't is a fear of stran!ers and forei!ners. usiness people who tae these views are not liely to communicate successfully across cultures. Diff: &a!e (ef: *5>*1 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. ) 3he practice of acceptin! multiple cultures on their own terms is nown as A) ethnocentrism. B) cultural pluralism. C) ethno!raphy. D) stereotypin!. E) dynamics. Answer: Explanation: ) 3hose who want to show respect for other people and to communicate effectively in business need to adopt a more po sitive viewpoint# in the form of cultural pluralism > the practice of acceptin! multiple cultures on their own terms. hen crossin! cultural boundaries# you will be even more effective if you more beyond simple acceptance and adapt your own communication style to that of the new cultures you encounter > even inte!ratin! aspects of those cultures into your own. Diff: &a!e (ef: *1 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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2) Ethnocentrism can be overcome in part by ) avoiding assumptions. ) -ud!in! other !roups accordin! to your own standards. C) i!norin! the distinctions amon! cultures. D) rememberin! that people from other cultures communicate in ways that are inferior to your own. E) assertin! the superiority of your own culture. Answer: A Explanation: A) Ethnocentrism can be overcome by adoptin! a more positive viewpoint in the form of cultural pluralism. 7ere are simple habits to help: Avoid assumptions. Do not assume that others will act the same way you do# use lan!ua!e and symbols the same way you do# or even operate from the same values and beliefs. Diff: &a!e (ef: *1 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 15) Cultural differences appear in a number of important areas# includin! A) nonverbal si!nals. ) !ender. C) reli!ion. D) attitudes toward wor and success. E) all of the above. Answer: E Explanation: E) ou can be!in to learn how people in other cultures want to be treated by reco!ni9in! and accommodatin! ei!ht main types of cultural differences: contextual# le!al and ethical# social# nonverbal# a!e# !ender# reli!ious# and ability. 3he other answers are -ust one important area. Diff: &a!e (ef: *1 +ill: Concept ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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11) 'n hi!h>context cultures# ) people rely more on nonverbal circumstances and cues to convey meaning. ) people rely less on the environmental settin! to convey meanin!. C) the rules of everyday life are hi!hly explicit. D) a!!ressive ne!otiation is expected and common. E) all of the above occur. Answer: A Explanation: A) 'n a hi!h>context culture# people rely less on verbal communication and more on the context of nonverbal actions and environmental settin! to convey meanin!. or instance# a Chinese speaer expects the receiver to discover the essence of the meanin! and uses indirectness and metaphor to provide a web of meanin!. 3he indirect style can be a source of confusion durin! discussions with people from low>context cultures# who are more accustomed to receivin! direct answers. Diff: &a!e (ef: *1 +ill: Application ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 1) 3o convey meanin! in a low>context culture such as the one existin! in ;ermany# people rely more on A) !estures and vocal inflection. ) indirectness and metaphors. C) situational cues. D) e$plicit verbal communication.
E) facial expressions. Answer: D Explanation: D) 'n a low>context culture such as the /.+.# people rely more on verbal communication and less on circumstances and cues to convey meanin!. 'n such cultures# rules and expectations are usually spelled out throu!h explicit statements such as "&lease wait until '=m finished" or "ou=re welcome to browse." 3he primary tas of communication in low>context cultures is exchan!in! information. 3he other answers are thin!s you would see in a hi!h>context culture. Diff: &a!e (ef: *1 +ill: Application ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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16) hen it comes to decision>main! customs# 8orth American executives ) tend to focus on the results of the decisions they face. ) prefer to mae their deals slowly# after much discussion. C) spend a lot of time on each little point to display their !ood faith. D) arrive at decisions throu!h consensus# after an elaborate and time>consumin! process. E) will almost always !ive in if it allows them to avoid offendin! the other party. Answer: A Explanation: A) Contextual differences are apparent in the way business people approach situations such as decision main!# problem solvin!# ne!otiatin!# and interaction amon! levels in the worplace. or instance# in low>context cu ltures# business people tend to focus on the results of the decisions they face# a reflection of the cultural emphasis on lo!ic and pro!ress. Diff: &a!e (ef: * +ill: Application ,b-ective: 6 AAC+: Dynamics of the ;lobal Economy 0earnin! ,utcome: Discuss the challen!es and importance of business communications. 1<) Compared to low>context cultures# hi!h>context cultures tend to tae a$n) approach re!ardin! the meanin! of business contracts. A) e@ually flexible ) more literal C) more fle$ible D) more a!!ressive E) none of the above Answer: C Explanation: C) 'n a hi!h>context culture# people rely less on verbal communication and more on the context of nonverbal actions and environmental settin! to convey meanin!. Also# in these cultures# the rules of everyday life are rarely explicitF instead# as individuals !row up# they learn how to reco!ni9e situational cues $such as !e stures and tone of voice) and how to respond as expected. 3he primary role of communication in hi!h>context cultures is buildin! relationships# not exchan!in! information. +ince hi!h>context cultures are rarely explicit# they are more flexible# less literal# and less a!!ressive. Diff: &a!e (ef: * +ill: Concept ,b-ective: 6 AAC+: Dynamics of the ;lobal Economy 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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1?) &eople in the /nited +tates !enerally ) vie! hard%earned material comfort as a !orthy goal. ) believe that people who wor hard are no better than those who don=t wor hard. C) condemn materialism and pri9e a carefree lifestyle. D) spend far less time on the -ob than ;erman worers. E) view luxury and comfort as harmful. Answer: A Explanation: A) +ocial norms can vary from culture to culture in attitudes toward wor and success. 'n the /.+. a widespread view is that material comfort earned by individual effort is a si!n of superiority and that people who wor hard are better than those who do not. 3he other answers are the opposite of many /.+. attitudes toward wor and success. Diff: &a!e (ef: *6 +ill: Application ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 1) omen executives who travel abroad A) can count on bein! treated with respect# re!ardless of the countries they visit. ) should always assume that they will not be taen seriously as businesspeople. C) may not be ta"en seriously as businesspeople# depending on the culture. D) should insist on meetin! only with other female execu tives. E) are almost always treated with more respect outside the /.+. Answer: C Explanation: C) 3he perception of men and women in business varies from culture to culture# and these differences can affect communication efforts. 'n some cultures# men hold most or all positions of authority# and women are expected to play a more subservient role. emale executives who visit these cultures may not be taen seriously until they successfully handle challen!es to their nowled!e# capabilities# and patience. Diff: 1 &a!e (ef: *< +ill: Concept ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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1*) Asin! a collea!ue "7ow was your weeendG" is A) an effective !reetin! in any culture. B) accepted in the &.'.# but considered intrusive in some cultures. C) never acceptable in a business environment. D) !rounds for a lawsuit. E) offensive to members of every low>context culture. Answer: Explanation: ) hat is polite in one culture may be considered rule in another. or instance# asin! a collea!ue "7ow was your weeendG" is a common way of main! small tal in the /.+.# but the @uestion sounds intrusive to pe ople in cultures in which business and private lives are seen as separate spheres. 3herefore# it is not an effective !reetin! in every culture. 'n the /.+. and some other cultures# it is acceptable in a business environment and is not !rounds for a lawsuit. &eople in low>context cultures may or may n ot be offended by the @uestion. Diff: &a!e (ef: *6 +ill: Application ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 1) eetin! a deadline is !enerally less important than buildin! a relationship for businesspeople in A) technical career fields. ) low>context cultures. C) high%conte$t cultures. D) hi!h>payin! positions. E) environments that emphasi9e teamwor and collaboration. Answer: C Explanation: C) Executives in hi!h>context cultures often see time as more flexible. eetin! a deadline is less important than buildin! a business relationship. &eople in low>context cultures see time as a way to plan the business day efficiently# often focusin! on only one tas durin! each scheduled period and viewin! time as a limited resource. Attitudes about meetin! deadlines has nothin! to do with technical career fields# hi!h>payin! positions# or environments that emphasi9e teamwor and collaboration. eetin! dead lines is more important in low>context cultures. Diff: &a!e (ef: *6 +ill: Application ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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12) hen it comes to plannin! for the future# A) people of all cultures view it as a valuable tas. ) individual views may differ# but it is not a cultural issue. C) some societies tend to vie! it as a !aste of time. D) youn!er worers tend to place more value on it than older counterparts. E) none of the above. Answer: C Explanation: C) +uccessful companies tend to have a stron! future orientation# plannin! for and investin! in the future# but national cultures around the world vary widely in this viewpoint. +ome societies encoura!e a lon!>term outloo that emphasi9es plannin! and investin! > main! sacrifices in the short term for the promise of better outcomes in the future. ,thers are oriented more toward the present# even to the point of viewin! the future as hopelessly remote and not worth plannin! for. Attitudes about plannin! for the future have nothin! to do with youn!er or older worers. Diff: &a!e (ef: *6 +ill: Concept ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 5) Associatin! youth with stren!th and a!e with declinin! powers is A) a universal trait that characteri9es all cultures. ) common in European cultures# but not in the /.+. C) common in the &.'.# but not in many sian societies . D) an outdated practice. E) a politically correct approach. Answer: C Explanation: C) 'n /.+. culture# youth is often associated with stren!th# ener!y# possibilities# and freedom. ,lder worers are sometimes viewed as havin! dec linin! powers and the inability to eep pace. 'n cultures that value a!e and seniority# lon!evity earns respect and increasin! power and freedom. 'n many Asian societies# the oldest employees hold the most powerful -obs# the most impressive titles# and the !reatest de!rees of freedom and decision>main! authority. hile it is not an outdated practice# it is also not a politically correct approach. Diff: &a!e (ef: *< +ill: Concept ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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1) hen adaptin! to other cultures# the ";olden (ule" is A) a helpful principle to follow. B) less effective than treating others the !ay they !ant to be treated. C) helpful# but only in Asian countries. D) helpful only when dealin! with others in their "!olden" years. E) none of the above. Answer: Explanation: ) ,ne !ood !uideline to help all communicators improve their cultural competency is to i!nore the ";olden (ule." ou probably heard this !rowin! up: "3reat people the way you want to be treated." 3he problem with the ;olden (ule is that other people do not always want to be treated the same way you want to be treated# particularly across cultural boundaries. 3he best approach: 3reat people the way they want to be treated. Diff: &a!e (ef: * +ill: Critical 3hinin! ,b-ective: < AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. ) 0earnin! about an unfamiliar culture A) can be accomplished only by livin! amon! its people. ) is !enerally a waste of timeHno one in business expects you to do so. C) is a !orthy underta"ingeven if you learn only a small amount. D) re@uires at least one year of study before it is meanin!ful. E) is a bad idea# since it almost always leads to overconfidence and embarrassin! mistaes. Answer: C Explanation: C) Effectively adaptin! your communication efforts to another culture re@uires not only nowled!e about the culture but also the ability and motivation to chan!e your personal habits as needed. ortunately# you do not need to learn about the whole world all at once. Even a small amount of research and practice will help you !et throu!h many business situations. &lus# most people respond positively to honest effort and !ood intentions# and many business associates will help you alon! if you show an interest in learnin! more about their cultures. ou can learn about an unfamiliar culture by readin! boos# newspapers# ma!a9ines# an d websites. ou can also listen to music or watch movies from other countries. Diff: &a!e (ef: **>* +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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6) 'f you will be livin! in another country where En!lish is not the official lan!ua!e but you will be doin! business in En!lish# you A) will not need to learn that country=s lan!ua!e. ) should learn only those words that are absolutely necessary for !ettin! around. C) !ill sho! respect by ma"ing an effort to learn the language. D) should only deal with natives who can spea En!lish. E) demand that a translator be present for all conversations. Answer: C Explanation: C) Even if your collea!ues or customers in another country spea your lan!ua!e# it is worth the time and ener!y to learn common phrases in theirs. 0earnin! the basics not only helps you !et throu!h everyday business and social situations but also demonstrates your commitment to the business relationship. After all# the other person probably spent years learnin! your lan!ua!e. Diff: ? &a!e (ef: *2 +ill: Application ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. <) 0etters from Iapanese businesspeople tend to be than those written in the /nited +tates. A) more direct B) less direct C) less interestin! D) shorter E) better illustrated Answer: Explanation: ) &rofessionals from hi!h>context cultures such as Iapan and China tend to be much less direct. /.+. business people tend to be more direct. Diff: &a!e (ef: 5 +ill: Application ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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?) 'n !eneral# business correspondence in other countries is often than that written by /.+. businesspeople. A) less formal B) more formal C) more humorous D) less direct E) none of the above Answer: Explanation: ) 'n !eneral# business correspondence in other countries is often more formal than the style used by /.+. business people. Communication style > includin! the level of directness# the de!ree of formality# media preferences# and other factors > varies widely from culture to culture. Jnowin! what your communication partners expect can help you adapt to their particular style. Directness varies dependin! on whether the culture is hi!h or low context. Diff: &a!e (ef: 5 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. ) hen writin! for multicultural audiences# it is often helpful to ) use simple sentences and short paragraphs. ) be direct and assertive. C) address international correspondence exactly as you would in the /.+. D) explain that you aren=t sure about what they expect. E) apolo!i9e in advance for any mistaes. Answer: A Explanation: A) ritin! clearly is always important# but it is essential when you are writin! to people whose first lan!ua!e is not En!lish. hen writin! to someone whose first lan!ua!e is not En!lish# be brief. /se simple sentences and short para!raphs# breain! information into smaller chuns that are easier for readers to process. Diff: 1 &a!e (ef: 5 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: &lan and prepare business messa!es.
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*) hen writin! letters to businesspeople in other countries# you should A) use an informal# friendly tone. ) eep your sentences and para!raphs lon!. C) be va!ue and !eneral in your wordin!. D) ma"e generous use of transitional !ords and phrases. E) use the passive voice exclusively. Answer: D Explanation: D) A !ood way to mae sure your messa!e is understood is to use plenty of transitions. 7elp readers follow your train of thou!ht by usin! transitional words and p hrases. or example# tie related points to!ether with expressions such as "in addition#" "first#" and "second." Diff: &a!e (ef: 5 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: &lan and prepare business messa!es. ) hen preparin! a messa!e to someone from another culture# you should A) never write more than a sin!le para!raph. ) assume that the audience is familiar with common /.+. phrases and references. C) be sure to remove all !raphics# in case they mi!ht offend someone. D) be careful to e$press numbers and dates in the format used in that persons culture. E) write in simple sentences only. Answer: D Explanation: D) 'n the /.+.# 1>?>11 means December ?# 511# but in many other countries it means ay 1# 511. Dates in Iapan and China are usually expressed with the year first# followed by the month and then the day. 3herefore# to write December ?# 511 in Iapan# write it as 511>1>?. +imilarly# in the /.+. and ;reat ritain 1.555 means one with three decimal places# but it means one thousand in many European countries. Diff: &a!e (ef: 1 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: &lan and prepare business messa!es.
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2) hen writin! to audiences whose first lan!ua!e is not En!lish# usin! humor is !enerally ) a bad idea# since *o"es usually depend on culture%specific information. ) an excellent way to establish a positive relationship. C) acceptable# but only in hi!h>context cultures. D) acceptable# but only in low>context cultures. E) a !ood way to establish rapport# but only if you stic to ethnocentric -oes. Answer: A Explanation: A) ritin! clearly is always important# but it is essential when you are writin! to people whose first lan!ua!e is not En!lish. ,ne recommendation is to avoid humor and references to popular culture. Ioes and references to popular entertainment usually rely on culture specific information that mi!ht be completely unnown to your audience. ;iven the hi!h reliance on culture# it is not a !ood way to establish a positive relationship. (e!ardless of hi!h or low context# humor is still hi!hly dependent upon nowin! and understandin! the culture of the writer. Ethnocentric -oes do not show respect to the audience=s culture. Diff: &a!e (ef: +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: &lan and prepare business messa!es. 65) hich of the followin! sentences contains an idiomatic expressionG A) ,ur monthly sales @uota is unrealistic. ) e don=t expect to meet our monthly sales @uota. C) +a"ing our monthly sales ,uota !ill be a piece of ca"e. D) 3he sales @uota is very reasonable. E) 3hese products are all @uite popular. Answer: C Explanation: C) Everyday speech and writin! are full of slan! and idiomatic phrases. 3hese phrases are phrases that mean more than the sum of their literal parts. Examples from /.+. En!lish include "off the top of my head" and "more ban! for the buc." our audience may have no idea what you are talin! about when you use such phrases. Diff: &a!e (ef: 1 +ill: Application ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: &lan and prepare business messa!es.
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61) 3o En!lish>speain! /.+. listeners# Arabic speech may sound ) e$cited or angry. ) disinterested. C) timid. D) excessively soft. E) all of the above. Answer: A Explanation: A) 0an!ua!es vary considerably in the si!nificance of tone# pitch# speed# and volume# which can create challen!es for people tryin! to interpret the explicit meanin! of words themselves as well as the overall nuance of a messa!e. (outine Arabic speech can sound excited or an!ry to an En!lish>speain! /.+. listener. Disinterested# timid# and excessively soft do not sound excited or an!ry. Diff: < &a!e (ef: +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 6) hen speain! in En!lish to people who use En!lish as a second lan!ua!e# the best approach is to A) for!et about feedbacF -ust mae sure you !e t your messa!e across. ) repeat your sentences often# a little louder each time. C) spea" slo!ly and clearly. D) use plenty of ad-ectives such as fantastic and fabulous. E) limit your sentences to no more than ? words each. Answer: C Explanation: C) 3o be more effective in intercultural conversations# remember to spea slowly and clearly. All the other answers do not ensure that you will be effective in intercultural conversations. Diff: &a!e (ef: 6 +ill: Critical 3hinin! ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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66) Durin! conversations with non>native En!lish speaers# you shou ld A) immediately rephrase statements they don=t seem to understand. ) avoid payin! too much attention to nonverbal feedbac. C) avoid includin! any words or phrases from their native lan!ua!e. D) write everythin! down before you say it# and show it to the other person as you spea. E) do none of the above. Answer: E Explanation: E) 8one of these answers will help the speaer or the audience in intercultural conversations. 3o be more effective in intercultural conversations# remember to 1) spea slowly and clearlyF ) don=t rephrase until it=s absolutely necessary $immediately rephrasin! somethin! you have said doubles the translation worload for the listener)F 6) loo for and and as for feedbac to mae sure your messa!e is !ettin! throu!hF <) do not tal down to the other person by overenunciatin! words or oversimplifyin! sentencesF and ?) at the end of the conversation# double>chec to mae sure you and the listener a!ree on what has been said and decided. Diff: &a!e (ef: 6 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. >6<) hen speain! with someone from another culture# avoid ) tal"ing do!n to the other person. ) usin! any forei!n phrases. C) payin! any attention to the person=s body lan!ua!e. D) asin! for clarificationHit mi!ht offend them. E) doin! all of the above. Answer: A Explanation: A) 3o be more effective in intercultural conversations# remember not to tal down to the other person by overenunciatin! words or oversimplifyin! sentences. 3he other answers are tips you should do when talin! to someone from another culture. Diff: &a!e (ef: 6 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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6?) 'f you translate a messa!e from En!lish into another lan!ua!e# it is a !ood idea to A) translate it word for word. B) have it bac"%translated. C) use several translators. D) rely on internet translators alone# since they are usually more accurate than humans. E) do all of the above. Answer: Explanation: ) +ome companies use bac>translation to ensure accuracy. ,nce a translator encodes a messa!e into another lan!ua!e# a different translator retranslates the same messa!e into the ori!inal lan!ua!e. 3his bac>translation is then compared with the ori!inal messa!e to discover any errors or discrepancies. A variety of software products offer translation cap abilities# from individual words and phrases to documents and entire webpa!es. Althou!h none of these tools can translate as well as human experts# they can often !ive you the overall !ist of a messa!e. +ome words do not have an exact word to match it in another lan!ua!e# so it is not always possible to translate word for word. Diff: &a!e (ef: < +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 6) Communication and culture A) are completely unrelated. ) are only sli!htly related. C) are so closely related that separating the t!o is virtually impossible. D) were once closely related# but have become separate thans to the 'nternet. E) present challen!es# but all of them can be overcome by learnin! the lan!ua!e of your audience. Answer: C Explanation: C) Every attempt to send and receive messa!es is influenced by culture# so to communicate successfully# you need a basic !rasp of the cultural differences you may encounter and how you should handle them. 3he interaction of culture and communication is so pervasive that separatin! the two is virtually impossible. 3he way you communicate is deeply influenced by the culture in which you were raised. 3he meanin! of words# the si!nificance of !estures# the importance of time and space# the rules of human relationships > these and many other aspects of communication are defined by culture. 3o a lar!e de!ree# your culture influences the way you thin# which naturally affects the way you communicate as both a sender and a receiver. Diff: &a!e (ef: +ill: Concept ,b-ective: 1 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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6*) Cultural competency refers to ) the ability to ad*ust ones communication style to accommodate cultural differences. ) a state of bein! economically independent accordin! to the standards of a particular culture. C) the ability to spea more than one lan!ua!e. D) a broad nowled!e of culture# includin! music# art# and theatre. E) none of the above. Answer: A Explanation: A) Cultural competency is an appreciation for cultural differences that affect communication and the ability to ad-ust one=s communication style to ensure that efforts to send and receive messa!es across cultural boundaries are successful. 't re@uires a combination of attitude# nowled!e# and sills. Diff: &a!e (ef: *5 +ill: Concept ,b-ective: 1 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 6) ost people belon! to A) only one culture. ) only one culture at a time# but it can chan!e over their lifetime. C) several different cultures. D) all culturesHalthou!h most do not reali9e it. E) no culture at all# due to increased !lobali9ation. Answer: C Explanation: C) Culture is a shared system of symbols# beliefs# attitudes# values# expectations# and norms for behavior. our cultural bac!round influences the way you prioriti9e what is important in life# helps define your attitude toward what is ap propriate in a situation# and establishes rules of behavior. 'n addition to the culture you share with all the people who live in your own country# you belon! to other cultural !roups# includin! an ethnic !roup# possibly a reli!ious !roup# and perhaps a profession that has its own special lan!ua!e and customs. Diff: &a!e (ef: *5 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Discuss the challen!es and importance of business communications.
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62) hen it comes to core values# A) all cultures are basically the same. ) the /.+. has a lot in common with Iapanese and Arab cultures. C) cultures no lon!er have any. D) every culture values individualism and old>fashioned hard wor. E) many cultures have very little (or nothing) in common !ith others. Answer: E Explanation: E) Do not assume that others will act the same way you do# use lan!ua!e and symbols the same way you do# or even operate from the same values and beliefs. or instance# in a comparison of the 15 most important values in the /.+.# Iapan# and Arab cultures# the people from the /.+. had no values in common with people from the other two cultures. 'n the /.+.# youth is often associated with stren!th# ener!y# and possibilities# while a!e is sometimes associated with declinin! powers and the inability to eep pace. 'n many Asian societies# the oldest employees hold the most powerful -obs# the most impressive titles# and the !reatest de!rees of freedom. ,ther cultures value relationships# consensus# and !roup harmony over independence and individual accomplishment. Diff: &a!e (ef: *1 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. <5) ,penness and inclusiveness ) are not characteristics of many cultures# !hose members display a general un!illingness to accommodate outsiders. ) characteri9e all cultures# wherever they are found. C) are not truly characteristic of any culture# althou!h some try to claim them. D) are typical only of small# dyin! cultures. E) will eventually weaen and destroy any culture. Answer: A Explanation: A) Cultures can differ widely and vary in their rate of chan!e# de!ree of complexity# and tolerance toward outsiders. 3hese differences affect the level of trust and openness that can be achieved when communicatin! with people of other cultures. At both the national level and within smaller !roups# cultures vary on how open they are to acceptin! people from other cultures and people who do not necessarily fit the prevailin! norms within the culture. An unwillin!ness to accommodate others can ran!e from outri!ht exclusion to subtle pressures to conform to ma-ority expectations. /.+. worers typically prefer an open and direct communication style. Diff: &a!e (ef: *5 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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<1) hich of the followin! is not a common nonverbal difference amon! various culturesG A) personal space ) formality C) facial expressions D) !reetin!s E) t o neo fv oi c e
Answer: E Explanation: E) 8onverbal communication can be a reliable !uide to determinin! the meanin! of a messa!e > but this situation holds true only if the sender and receiver assi!n the same meanin! to nonverbal si!nals. Even the simplest hand !estures can mean two different thin!s in ra9il and Colombia. 3he best advice is to observe the way people behave in the followin! areas: !reetin!s# personal space# touchin!# facial expressions# eye contact# posture# and formality. Diff: &a!e (ef: *6>*< +ill: Concept ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. <) Compared to youn!er employees# older worers A) are less respected in all cultures. ) are more respected in all cultures. C) can offer broader e$perience and high degrees of -practical intelligence.D) are !enerally not hi!hly respected in Asian societies. E) almost never find themselves in !enerational conflict with coworers. Answer: C Explanation: C) ,lder worers can offer broader experience# the benefits of important business relationships nurtured over many years# and hi!h de!rees of "practical intelli!ence" > the ability to solve complex# poorly defined problems. 'n /.+. culture# a!e is sometimes associated with declinin! powers and the inability to eep pace. 7owever# in many Asian societies# the oldest employees hold the most powerful -obs# the most impressive titles# and the !reatest de!rees of freedom and decision main! authority. 3oday=s worplaces can have three or even four !enerations worin! side by side. Each of these !enerations has been shaped by dramatically different world events# social trends# and technolo!ical advances# so it is not surprisin! that they often have different values# expectations# and communication h abits. Diff: &a!e (ef: *< +ill: Concept ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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<6) Companies concerned that reli!ious differences may cause friction amon! employees A) must still# by law# allow worers to en!a!e in reli!ious activities at wor. B) have# in many cases# forbidden employees from engaging in religious activities at !or". C) should hire worers who are all of the same reli!ion. D) have found that it rarely occurs# no matter the si9e of their worforce. E) have found that it is best to let employees wor out differences on their own# even when it interferes with productivity. Answer: Explanation: ) (eli!ion brin!s potential for controversy in a wor settin!. ,n the one hand# some employees feel they should be able to express their beliefs in the worplace and not be forced to "chec their faith at the door." 7owever# companies want to avoid situations in which openly expressed reli!ious differences cause friction between employees or distract them from their responsibilities. &roctor K ;amble# a company admired for its diversity policies# is amon! the firms that do not allow or!ani9ed reli!ious activities at their facilities. Diff: &a!e (ef: *? +ill: Concept ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. <<) Ability differences amon! employees and customers ) have led many companies to ma"e !ebsites more accommodating to persons !ith disabilities . ) disappear when those individuals enter worplaces. C) sometimes cause problems when individuals access the 'nternet# but only in rare cases. D) are important# but not related to culture. E) are impossible to accommodate when it comes to web accessibility. Answer: A Explanation: A) Collea!ues and customers with disabilities that affect communication represent an important aspect of the diversity picture. &eople whose hearin!# vision# co!nitive ability# or physical ability to operate electronic devices is impaired can be at a si!nificant disadvanta!e in today=s worplace. 3o help# desi!ners can emphasi9e web accessability# tain! steps to mae websites more accessible to people whose vision is limited. Employers can invest in a variety of assistive technolo!ies that help people with disabilities perform activities that mi!ht otherwise be difficult or impossible. 3hose technolo!ies include devices and systems that help worers communicate orally and visually# interact with computers and other e@uipment# and en-oy !reater mobility in the worplace. 3here are ei!ht main types of cultural differences: contextual# le!al and ethical# social# nonverbal# a!e# !ender# reli!ious# and ability. Diff: &a!e (ef: * +ill: Concept ,b-ective: 6 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin!# /se of '3 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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** +ill: Concept ,b-ective: < AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. <) 'f you are preparin! to conduct business with others from a different culture# A) anythin! less than a year=s worth of research and practice will not mae a difference. ) you shouldn=t waste time tryin! to learn about the unfamiliar cultureH-ust do what comes naturally. C) unless you can immerse yourself completely in the u nfamiliar culture# your efforts will not pay off. D) even a small amount of research and practice !ill help you get through most business situations. E) you should expect them to set aside their expectations and accommodate yours. Answer: D Explanation: D) Even a small amount of research and practice will help you !et throu!h many business situations. 'n addition# most people respond positively to honest effort and !ood intentions and many business associates will help you alon! if you show an interest in learnin! more about their cultures. ou will !radually accumulate considerable nowled!e# which will help you feel comfortable and be effective in a wide ran!e of business situations. 3here is no minimum amount of time or effort that must be spent to unde rstand another=s culture. Diff: &a!e (ef: * +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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<*) hen writin! to audiences whose first lan!ua!e is not En!lish# usin! plenty of transitions ) helps readers follo! your train of thought. ) is insultin!# since it will seem that you are talin! down to them. C) will confuse readers# since it will mae your messa!e lon!er. D) is useful only if your readers belon! to a hi!h>context culture. E) should be avoided# since it will mae your writin! sound simple and unsophisticated. Answer: A Explanation: A) ritin! clearly is always important# but it is essential when you are writin! to people whose first lan!ua!e is not En!lish. ,ne recommendation is to use plenty of transitions. 7elp readers follow your train of thou!ht by usin! transitional words and phrases. 3alin! down would be overenunciatin! words or oversimplifyin! sentences. 7elpin! your reader follow your train of thou!ht with transitions will not confuse them and is useful re!ardless of whether the reader comes from a hi!h or low context culture. Diff: &a!e (ef: 5 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. <) Citin! numbers and dates A) does not differ amon! cultures. ) differs sli!htly amon! cultures# but is consistent amon! all that are low>context. C) varies so widely amon! cultures that it is impossible to accommodate expectations. D) should be done carefully !hen communicating !ith audiences from other cultures. E) should always follow European style# unless you are communicatin! with others in the /.+. Answer: D Explanation: D) ou should always cite numbers and dates carefully. 'n the /.+.# 1>?>11 means December ?# 511# but in many other countries# it means ay 1# 511. Dates in Iapan an d China are usually expressed with the year first# followed by the month and then the day. 3hus# to write December ?# 511# you should write it as 511>1>5?. +imilarly# in the /.+. and ;reat ritain 1.555 means one with three decimal places# but it means one thousand in many European countries. Diff: &a!e (ef: 1 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: &lan and prepare business messa!es.
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<2) 'n conversations with others whose first lan!ua!e is not En!lish# you should ) not interrupt# even if you do not understand or need to correct a misconception. ) refuse to spea unless a translator is present. C) warn them up front that# because of lan!ua!e differences# nothin! you say should be taen as contractual or bindin!. D) use exa!!erated facial expressions and hand !estures to mae sure your point !ets across. E) always demand that a witness be present. Answer: A Explanation: A) As a listener# you will need some practice to !et a sense of vocal patterns. 3he ey is simply to accept what you hear first# without -umpin! to conclusions about meanin! or motivation. 0et other people finish what they have to say. 'f you interrupt# you may miss somethin! important. ou will also show a lac of respect. 'f you don=t understand a comment# as the person to repeat it. Diff: &a!e (ef: 6 +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. ?5) 'n conversations with a nonnative En!lish speaer with whom you have a lon!standin! business relationship# you notice that he consistently maes lan!ua!e mistaes that could hurt his credibility. 'n response# you should A) i!nore the errorsHcorrectin! him could compromise your business interactions. ) interrupt him and point out the errors# then explain that no one will tae him seriously unless he !ets his act to!ether. C) politely offer advice on the appropriate !ords and phrases to use. D) imitate the errors yourself in the hope that he will reco!ni9e the need to correct them. E) encoura!e him to watch networ television news pro!rams and model his speech patterns after those of the newscasters. Answer: C Explanation: C) Everyone can contribute to successful intercultural communication. or example# if a nonnative En!lish speaer is main! mistaes that could hurt his or her credibility# you can offer advice on the appropriate words and phrases to use. ost lan!ua!e learners truly appreciate this sort of assistance as lon! as it is offered in a respectful manner. &lus# chances are that while you are helpin!# you will learn somethin! about the other person=s culture and lan!ua!e too. Diff: &a!e (ef: < +ill: Concept ,b-ective: ? AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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*) 3he process of sendin! and receivin! messa!es b etween people of different cultures is called . Answer: intercultural communication Explanation: 'ntercultural communication is the process of sendin! and receivin! messa!es between people whose cultural bac!rounds could lead them to interpret verbal and nonverbal si!ns differently. Every attempt to send and receive messa!es is influenced by culture# so to communicate successfully# you need a basic !rasp of the cultural differences you may encounter and how you should handle them. Diff: 1 &a!e (ef: * +ill: Concept ,b-ective: 1 AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. **) is a shared system of symbols# beliefs# attitudes# values# expectations# and norms for behavior. Answer: Culture Explanation: Culture is a shared system of symbols# beliefs# attitudes# values# expectations# and norms for behavior. our cultural bac!round influences the way you prioriti9e what is important in life# helps define your attitude toward what is app ropriate in a situation# and establishes rules of behavior. Diff: &a!e (ef: *5 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Discuss the challen!es and importance of business communications.
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*) is the tendency to -ud!e all other !roups accordin! to your own !roup=s standards# behaviors# and customs. Answer: Ethnocentrism Explanation: Ethnocentrism is the tendency to -ud!e other !roups accordin! to the standards# behaviors# and customs of one=s own !roup. ;iven the automatic influence of one=s own culture# when people compare their culture to others# they often conclude that their own !roup is superior. Diff: &a!e (ef: *5 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. *2) is a fear of stran!ers and forei!ners. Answer: Benophobia Explanation: A more extreme reaction than ethnocentrism is xenophobia. 't is a fear of stran!ers and forei!ners. Clearly# business people who tae these views are not liely to communicate successfully across cultures. Diff: &a!e (ef: *5>*1 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world. 5) is the practice of assi!nin! a wide ran!e of !enerali9ed attributes to an individual on the basis of membership in a particular culture or social !roup. Answer: +tereotypin! Explanation: Distorted views of other cultures or !roups can result from stereotypin! > assi!nin! a wide ran!e of !enerali9ed attributes to an individual on the basis of membership in a particular culture or social !roup. Diff: &a!e (ef: *1 +ill: Concept ,b-ective: AAC+: Communication Abilities# ulticultural and Diversity /nderstandin! 0earnin! ,utcome: Describe the opportunities and challen!es of communicatin! in a diverse world.
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