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Respect for Diversity
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A person's principles or standards of behaviors are called their...
 
Values
 
Ideas
 
Creativity
 
Culture
_____ is the ability to understand and relate to the feelings of others.
 
Empathy
 
Trust
 
Communication
 
Personal awareness
Good ______________ are important workplace skills that help you communicate or talk with all types of people, including managers, coworkers and customers.
 
interpersonal skills
 
organizational skills
 
time management skills
 
technical skills
Which of the following strategies for dealing with conflict requires input from both sides to work through differences to find a win-win solution?
 
negotiation
 
avoidance
 
competition
 
denial
Being considerate of other people and cultures is an example of which workplace readiness skill?
 
Respect for diversity
 
Critical Thinking
 
work ethic
 
professionalism
Working in a respectful and friendly manner with all customers and coworkers, regardless of national origin, race, appearance, religion, gender, disability or age is an example of
 
Diversity Awareness
 
Conflict-resolution
 
Creativity & Resourcefullness
 
Integrity
Communication is filtered through our cultural perspective.
 
true
 
false
Diversity is the mosaic of people who bring a variety of ______, styles, perspectives, values, and beliefs.
 
backgrounds
 
friends
 
tastes
 
appetites
_____ is the condition of having or being composed of differing elements; variety; especially the inclusion of different types of people.
 
Diversity
 
Heterogeneous
 
Affirmative Action
 
Exclusion
Working well with others from diverse backgrounds cannot only provide for a more rewarding and interesting workplace, but it is also illegal to ______.
 
discriminate
 
affirmative action
 
hiring practices
 
gender and culture
Which of the following nonverbal codes is considered universal rather than culturally specific?
 
Facial expression
 
Body language
 
All of these
 
Dress
The creation of new techniques, ideas and processes is known as
 
innovation
 
work ethics
 
science
 
respect
Which of the following is NOT a possible cause of conflict at work?
 
courtesy
 
misunderstandings
 
jealousy
 
gossip
_____ in the workplace refers to unequal treatment based on disability, age, race, national origin, religion or gender.
 
dicrimination
 
sexual harassment
 
affirmative action
 
diversity
A ____ is an oversimplified and distorted belief of a person or a group.
 
stereotype
 
compromise
 
conflict
 
tact
To _____ others means to try to see things from their point of view.
 
empathize with
 
criticize
 
give orders to
 
supervise
Which situation is an example of discrimination?
 
Johnson Manufacturing Company hires only men for the assembl
 
Craft Construction Co. employs two female carpenters
 
Peter Pan Playskool has a male teaching assistant on staff.
 
Maud M Auto Repair employs male and female auto mechanics
While in the workplace, you meet a person with a disability. You should
 
Treat the person with dignity and respect.
 
avoid eye-contact and do not offer any assistance.
 
ask questions about the origin of the person's disability.
 
ask a coworker to help the person if you have no experience.
Being considerate of other people and cultures is an example of which workplace readiness skill?
 
Respect for diversity
 
Critical thinking
 
Work ethic
 
Professionalism
Teaching employees to manage conflict, to collaborate, and to understand cultural differences creates a work environment that supports:
 
dversity
 
integrity.
 
critical thinking.
 
. work ethic.
A customer-service worker, due to her religious beliefs, has refused to serve someone. What should that employee expect?
 
To be fired, reassigned, or demoted.
 
A promotion for demonstrating integrity.
 
That no harm is done to the customer.
 
That a coworker will step in on her behalf and serve the cus
While waiting on customers, you notice an elderly woman looking at new computers. You should
 
. treat her as you would any other customer.
 
assume she knows less about computers than the younger custo
 
wait for a coworker to help her.
 
approach her and ask her in a very loud voice: Are you lost
At the conclusion of making a presentation to a large group, someone from the audience asks you along, elaborate question. What is the best practice to use in order to answer the question effectively?
 
Restate the key question and ask if your understanding is co
 
Smile and answer the question as soon as possible.
 
Focus on one part of the question and answer that, then move
 
. Ask for the person’s email address so you can send him/her
Why is having diversity in a company culture’s staff a good idea?
 
There is a broader range of talents, skills, and creativity.
 
. The work environment will be more ethical.
 
It meets the quota for minority cultures.
 
It creates a homogenous work ethic.
Which of the following is most closely related to the "culture" of an organization?
 
Company values
 
Workplace procedures
 
Competitive edge
 
Economic advantage
Oki is a sales associate at a computer sales store. He notices an older man with tattered clothing enters the store. How should he first approach the customer?
 
Greet the customer and ask if he would like her assistance.
 
Wait until the customer approaches her and handle it.
 
nform the customer of available lay- away plans.
 
Ask the customer to look at the posted dress code and leave.
Which question could violate laws aimed at achieving equal employment opportunities?
 
What is your religion?
 
What are your job skills?
 
What is your job history?
 
What is your address?
A customer who speaks little English calls with questions about a product he recently purchased at your store. You are having difficulty understanding him. What is your best approach to helping this customer?
 
Follow the established customer service policy
 
Find a coworker of another ethnicity who can help
 
Send the caller to your supervisor
 
Tell the customer you cannot understand him and ask him to v


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