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Business Communication Today, 14e, Global Edition (Bovee/Thill)

1) Which of the following is defined as the characteristics and experiences that identify each of
us as individuals?
A) Diversity
B) Minority
C) Cultural competency
D) Ethnocentrism
E) Xenophobia
Answer: A
Explanation: A) Although the concept is often framed in terms of ethnic background, a broader
and more useful definition of diversity includes "all the characteristics and experiences that
define each of us as individuals."
Diff: 1
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
2) Intercultural communication can challenge supervisors in all of the following ways EXCEPT
A) connecting on an interpersonal level with diverse employees.
B) providing motivation to diverse employees.
C) getting a limited range of views and ideas from diverse employees.
D) fostering cooperation and harmony among diverse employees.
Answer: C
Explanation: C) Intercultural communication builds a broader range of views and ideas from
diverse employees, which can challenge supervisors. Supervisors also face the challenge of
connecting with diverse employees, motivating them, and fostering cooperation and harmony
among them.
Diff: 1
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
World
3) Race, age, parental status, and thinking style are elements of what?
A) Diversity
B) Minority
C) Cultural competency
D) Ethnocentrism
E) Xenophobia
Answer: A
Explanation: A) As one example of diversity, the pharmaceutical company Merck identifies 19
separate dimensions of diversity, including race, age, military experience, parental status, marital
status, and thinking style. Although the concept is often framed in terms of ethnic background, a
broader and more useful definition of diversity includes "all the characteristics and experiences
that define each of us as individuals."
Diff: 1
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
4) Intercultural communication is the process of sending and receiving messages between people
whose cultural backgrounds
A) don't include verbal and/or nonverbal signs.
B) don't include a common language but do include common nonverbal customs.
C) could lead them to interpret verbal and nonverbal signs differently.
D) allow them to interpret verbal and nonverbal signals in identical ways.
Answer: C
Explanation: C) Intercultural communication is the process of sending and receiving messages
between people whose cultural backgrounds could lead them to interpret verbal and nonverbal
signs differently.
Diff: 1
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept/Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
5) Which of the following is the process of exchanging messages between people who have
different cultural backgrounds?
A) Ethnocentrism
B) Intercultural communication
C) Xenophobia
D) Cultural competency
E) Diversity
Answer: B
Explanation: B) Intercultural communication is the process of sending and receiving messages
between people whose cultural backgrounds could lead them to interpret verbal and nonverbal
signs differently.
Diff: 1
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
6) Which of the following has a significant influence on how successfully a message is sent and
received among people of varying backgrounds?
A) Timing
B) Manners
C) Culture
D) Competency
E) Skill
Answer: C
Explanation: C) Every attempt to send and receive messages is influenced by culture, so to
communicate successfully, you need a basic grasp of the cultural differences you may encounter
and how you should handle them.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
7) The business advantages of today's diverse workforce include
A) a wider range of views and ideas.
B) a broader talent pool from which to recruit.
C) a better understanding of diverse, fragmented markets.
D) all of the above.
Answer: D
Explanation: D) The advantages of diversity in today's workforce include a broader range of
ideas and views; a better understanding of diverse, fragmented markets; and a broader pool of
talent from which to recruit.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
8) Today, many executives feel profit and market share would improve if employees improved in
what skill?
A) Time management
B) Technology
C) Cultural competency
D) International communications
E) Ethnocentrism
Answer: D
Explanation: D) In a recent survey, nearly 90 percent of executives said their companies' profits,
revenue, and market share would all improve with better international communication skills. In
addition, half of these executives said communication or collaboration breakdowns had affected
major international business efforts in their companies.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
World
9) As it pertains to communication, culture influences the
A) meanings of words.
B) importance of nonverbal signals.
C) use of time and space.
D) all of the above.
Answer: D
Explanation: D) Culture influences everything about communication, including language,
nonverbal signals, word meanings, time and space issues, and rules of human relationships. From
the earliest age, cultures help human beings make sense of their environment, helping them
interpret forms of communication that are both verbal and nonverbal. The language a person
speaks is obviously dependent on culture. Not so obvious are more subtle things, such as the way
various nonverbal gestures and clues are transmitted and interpreted.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
10) Which of the following is a view that many smart business leaders have regarding diversity?
A) It is a legal requirement
B) It is an opportunity to hire more employees
C) It is a way to reach more customers
D) It is an opportunity to diversify benefits
E) Embracing it is a strategic business decision
Answer: E
Explanation: E) Over the past few decades, many innovative companies have changed the way
they approach diversity, from seeing it as a legal requirement (providing equal opportunities for
all) to seeing it as a strategic opportunity to connect with customers and take advantage of the
broadest possible pool of talent.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
11) In today's global business world, communication and culture
A) are not closely related and are rarely important to business communication.
B) are so closely related that separating the two is virtually impossible.
C) have become irrelevant since the advent of the Internet and the rise of social media.
D) present challenges that can be overcome simply by learning your audience's language.
Answer: B
Explanation: B) The interaction of culture and communication is so pervasive that separating the
two is virtually impossible. In order to communicate successfully, therefore, you'll need to
understand basic cultural differences and learn how you should respond to them.
Diff: 3
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
12) Which of the following is viewed as an advantage to a more diverse workforce by business
leaders?
A) Increased competitive advantage
B) Lower wages
C) Better educated employees
D) Improved communication skills
E) Increased levels of ethnocentrism
Answer: A
Explanation: A) Smart business leaders recognize the competitive advantages of a diverse
workforce that offers a broader spectrum of viewpoints and ideas, helps businesses understand
and identify with diverse markets, and enables companies to benefit from a wider range of
employee talents.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
13) As businesses become more global, the workforce increasingly consists of employees with
________ national, religious, and ethnic backgrounds.
A) similar
B) identical
C) diverse
D) triangulated
Answer: C
Explanation: C) Smart business leaders recognize the competitive advantages of a diverse
workforce that offers a broader spectrum of viewpoints and ideas, helps companies understand
and identify with diverse markets, and enables companies to benefit from a wider range of
employee talents.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
14) Which of these communication challenges do supervisors face when dealing with a diverse
workforce?
A) Equitable pay levels
B) Lack of higher education among leadership
C) Relationships with partners and the business community
D) Fostering cooperation and harmony
E) Separating culture from the job
Answer: D
Explanation: D) Supervisors face the challenge of connecting with these diverse employees,
motivating them, and fostering cooperation and harmony among them.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept
AACSB: Written and oral communication
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
5) What is the effect of increased workplace diversity on teams?
A) There is more opportunity for teleconferencing
B) Business partners are demanding more diversity in teams
C) Each team member has a unique attitude and outlook
D) There is often incompatible technology between cultures
E) There is more challenge when working together closely
Answer: E
Explanation: E) Teams face the challenge of working together closely, and companies are
challenged to coexist peacefully with business partners and with the community as a whole.
Stronger diversity can increase these challenges.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
16) Which of the following can greatly influence the meaning of words and gestures used in a
communication and influences other aspects of communication?
A) The culture in which you were raised
B) Your view of human relationships
C) Ethnocentrism
D) Time and space
E) Your beliefs and values
Answer: A
Explanation: A) The way you communicate is deeply influenced by the culture in which you
were raised. The meaning of words, the significance of gestures, the importance of time and
space, the rules of human relationships—these and many other aspects of communication are
defined by culture.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
17) When decoding a message, on what do receivers base their assumptions about that message?
A) The sender's culture
B) The receiver's own culture
C) Time and space
D) Technology
E) The receiver's level of understanding of the subject matter
Answer: B
Explanation: B) Members of your audience decode your message according to the assumptions
of their own culture.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
18) Which of the following is a benefit when managers recognize and bridge cultural differences
in the workplace?
A) A more efficient use of time during the workday
B) Increased barriers between customers and the workforce
C) An opportunity to maximize the contributions of all employees
D) More competitive opportunity in local markets
E) Increased exports and imports
Answer: C
Explanation: C) Your efforts to recognize and bridge cultural differences will open up business
opportunities throughout the world and maximize the contributions of all the employees in a
diverse workforce.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
w19) Which of the following is one of the advantages of a diverse workforce?
A) Local markets are no longer confined to national borders
B) There are fewer communication breakdowns in the international business sector
C) Legal requirements for a diverse workforce are fulfilled
D) Companies can benefit from a wider range of employee talents
E) Salaries are often less and are easier to control
Answer: D
Explanation: D) Smart business leaders recognize the competitive advantages of a diverse
workforce that offers a broader spectrum of viewpoints and ideas, helps businesses understand
and identify with diverse markets, and enables companies to benefit from a wider range of
employee talents.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
20) Which of the following would traditionally be identified as a basis for being a minority in the
United States?
A) Income
B) Gender
C) Education
D) Age
E) Race
Answer: E
Explanation: E) Differences in everything from age and gender identification to religion and
ethnic heritage to geography and military experience create diversity in the workplace. The term
"minority" has traditionally applied to nonwhite residents.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
21) Culture influences how messages are sent and received in the workplace.
Answer: TRUE
Explanation: Every attempt to send and receive messages is influenced by culture; hence, to
communicate successfully, you need a basic grasp of the cultural differences you may encounter
and how you should handle them.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
22) As it applies to the contemporary workplace, the idea of diversity is limited to issues of race
and ethnicity.
Answer: FALSE
Explanation: Diversity includes all the characteristics and experiences that define people as
individuals.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
23) As the differences between cultures increase, the chances for misunderstandings when
communicating decrease.
Answer: FALSE
Explanation: The greater the difference between cultures, the greater the chance for
misunderstanding.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
24) One of the problems with intercultural communication is that senders encode messages based
on their own cultures, and receivers decode messages based on their cultures.
Answer: TRUE
Explanation: Your instinct is to encode your message using the assumptions of your culture.
However, members of your audience decode your message according to the assumptions of their
culture.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
25) Diversity has very little effect on the communication process if it is acknowledged in the
planning phase.
Answer: FALSE
Explanation: Elements of human diversity can affect communication at every stage of the
communication process, from the ideas a person deems important enough to share to the habits
and expectations of giving feedback.
Diff: 1
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
26) Briefly describe at least three advantages of a diverse workforce.
Answer: A culturally diverse workforce yields a broader spectrum of viewpoints and ideas.
Workforce diversity helps companies understand and identify with diverse markets. It also
enables companies to benefit from a wider range of employee talents.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
27) Discuss the impact culture has on our communication style.
Answer: The interaction of culture and communication is so pervasive that separating the two is
virtually impossible. The way you communicate is deeply influenced by the culture in which you
were raised. The meaning of words, the significance of gestures, the importance of time and
space, the rules of human relationships—these and many other aspects of communication are
defined by culture. To a large degree, your culture influences the way you think, which naturally
affects the way you communicate as both a sender and a receiver. Intercultural communication is
much more complicated than simply matching language between sender and receiver; it goes
beyond mere words to beliefs, values, and emotions.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Synthesis
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
World
28) Identify and discuss the advantages of a diverse workforce.
Answer: Even if you never visit another country or transact business on a global scale, you will
interact with colleagues from a variety of cultures and with a wide range of characteristics and
life experiences. Over the past few decades, many innovative companies have changed the way
they approach diversity, from seeing it as a legal requirement (providing equal opportunities for
all) to seeing it as a strategic opportunity to connect with customers and take advantage of the
broadest possible pool of talent. Smart business leaders recognize the competitive advantages of
a diverse workforce that offers a broader spectrum of viewpoints and ideas, helps businesses
understand and identify with diverse markets, and enables companies to benefit from a wider
range of employee talents.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Synthesis
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
29) What is the advantage of having a good understanding of intercultural communication?
Answer: Intercultural communication is the process of sending and receiving messages between
people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs
differently. Every attempt to send and receive messages is influenced by culture, so to
communicate successfully, you need a basic grasp of the cultural differences you may encounter
and how you should handle them. Your efforts to recognize and bridge cultural differences will
open up business opportunities throughout the world and maximize the contributions of all the
employees in a diverse workforce.
Diff: 2
LO: 3.1: Discuss the opportunities and challenges of intercultural communication.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
30) The term ________ includes an appreciation for cultural differences that affect
communication and the ability to adjust one's style when communicating across cultures.
A) cultural intuition
B) cultural insight
C) cultural competency
D) cultural dexterity
Answer: C
Explanation: C) Cultural competency includes an appreciation for cultural differences that affect
communication and the ability to adjust one's communication style to ensure that efforts to send
and receive messages across cultural boundaries are successful.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept/Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
31) All of the following EXCEPT ________ can help you to overcome ethnocentrism and
stereotyping.
A) adopting preconceptions
B) avoiding assumptions
C) accepting differences
D) avoiding judgments
Answer: A
Explanation: A) You can overcome ethnocentrism and stereotyping by avoiding judgments and
assumptions and by accepting differences.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
32) What is defined as an appreciation for cultural differences and the ability to adjust
communication based on those differences?
A) Cultural competency
B) Diversity
C) Ethnocentrism
D) Cultural assumptions
E) Judgment
Answer: A
Explanation: A) Cultural competency includes an appreciation for cultural differences that affect
communication and the ability to adjust one's communication style to ensure that efforts to send
and receive messages across cultural boundaries are successful.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
33) Which of the following does a communicator need to improve cultural competency?
A) Diversity, attitude, and technology
B) Attitude, knowledge, and skills
C) Technology, knowledge, and ethnocentrism
D) Knowledge, skills, and stereotyping
E) Ethnocentrism, xenophobia, and stereotyping
Answer: B
Explanation: B) Cultural competency requires a combination of attitude, knowledge, and skills.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
34) Which of the following is an advantage of having cultural competency in the culture you
grew up in?
A) Your response to those of other cultures is generally automatic
B) You don't need to consider the norms of other cultures
C) You understand how your society works
D) You don't have to explain the rules that govern cultures
E) You have stronger intercultural communication skills
Answer: C
Explanation: C) You understand how your society works, how people are expected to
communicate, what common gestures and facial expressions mean, and so on.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
35) Which of the following is a disadvantage of having cultural competency in your own
culture?
A) You have stronger communication skills
B) You have a better understanding of how your society works
C) It is more difficult to learn about new cultures
D) You tend not to think about the communication rules you follow
E) It is more difficult to determine appropriate gestures and facial expressions
Answer: D
Explanation: D) Because you're such an expert in your own culture, your communication is
largely automatic and you rarely stop to think about the communication rules you're following.
An important step toward successful intercultural communication is becoming more aware of
these rules and the way they influence your communication.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
36) ________ involves the practice of accepting multiple cultures on their own terms.
A) Cultural uncertainty
B) Cultural flexibility
C) Cultural competency
D) Cultural pluralism
Answer: D
Explanation: D) In order to show respect for others and communicate effectively in business,
practice cultural pluralism by accepting multiple cultures on their own terms.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
37) Which of these is an important step you can take to improve the chances of successful
intercultural communication?
A) Smile and nod to indicate understanding
B) Minimize the use of gestures
C) Assume others have little understanding of your culture
D) Explain your cultural norms to the audience
E) Be aware of how societal rules influence your communication style
Answer: E
Explanation: E) An important step toward successful intercultural communication is becoming
more aware of these rules and the way they influence your communication.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
World
38) ________ is a shared system of symbols, beliefs, attitudes, values, expectations, and norms
for behavior.
A) Attitude
B) Culture
C) Disposition
D) Preference
Answer: B
Explanation: B) Culture is a shared system of symbols, beliefs, attitudes, values, expectations,
and norms for behavior. Your cultural background influences the way you prioritize what is
important in life, helps define your attitude toward what is appropriate in a situation, and
establishes rules of behavior.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
39) Which of these influences your attitude toward what is important in life and helps to
establish your rules of behavior?
A) Culture
B) Ethnocentrism
C) Diversity
D) Intercultural communication
E) Stereotyping
Answer: A
Explanation: A) Your cultural background influences the way you prioritize what is important in
life, helps define your attitude toward what is appropriate in a situation, and establishes rules of
behavior.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
40) ________ is the tendency to judge all other groups according to your own group's standards,
behaviors, and customs.
A) Xenophobia
B) Ethnocentrism
C) Stereotyping
D) Cultural pluralism
Answer: B
Explanation: B) Ethnocentrism is the tendency to judge other groups according to the standards,
behaviors, and customs of one's own group.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
41) What is a shared system of symbols, beliefs, and norms for behavior?
A) Ethnocentrism
B) Culture
C) Diversity
D) Intercultural communication
E) Cultural competency
Answer: B
Explanation: B) Culture is a shared system of symbols, beliefs, attitudes, values, expectations,
and norms for behavior.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
42) ________ is the practice of assigning a wide range of generalized attributes to an individual
based on his or her membership in a particular culture or social group.
A) Xenophobia
B) Ethnocentrism
C) Stereotyping
D) Cultural pluralism
Answer: C
Explanation: C) Stereotyping is a shortcut that assigns traits to individuals based on ethnicity,
race, or some other diversity characteristic.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
43) Because culture seems to be logical and consistent when viewed from within a particular
culture, it is said to be
A) learned.
B) unchangeable.
C) coherent.
D) complete.
E) dull.
Answer: C
Explanation: C) In addition to being automatic, culture tends to be coherent; a culture appears to
be fairly logical and consistent when viewed from the inside. Certain norms within a culture may
not make sense to someone outside the culture, but they probably make sense to those inside.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
44) Why are most cultures considered to be complete?
A) They can be easily explained to those of another culture
B) They are observable and don't need to be written
C) They provide rules for society
D) They provide answers to large "life" questions for members
E) They may not make sense to those outside the culture, making the culture exclusive
Answer: D
Explanation: D) Cultures tend to be complete; they provide their members with most of the
answers to life's big questions. This idea of completeness dulls or even suppresses curiosity
about life in other cultures.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
45) What is the tendency to judge others according to our own culturally based standards?
A) Xenophobia
B) Stereotyping
C) Pluralism
D) High-context
E) Ethnocentrism
Answer: E
Explanation: E) Ethnocentrism is the tendency to judge other groups according to the standards,
behaviors, and customs of one's own group.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
44) Why are most cultures considered to be complete?
A) They can be easily explained to those of another culture
B) They are observable and don't need to be written
C) They provide rules for society
D) They provide answers to large "life" questions for members
E) They may not make sense to those outside the culture, making the culture exclusive
Answer: D
Explanation: D) Cultures tend to be complete; they provide their members with most of the
answers to life's big questions. This idea of completeness dulls or even suppresses curiosity
about life in other cultures.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
45) What is the tendency to judge others according to our own culturally based standards?
A) Xenophobia
B) Stereotyping
C) Pluralism
D) High-context
E) Ethnocentrism
Answer: E
Explanation: E) Ethnocentrism is the tendency to judge other groups according to the standards,
behaviors, and customs of one's own group.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
46) Which of the following is defined as a fear of strangers and foreigners?
A) Xenophobia
B) Stereotyping
C) Pluralism
D) High-context
E) Ethnocentrism
Answer: A
Explanation: A) One culturally extreme reaction is xenophobia, a fear of strangers and
foreigners. Businesspeople who take these views are not likely to communicate successfully
across cultures.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
47) What is the process of assigning a wide range of general attributes to members of a particular
culture?
A) Xenophobia
B) Stereotyping
C) Pluralism
D) High-context
E) Ethnocentrism
Answer: B
Explanation: B) Distorted views of other cultures or groups also result from stereotyping,
assigning a wide range of generalized attributes to an individual on the basis of membership in a
particular culture or social group.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
48) What is the practice of being accepting of multiple cultures, based on the unique aspects of
those cultures?
A) Xenophobia
B) Stereotyping
C) Cultural pluralism
D) High-context
E) Ethnocentrism
Answer: C
Explanation: C) Those who want to show respect for others and to communicate effectively in
business need to adopt a more positive viewpoint, in the form of cultural pluralism—the practice
of accepting multiple cultures on their own terms.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
49) How can communicators show respect and communicate effectively and positively with
people in other cultures?
A) By assigning a wide range of generalized attributes to members of the other culture
B) By ignoring the difference between another person's culture and their own
C) By allowing members of the other culture to understand your role within their culture
D) By adapting their communication style to that of the other culture being encountered
E) By judging members of other cultures based on standards of behaviors of their own culture
Answer: D
Explanation: D) When crossing cultural boundaries, you'll be even more effective if you move
beyond simple acceptance and adapt your communication style to that of the new cultures you
encounter—even integrating aspects of those cultures into your own.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
50) What is one way of achieving cultural pluralism?
A) Don't acknowledge distinctions
B) Judge all relationships by the same standards
C) Disregard personal beliefs
D) Stereotype
E) Avoid assumptions
Answer: E
Explanation: E) Don't assume that others will act the same way you do, use language and
symbols the same way you do, or even operate from the same values and beliefs.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
51) The level of cultural diversity at a company will have little effect on business communication
at that company.
Answer: FALSE
Explanation: A company's cultural diversity affects how its business messages are conceived,
composed, delivered, received, and interpreted.
Diff: 1
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
52) The concept of cultural competency applies when a person becomes such an expert in his or
her culture that most communication is largely automatic.
Answer: FALSE
Explanation: A person who possesses cultural competency can appreciate cultural differences
that affect communication and adjust his/her style when communicating across cultural
boundaries.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
53) People are aware of their own cultural biases.
Answer: FALSE
Explanation: Research suggests that people often have beliefs and biases that they're not even
aware of—and that may even conflict with the beliefs they think they have.
Diff: 1
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
54) Ethnocentrism is the tendency to judge others based on your own personal standards and
beliefs.
Answer: TRUE
Explanation: Ethnocentrism is the tendency to judge other groups according to the standards,
behaviors, and customs of one's own group.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
55) What is culture?
Answer: Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and
norms for behavior.
Diff: 1
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
56) What is ethnocentrism, and how can it be overcome?
Answer: Ethnocentrism is the tendency to judge all other groups according to one's own group's
standards, behaviors, and customs and to see all other groups as inferior by comparison. You can
overcome ethnocentrism by acknowledging distinctions, avoiding assumptions and avoiding
judgments.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Synthesis
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
57) What is culture? How does culture affect communication?
Answer: Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and
norms for behavior. A person's cultural background influences what's important in life and
appropriate in a given situation; furthermore, culture establishes his or her rules of behavior. As a
result, communication is largely automatic; the person rarely stops to think about the
communication rules that he or she may be following. In addition to being automatic, culture
tends to be coherent; that is, a culture appears to be fairly logical and consistent when viewed
from the inside. Even though certain norms within a culture may not make sense to an outsider,
they probably make sense to those inside that culture. Such coherence generally expedites
internal communication, but it can create disharmony between cultures that don't view the world
in the same way. Finally, cultures tend to be complete; that is, they provide their members with
most of the answers to life's big questions. This idea of completeness can dull or even suppresses
curiosity about life in other cultures. Not surprisingly, such completeness can complicate
communication with other cultures.
Diff: 3
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
58) Discuss ways to increase cultural pluralism.
Answer: Those who want to show respect for others and to communicate effectively in business
need to adopt a more positive viewpoint, in the form of cultural pluralism—the practice of
accepting multiple cultures on their own terms. When crossing cultural boundaries, you'll be
even more effective if you move beyond simple acceptance and adapt your communication style
to that of the new cultures you encounter—even integrating aspects of those cultures into your
own. Avoid assumptions. Don't assume that others will act the same way you do, use language
and symbols the same way you do, or even operate from the same values and beliefs. Withhold
judgment. When people act differently, don't conclude that they are in error or that their way is
invalid or inferior. And finally, acknowledge distinctions. Don't ignore the differences between
another person's culture and your own.
Diff: 2
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Synthesis
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
59) How do people learn about culture, including their own?
Answer: People learn culture directly and indirectly from other members of their group. As you
grow up in a culture, you are taught by the group's members who you are and how best to
function in that culture. Sometimes you are explicitly told which behaviors are acceptable. At
other times you learn by observing which values work best in a particular group. In these ways,
culture is passed on from person to person and from generation to generation.
Diff: 1
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
60) What is culture and how does our culture shape society?
Answer: Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and
norms for behavior. Your cultural background influences the way you prioritize what is
important
in life, helps define your attitude toward what is appropriate in a situation, and establishes rules
of behavior. Members of a given culture tend to have similar assumptions about how people
should think, behave, and communicate, and they all tend to act on those assumptions in much
the same way. Cultures can vary in their rate of change, degree of complexity, and tolerance
toward outsiders. These differences affect the level of trust and openness you can achieve when
communicating with people of other cultures.
Diff: 3
LO: 3.2: Define culture, explain how culture is learned, and define ethnocentrism and
stereotyping.
Skill: Synthesis
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
61) Instinctively, when you develop a message, how is it encoded?
A) Based on your assumptions about the receiver's culture
B) Based on your own culture
C) Based on time and space
D) Based on technology
E) Based on levels of understanding of the subject matter
Answer: B
Explanation: B) In particular, your instinct is to encode your message using the assumptions of
your culture.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
62) What is the pattern of physical cues and implicit understanding where communication takes
place?
A) Cultural context
B) Orientation
C) Inclusiveness
D) Cultural competency
E) Elements of culture
Answer: A
Explanation: A) Every attempt at communication occurs within a cultural context, which is the
pattern of physical cues, environmental stimuli, and implicit understanding that convey meaning
between two members of the same culture.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
63) By emphasizing principles of ________, a designer can make a website more accessible to
people whose vision is limited.
A) web accessibility
B) organic design
C) associative technology
D) emblematic availability
Answer: A
Explanation: A) Employers can invest in a variety of assistive technologies that help people with
disabilities perform activities that might otherwise be difficult or impossible. For example,
designers can emphasize web accessibility, taking steps to make websites more accessible to
people whose vision is limited.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
64) What type of culture relies less on verbal communication and more on the nonverbal signals
to convey meaning?
A) Xenophobic
B) High-context
C) Inclusive
D) Low-context
E) Pluralistic
Answer: B
Explanation: B) In a high-context culture, people rely less on verbal communication and more
on the context of nonverbal signals and environmental setting to convey meaning.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
65) Cultural differences appear in a number of important areas, including
A) nonverbal differences.
B) legal and ethical differences.
C) religious differences.
D) all of the above.
Answer: D
Explanation: D) You can begin to learn how people in other cultures want to be treated by
recognizing and accommodating eight main types of cultural differences: contextual, legal and
ethical, social, age, nonverbal, gender, religious, and ability.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
66) What type of culture relies more on verbal communication and less on circumstance and cues
to convey the meaning of a message?
A) Xenophobic
B) High-context
C) Inclusive
D) Low-context
E) Pluralistic
Answer: D
Explanation: D) In a low-context culture people rely more on verbal communication and less on
circumstances and cues to convey meaning. In such cultures, rules and expectations are usually
spelled out through explicit statements.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
67) Every attempt at communication between two people from the same culture occurs within
the same
A) cultural context.
B) communication portal.
C) nexus of convenience.
D) cone of reciprocity.
Answer: A
Explanation: A) Communication exists in a cultural context: the patterns of physical cues,
environmental stimuli, and implicit understanding that convey meaning between two members of
the same culture.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
68) In a low-context culture, how do businesspeople approach decision making and problem
solving?
A) By focusing more on the results of the decision
B) By focusing more on how members of similar cultures will respond
C) By focusing more on the decision-making process
D) By focusing more on the needs of team members
E) By focusing more on facts and details
Answer: A
Explanation: A) In low-context cultures, businesspeople tend to focus on the results of the
decisions they face, a reflection of the cultural emphasis on logic and progress.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
69) Disabled employees can use ________ to pursue a greater range of career paths, thereby
giving employers access to a broader base of talent.
A) flexible initiatives
B) coordinated systems
C) assistive technologies
D) revolving methodologies
Answer: C
Explanation: C) Assistive technologies include devices and systems that help workers
communicate orally and visually, interact with computers and other equipment, and enjoy greater
mobility in the workplace.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
70) What is the primary task of communication in low-context cultures?
A) Building relationships
B) Discovering the essence of a message
C) Exchanging information
D) Indirectness
E) Understanding through metaphors
Answer: C
Explanation: C) The primary task of communication in low-context cultures is exchanging
information.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
71) Nonverbal communication can be a reliable guide to determining the meaning of a message
A) in all communication situations.
B) across a wide range of electronic communication media.
C) in the majority of intercultural communication situations.
D) only if the sender and receiver assign the same meaning to nonverbal signals.
Answer: D
Explanation: D) Nonverbal communication can be a helpful guide to determining the meaning
of a message; however, this situation holds true only if the sender and receiver assign the same
meaning to nonverbal signals.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
World
72) What is the primary task of communication in high-context cultures?
A) Exchanging information
B) Increased verbal communication
C) Focusing on the decision-making process
D) Building relationships
E) Logic and progress
Answer: D
Explanation: D) The primary role of communication in high-context cultures is building
relationships, not exchanging information.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
73) When applying ethical standards to communication between cultures, what can be done to
allow for the clearest exchange of information possible?
A) Work in terms of one culture or the other
B) Understand that values vary from culture to culture
C) Send messages that are honest
D) Understand the needs of the receiver
E) Be flexible and actively seek mutual ground
Answer: E
Explanation: E) To allow the clearest possible exchange of information, both parties must be
flexible and avoid insisting that an interaction take place strictly in terms of one culture or
another.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
74) In addition to legal systems that vary by culture, which other standard differs by culture,
making international business more complicated?
A) Ethical
B) Judgmental
C) Flexibility
D) Technological
E) Ability
Answer: A
Explanation: A) As you conduct business around the world, you'll find that both legal systems
and ethical standards differ from culture to culture. Making ethical choices across cultures can
seem complicated, but you can keep your messages ethical by applying four basic principles of
ethical behavior.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
75) The social media and technological skills of ________ are helping to change business
communication practices.
A) Generation X
B) Generation Q
C) Generation Y
D) Generation Z
Answer: C
Explanation: C) Generation Y's comfort level with social media and other technologies is
helping to change business communication practices.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Information technology
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
76) Which of the following will be improved with increased flexibility and actively seeking
mutual ground when communicating with those of other cultures?
A) The honesty of the message
B) The clarity of information
C) The amount of judgment when interpreting messages
D) The attitudes towards work and success
E) Manners
Answer: B
Explanation: B) People from different cultures encode and decode messages differently,
increasing the chances of misunderstanding. By recognizing and accommodating cultural
differences, we avoid automatically assuming that everyone's thoughts and actions are just like
ours. Flexibility and mutual ground will help to increase clarity of the information for the
receiver.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
77) Members of the ________ were born between 1946 - 1964.
A) Radio Generation
B) Lost Generation
C) Baby Boom Generation
D) Millennial Generation
Answer: C
Explanation: C) This large segment of the workforce, which now occupies many mid- and
upper-level managerial positions, got its name from the population boom in the years following
World War II.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
78) What societal norm in the United States indicates that material goods are a sign of
superiority?
A) Roles and status
B) Use of manners
C) Attitudes toward work and success
D) Concepts of time
E) Openness and inclusiveness
Answer: C
Explanation: C) In the United States a widespread view is that material comfort earned by
individual effort is a sign of superiority and that people who work hard are better than those who
don't.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
79) All of the following EXCEPT ________ can promote ethical choices across cultures.
A) sending honest messages
B) respecting cultural differences
C) capturing the moral high ground
D) sending and receiving messages without judgment
Answer: C
Explanation: C) You can keep your messages ethical by applying four basic principles: seek
mutual ground, send honest messages, respect cultural differences, and send and receive
messages without judgment.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept/Application
AACSB: Ethical understanding and reasoning
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
0) How do people in low-context cultures view time?
A) As flexible and fluid
B) As an indication of future orientation
C) As a means of inclusiveness
D) As a limited resource and a way to plan business activities effectively
E) As an indication of success
Answer: D
Explanation: D) People in low-context cultures see time as a way to plan the business day
efficiently, often focusing on only one task during each scheduled period and viewing time as a
limited resource.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
81) Which of the following represents the idea of considering a long-term outlook for an
organization?
A) Attitude toward success
B) Role and status
C) Concept of time
D) Inclusiveness
E) Future orientation
Answer: E
Explanation: E) Successful companies tend to have a strong future orientation, planning for and
investing in the future, but national cultures around the world vary widely in this viewpoint.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
82) When a culture is open and accepting of people from other cultures, what social norm is
being practiced?
A) Attitude toward success
B) Roles and status
C) Use of manners
D) Future orientation
E) Openness and inclusiveness
Answer: E
Explanation: E) Cultures vary on how open they are to accepting people from other cultures and
people who don't necessarily fit the prevailing norms within the culture.
Diff: 1
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
83) For a nonverbal signal to be understood by the receiver, what must happened?
A) The sender and the receiver must assign the same meaning to the nonverbal signals
B) There must be consistent prevailing norms
C) There must be similar communication technologies in use
D) Both parties must be future oriented
E) Both parties must be from low-context cultures
Answer: A
Explanation: A) Nonverbal communication can be a helpful guide to determining the meaning
of
a message—but this situation holds true only if the sender and receiver assign the same meaning
to nonverbal signals.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
World
84) How can you prepare to interact with people from another culture?
A) Stay away from their personal space
B) Study the culture in advance
C) Increase the use of communication technologies
D) Expect them to make an effort to conform to social norms
E) Understand their role in society
Answer: B
Explanation: B) When you have the opportunity to interact with people in another culture, the
best advice is to study the culture in advance and then observe the way people behave.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
85) Multiple generations within an organization are an element of what concept?
A) Social trends
B) Workplace preferences
C) Diversity
D) Nurturing
E) Practical intelligence
Answer: C
Explanation: C) The multiple generations within a culture present another dimension of
diversity. Today's workplaces can have three, four, or even five generations working side by
side.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
86) How do gender differences influence workplace communications?
A) Men emphasize relationship maintenance more often than women
B) Women emphasize content and outcomes more often than men
C) More senior executives are willing to mentor female employees to improve their likelihood of
success
D) Outdated concepts of gender and sexual identity create confusion and controversy
E) Companies are taking more steps to enforce non-discrimination policies
Answer: D
Explanation: D) Outdated concepts of gender and sexual orientation continue to be a source of
confusion, controversy, and discrimination.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
87) Which of the following can be used to help those with disabilities perform activities that
previously were difficult or impossible?
A) Cultural adaptation
B) Increased degrees of freedom
C) Smartphones
D) Future orientation technologies
E) Assistive technologies
Answer: E
Explanation: E) Assistive technologies create a vital link for thousands of employees with
disabilities, giving them opportunities to pursue a greater range of career paths and giving
employers access to a broader base of talent.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
88) The ratio of men and women in entry-level professional positions is ________; however,
moving up the corporate ladder, the percentage of management roles held by men ________.
A) grossly unequal; remains flat
B) roughly equal; increases steadily
C) essentially the same; decreases steadily
D) skewed toward women; increases dramatically
Answer: B
Explanation: B) Although the ratio of men and women in entry-level professional positions is
roughly equal, the percentage of management roles held by men increases steadily the further
one looks up the corporate ladder.
Diff: 3
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
89) In a given culture, prevailing customs and attitudes that pertain to roles and status will
influence the
A) attitudes about instant gratification and long-term investing.
B) expectations for who communicates with whom, what they communicate, and in what way.
C) level of tolerance for people from other cultures or with divergent points of view.
D) flexibility with which employers and workers plan each business day.
Answer: B
Explanation: B) Culture influences the roles people play: including who communicates with
whom, what they communicate, and in what way they communicate.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
90) A company that emphasizes ________ will encourage short-term sacrifices for the promise
of better outcomes in the long term.
A) a deterministic outlook
B) a live-for-the-moment mentality
C) an orientation toward the future
D) a laissez-faire approach to planning
Answer: C
Explanation: C) Successful companies tend to have a strong future orientation, which
encourages planning and investing for the future.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
91) Differences in ________, such as hand gestures and eye contact, are a major source of
misunderstanding during intercultural communications.
A) contextual cues
B) nonverbal signals
C) situational enhancements
D) proverbial exchanges
Answer: B
Explanation: B) Assuming that the nonverbal signals you grew up with will translate to another
culture could lead to embarrassing mistakes during cross-cultural communication.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
92) Born after 1996, Generation Z is the first full generation to be born after the World Wide
Web was invented.
Answer: TRUE
Explanation: Generation Z (aka, the Net Generation) is the first full generation to be born after
the invention of the World Wide Web.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Information technology
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
93) As a rule, your colleagues and customers around the world will use the same communication
tools that you use.
Answer: FALSE
Explanation: Don't assume that colleagues and customers around the world use the same
communication tools you use.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Information technology
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
94) When traveling to another country to conduct business, you should assume that frequent eye
contact is regarded as a sign of honesty and openness in any culture.
Answer: FALSE
Explanation: In some cultures, direct eye contact is interpreted as a sign of aggressiveness or
disrespect.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
95) Ethical standards differ from culture to culture.
Answer: TRUE
Explanation: Both legal systems and ethical standards differ from culture to culture.
Diff: 1
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Ethical understanding and reasoning
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
96) Each generation in the workplace has been shaped by different world events that have
influenced communication, values, and expectations at the workplace.
Answer: TRUE
Explanation: Each generation has been shaped by dramatically different world events, social
trends, and technological advances, so it is not surprising that they often have different values,
expectations, and communication habits.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
97) Explain the difference between a high-context culture and a low-context culture, and provide
at least one example of each difference.
Answer: In high-context cultures, people rely less on verbal communication and more on the
context of nonverbal actions and environmental setting to convey meaning. In low-context
cultures, people rely more on verbal communication and less on circumstances and cues to
convey meaning.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
98) Describe at least three common business activities affected by contextual differences across
cultures.
Answer: Contextual differences across cultures can profoundly affect the way people engage in
decision making, problem solving, and negotiating.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
99) List at least three areas of nonverbal communication that can differ widely among cultures.
Answer: Greetings, the use of personal space, touching behavior, facial expressions, eye contact,
posture and formality can all differ widely among various cultures.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
100) Today's workplace includes the members of four generations: the Radio Generation, Baby
Boomers, Generation X, and Generation Y. What challenges does the composition of the
contemporary workforce pose for on-the-job communication?
Answer: Dramatically different world events, social trends, and technological advances have
shaped the four generations. Therefore, each generation brings its own perspective into the
workplace. Since people tend to resist change, they often assume that the way they're doing
something must be the best way to do it. Moreover, diverse generations sometimes feel
competitive pressures for resources, influence, control, and jobs. The result can be tension,
mistrust, conflict, and communication breakdowns. The multiple generations in the workplace
present another dimension of diversity—different communication habits. For instance,
Generation Y workers often prefer to communicate via short electronic messages; however,
Baby
Boomers and Generation Xers may find these brief messages abrupt and impersonal.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
101) Since cultures do not always share the same perspectives on ethical issues, how can you
keep messages ethical during intercultural communication?
Answer: Not all cultures share the same perspective on ethical issues. During intercultural
communication, it's important to seek mutual ground by being flexible and not insisting that
everything happen in terms of one culture or another. Sending and receiving messages without
judgment is also vital: Both parties must recognize that values vary among cultures and that trust
is essential. In addition, messages should be honest. Both parties have to recognize their own
cultural biases. Finally, for ethical intercultural communication to occur, the stakeholders must
show respect for cultural differences. Avoiding ethnocentrism allows both parties to understand
and acknowledge each other's needs and preserve mutual dignity.
Diff: 3
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Synthesis
AACSB: Diverse and multicultural work environments, Ethical understanding and reasoning
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
102) While working in a country with a high-context culture, you schedule a meeting with a
vendor who lives there. When he shows up 20 minutes after the meeting was supposed to begin,
should you take it as a sign of incompetence or disrespect? Explain.
Answer: This behavior should not be regarded as a sign of incompetence or disrespect. It simply
reflects cultural differences in the treatment of time. Executives in low-context cultures view
time as a limited resource and tend to focus on one task during each scheduled period of the day.
In high-context cultures, however, time is treated with more flexibility. Building business
relationships is more important than meeting deadlines and being punctual. The workday is not
expected to follow a rigid, preset schedule. If you respond with frustration or anger to the
vendor's late arrival, it could unnecessarily erode your relationship.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
103) List at least three types of nonverbal differences might you encounter when working with
businesspeople from other cultures. Provide at least one example of how these differences might
cause misunderstandings in communication.
Answer: Nonverbal differences among cultures are particularly evident in terms of how people
greet one another, the amount of personal space people expect when conversing, and attitudes
toward touching (for example, do people touch each other on the arm to emphasize a point or
refrain from touching altogether?). Notable differences can also appear in how facial expressions
are interpreted and attitudes toward eye contact, posture, and formality.
Diff: 2
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Synthesis
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
104) Discuss the difference in high-context and low-context cultures.
Answer: In a high-context culture, people rely less on verbal communication and more on the
context of nonverbal actions and environmental setting to convey meaning. The indirect style can
be a source of confusion during discussions with people from low-context cultures, who are
more accustomed to receiving direct answers. Also, in high-context cultures, the rules of
everyday life are rarely explicit; instead, as individuals grow up, they learn how to recognize
situational cues (such as gestures and tone of voice) and how to respond as expected. The
primary role of communication in high-context cultures is building relationships, not exchanging
information. In a low-context culture such as the United States, people rely more on verbal
communication and less on circumstances and cues to convey meaning. In such cultures, rules
and expectations are usually spelled out through explicit statements. Contextual differences are
apparent in the way businesspeople approach situations such as decision making, problem
solving, negotiating, interacting among levels in the organizational hierarchy, and socializing
outside the workplace. In low-context cultures, businesspeople tend to focus on the results of the
decisions they face, a reflection of the cultural emphasis on logic and progress. In comparison,
higher-context cultures emphasize the means or the method by which a decision will be made.
Diff: 3
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
105) When working with people from other cultures, what steps can be taken to make sure
messages remain ethical?
Answer: Actively seek mutual ground. To allow the clearest possible exchange of information,
both parties must be flexible and avoid insisting that an interaction take place strictly in terms of
one culture or another. Send and receive messages without judgment. To allow information to
flow freely, both parties must recognize that values vary from culture to culture, and they must
trust each other. Send messages that are honest. To ensure that information is true, both parties
must see things as they are—not as they would like them to be. Both parties must be fully aware
of their personal and cultural biases. Show respect for cultural differences. To protect the basic
human rights of both parties, each must understand and acknowledge the other's needs and
preserve each other's dignity by communicating without deception.
Diff: 3
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
106) Identify and discuss the seven areas of social behavior that vary among cultures.
Answer: First is attitudes toward work and success. In the United States, for instance, a
widespread view is that material comfort earned by individual effort is a sign of superiority and
that people who work hard are better than those who don't. Second is roles and status. Culture
influences the roles people play, including who communicates with whom, what they
communicate, and in what way. Culture also dictates how people show respect and signify rank.
Next is the use of manners. What is polite in one culture may be considered rude in another.
Fourth is the concept of time. People in low-context cultures see time as a way to plan the
business day efficiently, often focusing on only one task during each scheduled period and
viewing time as a limited resource. However, executives from high-context cultures often see
time as more flexible. Additionally, future orientation varies among cultures. Some societies
encourage a long-term outlook that emphasizes planning and investing—making sacrifices in the
short term for the promise of better outcomes in the future. Others are oriented more toward the
present. Next is the concept of openness and inclusiveness. Cultures vary on how open they are
to accepting people from other cultures and people who don't necessarily fit the prevailing norms
within the culture. Lastly, cultures vary in their use of communication tools. Although mobile
phone usage is high in most countries around the world, the percentage of users with
smartphones and the broadband service required for communication services such as video varies
widely.
Diff: 3
LO: 3.3: Explain the importance of recognizing cultural variations and list eight categories of
cultural differences.
Skill: Synthesis
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
107) Which of the following defines your understanding of your own culture and the way it
shapes your communication efforts?
A) Bias
B) The "Golden Rule"
C) Respect
D) Individualism
E) Communication style
Answer: A
Explanation: A) Successful intercultural communication requires more than just an
understanding of the other party's culture; you need to understand your own culture and the way
it shapes your communication habits.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
108) How can communicators work to improve their cultural competency?
A) Teach those from other cultures about personal biases
B) Treat everyone the way you would want to be treated
C) Don't be afraid to use humor with those from other cultures
D) Exercise tolerance, flexibility, and respect
E) Promote individualism
Answer: D
Explanation: D) To the greatest extent possible, business communications should be respectful
of the core principles of any given country or organization or culture.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
109) In the United States, which of these behaviors is often encouraged and rewarded in
employees?
A) Equality
B) Privacy
C) Indirect communication
D) Religious beliefs
E) Individualism
Answer: E
Explanation: E) U.S. culture generally expects individuals to succeed by their own efforts, and it
rewards individual success. Even though teamwork is emphasized in many companies,
competition between individuals is expected and even encouraged in many cases.
Diff: 1
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
110) What is the held idea that every person should have the opportunity to pursue their goals in
an organization?
A) Individualism
B) Success
C) Privacy
D) Cultural competency
E) Equality
Answer: E
Explanation: E) Americans believe that every person should be given the opportunity to pursue
whatever dreams and goals he or she has in life.
Diff: 1
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
111) In terms of time and schedules, what do most U.S. businesses value?
A) Flexibility
B) Punctuality
C) Mobility
D) Agenda setting
E) Directness
Answer: B
Explanation: B) U.S. businesses value punctuality and the efficient use of time. For instance,
meetings are expected to start and end at designated times.
Diff: 1
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
112) Which of these tends to be the focus of most communication in the United States?
A) Group harmony
B) Relationships
C) Content
D) Flexibility
E) Manners
Answer: C
Explanation: C) Communication tends to be direct and focused more on content and transactions
than on relationships or group harmony.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
113) Which of the following is essential when communicating with those from other cultures?
A) Use general terms and phrases
B) Write based on your cultural biases
C) Use communication translation technologies
D) Adapting the message to other cultures
E) Be consistent and exact in your efforts
Answer: D
Explanation: D) Whether you're trying to work productively with members of another
generation in your own office or with a business partner on the other side of the world, adapting
your approach is essential to successful communication.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
114) Which of the following is one way to improve your cultural competency?
A) Become aware of your own biases
B) Be consistent about applying the "Golden Rule"
C) Incorporate the use of industry jargon
D) Use humor often to put others at ease
E) Strive for equality and avoid individualism
Answer: A
Explanation: A) Successful intercultural communication requires more than just an
understanding of the other party's culture; you need to understand your own culture and the way
it shapes your communication habits.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
115) Which of the following is one way to improve your cultural competency?
A) Strive for equality and avoid individualism
B) Be careful about applying the "Golden Rule"
C) Treat privacy and personal space with care
D) Follow the tenets of the official religion of the United States
E) Learn as much about the written language of other cultures as possible
Answer: B
Explanation: B) The problem with the Golden Rule is that other people don't always want to be
treated the same way you want to be treated, particularly across cultural boundaries.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
116) Which of the following is one way to improve your cultural competency?
A) Use good quality translation software whenever possible
B) Use a direct and focused communication style
C) Exercise tolerance, flexibility, and respect
D) Always begin with personal stories and questions
E) Follow the tenets of the official religion of the United States
Answer: C
Explanation: C) Exercise tolerance, flexibility, and respect. This will allow communicators to
improve cultural competency by creating a better understanding of the cultural norms of others.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
117) Which of the following is one way to improve your cultural competency?
A) Strive for equality and avoid individualism
B) Apply the "Golden Rule" consistently
C) Incorporate respect and rigid structure in communication formats
D) Practice patience and maintain a sense of humor
E) Incorporate bias whenever possible
Answer: D
Explanation: D) Practice patience and maintain a sense of humor. Even the most committed and
attuned business professionals can make mistakes in intercultural communication, so it is vital
for all parties to be patient with one another.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
118) What do many U.S. companies expect from employees, even those who work in teams and
collaborative settings?
A) Group harmony
B) Equality
C) Consistent communication style
D) Group success
E) Individualism
Answer: E
Explanation: E) In contrast to cultures that value group harmony and group success, U.S. culture
generally expects individuals to succeed by their own efforts, and it rewards individual success.
Even though teamwork is emphasized in many companies, competition between individuals is
expected and even encouraged in many cases.
Diff: 1
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
119) When adapting to other cultures, the "Golden Rule" is
A) a helpful principle to follow.
B) less effective than treating others the way they want to be treated.
C) helpful, but only in Asian countries.
D) none of the above.
Answer: B
Explanation: B) Across cultures, people often don't want to be treated as you yourself would
want to be treated. So, rather than following the Golden Rule, find out how people want to be
treated, and then treat them accordingly.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
120) Business communicators can improve their cultural competency by
A) becoming aware of their own biases.
B) exercising tolerance, flexibility, and respect.
C) practicing patience and maintaining a sense of humor.
D) all of the above.
Answer: D
Explanation: D) Business communicators can use the following four guidelines to improve their
cultural competency: becoming aware of their biases; ignoring the "Golden Rule"; exercising
tolerance, respect, and flexibility; and practicing and keeping a sense of humor.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Concept/Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
121) Following the "Golden Rule" is not an effective strategy for adapting to other cultures.
Answer: TRUE
Explanation: The problem with the Golden Rule is that it is specific to a person's home culture.
People in other cultures often don't want to be treated as you would want to be treated, but rather
as they themselves would want to be treated.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
122) Businesses in the United States always value teamwork over individualism.
Answer: FALSE
Explanation: Even though teamwork is emphasized in many companies, competition between
individuals is expected and even encouraged in many cases.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
123) Businesses in the United States value punctuality and the efficient use of time.
Answer: TRUE
Explanation: U.S. businesses value punctuality and the efficient use of time. For instance,
meetings are expected to start and end at designated times.
Diff: 2
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
124) Identify guidelines for adapting your approach to successful communication in other
cultures.
Answer: Become aware of your own biases. Successful intercultural communication requires
more than just an understanding of the other party's culture; you need to understand your own
culture and the way it shapes your communication habits. Be careful about applying the "Golden
Rule." The problem with the Golden Rule is that other people don't always want to be treated the
same way you want to be treated, particularly across cultural boundaries. The best approach:
Treat people the way they want to be treated. Exercise tolerance, flexibility, and respect. Finally,
practice patience and maintain a sense of humor. Even the most committed and attuned business
professionals can make mistakes in intercultural communication, so it is vital for all parties to be
patient with one another.
Diff: 3
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Synthesis
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
125) What should be done if you find yourself in an awkward or embarrassing moment when
you are working with people from other cultures?
Answer: Even the most committed and attuned business professionals can make mistakes in
intercultural communication, so it is vital for all parties to be patient with one another. As
business becomes ever more global, even people in the most tradition-bound cultures are
learning to deal with outsiders more patiently and overlook occasional cultural blunders. A sense
of humor is a helpful asset as well, allowing people to move past awkward and embarrassing
moments. When you make a mistake, simply apologize and, if appropriate, ask the other person
to explain the accepted way; then move on.
Diff: 3
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
126) When working with businesspeople from the United States, what should be remembered
about individualism, equality, and personal space at work?
Answer: In contrast to cultures that value group harmony and group success, U.S. culture
generally expects individuals to succeed by their own efforts, and it rewards individual success.
Even though teamwork is emphasized in many companies, competition between individuals is
expected and even encouraged in many cases.
In terms of equality, the country's historical record on equality has not always been positive, and
while some inequalities still exist, equality is considered a core American value. This principle
applies to race, gender, social background, and even age. To a greater degree than people in
many other cultures, Americans believe that every person should be given the opportunity to
pursue whatever dreams and goals he or she has in life. When addressing privacy and personal
space on the job, this appears to be changing somewhat with the popularity of social networking
and other personal media, but people in the United States are still accustomed to a fair amount of
privacy. That also applies to their "personal space" at work. For example, they expect you to
knock before entering a closed office and to avoid asking questions about personal beliefs or
activities until they get to know you well.
Diff: 3
LO: 3.4: List four general guidelines for adapting to any business culture.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
127) Which of the following is one trait required of a communicator when adapting
communication efforts to other cultures?
A) Motivation
B) Better communications technology
C) Learning about several cultures at the same time
D) The ability to compare and contrast all cultures
E) Being comfortable in a variety of cultures
Answer: A
Explanation: A) Effectively adapting your communication efforts to another culture requires not
only knowledge about the culture but also the ability and motivation to change your personal
habits as needed.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
128) Which of the following is one skill required of a communicator when adapting
communication efforts to other cultures?
A) Better communications technology
B) Change of personal habits
C) Learning about several cultures at the same time
D) The ability to compare and contrast all cultures
E) Being comfortable in a variety of cultures
Answer: B
Explanation: B) Effectively adapting your communication efforts to another culture requires not
only knowledge about the culture but also the ability and motivation to change your personal
habits as needed.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
129) Which of the following is one thing organizations do to relieve the burden on employees of
having to learn multiple cultures in depth?
A) Expect each employee to learn a new language
B) Provide a general overview of cultures around the world
C) Appoint regional specialists
D) Incorporate translation software to communication systems
E) Teach employees standards of American culture
Answer: C
Explanation: C) Many companies appoint specialists for countries or regions, giving employees
a chance to focus on just one culture at a time. And if your employer conducts business
internationally, it may offer training and support for employees who need to know more about
specific cultures.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
130) What should be considered when seeking to understand the nature of ethics, values, and
laws of those of other cultures?
A) Primary resources and principal products
B) How people view scheduled appointments
C) Generally accepted working hours
D) The idea that politeness is more important than factual honesty
E) Phrases, facial expressions, or hand gestures that might be considered rude
Answer: D
Explanation: D) When appraising the nature of ethics, values, and laws, one should determine if
money or a gift might be expected, if people value competitiveness or cooperation, attitudes
toward work and money, and whether politeness is more important than honesty.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
131) When seeking to understand political patterns in another country, which of the following
should be considered?
A) Tolerance for religious minorities
B) The expectation of money or gifts
C) Honesty being more important than politeness
D) Specific colors that are not appropriate
E) How appropriate it is to talk about politics in a business situation
Answer: E
Explanation: E) It is important to assess the political patterns including how stable the political
situation is, does the political situation affect business in and out of the country, and how
appropriate it is to talk about politics.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
132) Because religious beliefs are important to many, what should someone communicating with
business partners in other countries know about religion in that country?
A) Which places, objects, actions, and events are sacred
B) How do people react to strangers
C) Is politeness valued more than factual honesty
D) Where is the seat of honor at a table
E) What the generally accepted working hours are
Answer: A
Explanation: A) Religious beliefs often shape how a company does business, including holidays,
business hours, and what events, objects, places, and actions are sacred.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
133) Understanding how people view scheduled appointments is an aspect of which area of
doing business in other cultures?
A) Understanding social customers
B) Economic and business institutions
C) Religious and social beliefs
D) Political patters
E) The nature of ethics, values, and laws
Answer: B
Explanation: B) It is important to learn about economic and business institutions and the right
way to schedule appointments, determine working hours, and when to socialize and when to
conduct actual business.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
134) Why is it important to learn a few key phrases in the language of a colleague in another
country?
A) To help determine the nature of ethics and values
B) To better learn about the economic and business institutions
C) To indicate you are committed to the business relationship
D) To increase your understanding of religious beliefs
E) To better assess political patterns
Answer: C
Explanation: C) Doing so not only helps you get through everyday business and social situations
but also demonstrates your commitment to the business relationship.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Written and oral communication
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
135) When writing in English for non-native English speakers, what is one way you can help to
clarify your message?
A) Choose words carefully
B) Add extensive detail
C) Use longer paragraphs
D) Eliminate transitions
E) Spell out numbers and dates
Answer: A
Explanation: A) Use precise words that don't have the potential to confuse with multiple
meanings.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
136) When writing in English for non-native English speakers, how will transitional words and
phrases help the reader's understanding of the message?
A) By allowing them to understand smaller chunks of information at a time
B) By allowing them to follow your train of thought
C) Numbers and dates will be clearer and less likely to be misinterpreted
D) By allowing readers to better understand slang terms and local idioms
E) By helping readers separate humor and references to popular cultures
Answer: B
Explanation: B) Help readers follow your train of thought by using transitional words and
phrases. For example, tie related points together with expressions such as in addition and first,
second, and third.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Written and oral communication
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
137) When working with those from another culture, what can be done to improve your listening
and comprehension skills?
A) Use local idioms and jargon whenever possible
B) Increase your use of nonverbal feedback
C) Be tolerant of vocabulary choices
D) Assume the speaker has adjusted the content of the message for you
E) Look for changes in tone, speed, and volume, indicating something is important
Answer: C
Explanation: C) Listeners need to be tolerant of accents, vocabulary choices, gestures, and other
factors that might distract them from hearing the meaning of a speaker's message.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
138) Which of these steps can help you improve your effectiveness in intercultural
conversations?
A) Rephrase your ideas often
B) Use overly simplified sentences
C) Ignore nonverbal feedback that is culturally different
D) Speak slowly and clearly
E) Assume the listener will ask questions if they are unsure about something
Answer: D
Explanation: D) To be more effective in intercultural conversations, remember to speak slowly
and clearly.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
139) When conversing with someone from another culture, how should you end the
conversation?
A) By stressing and over enunciating key ideas from the conversation
B) Bow
C) By double-checking to make sure you and the other person agree on what was decided
D) Immediately rephrase what has been agreed on
E) Interrupt and correct the listener if they misspeak
Answer: C
Explanation: C) At the end of the conversation, double-check to make sure you and the listener
agree on what has been said and decided.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
140) Which of the following can be used to clarify meaning in both spoken and written
communications?
A) Interpreters
B) Transcreation
C) Back-translation
D) Translators
E) Simplicity
Answer: D
Explanation: D) You may encounter business situations that require using an interpreter (for
spoken communication) or a translator (can be used for both spoken and written
communication).
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Written and oral communication
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
141) What is transcreation?
A) Encoding a message into another language, then retranslating it back to the native language
B) Using tools such as Google Translate to automate translation
C) Using an interpreter for spoken and written communication
D) The ability to properly translate slang and local idioms
E) Recreating material for a new culture instead of simply translating it
Answer: E
Explanation: E) In marketing and advertising, where being in tune with contemporary culture is
critical, companies sometimes use transcreation, which essentially amounts to recreating the
material for new cultural contexts, rather than simply translating the text.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
142) When writing to businesspeople in other countries, you should
A) use an informal, friendly tone.
B) keep your sentences and paragraphs long.
C) be vague and general in your wording.
D) make generous use of transitional words and phrases.
Answer: D
Explanation: D) Transitional words and phrases help readers tie the thoughts and facts of your
text together. Make sure your reader can easily understand how information in one paragraph ties
to others by including appropriate transitional words and phrases.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
143) During conversations with non-native English speakers, you should
A) immediately rephrase statements they don't seem to understand.
B) avoid paying too much attention to nonverbal feedback.
C) avoid including any words or phrases from their native language.
D) do none of the above.
Answer: D
Explanation: D) Instead of trying the above strategies, try instead to speak slowly and clearly,
elicit feedback whenever possible, and summarize at the end of the conversation to make sure
that your thoughts have been effectively communicated.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
144) With the exception of ________, the following statements about intercultural
communication are TRUE.
A) Learning some common phrases in the language of your business partners will demonstrate
your commitment to the business relationship.
B) Being able to communicate in more than one language can make you a more competitive job
candidate in a wider variety of career opportunities.
C) Mobile devices can help you learn another language or communicate with someone who
doesn't speak your language.
D) You can assume people who speak the same language (but come from different countries)
will
speak that language in the same way.
Answer: D
Explanation: D) Don't assume people from two countries who speak the same language speak it
in the same way.
Diff: 3
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
145) As used in everyday language, ________ mean more than the sum of their literal parts, so
they cannot be taken literally.
A) noun clauses
B) prepositional phrases
C) idiomatic phrases
D) adverbial clauses
Answer: C
Explanation: C) Everyday speech and writing contain slang and idiomatic phrases that mean
more than the sum of their literal parts, such as "More bang for the buck." Because people from
other cultures often rely on a literal translation of words to extract meaning, a multicultural
audience may have no idea what you're talking about when you use such phrases.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
146) The term ________ refers to dedicated software and online services that offer various forms
of automated translation.
A) machine interpolation
B) digital interpretation
C) online transcription devices
D) computerized translation tools
Answer: D
Explanation: D) The time and cost required for professional translation has encouraged the
development of computerized translation tools. Dedicated software tools, mobile apps, and
online services offer various forms of automated translation.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Information technology
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
147) Local expressions and slang will clarify a message for the person you are communicating
with.
Answer: FALSE
Explanation: Avoid slang, idiomatic phrases, and business jargon whenever possible.
Diff: 1
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Written and oral communication
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
148) It is appropriate to ask a speaker to repeat a comment if you do not understand it.
Answer: TRUE
Explanation: If you do not understand a comment, ask the person to repeat it. Any momentary
awkwardness you might feel in asking for extra help is less important than the risk of
unsuccessful communication.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Application
AACSB: Written and oral communication
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
149) Mobile devices can help you learn another language or communicate with someone who
doesn't speak your language.
Answer: TRUE
Explanation: A wide variety of apps and websites are available to help with essential words and
phrases, grammar, pronunciation, text translation, and real-time audio translation.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
150) Briefly describe at least three strategies for writing effective multicultural messages.
Answer: Strategies for writing multicultural messages include using simple, clear English; being
brief; using transitional elements; addressing international correspondence properly; and citing
numbers and dates carefully. It is also important to avoid slang, idioms, and humor.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
151) What are the key ways to improve your intercultural skills?
Answer: You can improve your intercultural skills throughout your career by studying other
cultures and languages, respecting preferences for communication styles, learning to write and
speak clearly, listening carefully, knowing when to use interpreters and translators, and helping
others adapt to your culture.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
worl
52) A new employee who speaks English as a second language has just joined the design team
you lead. You notice that she often looks confused during conversations. Describe at least three
useful strategies for this situation.
Answer: Strategies you can use include (1) speak slowly and clearly, (2) don't rephrase until it's
obviously necessary, (3) look for and ask for feedback, (4) don't talk down to the other person,
and (5) at the end of the conversation, verify what has been said and decided.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Critical Thinking
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
153) What can you do to help others adapt to your language and culture?
Answer: Everyone can contribute to successful intercultural communication. Look for
opportunities to help people fit in and adapt their communication style. For example, if a non-
native English speaker is making mistakes that could hurt his or her credibility; you can offer
advice on the appropriate words and phrases to use. Most language learners truly appreciate this
sort of assistance, as long as it is offered in a respectful manner. You can also take steps to
simplify the communication process. For instance, oral communication in a second language is
usually more difficult than written forms of communication, so instead of asking a foreign
colleague to provide information in a conference call, you could ask for a written response
instead of or in addition to the live conversation.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
154) When doing business in other cultures, what are some strategies you can use to promote
effective intercultural communication?
Answer: One strategy is to understand social customs regarding issues such as common ways of
greeting others: Should you bow or shake hands? It is also helpful to learn about clothing and
food preferences that characterize the culture in which you'll work. Doing so requires finding out
(among other things) which occasions require special clothing, how many times a day people eat,
and so forth. Other strategies include assessing political patterns, understanding religious and
folk beliefs, learning about business institutions, and appraising the nature of ethics, values, and
laws.
Diff: 3
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Concept
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
155) What steps can you take to improve your intercultural conversation skills, both as a speaker
and as a listener?
Answer: To be more effective in intercultural conversations, remember these tips: (1) Speak
slowly and clearly; (2) don't rephrase until it's obviously necessary (immediately rephrasing
something you've just said doubles the translation workload for the listener); (3) look for and ask
for feedback to make sure your message is getting through; (4) don't talk down to the other
person by over enunciating words or oversimplifying sentences; and (5) at the end of the
conversation, double-check to make sure you and the listener agree on what has been said and
decided. As a listener, you'll need some practice to get a sense of vocal patterns. The key is
simply to accept what you hear without jumping to conclusions about meaning or motivation.
Let other people finish what they have to say. If you do not understand a comment, ask the
person to repeat it. Any momentary awkwardness you might feel in asking for extra help is less
important than the risk of unsuccessful communication.
Diff: 2
LO: 3.5: Identify seven steps you can take to improve your intercultural communication skills.
Skill: Application
AACSB: Diverse and multicultural work environments
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world