Vocabulary and quiz

1. ________________ refers to the characteristics, values, beliefs, and factors that make people different, yet similar.

· Diversity

· Precarity

· Meritocracy

· Heteronormativity

· A tribe who members pursue personal goals over the tribes aims

· A nation that provides all its citizens with complete healthcare

· An ethnic group that runs all its decision through a communal decision-making process for common assent

· Emphasizes individuals’ goals more that the collective goals

· Take an indirect approach to conflict resolution

· Consider individuals to be interdependent units of a group

· Tend to use informal mediation to address conflict to prevent embarrassment

4. Which of the following individual is most likely to be a member of a monochromic culture?

· Robert, a deliveryman, ensures punctual service to his customers at any cost

· Jhn, a businessman, is frequently late to board meetings

· Andrew, a lawyer, prefers to be in charge of multiple cases at the same time

5. Members of polychromic cultures differ from members of monochromic cultures in that the former _________________.

· View time as a flexible commodity

· Take time commitments seriously

· Tend to work on one activity at a time

· Consider time to play a major role in relationships

6. The golden rule, a term coined by speaker and author Tony Alessandra, is related to going beyond the step of treating customers the way you want to be treated.

· True

· False

7. The long-term appraisals of the worth of an idea held by individuals are called values.

· True

· False

8. A service provider with good customer awareness understands that all customers are alike and must thus be treated alike.

· True

· False

9. Face refers to the important concept of esteem used in many Asian cultures.

· True

· False

10. When interacting with individual from diverse culture, customer service providers should use nonverbal cues with care since gestures and facial expressions may have different meaning to various cultures.

· True

· False

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