Vocabulary and quiz

1) psychological changes that happen as a result of integration into another group or country

2) safeguarding information

3) building strong bonds with customer

4) emotional responses to people, ideas, and object

5) different racial, ethnic, and socioeconomic values and beliefs

6) including people of all races, genders, religious, or ethnic backgrounds

7) worth of an idea, place, thing, or practice

8) treat customers like you would like to be treated

9) how an individual manages conflict

10) avoiding looking bad in the eyes of others

Highlight whether the statement is True or False

Diversity is an important aspect of everyone’s life that can present both opportunities and challenges and requires a sharpened knowledge of other people and groups.

· True

· False

Younger customers are as valuable as those in any other group and should be served professionally.

· True

· False

When a customer has a disability, the disability should be deemphasized by thinking of

the person first and the disability second.

· True

· False

Values are the “rules” that people use to evaluate situation; make decisions; interact with others; and deal with conflict.

· True

· False

The diverse nature of your customer population requires you to be aware of the various ways people from different cultures interact in business settings.

· True

· False

Many people only associate the term “diversity” with the word “cultural” which describes the differences between groups of people from various countries and with differing beliefs.

· True

· False

When engaging someone who speaks a different language, it is a wise strategy to avoid jokes or words or acronyms that are tied to sports, historical events, or specific aspects of your own culture.

· True

· False

In some cultures, direct eye contact is often discouraged because it is interpreted as disrespect or overfamiliarity.

· True

· False

Today all cultures use less formality in the business environment and do not stress the importance of using titles and family names as often as they did in the past.

· True

· False

According to the US Census Bureau, over 50 million Americans report having some level of disability.

· True

· False