Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
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c. lose her patience
d. become frustrated
True/False
1. Socialization is part of a larger process known as assimilation.
2. Surveillance is a beneficial tactic that may be used to receive more accurate information.
3. Jargon is a type of slang that is not appropriate to use in professional contexts.
4. Issues such as religion and gender differences influence each of our worldviews.
5. Tensions in the workplace are complex and require more than simple mutual respect to
avoid.
6. Men tend to tag questions on to the end of their statements for the purpose of more
discussion.
7. Dialect refers to various pronunciations of words from the same language.
8. Knowing and understanding the organizational culture is necessary to be able to step back
and reflect on your own communication.
9. Stereotypes are always negative.
10. Every organization has its own organizational culture.
Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
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11. Men are more likely to communicate to establish relationships by using rapport talk.
12. Women are more likely to communicate to accomplish a task by using report talk.
13. Cultural diversity awareness is being aware of diversity that’s present in any working or
social environment.
14. Perception checking is asking others if their perceptions or sense of understanding is correct
or incorrect.
15. When she entered the office of the human resources manager for a job interview, Jody
noticed that the manager had a number of photos of baseball players and the local baseball
stadium on the bookcase shelves and on her desk. These photos are artifacts.
Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
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16. Laura was recently hired by the local professional football team to work in their
administrative offices. As a show of support for the team, Laura stared wearing earrings with
the logo of the team on them. These earrings would be considered to be artifacts.
17. Practices, behaviors, celebrations, and traditions common to people, organizations, and
institutions are known as cultural rites.
18. In the workplace, people you may be working with could present you with differences
you’ve never encountered before, and your communication choices will make or break the
experience.
19. In order to succeed in any professional environment, a person must be aware of and
sensitive to differences between themselves and others.
20. When Elijah and his teammates communicate with the goal of mutual respect, cultural
tensions, misunderstandings, and conflict can be avoided.
21. When cultural competence and mutual respect are absent, discrimination is absent.
22. The act of excluding or denying people of products, rights, and services based on their race,
ethnicity, religion, gender, age, sexual orientation, or disability is known as discrimination.
23. Men and women share the same ways of knowing and communicating.
24. Because men and women work together in various contexts, there is no need to approach
gender diversity with cultural competence.
25. Women are more likely to communicate in a style know as report talk.
26. Race and ethnicity have the same meanings relative to diversity.
27. Stereotypes merely describe the way in which humans categorize or understand, but they
are still always negative.
28. During their conversation about a new student in class, Frankie expresses a couple of
stereotypes to describe that student. Johnny quickly raises his voice, telling Frankie that
stereotyping is wrong and that she needs to stop immediately. Johnny’s point is correct.
29. From the day you were born, your parents, your siblings, your relatives, your friends, your
teachers, and even strangers have been working to socialize you into the culture or cultures
that make up your experiences.
30. Surveillance is obviously the most direct way to gain information.
31. While dialect refers to a person’s pronunciation of various words in a language, accent
differences include variations in the pronunciation of words as well as in vocabulary and syntax.
32. Mutual respect is also known as mutual understanding.
33. Perception checking is unrelated to cultural competence.
34. Testing limits is a strategy a newcomer can use to learn about an organization.
35. When Suzie’s family celebrates her birthday each year, it is a form of cultural ritual.
36. If the QRST pharmaceutical company provides a paid day off for every employee on their
birthday, it is a form of cultural ritual.
37. “Come in TODAY and receive a free gift. Help us recognize our 50th year in business!!” The
celebration of significant organization events is a form of cultural ritual.
38. Worldview refers to a culture’s orientation to supernatural, human, and natural entities in
the cosmological universe and other philosophical issues influencing how its members see the
world.
39. If the Flat Earth Society believes that our world is flat and not round or egg shaped, this
belief is part of their worldview.
40. When developing professional excellence using the KEYS process as it relates to cultural
competence, it is important to begin by knowing yourself and knowing what stereotypes you
hold.
41. Every organization and profession has its own language or jargon that should be avoided
and not used in the workplace.
42. Brenda is trying to learn more about her new college, but the dean who handles
informational requests is not available at the same time Brenda is. Brenda asks her questions of
another person who works in the office. Brenda is using third-party questioning.
Short Answer
1. Jasper’s boss is continually discussing the company’s competition and suggesting that it is an
“us versus them” marketplace, trying to motivate his workforce to “beat” the competition.
Jasper’s boss has established this “us versus them” ______.
2. Factors such as shared history, shared identity, shared geography, or shared culture may join
together to form ______.
3. ______ is the act of excluding or denying people of products, rights, and services based on
their race, ethnicity, religion, gender, age, sexual orientation, or disability.
4. How you talk, behave, dress, and think is heavily influenced by the ways in which others have
socialized you into various ______ groups.
5. One way in which ______ will affect your communication is through differences in accents,
dialects, and languages.
6. An institution’s ______ may include furniture, buildings, technology, artwork, and logos.
7. ______ conversation is one tactic a newcomer can use to learn about an organization.
Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
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Essay
1. Explain and give examples of worldview.
2. Give three examples of diversity in professional contexts.
3. List and describe the seven tactics that a newcomer can use to learn about an organization.
4. Explain the tactics of organizational assimilation. Be sure to mention each distinct phase.
Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
SAGE Publishing, 2020
5. Discuss the difference between race and ethnicity.
6. Caleb has learned that when it comes to communication competence, he should be focusing
on differences based on ethnicity, not race. Discuss why this is the case.
7. Explain cultural rituals and provide an example of a cultural ritual associated with college.
8. What are artifacts and what is their purpose?
Quintanilla, Business and Professional Communication: KEYS for Workplace Excellence 4e
SAGE Publishing, 2020