Chapter 01 Thriving in a Digital, Social, and Mobile Workplace

1. Which statement regarding communication skills in the workplace is correct?

a. The COVID-19 pandemic has revealed the relative unimportance of good communication skills in the
workplace.
b. Communication skills often rank at the bottom of recruiters’ wish lists.
c. Superior communication skills will make you marketable in the workplace of the future regardless of
economic climate.
d. Today's workers communicate less, not more, since information technology and social media have swept the
workplace.

RATIONALE: The COVID-19 pandemic forced an unprecedented expansion of remote work and accelerated
the digital transformation of the workplace. In this hyperconnected and always-on environment,
communication skills are critical.

2. Communication skills _______.

a. are not as important as technical skills for career success
b. are not necessary in today's competitive job market
c. are ranked by recruiters at the top of qualities they most desire in job
seekers
d. cannot be learned; they are innate

RATIONALE: Studies confirm that recruiters rank communication skills at the top of qualities they most desire
in job seekers. Your ability to communicate will make you marketable and continue to be your
ticket to success regardless of the current economic climate. The good news is that effective
communication can be learned.

3. Which of the following statements is an accurate description of communication in the workplace today?
a. Workers today communicate less than in previous years.
b. Technology has not affected how and why we communicate.
c. Businesses today generate a wide range of messages using a variety of
media.
d. Writing is a skill set used only by managers and corporate executives.

RATIONALE: Because of technology, all workers will write more on the job and use a wider range of
communication channels, including letters, memos, e-mails, wikis, texts, instant messages, and
blogs.

4. The combination of communication, logical reasoning, critical-thinking, teamwork, and management skills used to be
referred to as soft skills, but now are being referred to instead as interpersonal skills or _______.
a. statistical skills
b. professional skills
c. emotional skills
d. executive skills

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RATIONALE: Soft skills are essential career attributes. In addition to technical knowledge, your future
employer will expect you to show professionalism and possess what are variously called soft
skills, people skills or emotional intelligence. Because these skills are becoming increasingly
more important, they are now being referred to as interpersonal skills or professional skills.

5. Strategic use of e-mail, internet, voice mail, and texting are important in developing your _______.
a. on-the-job accuracy
b. relationships with your co-workers
c. professional image
d. productivity goals

RATIONALE: If you look and sound professional while working, you are more likely to be taken seriously and
to be promoted.

6. Major trends in today's dynamic world of work include increased emphasis on self-directed work groups and virtual
teams, heightened global competition, innovative communication technologies, new work environments, and focus on
_______.
a. creating an entirely online presence
b. promoting from within
c. increasing levels of management
d. business ethics ( Đạo đức kinh doanh )

RATIONALE: Because of recent publicized business scandals, companies are now eager to regain public trust
and to build ethical environments. Many businesses have written ethical mission statements,
installed hotlines, and appointed compliance officers to ensure strict adherence to standards and
legislation.

7. Which one of the following statements about today's business environments is correct?
a. The number of telecommuting employees is expected to decline in the future.
b. All companies assign offices for employees.
c. Many employees today no longer need an office; they can work anytime and anywhere.
d. Workers today spend more time in offices than workers in the past.

RATIONALE: Technological advances have allowed today's employees to work anytime and anywhere with
just a mobile phone and a wireless computer, causing the number of telecommuting employees
to increase.

8. Which statement below is an accurate description of today’s workplace?

a. Employees can expect to have more managers.
b. Very few businesses involve employees in decision making.
c. Today's employees can expect to interact with people from many cultures.
d. Businesses use social media only to interact with customers.

RATIONALE: Because many companies are moving beyond domestic markets, today's employees will be
interacting more with people from many cultures. To be a successful communicator, you will

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 want to learn about other cultures and develop intercultural skills such as sensitivity, tolerance,
flexibility, and patience.

9. The term flattened management hierarchies refers to _______.

a. renewed emphasis on ethics
b. fewer levels of management

c. more levels of management

d. less individual decision making and communication

RATIONALE: After recent scandals many businesses have a renewed interest in ethics and a dedication to
regain public trust. In addition, these companies have expanded to global markets and have
reduced layers of management to remain competitive. Companies also expect employees to
work in teams more than ever.

10. The ability to access data on remote servers with a computer or mobile device is called _______.
a. presence technology
b. cloud computing
c. videoconferencing
d. podcasting

RATIONALE: Cloud computing is the ability to access data on remote servers with a computer or mobile
device, and it has helped fuel unparalleled mobility and information sharing.

11. According to researchers, most people listen at what level of proficiency?

a. 100 percent
b. 5 percent
c. 25-50 percent
d. 75 percent

RATIONALE: Researchers suggest that we listen at only 25 to 50 percent efficiency. These poor listening
habits are costly in business and affect professional relationships.

12. Which of the following statements is an accurate statement about listening?

a. Very few management problems are related to listening.
b. The average person remembers nearly three quarters of what he or she hears following a 10-minute
presentation.
c. We misinterpret, misunderstand, or change very little of what we hear.
d. Most people are not very good listeners.

RATIONALE: Most of us are not very good listeners because we don't remember even half of what we hear
following a short presentation and because we misinterpret, misunderstand, or change nearly
70 to 90 percent of what we hear! Effective listening is also important to businesses because
over half of management problems are related to listening.

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13. Many of us are poor listeners because _______.
a. the brain can process information at least three times as fast as
people talk
b. we have become a distractible society
c. we rely more on visual cues
d. we rely more on non-verbal cues

RATIONALE: Many of us are poor listeners because our brains can process information faster than speakers
talk. Specifically, listeners can process 450 words per minute, but in reality speakers talk
about 125 to 175 words per minute.

14. The lag time between the speed with which listeners process words per minute (450) and the speed at which speakers
talk (about 125 to 175 words per minute) is called the _______.
a. speech-thought
differential
b. mind gap
c. listening gap
d. speaking distinction

RATIONALE: People can process information that they hear faster than the average speaking speed. This
difference is called the speech-thought differential.

15. Which of the following is a psychological barrier for listening?

a. Hearing disabilities
b. Poor acoustics
c. Noisy
surroundings
d. Personal values

RATIONALE: Physical barriers for listening include hearing disabilities, poor acoustics, and noisy
surroundings. Other physical barriers include being ill, tired, or uncomfortable. We
encounter psychological barriers to listening when we tune a speaker out because their ideas
run counter to our preconceived thoughts.

16. Your boss is giving instructions for a new method of keeping expense accounts. However, you find it difficult to
concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier

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RATIONALE: You are experiencing a psychological barrier, which results from having different cultural,
ethical, and personal values. Language barriers refer to word choices, physical barriers
refer to problems in the setting, and nonverbal barriers refer to body language and
other delivery dynamics.

17. Breanna must inform her workforce that the company will need to let go of a certain number of employees. Which
word would be best for Breanna to use when delivering this news to the employees?
a. Layoff
b. Streamlining
c. Paradigm shift
d. Rightsizing

RATIONALE: To prevent reactions due to language usage, Breanna should probably use "layoff" to describe
the company's need to let go of employees. All other answer choices reflect unfamiliar or
unclear words that the audience might not understand.

18. Which of the following is associated with active listening?

a. Establishing a receptive mindset
b. Focusing on appearance and delivery
c. Concentrating on your next comment
d. Taking as many notes as possible

RATIONALE: Active listening includes stopping your talking, controlling surroundings, establishing a
receptive mindset, keeping an open mind, listening between the lines and for main points,
capitalizing on lag time, judging ideas and not appearances, holding fire, and taking selective
notes.

19. To show that you are actively listening during a job interview, you should _______.
a. nod strategically and maintain eye contact
b. reply quickly to minimize lag time
c. use ambient noises to create a relaxed
environment
d. adopt a sympathetic attitude

RATIONALE: Eye contact and head nodding indicate that the individual is listening actively and is
interested in the speaker's message.

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20. Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off her
cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to
improve listening?
a. Keeping an open mind
b. Establishing a receptive
mindset
c. Capitalizing on lag time
d. Controlling her surroundings

RATIONALE: Active listeners strive to do all of these, but Amelia is focusing on controlling her
surroundings by removing as many competing sounds and distractions as possible.

21. Nonverbal communication includes _______.

a. all unwritten and unspoken messages
b. only body language and gestures that accompany a spoken message
c. only eye contact and facial expressions that support the meaning of the
words
d. only cues that reveal agreement with or contradiction of the verbal message

RATIONALE: Nonverbal communication is all communication except the actual words (verbal
communication). Body language, eye contact, gestures, and facial expressions are only a part
of nonverbal communication.

22. Examples of nonverbal communication include facial expressions, eye contact, and _______.
a. taking notes
b. speaking in a loud
voice
c. posture
d. appropriate dress

RATIONALE: In the workplace, you can make a good impression by controlling your posture and gestures.
Erect posture can send a message of confidence, competence, diligence, and strength.

23. Which of the following statements is an accurate description of nonverbal communication?

a. Nonverbal communication comprises very little of a message that is sent or received.
b. When verbal and nonverbal messages contradict, receivers believe that the verbal message is more
accurate.
c. Meanings of nonverbal behaviors are often influenced by the communication context and by one's
culture.
d. Nonverbal communication applies to only intended messages.

RATIONALE: Nonverbal communication includes all unspoken and unwritten messages that are intended or
not. The interpretations of such messages are often influenced by the communication context

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 and one's culture. In addition, nonverbal messages are usually more reliable than verbal
messages when the two contradict.

24. Most people think that the best predictor of a speaker's true feelings is their _______.
a. facial
expressions
b. posture
c. gestures
d. eyes

RATIONALE: While all these types of nonverbal communication may provide some indication of the
speaker's feelings, most people think that the eyes are the best predictor of a speaker's true
feelings.

25. Which of the following statements about posture and gestures is accurate?
a. The meaning of some gestures can vary among cultures.
b. Gestures are only movements without meaning attached to them.
c. Leaning towards a speaker suggests boredom and disinterest.
d. Erect posture tends to convey rigidity and stubbornness.

RATIONALE: The meaning of gestures can vary from culture to culture.

26. According to Edward T. Hall, in which spatial zone do most people converse with friends and family members?
a. Intimate
b. Personal
c. Social
d. Public

RATIONALE: The intimate zone is usually reserved for the communications we have with friends and
family.

27. According to Edward T. Hall, which spatial zone is the largest?

a. Intimate
b. Personal
c. Social
d. Public

RATIONALE: The public zone represents the largest spatial zone and extends approximately 12 feet and
beyond.

28. Which of the following tips should you follow to improve your nonverbal communication skills?
a. Focus only on the speaker’s words when you are engaged in conversation.
b. Observe yourself on video.

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 c. Avoid individuals from other cultures so that you don't start using inappropriate nonverbal behaviors displayed
in other cultures.
d. Avoid asking the speaker questions when their nonverbal and verbal messages contradict.

RATIONALE: The best way to improve your nonverbal communication skills is to observe yourself on
video to ensure that your verbal and nonverbal messages are in sync.

29. In addition to her attire and physical engagement during an interview, what other element of Laylah’s candidacy for
the position embodies nonverbal communication?
a. How well she shows that she has researched the company in her responses to questions
b. The visual appeal of the resume and cover letter she has submitted

c. The content of the questions she asks at the end of the interview
d. All of these

RATIONALE: Laylah should make sure that her resume and cover letter are error free and look neat,
professional, and well-organized. The way an e-mail, letter, memo, or report looks can have
either a positive or a negative effect on the receiver.

30. Stephen's manager notices that he slammed his desk drawer right after he said that he was happy to work late. To
optimize communication, the manager should _______.
a. tell Stephen that he should behave more professionally
b. respond to the verbal message only and thank him for working late
c. seek additional information by saying, I'm not sure that you're okay with staying late. Do you have
somewhere you need to be?
d. avoid asking Stephen to stay late in the future

RATIONALE: When you perceive nonverbal cues that contradict verbal meanings, politely probe for more
information. You can improve communication and resolve confusion by asking a sincere,
polite question.

31. Every country has a unique culture or common heritage that _______.
a. teaches its members how to behave and conditions their reactions
b. results from a common gene pool
c. is created by a structured educational system
d. comes from an orderly system of government and laws

RATIONALE: Every country has a unique culture or common heritage that teaches its members how to
behave and conditions their reactions. This culture or common heritage has nothing to do
with a common gene pool, formal education, or laws.

32. The five dimensions of culture are: power distance, individualism, context, time orientation, and _______.
a. tolerance
b. collectivism
c. communication style
d. space orientation

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RATIONALE: The five dimensions of culture include context, individualism, time orientation, power
distance, and communication style.

33. The most important cultural dimension is _______.

a. power distance
b. communication style
c. time orientation
d. context

RATIONALE: Context, which refers to the stimuli, environment, or ambience surrounding an event, is
probably the most important dimension of culture.

34. Which of the following is a common trait of a business communicator from a low-context culture?
a. Valuing group membership
b. Preferring indirect verbal interaction
c. Placing emphasis on written information
d. Relying on context and feeling

RATIONALE: Communicators from low-context cultures prefer direct verbal interaction, value
individualism, rely on logic, and place emphasis on written information.

35. Communicators from North America, Scandinavia, and Germany tend to be logical, analytical, and action oriented.
They also depend little on the context of a situation to convey their meaning. These communicators represent what kind of
culture?
a. High-context
b. Primitive
c. Ancient
d. Low-context

RATIONALE: Communicators in low-context cultures tend to be logical, analytical, and action oriented.
They depend little on the context of a situation to convey meaning.

36. Which of the following countries represents a high-context culture?

a. United States
b. Germany
c. Norway
d. Japan

RATIONALE: Japan, along with China and Arab countries, is a high-context culture.

37. North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural
dimension of _______.
a. individualism
b. power distance

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 c. communication style
d. time orientation

RATIONALE: In business situations North Americans tend to value straightforwardness and are suspicious
of evasiveness. These values illustrate communication style.

38. Which of the following countries would likely view a business contract as a binding document?
a. Mexico
b. Greece
c. Japan
d. Germany

RATIONALE: Because members of a low-context culture such as Germany consider words in contracts to
be precise, important, and constant, they view contracts differently than will members of
high-context cultures like Mexico, Greece, and Japan.

39. Which one of the following statements accurately describes the effect of social media and communication technology
on culture?
a. Because of social media, communicators can now reach out to larger and more varied audiences than in
the past.
b. Social media always makes individuals of various cultures feel connected.
c. Social media offers very little potential for intercultural engagement.
d. Developers of social media should use the same design principles for all audiences.

RATIONALE: Because of social media, communicators can now reach out to larger and more varied
audiences than in the past. Therefore, social media offers the potential for intercultural
engagement, which explains the reason why those who design media appeal to each
market. However, social media can deepen feelings of isolation and make interpersonal
communication more difficult because all contact is mediated electronically.

40. Which one of the following is an accurate statement about ethnocentrism?

a. Ethnocentrism occurs in only Western cultures.
b. Ethnocentrism does not exist in today's culturally diverse workplace.
c. Ethnocentrism causes us to judge others by our own values.
d. Ethnocentrism is the oversimplified perception of a behavioral pattern or characteristic applied to all
groups.

RATIONALE: Ethnocentrism is the belief in the superiority of one's own culture. This belief is a natural
attitude found in all cultures, and it causes us to judge others by our own values.

41. An American businessperson who thinks that all Swiss are hardworking, efficient, and neat is demonstrating an
example of _______.
a. ethnocentrism
b. tolerance
c. stereotyping

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 d. a cultural
norm

RATIONALE: The belief that all members of a group have the same behavioral pattern is stereotyping and
not ethnocentrism, tolerance, or a cultural norm.

42. Learning about beliefs and practices different from our own and appreciating them means displaying _______.
a. tolerance
b. individualism
c. stereotyping
d. gender norming

RATIONALE: Developing intercultural tolerance means practicing empathy, being nonjudgmental, and
being patient. To do so, you must first learn about the beliefs and practices different from
your own and appreciate them.

43. One of the best ways to increase tolerance when communicating with those from other cultures is to
practice empathy, which refers to _______.
a. speaking louder and listening more actively
b. sharing your preferred communication style with
others
c. trying to see the world through others' eyes
d. thinking more individualistically

RATIONALE: Tolerance requires you to have sympathy for and appreciation of the customs of other
cultures. You develop this tolerance through practicing empathy, which helps you to see the
world through another's eyes. If you are more individualistic or ethnocentric, you will
probably have less tolerance.

44. While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short
sentences and familiar words. However, she noticed that the customer had a glazed expression and did not understand her.
Zoe should _______.
a. repeat what she has said in a louder voice
b. graciously accept the blame for not making her meaning clear
c. end the conversation until an interpreter can be found
d. require the Italian businessperson to restate the message in simple words

RATIONALE: Zoe did well to speak slowly, simply, and clearly with this customer. Now she should
graciously accept the blame for not being clear instead of repeating the same words more
loudly or asking the other person to restate her message.

45. When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly, check
frequently for comprehension, observe eye messages, listen without interrupting, and _______.
a. follow up important messages in writing
b. avoid smiling, which might make you appear to lack seriousness
c. use words that will impress the listener

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 d. assume that the listener understands if he or she nods and smiles in
agreement

RATIONALE: When exchanging important information with someone for whom English is a second
language, you should confirm the results and agreements in writing.

46. Which of the following is an example of an idiom, which can cause confusion for multicultural audiences?
a. This product really rocks!
b. Our products can improve your bottom line.
c. Please submit your report ASAP.
d. Call me if you have any questions.

RATIONALE: A multicultural audience is less likely to understand American slang, idioms, or acronyms.
The audience is more likely to understand clear writing that uses short sentences, short
paragraphs, and action-specific verbs.

47. Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the
contract?
a. Use the metric system.
b. Use American currency figures.
c. Write all months as figures rather than as words.
d. Avoid using any figures in the contract.

RATIONALE: Max should express numbers as figures using the metric system. He should also convert
dollar figures into local currency and avoid using figures to express months. For clarity, he
should instead spell out the month.

48. The benefits of a diverse work environment include improved ability to respond to a diverse customer base, better
decision making and problem solving, and _______.
a. being able to charge more money for products and
services
b. having lower payroll expenses
c. improve employee relationships
d. increased automation of lower skill jobs

RATIONALE: Inclusivity has become a critical bottom-line strategy to increase revenue, engage employees,
and spur innovation. A culturally diverse group can create a sense of camaraderie and
cohesion, is more likely to increase market share and benefits all workers.

49. Which of the following is key to improving workforce diversity?

a. Hiring a more homogenous work group
b. Making fewer assumptions
c. Ignoring differences
d. Requiring employees to conform to a standard company culture

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RATIONALE: Workforce diversity can be improved by understanding the value of differences, providing
diversity training for employees, building on similarities, and making fewer assumptions.

50. Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own
and other cultures, and _______.
a. seek common ground
b. help others conform
c. avoid noticing differences
d. encourage group thinking

RATIONALE: Successful communicators avoid assumptions; learn about all cultures; invite, use, and give
feedback; and seek common ground. Pretending differences don't exist or trying to help
others conform will not improve your communication success with diverse populations who
desire to be recognized and respected.

51. Because of today's communication technology, employees in today's workforce can expect to write fewer messages.
a. True
b. False

RATIONALE: Today's workforce communicates more, not less, because information technology and the
Internet have transformed the world of work.

52. Recruiters often rank communication skills as the highest skill set sought by employers.
a. True
b. False

RATIONALE: In a poll of recruiters, oral and written communication skills were by a large margin the top
skill set sought by employers.

53. Only managers and business executives need strong communication skills.
a. True
b. False

RATIONALE: Employees at all levels and in all fields will need strong communication skills in today's
information-driven society.

54. Employees in today's workforce must be prepared to write using a variety of media.
a. True
b. False

RATIONALE: Employees in today's workforce must be prepared to communicate with the public and within
a company by using a variety of media such as e-mail, instant messaging, texting, blogs,
wikis, and social media sites.

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55. Appreciating diversity is an example of a "soft" skill.
a. True
b. False

RATIONALE: "Soft" skills, which are desirable in all business sectors and job positions, include
communicating and working with others, solving problems, making ethical decisions, and
appreciating diversity.

56. The COVID-19 pandemic has accelerated the shift to _______.

a. remote-based work
b. smaller offices
c. larger breakout areas for impromptu meetings
d. digital databases

RATIONALE: The Covid-19 pandemic has accelerated the shift to remote-based work, as people were
forced to work from home. The change may become permanent, especially in tech and
insurance business sectors.

57. As a frontline employee, you can expect to have more managers in the workforce.
a. True
b. False

RATIONALE: To reduce costs and inefficiencies, today's companies are reducing the levels of management,
which means that you can expect to have fewer managers on the job and that you will be
making more decisions and communicating these decisions to customers, coworkers, and
management.

58. As an employee in today's digital workplace, you can expect to work more independently rather than collaboratively in
groups.
a. True
b. False

RATIONALE: Teamwork has become a reality in businesses. Many companies have created cross-functional
teams to empower employees and boost their involvement in decision making.

59. Faking attention while others are speaking often increases listening skills.
a. True
b. False

RATIONALE: Faked attention seriously threatens effective listening because it encourages the mind to
engage in flights of fancy. Those who fake attention often find it hard to concentrate even
when they want to.

60. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
a. True
b. False

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RATIONALE: Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy
surroundings. Psychological barriers occur because we each bring a unique set of cultural,
ethical, and personal values to the communication process.

61. Physical barriers to listening include only environmentally produced noises.

a. True
b. False

RATIONALE: Although many physical barriers to effective listening are environmentally based, such as
poor acoustics and noisy surroundings, physical barriers to effective listening may also
include hearing disabilities or feelings of fatigue, sickness, or distress.

62. Trying to write down the majority of what a speaker is saying can improve your listening skills.
a. True
b. False

RATIONALE: Identifying only the most important points to write down (rather than everything) will allow
you to continue concentrating on the speaker's message.

63. If you want to become a better listener, your first step is to stop talking.
a. True
b. False

RATIONALE: It is human nature to prefer talking to listening. To improve your listening skills, you must
stop talking and start listening more to practice active listening skills.

64. To improve your listening ability, focus both on what is spoken and what is unspoken.
a. True
b. False

RATIONALE: To improve your listening efficiency, you should listen between the lines. This means that
you should focus on what is spoken and what is unspoken by listening for feelings as well as
for facts.

65. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she should ask as
many questions as possible during the presentation.
a. True
b. False

RATIONALE: Good listeners concentrate on a speaker's main ideas during a presentation—and ask relevant
questions only at appropriate times.

66. Establishing a receptive mindset refers to the listener's openness to learn something new.
a. True

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 b. False

RATIONALE: Effective listeners strive for a positive frame of mind by expecting to learn something new.

67. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
a. True
b. False

RATIONALE: When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal
message.

68. Most communication is nonverbal.

a. True
b. False

RATIONALE: Researchers believe that the bulk of any message we receive is nonverbal.

69. Understanding a message involves listening to only the spoken words.

a. True
b. False

RATIONALE: Successful communicators recognize the power of nonverbal messages and understand that
effective communication involves more than merely listening to the spoken words.

70. Most Americans communicate with business associates at approximately 1½ feet.

a. True
b. False

RATIONALE: According to anthropologist Edward T. Hall, Americans communicate with intimate friends
and family, not business associates, at approximately 1½ feet.

71. The physical appearance of your business documents (such as resume and cover letter) transmit important nonverbal
messages.
a. True
b. False

RATIONALE: Employees send important nonverbal messages to others through their physical appearance
and through the way their business documents look. Both personal appearance and the
physical appearance of a document can have a positive or a negative effect on the receiver.

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72. Zach's company does business globally. By associating with people from diverse cultures, Zach can widen his
knowledge of intercultural messages and can increase his tolerance of differences.
a. True
b. False

RATIONALE: Associating with other cultures, both at work and at leisure, can improve your nonverbal
skills by widening your knowledge of and tolerance for intercultural nonverbal messages.

73. Guilherme wants to make sure that his posture during his upcoming job interview affirms his interest in the position.
To accomplish this, he should lean slightly forward, sit erectly, and maintain eye contact.
a. True
b. False

RATIONALE: Your posture can do much to show your interest in a person or a conversation. Encourage
interaction by leaning forward, sitting or standing erectly, and looking alert.

74. Our culture molds the way we think, behave, and communicate.
a. True
b. False

RATIONALE: Culture is a powerful operating force that molds the way we think, behave, and communicate.

75. Communication style is the most important dimension of culture.

a. True
b. False

RATIONALE: Context is probably the most important dimension of culture.

76. Individuals in high-context cultures prefer direct verbal interaction, value individualism, rely on logic, say "No"
directly, and give authority to written information.
a. True
b. False

RATIONALE: Individuals in low-context cultures prefer direct verbal interaction, value individualism, rely
on logic, say "No" directly, and give authority to written information. They also are generally
less proficient in reading nonverbal cues and communicate in highly structured, detailed
messages with literal meanings.

77. The United States is an example of a low-context culture.

a. True
b. False

RATIONALE: The United States, along with Scandinavia and Germany, represents a low-context culture.
Members of low-context cultures tend to be logical, analytical, and action oriented. They also
value independence and freedom from control.

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78. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of North
American culture.
a. True
b. False

RATIONALE: As a typical North American, Laura tends to value individualism and responsibility.

79. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
a. True
b. False

RATIONALE: North Americans consider time a precious commodity. They correlate time with productivity,
efficiency, and money. Keeping people waiting for business appointments wastes time and is
rude.

80. Individuals in Western cultures are more relaxed about social status and the appearance of power.
a. True
b. False

RATIONALE: In Western cultures people are more relaxed about social status and the appearance of power.
However, in many Asian cultures, wealth, position, seniority, and age are important and must
be respected.

81. Emphasis on the importance of individual words, especially in contracts and negotiations, is a trait of lower-context
cultures such as that of the United States.
a. True
b. False

RATIONALE: People in low-context cultures such as the United States place more emphasis on precise
meanings of words, especially in contracts and during negotiations. On the other hand, people
in high-context cultures place more emphasis on the surrounding context than on the words
describing a negotiation.

82. The first step in learning intercultural skills is being aware of your own culture and how it contrasts with others.
a. True
b. False

RATIONALE: The first step in learning intercultural skills is being aware of your own culture and how it
contrasts with others. Another important step involves recognizing barriers to intercultural
accommodation and striving to overcome them.

83. Ethnocentrism can be found in all cultures.

a. True
b. False

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RATIONALE: Ethnocentrism is the belief in the superiority of one's own culture and is found in all cultures.

84. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.

a. True
b. False

RATIONALE: "Ethnocentrism" is the belief in the superiority of one's own culture. It is wise to be tolerant
in cross-cultural communication, but ethnocentrism can handicap communication.

85. When communicating face-to-face with a person from another culture, you can always assume that the other person is
understanding your ideas if he or she smiles.
a. True
b. False

RATIONALE: When orally communicating with a diverse audience, never assume that a "yes," nod, or
smile indicates comprehension or agreement. Instead, ask probing questions or encourage the
listener to paraphrase your ideas.

86. For international trade it is a good idea to learn and use the metric system.
a. True
b. False

RATIONALE: Because the metric system is widely used throughout the world, for international trade it is a
good idea to learn and use this system.

87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.
a. True
b. False

RATIONALE: The U.S. workforce is expected to change in the coming years. No longer will it be
dominated by males or be Anglo-oriented. Instead, women, Hispanics, African Americans,
Asians, and Native Americans are expected to represent the majority of U.S. workers.

88. Diversity has become a critical bottom-line business strategy in today's global economy.
a. True
b. False

RATIONALE: There is a growing realization among organizations that diversity is critical in improving
relationships and increasing productivity, both of which directly impact a business's bottom
line.

89. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike to reduce conflicts.
a. True
b. False

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RATIONALE: Diversity makes an organization innovative and creative. Sameness fosters an absence of
critical thinking called "groupthink."

90. Lori will be traveling to Germany for a business meeting. Because she and her German counterparts work for the
same company, she can rightfully assume that they are like-minded and have similar ideas about how to accomplish goals.

a. True
b. False

RATIONALE: Lori should avoid making assumptions about her German associates and do some research
prior to her trip about German culture and how it affects professional thinking and operating.

91. Juan Jose’s supervisor has noticed that Juan Jose works effectively in teams, has excellent presentation skills, and has
strong initiative at resolving problems when they arise. These qualities that Juan Jose’s supervisor appreciates in Juan Jose
as an employee are his _______.
a. professional skills
b. technical skills
c. communication skills
d. emotional skills

RATIONALE: Professional skills––such as the ability to communicate, work well with others, solve
problems, make ethical decisions, and appreciate diversity––are essential career attributes in
today's workplace.

92. The ability to store and manage applications and data in remote locations is known as _______.
a. cloud computing
b. information sharing
c. the Internet of
things
d. artificial intelligence

93. Among the five most desirable attributes in job seekers––management, leadership, problem-solving skills, written and
oral communication, and teamwork––which one ranked first?
a. Leadership
b. Management
c. Written and oral communication
d. Teamwork skills

RATIONALE: Written and oral communication skills ranked first among these five attributes. In poll after
poll, communication tops recruiters’ wish lists for desired skills among applicants.

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94. During Maram’s interview, the interviewer was interested in learning more about Maram’s background and extended
the interview an extra 15 minutes. This is an example of what type of non-verbal communication?
a. Space
b. Territory
c. Time
d. Appearance

RATIONALE: Eye contact, facial expressions, posture and gestures, space, time, territory, and appearance
are all examples of nonverbal communication. Extending the interview time shows that the
interviewer is interested in Maram’s potential as an employee.

95. What are the key components of what constitutes culture, as shared by a society, region, or country?
a. A complex system of values, traits, morals, and customs
b. A complex system of beliefs and attitudes
c. A complex system of language, religion, and social structure
d. A complex system of social hierarchy and power

RATIONALE: Culture may be defined as "the complex system of values, traits, morals, and customs shared
by a society, region, or country."

96. According to a model developed by cultural anthropologist Edward T. Hall, context refers to the stimuli, environment,
or ambience surrounding an event. When cultures are placed on a continuum from low to high in relation to context, the
model becomes especially useful for helping to understand differences in _______.
a. personalities
b. attitudes
c. preferences
d. communication styles

RATIONALE: According to a model developed by cultural anthropologist Edward T. Hall, context refers to
the stimuli, environment, or ambience surrounding an event and arranged on a continuum
from low to high. This model can be used to better understand how different types of cultures
communicate, specifically categorized into low and high context cultures.

97. The belief in the superiority of one's own culture, an attitude found naturally in all cultures, is known as _______.
a. stereotyping
b. ethnocentrism
c. intolerance
d. closed-mindedness

98. What term describes the oversimplified perception of a behavior pattern or characteristic applied uncritically to entire
groups?
a. Stereotype
b. Ethnocentrism
c. Empathy
d. Intolerance

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RATIONALE: A stereotype is an oversimplified perception of a behavior pattern or characteristic applied to
entire groups. Stereotypes may create misconceptions and misunderstandings.

99. Power distance refers to how people in different societies see and address differences in _______.
a. equality
b. diversity
c. communication
style
d. individualism

RATIONALE: Power distance refers to how people in societies cope with inequality; in other words, how
they relate to more powerful individuals.

100. Tolerance means learning about those who are not like us and being receptive to new experiences. One of the best
ways to develop this trait is to practice _______.
a. open-mindedness
b. patience
c. empathy
d. ethnocentrism

RATIONALE: Tolerance means learning about those who are not like us and being open-minded and
receptive to new experiences. One of the best ways to become tolerant is to practice empathy,
which means seeing the world through another’s eyes.

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