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Chapter 3—Communicating Across Cultures

MULTIPLE CHOICE

1. Which of the following statements about the global economy is most accurate?a. Although the “global village” was predicted years ago, it is far from being a reality.b. Although many national companies do business in foreign markets, few local companies do.c. Many corporations have formed multinational alliances to help them better compete in the

global economy.d. Because of easy access to global information via the Internet, intercultural differences lead to

few misunderstandings.

ANS: C DIF: 3 REF: pp. 70-71 OBJ: 3-1 TYPE: Con

2. Which of the following is probably the most accurate statement about the globalization of markets?a. Although market borders are blurring, it is still easy to determine the nationality of

companies.b. Many companies seek to expand their markets around the world because their domestic

markets are maturing.c. Trade agreements such as GATT and NAFTA have made global trade more difficult.d. Because the United States dominates the world economy, American companies have no need

to adapt to other cultures.

ANS: B DIF: 3 REF: pp. 70-71 OBJ: 3-1 TYPE: Con

3. Which of the following trade agreements created the largest and richest free-trade region on earth?a. General Agreement on Tariffs and Trade (GATT)b. World Trade Organization (WTO)c. European Free Trade Association (EFTA)d. North American Free Trade Agreement (NAFTA)

ANS: D DIF: 3 REF: p. 71 OBJ: 3-1 TYPE: Con

4. Major factors in globalization include maturing local markets, free trade agreements, new transportation technologies, and what other important factor?a. New information technologiesb. A decreasing worldwide populationc. Higher literacy ratesd. Lower poverty levels

ANS: A DIF: 3 REF: p. 72 OBJ: 3-1 TYPE: Con

5. How are new communication technologies used to promote globalization?a. Advancements in communication have made markets and jobs more accessible.b. High-speed, high-capacity, and relatively low-cost communications have made geographical

location virtually irrelevant for many activities and services.c. The Web permits instantaneous oral and written communication across time zones and

continents.

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64 UNIT 1 Communication Foundations

d. All of the above.

ANS: D DIF: 3 REF: pp. 72 OBJ: 3-1 TYPE: Con

6. Persons from many cultures are moving to countries promising to fulfill their dreams. For generations the two most popular destinations have beena. the United States and Japan.b. the United States and Canada.c. France and Great Britain.d. Italy and France.

ANS: B DIF: 3 REF: pp. 72 OBJ: 3-1 TYPE: Con

7. Which of the following statements about the U.S. population is least accurate?a. Over the next 50 years, the population of the United States is expected to grow by nearly 50

percent.b. Immigrants will account for half of all new U.S. workers in the years ahead.c. As the United States becomes more and more homogeneous, cultural diversity is becoming

rare.d. Business communicators must learn to accommodate and manage intercultural change.

ANS: C DIF: 3 REF: pp. 72 OBJ: 3-1 TYPE: Con

8. Today’s North American population can be best described asa. part of a melting pot where people from different ethnic groups blend together.b. a tossed salad or spicy stew where people from different ethnic groups each contribute their

own unique flavor.c. a river of cultures contributing to an ocean of turbulence.d. none of the above.

ANS: B DIF: 3 REF: p. 72 OBJ: 3-1 TYPE: Con

9. Select the most accurate statement about culture.a. Culture cannot be taught; it’s something we’re born with.b. Culture can be both visible and invisible.c. Most cultural beliefs are illogical, with no real basis for existing.d. Because cultural norms are so deep-seated, they almost never change.


10. Select the most accurate statement about culture.a. Culture is a subject that is usually taught in elementary school.b. Cultural attitudes are not learned until adulthood.c. We can expect to deal well with those from another culture without having to adopt new

attitudes.d. Culture is shaped by attitudes learned in childhood and later internalized in adulthood.


11. Which of the following is an invisible sign of culture?a. A supervisor takes her assistant out to lunch for Administrative Professional’s Day.b. Sam believes that adults need to be responsible for their actions.c. On Valentine’s Day, Ross sends flowers to his wife.

CHAPTER 3 Communicating Across Cultures65

d. At every department meeting, the manager sits at the head of the conference table.

ANS: B DIF: 5 REF: p. 74 OBJ: 3-2 TYPE: Ap

12. Which of the following statements about changes in culture is most accurate?a. Over time, cultures rarely change.b. Attitudes, behaviors, and beliefs change in closed societies more quickly than in open

societies.c. Events such as migration, natural disasters, and wars have little or no impact on culture.d. Changes in culture may be caused by advancements in technology and communication.


13. A generalization that is not fixed and rigid when it is used to describe cultures is called aa. stereotype.b. prejudice.c. prototype.d. None of the above.

ANS: C DIF: 3 REF: p. 74 OBJ: 3-2 TYPE: Con

14. Ron recently completed diversity training. Which of the following was he most likely taught during the training?a. If you work hard enough at it, you can talk about cultures without using mental categories,

representations, and generalizations to describe groups.b. Unfounded generalizations about people and cultures can lead to bias and prejudice.c. Today the word stereotype has a positive meaning.d. Because they are fixed and rigid, stereotypes are always entirely false.


15. Which of the following statements about context is least accurate?a. Context is probably the most important cultural dimension and also the most difficult to

define.b. Context refers to the stimuli, environment, or ambience surrounding an event.c. The cultural anthropologist Edward T. Hall developed the concept of context.d. No one has attempted to classify countries according to context.


16. Communicators in high-context culturesa. depend on the context of a situation to help convey their meaning.b. assume that listeners know very little and must be told practically everything.c. tend to be logical, analytical, and action-oriented.d. are likely to take words literally.

ANS: A DIF: 3 REF: p. 75 OBJ: 3-2 TYPE: Con

17. Communicators in low-context culturesa. often imply conclusions rather than directly stating them.b. tend to be logical, analytical, and action-oriented.c. tend to be intuitive and contemplative.


d. emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting.ANS: B DIF: 3 REF: p. 75 OBJ: 3-2 TYPE: Con

18. Varoonchai places great value on the posture, voice inflection, gestures, and facial expressions of employees within the workplace. He is most likely part of a(n) _________________ culture.a. low-contextb. linear logicc. high-contextd. analytical

ANS: C DIF: 5 REF: p. 75 OBJ: 3-2 TYPE: Ap

19. Sarah is an analytical, action-oriented person and places great value on business messages that are objective, professional, and efficient. She is most likely part of a(n) _________________ culture.a. low-contextb. spiral logicc. high-contextd. intuitive

ANS: A DIF: 5 REF: p. 75 OBJ: 3-2 TYPE: Ap

20. An example of a country that has a low-context culture isa. Germany.b. China.c. Japan.d. All of the above.


21. By tradition, Asian businesspeople typically place a high value ona. group decision making.b. individual achievements.c. independence.d. autocratic management styles.


22. A businessperson meets with an executive from another country, and she immediately begins to discuss business. The executive might be particularly offended if he is from which country?a. Mexicob. The United Statesc. Germanyd. Canada


23. Aaron was born in the United States and works for a small company there. Which of the following is most likely?a. Aaron places emphasis on tradition, ceremony, and social rules.b. Aaron likes to talk abut the weather, sports, and other light talk at the beginning of a business

meeting.c. Everyone in Aaron’s company is on a first-name basis.


d. Aaron shows great deference to his boss because of her position, seniority, and age.


24. Which of the following are most likely to take words literally?a. Mexicansb. Americansc. Arabsd. Japanese


25. Which of the following are most likely to be uncomfortable with silence and impatient with delays?a. Mexicansb. Americansc. Arabsd. Japanese


26. Which of the following statements is inaccurate?a. North Americans generally correlate time with productivity, efficiency, and money.b. Hispanics generally see time as an unlimited and never-ending resource to be enjoyed.c. Asians generally are punctual but often take a long time to reach decisions.d. Most cultures generally view time as a precious commodity that should be preserved.

ANS: D DIF: 5 REF: p. 77 OBJ: 3-2 TYPE: Ap

27. Which of the following is the best advice for multinational companies as they design their Web sites?a. Because the majority of Web users are American and speak English, Web sites should be

developed solely for this market.b. English Web sites should be translated page by page when designing country-specific Web sites.c. Avoid using slang, jargon, acronyms, and ambiguous expressions.d. Icons, such as a mailbox, are generally universal and should, therefore, be used freely.


28. The belief that one’s own race is superior is known asa. prototyping.b. stereotyping.c. ethnocentrism.d. prejudice.

ANS: C DIF: 1 REF: p. 78 OBJ: 3-3 TYPE: Def

29. Because she has been taught that a person must work hard to succeed, Nikki expects her Australian coworkers to share her belief. Nikki’s misconception is the result of


a. tolerance.b. stereotyping.c. ethnocentrism.d. prototyping.


30. To improve tolerance for other cultures, one should practicea. prototyping.b. sympathy.c. empathy.d. ethnocentrism.


31. Which of the following statements is least accurate?a. To improve tolerance, one must practice empathy.b. Economic factors are the primary motivators for businesspeople worldwide.c. People in high-context cultures are more concerned with “saving face.”d. Being patient can be a way of exhibiting tolerance.


32. Which of the following statements about nonverbal communication is most accurate?a. Nonverbal skills are as easy to master as verbal skills if one studies hard enough.b. In Eastern cultures people perceive silence as a negative trait because it suggests rejection, unhappiness, depression, regret, embarrassment, or ignorance.c. One way to achieve nonverbal competence is to become more aware of our own nonverbal behaviors and their meanings.d. Because nonverbal communication within cultures is so ambiguous, it doesn’t convey much

meaning.ANS: C DIF: 3 REF: pp. 80-81 OBJ: 3-4 TYPE: Con

33. According to some intercultural experts, the most important attitude in achieving intercultural competence isa. descriptiveness.b. supportiveness.c. nonjudgmentalism.d. ethnocentrism.


34. Meaghan will be traveling to Hungary on business and wants to achieve intercultural competence while there. What is the best advice you can give her?a. Judgmental feedback is appreciated more than descriptive feedback in most cultures.b. When interacting with businesspeople in other cultures, it’s best to take the lead.c. Show supportiveness with head nods, eye contact, facial expression, and physical proximity.d. Use gestures often and freely to attempt to communicate nonverbally.



35. Max will be attending a professional conference in South Korea. What should he do to try to enhance oral communication with his colleagues?a. Assume that his colleagues will speak English well because it is so widely used around the

world.b. Learn how to speak Korean fluently.c. Use slang and jargon to appear more approachable.d. Listen without interrupting.

ANS: D DIF: 5 REF: pp. 81-82 OBJ: 3-4 TYPE: Ap

36. In conversation with an Italian businessperson who speaks English fairly well, Rebecca discovers that much of what she has just said was not understood by the Italian. In continuing the conversation, Rebecca shoulda. speak more slowly and loudly.b. discontinue the conversation until an interpreter can be found.c. repeat the conversation but use more facial expressions and gestures to communicate more

clearly.d. accept blame for the misunderstanding and use simpler language.

ANS: D DIF: 5 REF: pp. 81-82 OBJ: 3-4 TYPE: Ap

37. What is the best advice for an American businessperson who is traveling to Portugal on business?a. Wait until you finish a complete explanation, no matter how long it is, before requesting

feedback.b. Be wary of smiling because it can be misinterpreted in some cultures.c. Follow up oral negotiations and agreements in writing.d. If your Portuguese colleague is having trouble finishing a sentence, show consideration by

finishing it for her.

ANS: C DIF: 5 REF: pp. 81-82 OBJ: 3-4 TYPE: Ap

38. When writing letters to businesspeople in other cultures,a. always use the letter format you typically use in your organization.b. use short sentences and short paragraphs.c. add humor to your messages.d. use two-word verbs such as bring back rather than return.


39. What is the best advice for citing numbers when writing letters to businesspeople in other cultures?a. Spell out all numbers.b. Use figures to express the month of the year.c. Always convert dollar figures into local currency.d. Do all of the above.


40. Which of the following would be the best choice for a letter going to someone from another culture?a. I’d like to place an order but can’t do it now.b. Please send the order to me ASAP.c. A ballpark figure of around $500 should give you an idea of costs.


d. Thank you for telling me about your products.

ANS: D DIF: 5 REF: p. 83 OBJ: 3-5 TYPE: Ap

41. You are writing a letter to a potential customer in Japan. Which of the following should you include in your letter?a. Sports references such as hit it out of the park because the Japanese appreciate American

sports.b. Abbreviations such as FYI to make your letter as concise as possible.c. Weights and measures written it the metric system.d. All of the above.


42. Which of the following is the best advice for writing letters to intercultural audiences?a. Always use a direct approach.b. Use your own format and style so that all of your letters are consistent.c. Send letters to lower-ranking employees to avoid offending higher-ranking employees.d. Use short sentence and paragraphs.


43. Which of the following statements about intercultural ethics is most accurate?a. Most companies that are active in global markets have codes of ethics that are available to

the public.b. The United States is the least corruptible country worldwide.c. No countries outside of the U.S. have codes of ethics.d. Finland, New Zealand, and Denmark are three of the most corrupt countries in the world.

ANS: A DIF: 3 REF: pp. 86-87 OBJ: 3-6 TYPE: Con

44. Benjamin will be traveling on business to a country where he knows bribes are a normal part of business. Which of the following is the best advice for Benjamin?a. Because the Foreign Corrupt Practices Act of 1977 applies only to U.S. companies, Benjamin

can legally pay bribes to international companies in order to obtain business.b. Benjamin should offer nonmonetary benefits, such as his technical expertise, in lieu of

paying bribes.c. Paying bribes is just a normal cost of doing business, and Benjamin will be able to include

the bribes he pays on his expense report.d. So that Benjamin’s company can remain competitive globally, Benjamin should pay any

bribe requested.


45. Which of the following U.S. laws prohibits payments to foreign officials for the purpose of obtaining or retaining business?a. Sarbanes-Oxley Act of 2002b. Foreign Corrupt Practices Act of 1977c. Interstate Commerce Act of 1887d. Personal Responsibility and Work Opportunity Act of 1996



46. Which of the following statements about diversity in the workplace is most accurate?a. Diversity in the workplace is measured solely by the race and gender of employees.b. The domestic workforce in North America is become less diverse.c. Advances in technology are allowing more physically challenged people to join the

workforce.d. The number of older workers is expected to decrease dramatically as more employees are

choosing to retire early.

ANS: C DIF: 3 REF: pp. 89-90 OBJ: 3-7 TYPE: Con

47. Which of the following statements most accurately describes diversity in the workplace?a. A diverse staff tends to have difficulties reading trends and responding to customers in local and world markets.b. Teams made up of diverse members can often solve problems better than homogeneous

teams.c. Diversity in the workplace often leads to lower productivity and worse employee morale.d. The glass ceiling that women experienced in the past has largely disappeared in today’s

workplace.


48. Which of the following statements about gender differences in communication is least accurate?a. Women tend to have more attentive eye contact than men.b. Men tend to make more expansive gestures than women.c. Women tend to talk about more personal issues when engaging in small talk.d. Women tend to make more “I” statements, whereas men make more “we” statements.


49. Rick was just hired by a company that has an extremely diverse workforce. He wants to fit in immediately. What should he do?a. Rely on stereotypes to learn about individuals from different cultures.b. Concentrate on shared experiences, mutual goals, and similar values.c. Try to conform immediately because everyone else has probably conformed already.d. Assume that all individuals share the same holidays and lifestyles.


50. Shannon runs a small business and wants to improve communication among her increasingly diverse staff. Which of the following should she do?a. Consider having employees take part in diversity awareness training.b. Start learning more about her own culture.c. Encourage differences because sameness can foster groupthink.d. All of the above.

ANS: D DIF: 5 REF: pp. 92 OBJ: 3-7 TYPE: Ap


TRUE/FALSE

1. To better compete in today’s global economy, many organizations form multinational alliances.

ANS: T DIF: 3 REF: p. 70 OBJ: 3-1 TYPE: Con

2. The North American Free Trade Agreement (NAFTA) promotes open trade globally.

ANS: F DIF: 3 REF: p. 71 OBJ: 3-1 TYPE: Con

3. The decrease of the middle class around the world has helped to increase globalization.


4. New transportation and information technologies are important factors in the increase in globalization.


5. Foreign-born persons are an ever-growing portion of the total U.S. population.


6. Only developed countries have a unique culture and shared background.


7. Culture is shaped by attitudes that are learned in childhood.


8. Culture is the basis of self-identity and community.


9. Because it is based on strong tradition and deep-seated beliefs, a country’s culture rarely changes.


10. Tasha’s family always celebrates Thanksgiving Day with a meal centered on turkey and dressing. These menu items are a visible symbol of Tasha’s cultural background.

ANS: T DIF: 5 REF: p. 74 OBJ: 3-2 TYPE: Ap

11. Because it is flexible and open to new definitions, a stereotype is the preferred term to describe the general characteristics of a group.


12. In addition to learning about culture in general, you should learn about your own culture in order to better adapt to an intercultural perspective.



13. Business communicators in low-context cultures, such as North America and Germany, stress clearly articulated messages that they consider to be objective, professional, and efficient.


14. Members of high-context cultures are more likely to be logical, analytical, and action oriented.


15. Keiko is a high-context communicator. She is likely to use linear logic to reach a conclusion.

ANS: F DIF: 5 REF: p. 75 OBJ: 3-2 TYPE: Ap

16. Hans is a low-context communicator. He is likely to value individualism, take initiative, and believe in personal responsibility.


17. Brenda, who works for an American company, has just been assigned to manage the company’s division in Thailand. She should emphasize team-based projects and group decision making with her new employees.


18. Americans value straightforwardness, are suspicious of evasiveness, and tend to be uncomfortable with silence and impatient with delays.

ANS: T DIF: 3 REF: pp. 76-77 OBJ: 3-2 TYPE: Con

19. Multinational companies usually find that maintaining one Web site in English is sufficient for conducting business worldwide because English is so prevalent around the globe.


20. Ethnocentrism, which involves the belief that one’s own race is superior to others, is a natural belief inherent in all cultures.


21. Misunderstandings occur when we expect people from different cultures to react to situations as we would.


22. Improving one’s tolerance of other cultures means being empathetic, nonjudgmental, and willing to seek common ground.



23. Saving face is the primary motivational factor in both low-context and high-context cultures.


24. Nonverbal skills in another culture are more difficult to master than verbal skills.


25. Nonverbal behavior, such as using the “thumbs up” hand gesture, conveys the same meaning in all cultures.


26. If you study hard enough, it is possible to learn all the nuances of nonverbal behavior in other cultures.


27. One of your colleagues admires silence and considers it a key to success. Your colleague is most likely American.ANS: F DIF: 5 REF: p. 81 OBJ: 3-4 TYPE: Ap

28. Three processes, attitudes, and techniques are effective in achieving intercultural competence: descriptiveness, nonjudgmentalism, and foreign language fluency.


29. When communicating with someone from another culture, learn the words please, yes, and thank you in that person’s language.


30. Julia will be traveling to South America on business. She should avoid smiling when interacting with her colleagues there because it might be misinterpreted.

ANS: F DIF: 5 REF: p. 81 OBJ: 3-4 TYPE: Ap

31. The same letter, date, and number formats are used throughout the world.


32. It’s best to avoid contractions, idioms, figurative clichés, acronyms, and jargon when communicating with someone for whom English is a second language.


33. To make sure that your meaning is understood, it’s best to write all intercultural messages in a direct style.



34. Dylan was hired as a sales rep for a multinational company and will be selling products around the world. He should learn and use the metric system.


35. Many of the world’s industrialized countries formally agreed in 1999 to a new global treaty that bans the practice of bribery of foreign government officials.


36. The Sarbanes-Oxley Act of 2002 forbids off-the-book bribes.


37. When people discuss diversity, they are referring strictly to gender and race differences.


38. Companies that set aside time and resources to cultivate and capitalize on diversity will suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action.


39. Customers prefer to deal with companies that have diverse staffs that respect customers’ values and reflect the diverse makeup of these customers.


40. An effective way to manage diversity in the workplace is to create an environment that values sameness and conformity.


COMPLETION

1. The North American Free __________ Agreement expands trade among Canada, the United States, and Mexico.

ANS: Trade

2. ____________ may be defined as the complex system of values, traits, morals, and customs shared by a society.

ANS: Culture

3. A(n) _________________ is an oversimplified behavioral pattern applied uncritically to groups.

ANS: stereotype


4. A(n) __________ is a stereotype that has developed into a rigid attitude and that is based on erroneous beliefs or preconceptions.

ANS: prejudice

5. The term _______ is used to describe mental representations based on general characteristics that are not fixed and rigid, but rather are open to new definitions.

ANS: prototype

6. Five key dimensions of culture include ____________________, individualism, formality, communication style, and time orientation.

ANS: context

7. Communicators in ____________________-context cultures, such as those in North America, Scandinavia, and Germany, depend little on the context of a situation to convey their meaning.

ANS: low

8. Communicators in __________-context cultures, such as those in Japan, China, and Arab countries, pay attention to more than the words spoken. They emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting.

ANS: high

9. Low-context communicators tend to use ___________ logic to reach conclusions.

ANS: linear

10. High-context communicators tend to use ___________ logic to reach conclusions.

ANS: spiral

11. The belief in the superiority of one’s own race is known as ____________________.

ANS: ethnocentrism

12. To improve tolerance of cultural differences, practice ____________________, which requires seeing the world through another’s eyes.

ANS: empathy

13.Because she knows that saving ____________________ is an important value in her Japanese counterpart’s culture, Alexandra understands why he avoids saying no to her offer.

ANS: face

14. Verbal skills in another culture can be mastered with hard work, but appropriate ____________________ behavior, such as eye contact, facial expressions, posture, and gestures, is much harder to learn.


ANS: nonverbal

15. One process for achieving intercultural competence is ____________, which refers to the use of concrete and specific feedback.ANS: descriptiveness

16. One attitude that is necessary for achieving intercultural competence is ____________, which requires us to support others positively with head nods, eye contact, facial expressions, and physical proximity.

ANS: supportiveness

17. Monique is writing to a European businessperson; she should be careful to cite numbers using ____________________ instead of spelling them out.

ANS: figures

18. Geoff is writing to an Asian businessperson; he should avoid using idioms, figurative clichés, acronyms, jargon, and ____________, such as don’t, here’s, and I’m.

ANS: contractions

19.The __________ Corrupt Practices Act of 1977 prohibits payments to foreign officials for the purpose of obtaining or retaining business.

ANS: Foreign

20. ______________ in the workplace has many dimensions, including race, ethnicity, age, religion, gender, national origin, physical ability, and countless other qualities.

ANS: Diversity

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