1. Accommodating people with different expectations is based on the concept that
2. a) Everyone should be treated the same
3. b) The customer is always right
4. c) Every expectation of employees and customers should be met
5. d) Employees and customers have different needs and expectations and they should be reasonably accommodated

2. Cultural Programming always leads to
3. a) Stereotyping, biases, and prejudices
4. b) Culturally different needs and expectations
5. c) Conflict and chaos
6. d) Everyone having similar communication styles

3. Every human being is a member of
4. a) One unique culture
5. b) The culture their born with
6. c) Two cultures
7. d) Multiple cultures

4. To accommodate different expections requires you to:
5. a) Change your belief system
6. b) Understand different cultural values
7. c) Treat everyone as you would like to be treated
8. d) Celebrate everyones culture

5. The main reason for becoming culturally accommodating is to
6. a) Respect and celebrate the diversity of all cultures
7. b) Maximize employee individual and team performance in order to maximize customer service
8. c) Learn about the religious and cultural beliefs of the people you work with
9. d) Find some really great ethnic restaurants when you go out for a night on the town

6. There are four fundamental communication styles. These styles are based on
7. a) Cultural programming
8. b) Choice
9. c) Innate preference based on an individuals DNA (Inherited characteristics)
10. d) The one assigned to you by your first grade teacher

7. A persons communication style affects how they understand, interpret and react to another persons communication

True____ False____

8. If you communicate only in your own style of communication, the persons who will be most easily understand you would be
9. a) Drivers
10. b) Analytical
11. c) Amiable
12. d) Creative
13. e) Those who have the same communication style as you

9. If you were communicating a message to a colleague with an ANALYTICAL style youd want to
10. a) Get right to the point
11. b) Prepare detailed information, complete with graphs and charts
12. c) Be very entertaining and stimulating
13. d) Begin with personable comments and ease into business
14. e) Just be yourself

10. By communicating in another persons style, you are more likely to
11. a) Be ignored
12. b) Be bored
13. c) Lose your identity
14. d) Have your message understood and interpreted as you intended
15. e) Be perceived as manipulating and disingenuous