RST 230 EXAM 1 STUDY GUIDE
Inclusion - Answers :It is a way of being with others that is welcoming, respectful, and
values experiences, knowledge and abilities of others
Core Dimensions - Answers :Traits/characteristics you're born with that are very difficult
or impossible to change
Secondary Dimensions - Answers :Traits/characteristics that we are not born with that
are easier to change
Selected barriers encountered by multicultural customers - Answers :1. Attitudes &
behaviors of customer service providers
2. Customer racism
3. Policies & products that are not developed with multicultural customers in mind
Examples of core dimensions - Answers :1. First language
2. Mental/physical ability
3. Sexual identity
4. Age
5. Gender
6. Race/ethnicity
Examples of secondary dimensions - Answers :-religion
-work experience
-geographic location
-organizational role & level
-communication style
-work style
-education
-social class
Barriers to Inclusion - Answers :transportation, structural, economic, social and
attitudinal, psychological, communication, and programmatic accommodations
Antecedents of beliefs - Answers :conditions that set the stage for beliefs
-where do you get your info. from? How? Why? Ex. Parents, peers, teachers, the
media, religion, celebrities
Beliefs - Answers :Involve what people perceive to be true
Attitudes - Answers :-learned predispositions to respond to a person, object, or idea in a
favorable or unfavorable way
-the enduring positive or negative feelings about some person, object or issue
-experiences
,Behaviors - Answers :any observable or measurable act, response, or movement by an
individual
Stereotypes - Answers :A standardized mental picture held in common by members of a
group that represents an oversimplified opinion, attitude or judgement (could be positive
or negative)
Prejudice - Answers :A negative attitude toward a socially defined group and toward any
person perceived to be a member of that group
Discrimination - Answers :-the translation into consequential behavior of prejudicial
beliefs
-discrimination occurs when the object of prejudice is placed at some disadvantage not
merited by his own misconduct
-actions or practices carried out by members of dominant racial or ethnic groups that
have a differential and negative impact on members of subordinate racial or ethnic
groups
Segregation - Answers :Separation or isolation of a group or individual in a restricted
area by discriminatory means
Possible consequence of segregation: exclusion - Answers :-Involves ignoring
someone's physical and social presence
-negative
Ex. Exclude someone because of their race
Possible consequence of segregation: seclusion - Answers :-Involves individuals being
left alone but being able to maintain verification of their value
-positive
-ex. You make a choice to seclude yourself
Stigma - Answers :Undesired differentness which separates the person from others in a
society
-you have one trait/one characteristic that is negatively seen in society that you are
defined by that one trait alone
Deviancy - Answers :If he or she is perceived to be significantly different from others in
some important characteristic and if it's difference is negatively valued
-culturally determined
Ex. Marrying multiple women or a man marrying a younger girl
self-fulfilling prophecy - Answers :A person's expectation for another person's behavior
can become an accurate prediction of the person's behaviors simply because bit exists
internalized oppression - Answers :when an individual comes to accept these
stereotypical beliefs as truths and acts upon them
, spread phenomenon - Answers :An association of additional "imperfection" to a person
on the basis of the actual "disabling" condition
-an assumption that something is wrong with you in the wrong aspect
Ex. Talking to a blind person loudly
over exaggeration assumption - Answers :Overestimating or over exaggerating of the
extent to which a person's condition affects his or her life
Displacement/Scapegoat Theory - Answers :Inhibitions and sanctions of group life lead
to accumulation of frustration and aggression. People displace their feelings on other
people who are not in the position to retaliate.
authoritarian personality theory - Answers :Prejudice is a form of psychopathology
resulting from personality orientations developed in childhood
Categorization and stereotyping - Answers :A process in which an individual is identified
as a member of an out group and treated as if the characteristics of the our group
applied to him personally
-leads to stereotyping
Socialization and Conformity Theory - Answers :Prejudice is attributed to sociocultural
learning. Children and adolescents acquire prejudice from their parents, peers,
teachers, and the mass media along with other norms and values normative to their
social environment.
Perceived racial threat theory - Answers :Individuals develop prejudicial attitudes toward
people who they perceive pose a threat to their economic, cultural, political and and
social position
Contact theory - Answers :Prejudice against people we don't know
value systems, cultural norms and ideologies - Answers :American society was baed on
prejudice societies. Built on slavery and American Creed are examples.
realistic conflict theory - Answers :the theory that hostility between groups is caused by
direct competition for limited resources
-prejudice against people who pose a threat to you
The Architectural Barriers Act of 1968 - Answers :federal funding for buildings must
provide access to disabled persons
The Rehabilitation Act of 1973: Section 504 - Answers :nondiscrimination section-
extends same kind of protection against discrimination to people with disabilities in
federal programs only
Inclusion - Answers :It is a way of being with others that is welcoming, respectful, and
values experiences, knowledge and abilities of others
Core Dimensions - Answers :Traits/characteristics you're born with that are very difficult
or impossible to change
Secondary Dimensions - Answers :Traits/characteristics that we are not born with that
are easier to change
Selected barriers encountered by multicultural customers - Answers :1. Attitudes &
behaviors of customer service providers
2. Customer racism
3. Policies & products that are not developed with multicultural customers in mind
Examples of core dimensions - Answers :1. First language
2. Mental/physical ability
3. Sexual identity
4. Age
5. Gender
6. Race/ethnicity
Examples of secondary dimensions - Answers :-religion
-work experience
-geographic location
-organizational role & level
-communication style
-work style
-education
-social class
Barriers to Inclusion - Answers :transportation, structural, economic, social and
attitudinal, psychological, communication, and programmatic accommodations
Antecedents of beliefs - Answers :conditions that set the stage for beliefs
-where do you get your info. from? How? Why? Ex. Parents, peers, teachers, the
media, religion, celebrities
Beliefs - Answers :Involve what people perceive to be true
Attitudes - Answers :-learned predispositions to respond to a person, object, or idea in a
favorable or unfavorable way
-the enduring positive or negative feelings about some person, object or issue
-experiences
,Behaviors - Answers :any observable or measurable act, response, or movement by an
individual
Stereotypes - Answers :A standardized mental picture held in common by members of a
group that represents an oversimplified opinion, attitude or judgement (could be positive
or negative)
Prejudice - Answers :A negative attitude toward a socially defined group and toward any
person perceived to be a member of that group
Discrimination - Answers :-the translation into consequential behavior of prejudicial
beliefs
-discrimination occurs when the object of prejudice is placed at some disadvantage not
merited by his own misconduct
-actions or practices carried out by members of dominant racial or ethnic groups that
have a differential and negative impact on members of subordinate racial or ethnic
groups
Segregation - Answers :Separation or isolation of a group or individual in a restricted
area by discriminatory means
Possible consequence of segregation: exclusion - Answers :-Involves ignoring
someone's physical and social presence
-negative
Ex. Exclude someone because of their race
Possible consequence of segregation: seclusion - Answers :-Involves individuals being
left alone but being able to maintain verification of their value
-positive
-ex. You make a choice to seclude yourself
Stigma - Answers :Undesired differentness which separates the person from others in a
society
-you have one trait/one characteristic that is negatively seen in society that you are
defined by that one trait alone
Deviancy - Answers :If he or she is perceived to be significantly different from others in
some important characteristic and if it's difference is negatively valued
-culturally determined
Ex. Marrying multiple women or a man marrying a younger girl
self-fulfilling prophecy - Answers :A person's expectation for another person's behavior
can become an accurate prediction of the person's behaviors simply because bit exists
internalized oppression - Answers :when an individual comes to accept these
stereotypical beliefs as truths and acts upon them
, spread phenomenon - Answers :An association of additional "imperfection" to a person
on the basis of the actual "disabling" condition
-an assumption that something is wrong with you in the wrong aspect
Ex. Talking to a blind person loudly
over exaggeration assumption - Answers :Overestimating or over exaggerating of the
extent to which a person's condition affects his or her life
Displacement/Scapegoat Theory - Answers :Inhibitions and sanctions of group life lead
to accumulation of frustration and aggression. People displace their feelings on other
people who are not in the position to retaliate.
authoritarian personality theory - Answers :Prejudice is a form of psychopathology
resulting from personality orientations developed in childhood
Categorization and stereotyping - Answers :A process in which an individual is identified
as a member of an out group and treated as if the characteristics of the our group
applied to him personally
-leads to stereotyping
Socialization and Conformity Theory - Answers :Prejudice is attributed to sociocultural
learning. Children and adolescents acquire prejudice from their parents, peers,
teachers, and the mass media along with other norms and values normative to their
social environment.
Perceived racial threat theory - Answers :Individuals develop prejudicial attitudes toward
people who they perceive pose a threat to their economic, cultural, political and and
social position
Contact theory - Answers :Prejudice against people we don't know
value systems, cultural norms and ideologies - Answers :American society was baed on
prejudice societies. Built on slavery and American Creed are examples.
realistic conflict theory - Answers :the theory that hostility between groups is caused by
direct competition for limited resources
-prejudice against people who pose a threat to you
The Architectural Barriers Act of 1968 - Answers :federal funding for buildings must
provide access to disabled persons
The Rehabilitation Act of 1973: Section 504 - Answers :nondiscrimination section-
extends same kind of protection against discrimination to people with disabilities in
federal programs only
