RST 230 EXAM 1 QUESTIONS AND
CORRECT ANSWERS
Barriers to Inclusion ANSW✅✅transportation, structural, economic, social and attitudinal,
psychological, communication, and programmatic accommodations
Antecedents of beliefs ANSW✅✅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 ANSW✅✅Involve what people perceive to be true
Attitudes ANSW✅✅-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 ANSW✅✅any observable or measurable act, response, or movement by an individual
Stereotypes ANSW✅✅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 ANSW✅✅A negative attitude toward a socially defined group and toward any person
perceived to be a member of that group
Inclusion ANSW✅✅It is a way of being with others that is welcoming, respectful, and values
experiences, knowledge and abilities of others
Core Dimensions ANSW✅✅Traits/characteristics you're born with that are very difficult or
impossible to change
, Secondary Dimensions ANSW✅✅Traits/characteristics that we are not born with that are easier
to change
Selected barriers encountered by multicultural customers ANSW✅✅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 ANSW✅✅1. First language
2. Mental/physical ability
3. Sexual identity
4. Age
5. Gender
6. Race/ethnicity
Examples of secondary dimensions ANSW✅✅-religion
-work experience
-geographic location
-organizational role & level
-communication style
-work style
-education
-social class
Discrimination ANSW✅✅-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 ANSW✅✅Separation or isolation of a group or individual in a restricted area by
discriminatory means
CORRECT ANSWERS
Barriers to Inclusion ANSW✅✅transportation, structural, economic, social and attitudinal,
psychological, communication, and programmatic accommodations
Antecedents of beliefs ANSW✅✅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 ANSW✅✅Involve what people perceive to be true
Attitudes ANSW✅✅-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 ANSW✅✅any observable or measurable act, response, or movement by an individual
Stereotypes ANSW✅✅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 ANSW✅✅A negative attitude toward a socially defined group and toward any person
perceived to be a member of that group
Inclusion ANSW✅✅It is a way of being with others that is welcoming, respectful, and values
experiences, knowledge and abilities of others
Core Dimensions ANSW✅✅Traits/characteristics you're born with that are very difficult or
impossible to change
, Secondary Dimensions ANSW✅✅Traits/characteristics that we are not born with that are easier
to change
Selected barriers encountered by multicultural customers ANSW✅✅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 ANSW✅✅1. First language
2. Mental/physical ability
3. Sexual identity
4. Age
5. Gender
6. Race/ethnicity
Examples of secondary dimensions ANSW✅✅-religion
-work experience
-geographic location
-organizational role & level
-communication style
-work style
-education
-social class
Discrimination ANSW✅✅-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 ANSW✅✅Separation or isolation of a group or individual in a restricted area by
discriminatory means
