RST 230 EXAM 1 STUDY GUIDE
QUESTIONS AND CORRECT
ANSWERS
Inclusion ANSW✅✅A way of being with others that is welcoming, respectful, and values
experience, knowledge and abilities of others.
Barriers to Inclusion ANSW✅✅Negative attitudes and stereotypes, Psychological barriers,
Communication barriers, Transportation, Financial/economic problems, Physical/structural barriers,
Safety
Benefits to Inclusion ANSW✅✅Everyone gets equal access to services/products, it is illegal not to
(Civil Rights Act of 1964, Age Discrimination Act of 1967, ADA of 1990).
Antecedents of beliefs ANSW✅✅Conditions that set the stage for beliefs to develop.
Beliefs ANSW✅✅Involve what people perceive to be true, reasons for beliefs:
Media,
Experiences,
Family,
Community,
Religion,
education
Attitudes ANSW✅✅A learned predisposition to respond in a consistently favorable or unfavorable
manner with respect to a given object. OR the enduring positive or negative feelings about some
person, object, or issue.
Behaviors ANSW✅✅Any observable or measurable act, response or movement by an individual.
Just because a person holds these beliefs and attitudes doesn't mean their behavior is going to be
affected by it. U of Chicago study asking motel owners if they would serve chinese people, said no.
Sent chinese students in and most owners let them in with a smile. Reasons: money, laws, easier to
say things behind back
, Core Dimensions of Diversity ANSW✅✅Characteristics or traits that you are born with (hard or
impossible to change).
Ex: sexual identity, age, social class, gender, race/ethnicity, mental/physical ability.
Secondary Dimension of diversity ANSW✅✅characteristics that can be changed over your
lifespan. Ex: Religion, Work Experience, Geographic Location, Organizational role & level,
communication style, work style, education, first language.
Barriers experienced by multicultural customers ANSW✅✅Service industry workers being
uncomfortable with multicultural customers, consumer racism (received no or sub-standard service),
Not providing products that multicultural people will understand (foreigners watching a play, not
understanding idioms)
Ways to ensure quality service for multicultural customers ANSW✅✅1.Learn about different
cultures
2.Be a good observer
3. learn from mistakes.
4. Offer additional information to customers.
5.Try to lower language barrier
6.Research your current and potential customer demographics
7.Employ people with a broad range of cultural backgrounds
8.Marketing messages are appropriately tailored to minority populations (in a sensitive logical way)
Stereotypes ANSW✅✅A standardized mental picture held in common by member of a group that
represents an oversimplified opinion, attitude, or judgement.
Prejudice ANSW✅✅A negative attitude toward a socially defined group and toward any person
perceived to be a member of that group.
A preconceived opinion or attitude which is formed without due consideration of the facts. It is not
based on scientific proof or rational thought process.
Discrimination ANSW✅✅The translation into consequential behavior or prejudicial beliefs.
Discrimination occurs when the object of prejudice is placed at some disadvantage not merited by
QUESTIONS AND CORRECT
ANSWERS
Inclusion ANSW✅✅A way of being with others that is welcoming, respectful, and values
experience, knowledge and abilities of others.
Barriers to Inclusion ANSW✅✅Negative attitudes and stereotypes, Psychological barriers,
Communication barriers, Transportation, Financial/economic problems, Physical/structural barriers,
Safety
Benefits to Inclusion ANSW✅✅Everyone gets equal access to services/products, it is illegal not to
(Civil Rights Act of 1964, Age Discrimination Act of 1967, ADA of 1990).
Antecedents of beliefs ANSW✅✅Conditions that set the stage for beliefs to develop.
Beliefs ANSW✅✅Involve what people perceive to be true, reasons for beliefs:
Media,
Experiences,
Family,
Community,
Religion,
education
Attitudes ANSW✅✅A learned predisposition to respond in a consistently favorable or unfavorable
manner with respect to a given object. OR the enduring positive or negative feelings about some
person, object, or issue.
Behaviors ANSW✅✅Any observable or measurable act, response or movement by an individual.
Just because a person holds these beliefs and attitudes doesn't mean their behavior is going to be
affected by it. U of Chicago study asking motel owners if they would serve chinese people, said no.
Sent chinese students in and most owners let them in with a smile. Reasons: money, laws, easier to
say things behind back
, Core Dimensions of Diversity ANSW✅✅Characteristics or traits that you are born with (hard or
impossible to change).
Ex: sexual identity, age, social class, gender, race/ethnicity, mental/physical ability.
Secondary Dimension of diversity ANSW✅✅characteristics that can be changed over your
lifespan. Ex: Religion, Work Experience, Geographic Location, Organizational role & level,
communication style, work style, education, first language.
Barriers experienced by multicultural customers ANSW✅✅Service industry workers being
uncomfortable with multicultural customers, consumer racism (received no or sub-standard service),
Not providing products that multicultural people will understand (foreigners watching a play, not
understanding idioms)
Ways to ensure quality service for multicultural customers ANSW✅✅1.Learn about different
cultures
2.Be a good observer
3. learn from mistakes.
4. Offer additional information to customers.
5.Try to lower language barrier
6.Research your current and potential customer demographics
7.Employ people with a broad range of cultural backgrounds
8.Marketing messages are appropriately tailored to minority populations (in a sensitive logical way)
Stereotypes ANSW✅✅A standardized mental picture held in common by member of a group that
represents an oversimplified opinion, attitude, or judgement.
Prejudice ANSW✅✅A negative attitude toward a socially defined group and toward any person
perceived to be a member of that group.
A preconceived opinion or attitude which is formed without due consideration of the facts. It is not
based on scientific proof or rational thought process.
Discrimination ANSW✅✅The translation into consequential behavior or prejudicial beliefs.
Discrimination occurs when the object of prejudice is placed at some disadvantage not merited by
