AHA- Multicultural Diversity Answer-KEY PDF

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ORIENTATION Students are required to post a reply and a response per discussion in order to earn the 5 points. Each post must be a minimum of ________words and maximum of _______. If the minimum criteria are not met per discussion, no points will be earned.  C. 50, How many points do you receive fo...

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ORIENTATION 1. Students are required to post a reply and a response per discussion in order to earn the 5 points. Each post must be a minimum of ________words and maximum of _______. If the minimum criteria are not met per discussion, no points will be earned. 

C. 50,150

2. How many points do you receive for each skill builder you submit? 

C. 5

3. You have __________ attempts to pass each quiz with a passing grade of _________%. 

D. 2,70%

4. What activity should you start each module with? 

C. Overview

5. What should you do while reviewing the seminars? 

B. Take notes

6. The topics and activities in MDC are designed to inspire you to deliver service excellence by developing the: 

C. Amazing Hospitality Attitude

7. There are __________ MDC modules. 

E. 10

8. Each module can contain which activities? 

E. All the above

9. What does MDC stand for? 

C. Managing Diversity in a Multicultural Workplace

10. The final examination covers what modules? 

C. Modules 6-10

11. Students must have a minimum grade of _________% to earn the MDC certificate from AHA. 

C. 70%

Module 1 1. Dimensions of Diversity include all of the following except: 

B. Attitude and personality

2. Which one of the statement(s) below is a benefit of cultural diversity in the workforce? 

E. All the above

3. Which lodging company was ranked #1 by Forbes Magazine as the top company for minorities? 

C. Wyndham

4. What has been the greatest influence in the 21st Century on the development of management skills and practices deemed essential for someone to become an effective manager? 

D. A and B

5. What are the four primary functions of management? 

Planning , Motivating, Directing , Organizing

6. The ultimate goal of diversity management is to: 

D. Create a high-performance multicultural team

7. A managers __________________ and _______________in the workplace determine how cultural diversity is viewed and handled. 

C. Attitude and actions

8. Effective global leaders manage diversity by doing all of the following except: 

Learning how to lead on the outside first and create an exclusive multicultural environment

9. The management approach taken by AHA for this course is: 

B. People Centered

10. Leadership Guru, Peter Drucker once said that The only thing that differentiates one business from another in any given field is the quality of its ________________________ on all levels." 

C. Management

Module 2 1. What does AHA mean when it refers to the word leadership? 

E. A and C

2. Genuine Leadership or leadership with a little I is shown through the following: 

C. Your everyday interactions with people and your influence

3. The leaders most admired by their people do the following: 

E. A and B

4. By simple definition leadership with or without a title means: 

E. Influencing others to follow

5. Which of the following is NOT a characteristic of leader? 

B. Leaders take credit

6. Kouzes and Posner, authors of the bestselling leadership book titled The Leadership Challenge stated this about leadership: In the past 15-20 years, the ______________has not changed but the ______________has and in some cases, changed dramatically. 

C. Content, Context

7. What is the main leadership premise in today s globally connected world? 

B. The human network makes things happen.

8. Which of the following set of traits were not listed in the top 20 characteristics of leaders according to surveys conducted by Kouzes and Posner in their book titled: The Leadership Challenge. 

B. Closed minded, driven, dependent, competitive

9. Which of the traits in the list was named as the top trait people look for in their leaders? 

E. Honest

10. Complete the following quote by leadership expert, John Maxwell: If you can become the leader, you ought to be on the ______________, you will be able to be the leader you ought to be on the ________________. 

B. Inside, outside

Module 3 1. Your true character is revealed by which of the following: 

E. All the above

2. What is the top character trait selected most often as the trait people look for in their leaders? 

C. Honesty

3. Empathy means all of the following: 

B. You try to genuinely see the world as they see it

4. Which of the following traits makes it possible for people who might seem ordinary to achieve extra ordinary things? 

D. Passion

5. The term Moral Courage means: 

D. Both B and C

6. Which of the following is a quality of Servant Hood? 

E. All the above

7. What did Theodore Roosevelt, an American President, say was the most important ingredient in the formula of success? 

B. Knowing how to get along with people

8. Secure leaders with high self-esteem are able to believe in others because they believe in___________________. 

B. Themselves

9. Which one of these words does not define the term humility in the dictionary? 

C. Arrogant

10. Which of the following words are the letters in the word T-R-U-S-T built on? 

Time, Respect, Unconditional Acceptance, Sensitivity, Touch

Module 4 1.Which one of these statements is correct? 

B. The culture in which we have grown up in and live, does influence and guide the way each of us sees, thinks, feels, and responds to our interactions with others

2. Challenges in communication begin to arise when people begin talking about _________________. 

D. Values

3. What does an aha experience mean inter terms of genuinely being able to understand and accept another culture? 

C. Seeing another culture for what it really is

4. How do most people interpret behavior in others? 

They interpret what is happening through the filter of what their culture tells them is happening.

5. In the iceberg exercise, which one of the following aspects of culture would not be considered visible? 

D. Values

6. Anyone responsible for managing a group of people of diverse backgrounds, must have a high level of ______________________in order to be effective. 

B. Self-awareness

7. What is cultural conditioning? 

Acquiring your own cultures behavior

8. Which sentence best describes an individualistic culture? 

E. A and B

9. Which of these steps is not one of the 5 steps of cultural conditioning? 

E. Interpretation

10. What is the most fundamental of all cross-cultural problems? 

The fact that two people look upon the same reality, the same situation, the same example of behavior, and see two entirely different things.

Module 5 1. Which one of following words is not in the vocabulary of divisiveness? 

D. Diverse

2. Which of the following words is not considered a word of acceptance? 

Ethnocentrism

3. What is the first step to dispelling stereotypes? 

C. Learning to identify your own stereotypes

4. Which one of the following is a part of the ongoing process that managers use to breakdown stereotypes in the workplace? 

E. All the above

5. Which one of these is an example of a misleading assumption that can occur in multicultural workplaces? 

D. A and B

6. What is the definition of Heterogeneity? 

B. We are all not the same, there are many culturally diverse groups.

7. Which of the following is not an effective learning situation to create a more positive and productive workplace? 

B. Decrease employee’s awareness of each other’s cultural values.

8. What do the 4 Cs stand for in terms of breaking down stereotypes and creating a more accepting and positive workplace environment? 

B. Compassion, Compromise, Consensus, Collaboration

9. Which of the following values that form the basis for breaking down stereotypes is the most difficult to discuss? 

B. Respect

10. What is the Platinum Rule? 

Treat others the way they would like to be treated

MODULE 6 1.

Communication is determined by_____________________________________. 

C. How well we are understood

2. Research has shown that in face to face communication, how you decide the true meaning comes from which of the following: 

D. 55% body language, 38% sound, 7% actual words

3. Which phrase best describes empathetic listening? 

A. Seek first to understand then speak to be understood.

4. In any conversation the person who__________________________________. 

who

talks

the

most

is

the

one

B. Learns the least about the other person

5. Which of the following is one of the most important principles in communication? 

C. To hear what is not being said

6. Which one of the following is not an example of the 3 most common types of responses? 

C. Reflecting Response

7. What type of communication is the following statement? When you arrive late without apologizing to the team they feel let down and it puts greater pressure on them to make up for the extra workload. 

B. Non Evaluative

8. Which of the following statements is problem oriented communication? 

E. C and D

9. Which of the following is not an example of Invalidating Communication 

E. None of the above

10. Which of the following is not an example of Validating Communication 

A. Indifference

MODULE 7 1. What is the most fundamental cross-cultural problem? 

A. That two people can look upon the same reality, the same example of behavior or hear the same words and interpret two entirely different meanings.

2. Words have power and hold different meanings based on which of the following: 

E. All the above

3. Which of the following is an example of Communication Stopping Behavior? 

E. All the above

4. Which of the following is not an example of Communication Encouraging Behaviors? 

E. Controlling

5. In addition to communication stopping behaviors, which of the following can also stop effective communication? 

D. All the above

6. Which of the following is not an example of verbal communication? 

D. Facial Expressions

7. I see what you mean describes what type of communicator? 

Visual

8. Do you understand what I mean describes what type of communicator? 

D. Cerebral

9. Do you hear what I am saying describes what type of communicator? 

B. Auditory

10. Do you grasp what I’m saying describes what type of communicator? 

C. Kinesthetic

MODULE 8 1. There is a well-known saying in management that deals with conflict and that is: Deal with the conflict or it will deal with you! This means which of the following statements? 

A. Conflict that goes unresolved with undermine you and your position.

2. If conflict persists in the workplace, which of the following would NOT occur: 

D. Staff turnover decreases

3. Which of the following sources of conflict is the most difficult to manage? 

A. Conflict stemming from cultural backgrounds, personal values, beliefs, and attitudes.

4. Which of the known conflict management approaches is considered the best one to use for effective conflict resolution. 

E. A variety of approaches

5. What two factors determine a manager’s personal preference for managing conflict? 

A. Ethnicity and Personality

6. Which of the principles listed below is needed for the Collaborative approach to work? 

E. All the above

7. Which of the phases below is used in collaborative problem solving? 

E. All the above

8. Which of the following is not a step in the Problem Identification phase within Collaborative problem solving? 

C. Seek out differences

9. Which of the following is not a characteristic of Constructive Feedback? 

E. C and D

10. Which of the following rules is not used for constructive feedback? 

A. Give Feedback using negative rather than positive language

MODULE 9 1. What did the Harvard Business Review find as the common thread in top CEOs of Fortune 500 companies? 

B. They all had mentors

2. In order, what is the 3 stages of growth in a team? 

B. Dependent, Independent, Interdependent

3. What do the Initials in the BEST technique stand for: 

Believe, Encourage, Share, Trust

4. What is the glue that holds all teams together? 

C. Trust

5. Which one of the statements below is NOT a benefit of a highly motivated team? 

Higher turnover rates

6. Motivation comes from_______________________________. 

C. You

7. Which of the following are motivational strategies that help motivate and energize teams? 

D. A and B

8. Surveys show that most people quit their jobs because of ___________________________. 

D. Lack of appreciation

9. Which of the following is an example of a reward or recognition for an individual’s accomplishments. 

D. All the above

10. Your ability to successfully motivate and energize your team depends on all of the following except: 

B. Your indifference to cultural differences.

MODULE 10 1. AHA believes our goal in life should not just to be good at something but good for ______________. 

C. Something

2. Which one of the following is not considered Leadership Legacy Skills? 

E. All the above

3. All of the following are Leadership Legacy Skills except: 

D. Your career

4. Which phrase best describes the term Leadership Legacy? 

E. All the above

5. A lasting legacy is built on the firm foundation of __________________________. 

D. Character traits and principles

6. _____________________will determine whether you make a positive or negative difference in your life and lives of others. 

C. Your Choices

7. Thinking about leaving a legacy requires you to do which one of the following: 

Making a commitment each day to improve the lives of those you interact with

8. Which of the following is not a characteristic of a legacy leader according to leadership expert, Walter Lippmen? 

E. Legacy Leaders are not approachable

9. The marks you leave, your legacy, will most often be remembered in: 

B. The lives of other people

10. According to John Maxwell, the legacy you leave is the ________________________. 

C. Life you lead...