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True/False Questions 1. Marketing strategies that are highly successful in the United States may be ineffective in other cultures and countries. Page: 431 (Opening vignette) 2. People from different cultures are different and do things differently, but people within a single culture are the same. Page: 432 3. One of the key ways that people in the United States can better relate to other cultures in the world is to communicate to other cultures how they can change how they are doing things so that they can be as good as the American ways. Page: 432 4. Managers often need international experience if they want top-level jobs. Page: 432 5. It is valid to assume that an African American manager has more expertise on the topic of diversity than her white counterpart. Page: 433 (Boxed Feature) 6. U.S. retailers who expand globally become successful primarily because they are able to convince local customers to purchase to the same products that are sold in the United States. Page: 433 7. Cultural differences exist among people in different regions of the United States. Page: 434 8. Diversity is important only for businesses dealings with people outside of North America. Page: 434 9. Race, ethnicity, age, and religion are all sources of diversity.

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Page: 434 10. Physical ability and sexual orientation are both sources of diversity. Page: 434 11. The recent trend of increasing multiculturalism and diversity among Americans has slowed significantly and is expected to begin to reverse within the next 10 years. Page: 434 12. Evidence shows that diversity can improve business. Page: 435 13. Research shows that organizations with high levels of diversity have the lowest profits, the lowest market shares, and the lowest number of customers. Page: 435 14. In high-context cultures, most of the information is inferred from the social relationships of the people and the context of a message; little is explicitly conveyed. Page: 436 15. Chinese, Japanese, Arabic, and Latin American cultures are low-context cultures. Page: 436 16. In low-context cultures, context is less important; most information is explicitly spelled out. Page: 436 17. German, Scandinavian, and North American cultures are low-context cultures. Page: 436 18. High-context cultures rely more on words to communicate than low-context cultures do. Page: 436

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19. The low-context culture is more direct and confrontational than the high-context culture. Page: 436 20. Both the low-context and high-context cultures consider written agreements to be binding. Page: 436 21. Individuals who are members of a specialized profession may develop their own culture that binds them more than their national cultural differences separate them. Page: 436 22. A particular profession's discourse community's culture may overshadow the background cultures of its individual participants. Page: 436 23. Countries that are successful in the world market all believe that competition produces better performance. Page: 437 24. Most North Americans value the idea of fairness. Page: 437 25. The Japanese culture, which traditionally valued the group more than the individual, is beginning to place more emphasis on a single persons goals and accomplishments in business. Page: 438 26. Nonverbal communication is communication that uses words. Page: 438 27. Nonverbal communication is a universal language that people from all cultures understand the same way.

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Page: 440 28. Each nonverbal cue within the same culture has its own unique interpretation. Page: 440 29. Nonverbal signals can be misinterpreted just as easily as can verbal symbols (words). Page: 440 30. People use body language to signal their interest level and emotional involvement. Page: 440 31. Dropped eyes rather than direct eye contact would be a sign of deference in some cultures but would cause suspicion in North America. Page: 440 32. A smile is a world-wide sign of friendliness. Page: 441 33. Americans can depend on gestures to communicate if language fails because the meanings of gestures are very similar from culture to culture. Page: 441 34. The distance someone wants between himself or herself and other people in ordinary, non-intimate interchanges is determined, at least in part, by a persons cultural background. Page: 441 35. The amount of personal space we need between ourselves and other people depends to some extent upon the culture in which we were brought up. Page: 441 36. At no time is it appropriate to touch another person in a business setting in the United States.

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Page: 442 37. In some cultures it is perfectly appropriate for two businessmen to kiss one another when they meet. Page: 442 38. Podiums and desks can act as barricades to separate a speaker from the audience. Page: 442 39. Spatial arrangements in a business setting can be very indicative of who is in charge and who is a subordinate. Page: 442 40. Most North Americans measure time in 20-minute blocks. Page: 442 Multiple Choice Questions 57. Successful intercultural communicators are all of the following EXCEPT A) sensitive to nonverbal behavior that communicates at least as much as words say. B) confident that their ways are right and willing to help change the behaviors of others. C) flexible and open to change. D) aware of the values, beliefs, and practices in other cultures. Page: 432 58. Which of the following would be the MOST useful strategy for learning to communicate effectively with international employees working in your overseas divisions? A) Devote time to learning the rules for communicating with people from each of the countries you will be interacting with. B) Choose managers for overseas divisions who are white, middle-class males. That way you eliminate much of the problem of intercultural communication because the people you'll deal with most often will still be from your own culture. C) Arrange to meet in person with your international employees. Then you can rely on nonverbal signals to communicate effectively. D) Be aware that both you and your international employees are influenced by your native culture. Awareness of the values, beliefs, and practices in other cultures

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will help you communicate more effectively. Page: 432 59. Which of the following is NOT related to global business? A) Many companies depend on vendors or operations in other countries. B) Exports are essential both to the success of individual businesses and to a countrys economy as a whole. C) Firms are increasing international management, and managers often find they need international experience if they want top-level jobs. D) The last two decades have seen a growing emphasis on diversity, with more and more women and people of color joining the U.S. workforce. Page: 433-434 60. Which of the following would NOT be a source of diversity in the workplace? A) profession B) religion C) physical ability D) national origin Page: 434 61. Which is NOT a true statement about diversity? A) A diverse workforce helps companies adapt their communications and products for diverse segments of the global economy. B) Minorities introduce new perspectives and catalyze new thinking among others. C) More and more, women, people of color, and Latinos are relegated to low-status and low-paying jobs, to agricultural or domestic work, or to staff rather than management. D) Companies with high levels of racial and ethic minorities have the highest profits, the highest market shares, and highest number of customers. Page: 434-435 62. Which of the following is NOT a characteristic of communication in low-context cultures? A) Heavy emphasis on nonverbal signs to communicate B) Directness as preferred communication strategy C) Binding agreements made in writing are binding D) Heavily reliant on the written word Page: 436

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63. Business communication practices in the United States place importance on the written word, and this indicates that our culture A) has low-context preferences. B) has high-context preferences. C) is polychronic. D) is monochronic. Page: 436 64. Which of the following is a characteristic of communication in low-context cultures? A) There is reliance on nonverbal signs to communicate. B) Preferred communication strategy is indirectness. C) Agreements made orally are binding. D) Attention to detail is high. Page: 436 65. Which of the following is a characteristic of communication in high-context cultures? A) Written agreements are binding. B) There is reliance on nonverbal signs to communicate. C) Oral agreements are not binding. D) There is a preference for direct communication. Page: 436 66. Which of the following is NOT a characteristic of communication in high-context cultures? A) Relies on nonverbal signs to communicate. B) Gives little attention to detail. C) Regards agreements made in writing as binding. D) Prefers indirect communication. Page: 436 67. To increase productivity, the manager of the Tokyo division of a large international company announces a contest that allows employees to compete for bonuses. He is angry when almost none of the Japanese employees enter the contest; many of the U.S. employees participate. Which of the following is the MOST likely explanation? A) The U.S. employees have more respect for their boss and realize that he will be upset if they do not enter. B) The Japanese employees did not understand the memo announcing the competition because it was poorly written. C) The Japanese employees did not feel comfortable competing with each other,

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because the Japanese believe that competition leads to disharmony. D) The Japanese employees are not interested in the productivity of the company. Page: 437 68. It can be helpful for managers working overseas to have a basic understanding of the religion observed by workers in that company because A) then the manager knows when to buy gifts for his or her employees. B) a superior should always seem knowledgeable to his or her employees. C) an ordinary business day in the United States may be a holiday in another country. D) most international companies insist that managers adopt all the customs of the host country. Page: 438 69. Which of the following demonstrates nonverbally that the president of a company has power and status? A) Two employees are late for a staff meeting and the president reprimands them. B) The president smiles occasionally when he is interviewed by the press. C) The president occupies the top-floor suite with a panoramic view of the city. D) The president arrives on time to an executive council meeting. Page: 438 70. Nonverbal symbols A) cannot be studied or learned because they are an inherent part of a person. B) each have their own unique meaning within a single culture. C) may be communicated from one person to another without the sender even realizing it D) are easy to clear up if they are misinterpreted because people are keenly aware of them when communicating. Page: 440 71. If a business associate from overseas refuses to look you in the eye while you and he are speaking, you should A) confront him and ask why he will not look you in the eye. B) recognize that he is not telling you the truth. C) keep moving, until you force him to look you in the eye. D) understand that he may have learned that constant eye contact is not appropriate in a business situation. Page: 440

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72. One of your subordinates is naturalized American. When you speak to her, she always drops her eyes. You should A) see that she has her vision tested. B) assume that she does not understand the instructions. C) speak more softly. D) realize that she may be deferring to a superior. Page: 441 73. Which of the following gestures has the same meaning in all societies? A) A smile B) The "thumbs up" sign C) Shaking the head "yes" D) None of the above Page: 441 74. You and your boss are sitting at a table, and one of you touches the hand of the other. The touch is appropriate A) if you touch your boss, because subordinates ingratiate themselves this way. B) if your boss touches you, because powerful people usually do the touching. C) only if you and your boss are of the same sex. D) if you and your boss both dislike touching. Page: 442 75. You are at a conference where the speaker gives the presentation standing away from the podium, but when answering questions, returns to the podium. This probably means A) she wants to give the impression that she is an authority on the subject. B) she wants to focus attention at the podium. C) she is nervous and slightly defensive. D) she needs the microphone at the podium to be heard throughout the room. Page: 442 76. A group of people may work better together around a table than in a circle of chairs without a table because A) in the circle, there is no leader as at a table. B) people feel more comfortable when separated by furniture. C) without a table, people constantly stand up and move about. D) the table makes it easier to see other group members.

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Page: 442 77. When a woman sits at the head of a table, people will assume that A) she is the group's leader. B) she is the group's secretary. C) one of the men at the table is the leader. D) one of the men at the table is the secretary. Page: 442 78. Would the sentence "Time is Money!" be a good opening line for a letter urging a group of international business executives to come to an immediate decision about an investment opportunity? A) Yes, because then they would realize that a delay could hurt them financially. B) Yes, because it shows that you have a reason for pushing them on their decision. C) No, because it emphasizes that you are asking the group to spend money in the first place, and their reluctance to do so could be the cause of the delay. D) No, because people in other countries often take a much more leisurely approach to negotiations. They may want to establish a personal relationship before they decide whether to do business with you or not, and that takes time. Page:442 79. You were to meet an international client at 6:30 p.m. He has still not arrived, and it is 6:50. You should A) leave, since he probably forgot the appointment. B) wait if you can, because it may be acceptable in his culture to be late. C) leave a note that explains that it is an American habit to be on time. D) wait if you can, and show up late to your next appointment with him. Page:442 80. Tom is upset that his Saudi distributor forgot about a meeting scheduled almost two months prior to the meeting date. Tom's disapproval shows that he does not understand that A) Saudis do not like Americans. B) meetings in Arab countries are better scheduled just a few days ahead of time. C) Some cultures measure time in 60-day blocks. D) in Saudi Arabia, no meetings take place during Ramadan. Page: 443

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81. You are in a meeting with an international executive at his office. A colleague comes in to talk to him during your appointment, and he accepts two phone calls. This probably means that A) he thinks you are less important than the other callers. B) he is unorganized. C) his culture is monochronic. D) his culture is polychronic. Page: 443 82. Color can be important in international business because A) people in other cultures tend to be more fashion-conscious than those in the United States. B) business executives in other countries tend to deal only with people they think are attractive. C) people usually take pride in the colors on their national flags. D) colors carry meaning in a culture. Page:443

83. When doing business in Japan, which person in a group would look most authoritative to the Japanese? A) The oldest person B) The heaviest person C) The tallest person D) The best dressed person Page: 443 84. Penny, a 60-year-old administrative assistant, accompanies two male executives in their mid-30s to Japan. Penny is taken aback when the young Japanese manager with whom they are meeting initially addresses all his remarks to her, though she is the lowest-ranking member of the team. Which of the following is the MOST plausible explanation for this happening? A) The Japanese executive had previously been offended by the other members of the group. B) Japan is a matrilineal society that values the contributions of women more than men C) In Japan, younger people defer to older people. He may have assumed initially that Penny was the leader of the team. D) The Japanese executive wanted to become romantically involved with Penny.

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Page: 443 85. Which of the following would be characteristic of a business introduction in the United States? A) An open and direct approach to dealing with people from other backgrounds B) Discussion of personal information to establish a rapport with others C) Talking relatively little compared to the people you are interacting with D) Focusing on the company and membership in the corporate group Page: 443 86. Which of the following is NOT a good practice when using your own translator? A) Briefing the translator on the technical terms beforehand B) Briefing the translator on the business deal beforehand C) Relying on the translator to interpret nonverbal behaviors as well as words D) Letting the translator conduct negotiations on your behalf Page: 445 87. In response to a compliment on his excellent oral presentation, a Japanese business executive replies, "No, it wasn't very good." Which of the following is the MOST likely explanation for this response? A) He thought the person giving the compliment was his inferior. B) He thought the comment was meant sarcastically. C) He was giving the response to a compliment considered socially correct in his culture. D) He really was not very well prepared for his presentation, and he was embarrassed because his facts might not all be correct. Page: 445 88. Many women in business are uncomfortable when others compliment them on their appearance because they A) know that it is impossible to both look good and be effective. B) do not want their looks to be perceived as more important than their work. C) are insecure and cannot take a compliment. D) believe that the speaker does not know what is in style. Page: 445 89. In order to appear more authoritative in a speaking situation, you should A) lower the pitch of your voice. B) raise the pitch of your voice. C) use a sing-song pattern.

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D) avoid stressing syllables. Page: 445 90. The emphasis given to one or more words in a sentence is A) volume. B) stress. C) pitch. D) tone of voice. Page: 445-446 91. You are speaking to a group of 25 people for 30 minutes. You should A) avoid changing pitch, volume, and tone throughout the presentation in order to sound consistent. B) vary pitch, volume, and tone throughout the presentation in order to sound alert and intelligent. C) speak loudly enough to be heard by all, and with as high a pitch as possible so that your voice will carry through the room. D) speak as softly as possible so that the audience will be forced to concentrate on what you say. Page: 445

92. Sheila has been offered a Fulbright fellowship to teach in London. In a letter negotiating the terms of her contract, Sheila writes that she must return by 9/5 to resume her duties at her home institution. Her correspondent writes that that will be impossible because the school year does not end until June. Sheila is puzzled because she had said that she did not have to return until September. What is the most likely cause of this miscommunication? A) Sheila's letter was poorly written, so the reader could not understand it. B) The reader is not a native speaker of English and therefore misinterpreted the letter. C) The writer dislikes Americans and is purposely being rude. D) The person in London assumed that Sheila had to return on May 9, since in England the day is written before the month. Page: 447 93. Which of the following is NOT a good guideline to follow when writing to

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international audiences? A) Write in the reader's language if you have any knowledge of the language at all; doing so greatly increases goodwill, even if you make mistakes. B) Be aware that the reader benefits and appeals that would motivate a U.S. audience may need to be changed for international readers. C) Avoid slang, contractions, and sports metaphors. D) Make requests more indirect, unless you know that your reader understands North American behavior. Page: 447-448

94. In which of the following situations would it be MOST appropriate to write a letter to a Japanese business executive using a direct pattern of organization? A) When you want your reader to take immediate action B) When you have urgent bad news to convey C) Never; Japanese readers would find the direct approach impolite D) When you know that the reader understands North American behavior and therefore would understand American directness Page: 447-448 Fill in the Blank Questions 95. _____ provides patterns of acceptable behavior and beliefs. Page: 436 96. In _____ cultures, most of the information is inferred from the context of a message; little is explicitly conveyed. Page: 436 97. In _____ cultures, context is less important; most information is explicitly spelled out. Page: 436 98. Voice qualities, body language, space, time, and matters such as clothing, colors, and age are all examples of _____. Page: 439

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99. _____ is the distance someone wants between himself or herself and other people in ordinary, non-intimate interchanges. Page: 441 100. In _____ cultures, people do only one important activity at a time. Page: 443 101. In _____cultures, people do several things at once. Page: 443 102. _____ refers to the rising or falling inflection that tells you whether a group of words is a question or a statement, whether the speaker is uncertain or confident, whether a statement is sincere or sarcastic. Page: 445 103. _____ measures whether a voice uses sounds that are low or high. Page: 445 104. _____ is the emphasis given to one or more words in a sentence. Page: 446

105. _____ is a measure of loudness or softness. Page: 446 Short Answer Questions 106. List three characteristics of the successful intercultural communicator. Page: 432 107. Why is cross-cultural communication important for businesses today? Page: 432-434

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108. List five sources of workplace diversity. Page: 434 109. Explain the difference between high-context and low-context cultures. Page: 436 110. How can religion affect business? Page: 438 111. How do people in the United States and those in Japan compare in the way they view individualism? Page: 438 112. List three things that can be classified as nonverbal communication. Page: 439-443 113. Many people think that nonverbal communication is much easier to understand than oral or written communication. However, in reality nonverbal symbols can be misinterpreted as easily as verbal ones. Using specific examples, discuss the factors that are important in nonverbal communication and how they can affect intercultural communication. Page: 440 114. Explain how the nonverbal communication eye contact is NOT universally understood. Page: 440 115. Identify ways that different cultures view time. Page: 442-443 116. Explain the difference between monochronic and polychronic cultures.

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Page: 443 117. How can understatement and exaggeration lead to miscommunication in international communication? Page: 445 118. List four voice qualities that can affect the way oral messages are interpreted. Page: 445-446 119. Identify three guidelines to follow when writing to international audiences. Page: 446-447

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