CULTURAL DIVERSITY & SOCIALISING
In many Western societies, maintaining good eye contact shows attention and honesty, whereas in Japan, lowering one's eyes when speaking to a superior is a traditional gesture of __________.
respect
When you answer the phone in a business environment, what is the best practice before you start discussing business details?
A) Hang up immediately.
B) Introduce yourself and state your company or department.
C) Ask personal questions about their family.
D) Shout loudly so they can hear you.
B) Introduce yourself and state your company or department.
If you receive a complaint about an incomplete delivery, what is a key action you should take as a supplier?
A) Argue loudly with the customer.
B) Put the phone on mute and ignore them.
C) Ask for details, investigate, and offer a concrete solution (e.g., send missing items ASAP).
D) Tell them it is entirely their fault.
C) Ask for details, investigate, and offer a concrete solution (e.g., send missing items ASAP).
What are the three classic parts that every well-structured presentation should contain?
A) Introduction, Main Body, End.
B) Joke, Story, Song.
C) Lunch, Break, Goodbye.
D) Questions only, Silence, Exit.
A) Introduction, Main Body, End.
What is the primary role of a chairperson at the beginning of a meeting?
A) To tell jokes for an hour.
B) To start on time, welcome participants, state the objectives, and introduce the agenda.
C) To argue with everyone.
D) To keep silent and let others fight.
B) To start on time, welcome participants, state the objectives, and introduce the agenda.
When welcoming a visitor who has just arrived after a long flight, which of the following is the most appropriate and polite initial small-talk question?
A) How much money do you make?
B) Did you have a good flight?
C) Why are you late today?
D) Do you like politics here?
B) Did you have a good flight?
If you did not hear or understand what the caller said, a standard polite request for repetition is: "I'm sorry, I didn't catch that. Could you __________ that, please?"
repeat
When a customer calls to report a mistake or a fault, the first and most crucial response from a good supplier should be to __________ and express understanding.
apologize
When describing a visual aid like a line graph that goes up steeply, you can say: "Here we can see a dramatic __________ in sales."
increase / rise / climb
If you want to state your view while someone else is speaking during a meeting, a standard polite phrase is: "Sorry to __________, but I'd like to add something."
interrupt
When declining a business social invitation because you are busy, which phrase sounds the most polite and professional?
A) No, I hate parties.
B) I'm too tired to go out tonight.
C) I'd like to, but unfortunately I have an appointment this evening.
D) Go without me, I have work.
C) I'd like to, but unfortunately I have an appointment this evening.
In cross-cultural telephoning, countries like the US, Scandinavia, and Germany are known as "explicit" cultures. What does this usually mean?
A) They speak in a very indirect, hidden way.
B) They use many complex poetic metaphors.
C) They speak in a literal, direct, and clear way so their meaning is obvious.
D) They never talk on the phone.
C) They speak in a literal, direct, and clear way so their meaning is obvious.
Which expression is appropriate when a customer makes an accusation that you know is factually incorrect, but you want to remain polite?
A) You are a liar!
B) I'm sorry, but I think you're mistaken.
C) Shut up and listen to me.
D) That is a stupid accusation.
B) I'm sorry, but I think you're mistaken.
When presenting a complex main body, what technique helps the audience follow your points clearly by using transition words like "First...", "Second...", "Third..."?
A) Hiding the slides.
B) Listing information.
C) Whispering quietly.
D) Changing the topic randomly.
B) Listing information.
If a proposal is brought up in a meeting, but the team lacks sufficient data to make a safe choice, what is an appropriate phrase to delay the decision?
A) Let's ignore this completely and pretend it never happened.
B) Let's not rush into anything; we need to gather more information first.
C) I refuse to talk to any of you ever again.
D) Make a blind guess right now without data.
B) Let's not rush into anything; we need to gather more information first.
Before traveling or receiving business partners from another culture, name at least two practical areas you should research to avoid embarrassment (e.g., related to business or society).
Any two reasonable areas, e.g., religion, business customs, role of women, transport, political situation, greetings/body language
What are the four core parts in the structure of a telephone conversation when you need to change an existing appointment?
1. Reference to original appointment -> 2. Statement of problem / need for change -> 3. Fixing new appointment -> 4. Confirmation.
When making a formal complaint on the telephone, what two crucial preparations should you complete before you place the call?
Be sure of the facts and have all necessary documentation (e.g., order numbers, invoices, dates) available.
In the introduction of a presentation, besides greeting the audience and stating your topic/title, what are two other essential pieces of information you should provide?
Any two from: outline of the structure/parts, timing/length, policy on questions/interruptions
When someone uses a technical term or an abbreviation in a meeting that you do not understand, what polite phrase can you use to ask for clarification?
"Excuse me, what do you mean by...?" or "Could you explain what that means?"
In a restaurant with a business associate, when the bill arrives, what are two typical polite expressions you can use to offer or insist on paying?
Any two appropriate phrases, e.g., "Let me get this.", "Let me take care of this."
When you are making an unexpected business call to someone who has never met you or heard of your company, what two crucial pieces of information must you deliver right at the beginning to capture their interest and keep them on the line?
Suggested Answer: State your name and company clearly, and immediately give a brief reason for your call (how it can benefit them or why you are contacting them).
What should you do if a customer threatens to cancel contracts or go to other suppliers because of recurring delivery problems?
Suggested Answer: Acknowledge the issue immediately with a direct apology and take full responsibility without making excuses. Next, resolve immediate friction by expediting pending orders at your own expense and presenting a clear plan to fix the root cause. Finally, rebuild trust by offering temporary discounts and providing proactive, daily status updates until service stabilizes.
When presenting a line graph or chart, what is the golden rule regarding text on visual aids?
Keep text to a minimum; never just read text directly from the visual aid.
During a meeting, two participants start arguing intensely over a minor detail, causing the discussion to go off-track and run out of time. As the chairperson, what two specific actions should you take to regain control of the meeting and keep it on schedule?
Any two practical actions, e.g., cut the discussion short, suggest moving the detailed debate to a later private meeting/after the meeting ("let's take this offline"), or refocus the group back to the main agenda item