Understanding Culture
__________ is a pattern of behavior shared by a society, or group of people.
A. Festival
B. Ceremony
C. Culture
C. Culture
What is a conflict?
A. A serious disagreement or argument
B. A solution to a problem
C. A convention for people who watch flicks
A. A serious disagreement or argument
This is a job title in which the primary responsibility is to manage the cash register and finalize purchases made by customers.
A. Store manager
B. Cashier
C. Sales Associate
D. Warehouse Clerk
B. Cashier
Interpersonal skills are also known as _________ skills.
A. Animal
B. Interview
C. People
D. Travel
C. People
*BONUS POINTS: Name one reason we use interpersonal skills.*
FINISH THE LYRICS:
"All I want for Christmas is _________."
"All I want for Christmas is you."
*BONUS POINTS: Who sings this song*
This culture's values are freedom of expression, importance of equality, and independence.
A. American
B. Chinese
C. Spanish
A. American
Which of these is NOT a way to dealing with conflict resolution?
A. State the problem
B. Come up with a solution to the problem
C. Leave the problem alone
C. Leave the problem alone
Retail is the selling or ______________ or goods in smaller quantities for its use or consumption.
A. Accessories
B. Bads
C. Merchandise
D. Driver's Licenses
C. Merchandise
*BONUS POINTS: Name a job title associated with working in retail.*
Which is NOT an example of an interpersonal skill?
A. verbal communication
B. sorting mail
C. active listening
B. sorting mail
FINISH THE LYRICS:
"Feliz __________!"
"Feliz Navidad!"
TRUE or FALSE: Some actions such as tipping servers may be encouraged in our culture but are discouraged in other cultures.
TRUE!
*BONUS POINTS: TRUE or FALSE: When traveling abroad it's best to research what's appropriate versus what's not appropriate in order to avoid offending those who live in that culture.*
TRUE or FALSE: Some valuable skills that we learn from practicing conflict resolution include assertiveness, active listening, empathy, and mediation.
TRUE!
TRUE or FALSE: In order to work as a customer service representative, you must have good interpersonal and conflict resolution skills.
TRUE!
*BONUS POINTS: Name another type of skill that is required for this job title.*
Name at least one non-verbal cue to show that you are listening.
Answers will vary.
Possible answers: eye contact, head nodding, body language, focus, facing forward/to the person, etc.
*BONUS POINTS: Name a non-verbal cue to show that you are NOT listening."
FINISH THE LYRICS:
"It's the most ________________ time of the year."
"It's the most wonderful time of the year."
This culture allows for time midday for employees to leave work for a short while to have siestas (naps) before returning to work.
A. Indian
B. Canadian
C. Spanish
C. Spanish
*BONUS POINTS: Name another custom in Spanish culture.*
Which of these is a way of dealing with conflict?
A. Blaming others
B. Agreeing to disagree
C. Using "I statements"
C. Using "I statements"
*BONUS POINTS: Give an example of an "I statement".*
TRUE or FALSE: In order to move a large line of shopping carts, a retail worker must use what is called a cart-wheel.
FALSE!
*BONUS POINTS: What is the correct name of this machine that pushes shopping carts? Hint: There is more than one correct name.*
You see a coworker walk into the break room crying. What should you do?
It would be best to first give them some space and if they don't return for a while then you could go and check on them. We should first give them space because they may have walked into the break room to have some privacy and alone time.
FINISH THE LYRICS:
"________________ roasting on an open fire."
"Chestnuts roasting on an open fire."
This is the name of the holiday celebrated in Islamic culture.
A. Hannukah
B. Diwali
C. Kwanzaa
D. Ramadan
D. Ramadan
Why is conflict resolution so important?
A. Helps us understand how to deal with conflict
B. Develops relationships
C. Eliminates barriers
D. All of the above
E. None of the above
D. All of the above.
TRUE or FALSE: Most retail companies offer both part- time and full-time positions, but none of them offer benefits such as health insurance.
FALSE!
Tammy has to stock 50 bags of flour but is not able to move the bags alone. Tammy asked James to help her move the bags. James and Tammy began to use a two person lift method to move the bags of flour.
This is an example of:
A. Questioning
B. Walk Away Method
C. Teamwork
C. Teamwork
FINISH THE LYRICS:
"I'm dreaming of a __________ Christmas."
"I'm dreaming of a white Christmas."
*BONUS POINTS: If you can sing the song.*