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HPJ12 Final QUIZ Flashcards | StudBud
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HPJ12 Final QUIZ
HPJ12 Final QUIZ
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Questions
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Answers
1
What is the definiton of a sterotype
a person's opinion or point of view
sympathetic awareness or tolerance
Acceptance of others cultural differences
a widely held and fixed viewpoint or idea of a person or thing
2
employers who allow time for religious practice, flexible hours for cultural events are practicing cultural awareness
False
True
3
What can employers do to prevent discrimination
maintain/create clear policies that promote equality of opportunity for all
provide a fair and quick internal complaints system to address breaches
Try to ingnore the complaint, unless it is really bad
provide ongoing training of new and existing staff on the policies
4
how can you help customers order food when they speak a different language
tell them to make sense so you can take their order
Be patient, keep a smile on your face and speak in a cheerful tone
Simplify your language- use simple words when communicating
Use visuals. A picture is worth a thousand words - point to menu items
5
What are three
cultural differences
that could impact customers' experiences with hospitality staff
Understanding of religious dietary laws
‘comfortable speaking distance’ is determined by culture.
Smiling when a customer approaches the counter
The use of effective communication- overcoming the language barrier
6
The Queensland’s Anti-Discrimination Act 1991 addresses discrimination across
Hospitality workplaces
Education workplaces
All workplaces
Health workplaces
7
discrimination definition
the unjust or prejudicial treatment of different peoples
law or a set of rules
a view about something, not necessarily based on fact or knowledge
a time or set of circumstances that makes it possible to do something
8
3 common cultural differences that can cause issues in the workplace
cultural literacy - creating a shared calendar of holidays and festivals
Sexual Orientation and Gender Identity - asking of inappropriate questions
ethnicity-unique behavior patterns that may come across as rude
religion- Different beliefs and ethics can cause conflict among co-workers
9
Why was the "Disability Discrimination Act 1992’ introduced by the Australian Government
to make more money by paying employees less
to help cafe owners to fire persons with disability without any reason
to help the implementation of the Tobacco Regulation Act
to provide protection against discrimination based on disability
10
businesses and organisations must ensure that they comply with both national and state legislation
False
True
11
What are 3
Workplace Social and or Cultural Conflicts
Unconscious bias - learned stereotypes
Power dynamics- The use of hierarchical power structures
Workplace BBQ nights
Preexisting mind-sets - different perceptions of experiences and conflicts
12
The Act prohibits
Equal Opportunities
victimisation
direct and indirect discrimination
harassment
13
What are 3 solutions to overcome language barriers in
hospitality jobs
do not talk to others
Use simple langauge, Use code words and abbreviations
Use an interpreter
teach hospitality employees a frequent language used in the area
14
What is cultural awareness?
only being proud of your heritage
using sensitivity to create inclusive communication and customer services
sensitivity and recognition of the differences and similarities in cultures
speaking in English over and over until your customer understands you
15
The Act prohibits discrimination against relationship status; pregnancy; parental status; breastfeeding; age
False
True
16
How can hospitality workplaces practice cultural sensitivity?
The hiring process- fair and employment process
Encourage the use of english instead of native langauge
Accommodating your staff-supportive space for all employees
Catering to food requirements- dietary requirements on the menu
17
What are two examples of sterotypes
The sky is blue
Cafes close on public holidays
Cashiers from China will be good at adding up numbers in their head
Americans will tip money to waiters
18
strategies for resolving misunderstandings in the workplace
attend mediation conflict resolution
Communication - practice active listening
Attend Cultural Sensitivity and Awareness Training
Use cultural sensitivity by respecting diversity and others
19
What is the "Disability Discrimination Act 1992’
Act that prohibits discrimination against people with disability
A law that stops employers from hiring a person with disability
An Act within the Fair Work Law
law prohibiting smoking in public places
20
The Act prohibits discrimination against impairment; religious belief or activity; political belief or activity
True
False
21
Employees need to be culturally aware to understand and overcome cultural stereotypes with customers
False
True
