Which of the following is the first step in a diversity skills training program?
A. teaching people specific skills on how to communicate effectively with their fellow employees
B. increasing employees' sensitivity and openness to those who are different from them
C. making employees aware of the assumptions and biases they may have
D. training employees on how to work effectively in a diverse work environment
Answer: C
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Which statement is not true?
a. Auditors must maintain independence. b. IT auditors attest to the integrity of the computer system. c. IT auditing is independent of the general financial audit. d. IT auditing can be performed by both external and internal auditors.
Which of the following statements about the service encounter is true?
A) The quality of service delivered by a company is only as good as its best employee. B) The customer plays a minimal role in the quality of the service encounter. C) An employee's actions, words, and physical appearance do not represent the organization. D) The quality of information provided by the customer does not affect the quality of the service encounter. E) The service encounter has a social dimension and a physical dimension.
Human resource management is a critical component of meeting ______ goals, because without the right people with the right types of education, skills, and mind-set, an organization cannot expect to accomplish its objectives.
A. organizational B. strategic C. formalization D. environmental
Which adjectives BESTdescribe effective language for a questionnaire or interview guide?
a. Positive and patronizing b. Positive and confident c. Positive and leading d. Unbiased and hesitant