EOAC 20-1 DEOMI Quiz 5 with complete solutions, Exams of Advanced Education

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EOAC 20-1 DEOMI Quiz 5 with complete

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Culture - Answers - A set of beliefs and values that is held in common by a group which provides the group an identity. Both physical objects and ideas can act as manifestations of this culture. A web of meaning shared by members of a particular society or group within a society. Attributes of Culture - Answers -- A system of shared beliefs, values, customs, behaviors, and artifacts that members of a society use to cope with their world and with one another

• Learned through a process called enculturation
• Shared by members of a society; there is no 'culture of one'
• Patterned, meaning that people in a society live and think in ways forming definite, repeating patterns
• Changeable, through social interactions between people and groups
• Internalized, in the sense that it is habitual, taken for granted, and perceived as 'natural by people within the society Cultural Adaptation - Answers - Described how people adapt to other cultures.
• Assimilation
• Adaptation Assimilation - Answers - The process of resocialization that seeks to replace one's original worldview with that of the host culture Adaptation - Answers - The process whereby one's worldview is expanded to include behavior and values appropriate to the host culture Organizational Culture - Answers - Comprises the attitudes, values, goals, beliefs, and behaviors characteristic of the institution that are rooted in traditions, customs, and practices and influenced by leadership

It is a 'persistent, patterned way of thinking about the central tasks of and human relationships within an organization. Culture is to an organization what personality is to individuals. It will dictate how an organization responds to different situational challenges. It shapes how the military views the environment and adapts to meet current and future challenges. Developmental Model of Intercultural Sensitivity (DMIS) - Answers - 1. Denial (Ethnocentric)

2. Defense (Ethnocentric)
3. Minimization (Ethnocentric)
4. Acceptance (Ethnorelative)
5. Adaptation (Ethnorelative)
6. Integration (Ethnorelative) Ethnocentric - Answers - Using one's own set of standards and customs to judge all people, often unconsciously Ethnocentric Stages - Answers - 1. Denial (people are unable to construe cultural differences in complex ways)
7. Defense (People have more ability to construe cultural difference, but they attach negative evaluations to it)
8. Minimization (People at this stage bury cultural differences within already-familiar categories of physical and philosophical similarity) Ethnorelative - Answers - Being comfortable with many standards and customs and having an ability to adapt behavior and judgements to a variety of interpersonal settings. Ethnorelative Stages - Answers - 1. Acceptance (people at this stage enjoy recognizing and exploring cultural differences)
9. Adaptation (people use knowledge about their own and others' cultures to intentionally shift into a different cultural frame of reference. The can empathize or take another person's perspective)
10. Integration (people at this stage attempt to reconcile the sometimes conflicting cultural frames that they have internalized) Cross-Cultural Competency (3C) within the Organization - Answers - The ability to quickly understand and effectively act in a culture different from one's own.

• Vital element for military and civilian who need to interact with people from other cultures both in the US and overseas.

• Very advantageous, as it equips people with the knowledge, skills, abilities, and personal characteristics that enable them to function properly in culturally diverse situations
• Enables leaders to adapt and act effectively across cultural lines and differences
• Ability to quickly and accurately comprehend, then effectively act, in a complex environment to achieve a desired result
• Navigating differences can present operational, strategic, and tactical challenges to our forces Cross-Cultural Competency (3C) Model - Answers - 1. Self

2. Unit / Joint Agency
3. Coalition / Host Nation
4. Adversary (3C) Model: Self - Answers - It is important to understand your own beliefs, personal and cultural values as one way of appreciating multicultural identities (3C) Model: Unit / Joint Agency - Answers - In order to communicate, cooperate, or lead such teams, one must have the cross-cultural competence to work with and lead individuals who are different (3C) Model: Coalition / Host Nation - Answers - Effective coordination and integration of these commands depends upon understanding and addressing differences effectively to create a truly integrated team (3C) Model: Adversary - Answers - Lack of cultural knowledge about the adversary can have grave consequences for military war fighters, civilians, and our nation as a whole Miscommunication can lead to: - Answers - conflict or aggravate a conflict that already exists. Awareness of the ways cultures operate cultivates the communicator with the ability to effectively respond to these definitions All communication is: - Answers - cultural Communication - Answers - The act or process of using words, sounds, signs or behaviors to express of exchange information or to express your ideas, thoughts, and feelings to someone. Different Aspects of Cultural Communication - Answers - 1. Communication is cultural
5. Cultural identity
6. Cross-cultural competence

Communication is Cultural - Answers -- An act or process of using words, sounds, signs, or behaviors

• Culture is a product of the social environment and includes shared values, norms, ideas, symbols and meanings
• culture can also be a set of beliefs and values Cultural Identity - Answers -- Refers to identification with, or sense of belongings to a particular group based on various categories.
• Constructed and maintained through the process of sharing collective knowledge such as traditions, heritage, language, aesthetics, norms and customs.
• Constantly challenged through communicative processes. Cross-cultural Competence - Answers -- The ability to understand; communicate with and effectively interact with people across different cultures.
• A set of attributes or kind of expertise. Intercultural Communication (def.) [not supposed to be in lesson] - Answers - A set of interactions between people from different cultural backgrounds, which consist on a process of exchanging, negotiating, and mediating cultural differences through language, nonverbal gestures and space relationships. (cross-cultural communication) Intercultural Communication Explained [not supposed to be in lesson] - Answers - 1. Intercultural communication involves the ability to be aware of how cultural differences influence communication process and outcomes.
  • Language, verbal
  • Nonverbal communication

2. Cultures are defined as a set of beliefs and values that is held in common by a group which provides the group an identity. Both physical objects and ideas.
3. Cultural Differences dictate how communication is addressed.
   • Perspectives: values and beliefs
   • Practices: behavior practices or norms
   • Products: tangibles (sense of touch) and intangible Benefits of managing intercultural communication [not supposed to be in lesson] - Answers - 1. willingness to accept differences
4. Personal growth through increased tolerance
5. Better skills to dialogue and cooperation
   • Improving verbal and nonverbal comms
   • Improving abilities related with intercultural conflict resolution
6. Development of a positive attitude towards otherness
7. Better adaptation to a new environment
8. Improving abilities related with intercultural Barriers of Intercultural Communication - Answers - 1. Assertions
9. Generalizations

3. Stereotyping
4. Cultural Tendencies Assertions - Answers - Values, attitude, perceptions, stereotypes, and behaviors are reinforced through socialization process. There are many dangers to making assertions about an entire group based on the actions of one individual who can be perceived as a group representative. Generalizations - Answers - Broad statements, valid or faulty, based on facts, experiences, examples, or logic (example: generally, cats are meaner than dogs = Not stereotype! which would be ALL cats are meaner than dogs would be a stereotype) Stereotyping - Answers - A stereotype is an ending point, no effort is made to asserting whether it is appropriate or correct, whereas generalizations serve as a starting point to learn more. Assuming certain individual characteristics:

• Avoid using 'always' or 'never'
• action of stereotyping can lead to discrimination
• ex. all Latinos like spicy food Represents an oversimplified opinion Creates power imbalances Prejudiced attitude or uncritical judgement Cultural-Tendencies - Answers - 1. Personal Space

2. Eye contact
3. Speaking volume
4. Touch
5. Smiling
6. Facial Control
7. Time
8. Silence
9. Agreement Very depending on race and ethnic identification, which is cultural identity. Understanding tendencies improves the ability to adapt and communicate. Personal Space - Answers - The standard personal space of a culture is influenced by the amount of available space. People from crowded places such as India or New York, will be accustomed to less personal space and vice versa.

Eye Contact - Answers - The duration and frequency or eye contact communicates a great deal-honesty, respect, shame, interest - but the rules governing eye contact and what it means differ widely. Speaking Volume - Answers - The volume at which we speak says nearly as much as the words themselves by the degree to which it varies from the baseline. The variation in volume communicates shyness, uncertainty, anger, enthusiasm, etc. Touch - Answers - Compared to other cultures, Americans rarely touch each other, limiting ourselves to handshakes and occasional pats on the shoulder or arm in business relationships, or hugs in closer friendships.

• Some can be uncomfortable being touched
• People from cultures with conservative customs may not like other genders touching each other
• touching someone on the head may be offensive Smiling - Answers - Generally, smile can communicate friendliness. Some cultures smile with much less frequency. Facial Control - Answers - A croup may display the least control over facial expressions, some cultures place high value on individual expressions. Can appear unemotional or inscrutable. Time - Answers - Sends a message without words being spoken. Respect can be communicated through punctuality. Or continuing a conversation until it reaches a natural conclusion. Silence - Answers - some people are uncomfortable with silence in conversations. In some cultures, silence may signify respect, disdain, thoughtfulness, etc. Agreement - Answers - 'yes' doesn't always mean 'yes'. In maintaining pleasant relations, sometimes people rarely say no. 'yes' may mean maybe or ill consider it. A negative reply is communicated with hints or suggestions sometimes. Gender - Answers - Refers to the attitudes, feelings, and behaviors that a given culture associates with a person's biological sex. Gender-normative - Answers - Behavior that is compatible with cultural expectations. Gender non-conformity - Answers - Behaviors that are incompatible with cultural expectations of gender. Sex - Answers - A person's biological status and is typically categorized as male, female, or intersex. Biological sex, including sex chromosomes, gonads, genitalia, etc.

Conversation Styles (gender roles) - Answers - Socially approved ways that men and women are expected to behave. Theorists suggest masculine and feminine behaviors are two separate sets of behaviors. You can act in one or the other or both. (masculine, feminine, androgynous [ combining both traits from male and female], undifferentiated [not enough of one or the other]) Conversation style

• Gender verbal communication styles
• Nonverbal communications General Generational Characteristics - Answers - 1. Traditionalists (1925-1945)

2. Baby Boomers (1946-1965)
3. Generation X (1966-1979)
4. Generation Y Millennials (1980-1994)
5. Generation Z (1995-present) Traditionalists - Answers - Hard working, dedicated, respectful of rules, and authority, conservative and traditionalist. Veterans, silent generation, Great Depression WWII Baby Boomers - Answers - Youthful self-identity, optimistic, team player, competitive. Generation 'me', generation hippies, Vietnam War, Post War 60s. Generation X - Answers - Balanced work/life quality, self-reliant, pragmatic (practical), latch-key kids, MTV generation, Pop Culture, divorced parents Generation Y Millennials - Answers - Fast-paced/multitasking, fun-seeking, tech savvy, echo boomers, technology, internet Generation Z - Answers - Sophisticated, connected, volunteers, ingeneration, google generation, influenced by social media, 9-11 and great recession. Social Media - Answers -- channels that a remote communication is possible; text, tweet, exchanging email and IM, and social networking

• permanent record of what you do and say
• nearly 2/3 of adults use social media Positive and Negative Impacts of Social Media - Answers -- creates online communities to share information, ideas, personal messages, and other content (such as videos)
• Posted Language (positive and negative) can contribute to behaviors offline
• Alters the way information is shared worldwide - instant
• Unpredictable
• Reliable and unreliable
• Influential

Strategies to Improve Communication: Impact Model - Answers - Many times, people assume a behavior has an intended consequence. We expect a certain result but unintended consequences occur as well.

• intention vs behavior: when we do or say something there is always an impact. The impact model illustrates the unpredictability of behavior when a message is received by your listener
• impact vs intent: occurs when the impact of the communication is negative
• we should focus on the action and acknowledge the unintended negative impact on a person Strategies to Improve Communication: Negative impacts of failure to communicate effectively - Answers -- turnover rates
• recruitment, hiring, training, and retention
• morale and teamwork
• perceptions of fairness and equity
• grievances and complaints Strategies to Achieve effective communication - Answers - 1. Mindful listening (careful attention and responses)

2. Hearing versus listening (listening needs to be practiced)
3. speaking (positive speech improves communication)
4. Observation (noting peoples body language, etc)
5. Flexibility (adaptability)
6. Patience (respect and communication enhanced) Strategies to Achieve Inclusive Communication - Answers - 1. learn from generalizations about others, but don't use those generalizations to stereotype, oversimplify or categorize
7. Don't assume that there is only one right way to communicate
8. Don't assume that breakdown in communication occurs because others are wrong
9. Listen actively and emphatically
10. stop, suspend judgement, look at it as an outsider DoD References Governing the Complaint Process - Answers - 1. DoD 1350.2 - MEO program
11. Dodi 4000.19 - Support Agreements
12. DODD 1020.02e - Diversity Management and EO
13. DODI 1020.03 - Harassment Prevention/Response EO Complaint - Answers - Allegation of unlawful discrimination based upon the six bases of discrimination either orally or in writing Allegation of harassment associated with the six bases of discrimination Six Bases Of Discrimination - Answers - 1. Race

2. Sex (to include gender identity)
3. Religion
4. National Origin
5. Color
6. Sexual Orientation EO complainant - Answers - A service member who submits allegations of unlawful discrimination EO Complainants may include: Active duty, reserve, or guard members, retired service members, family members Formal Complaint - Answers - An allegation of unlawful discrimination or harassment that is submitted in writing to the authority designated for receipt of such complaints in Service implementation regulations 3 Types of Complaints - Answers - 1. Formal
7. Informal
8. Non-EO Complaints Informal Complaint - Answers - A method to resolve complaints that fall into the bases of discrimination at the lowest level possible Methods for Resolving Informal Complaints - Answers - 1. Person to Person
9. Third Party
10. CoC
11. Conflict Resolution
12. Fact Finding (i.e. walkabouts) Non-EO Complaints - Answers - Other complaints EOs must be familiar with (ex. abuse of authority:
13. Leadership
14. Favoritism
15. Performance Reports
16. Sexual Assault Referral Agencies for Non-EO Complaints - Answers - 1. Chaplain
17. IG
18. Housing referral office
19. Provost Marshal (cops)
20. Legal Services
21. Appropriate contracting or vendors office
22. Armed Forces Disciplinary Control Board
23. Community Liaison
24. Sexual Assault Response Coordinator

10. EEO counselor Processing the Complaint - Answers - EOs will complete the following to process the report:
11. Initial Reporting/Notification
12. Interim Reporting
13. Monitoring Outcomes of the Complaint - Answers - 1. Substantiated (preponderance of evidence supports allegation)
14. Unsubstantiated (preponderance of evidence did NOT support the allegation)
15. Appeal Process Major Components of the EO Complaint Intake Interview - Answers - 1. Open the Interview
16. Body
17. Closing the Interview Major Components of the EO Complaint Intake Interview: Open the Interview - Answers

• Greet the interviewee promptly and cordially by:

1. Establish a rapport
2. Establishing procedures of the interview
3. Explaining the limits of anonymity/confidentiality
4. Acknowledge the time limitations
5. Explain the purpose of not taking and gathering information
6. Explaining safety, harm to self or others Major Components of the EO Complaint Intake Interview: Body - Answers - During the interview do the following:
7. All the interviewee to tell their story
8. Ask open-ended questions
9. Maintain strict impartiality
10. Maintain control of the interview
11. Maintain eye contact
12. paraphrase the interviewees comments
13. listen attentively
14. Accept/Acknowledge their feelings
15. Use selective and flexible techniques
16. maintain positive non-verbal communications Major Components of the EO Complaint Intake Interview: Closing the Interview - Answers - when closing the interview, do the following:
17. Summarize the information gathered
18. Ask if interviewee has anything to add

3. Explain the procedures of the complaint process
4. Discuss reprisal
5. Discuss future follow-up
6. Extend appreciation to interviewee Follow-up on the interview - Answers - Follow up only if needed (witnesses, supervisors, etc.) - it is considered a best practice to follow-up with the complainant (Not mandatory but it is a best practice) Conflict - Answers - An extended struggle; a clashing or sharp disagreement (as between ideas, interests, or purposes); mental struggle resulting from needs, drives, wishes, or demands that are in opposition or are not compatible. Conflict as a Perception - Answers - A belief or understanding that one's own needs, interests, wants, or values are incompatible with someone else's. There are both objective and subjective elements to cognitive dimension. Conflict as a Feeling - Answers - An emotional reaction to a situation or interaction that signals a disagreement of some kind. The emotions felt might be fear, sadness, bitterness, anger, or hopelessness or some amalgam of these. Conflict as an Action - Answers - The actions that we take to express our feelings, articulate our perceptions, and get our needs met in a way that has the potential for interfering with someone else's ability to get his or her needs met. This behavior may involve an attempt to make something happen at someone else's. It may be an exercise of power. It may be violent. It may be destructive. Conversely, it may be conciliatory, constructive and friendly. 3 Dimensions of Conflict - Answers - 1. Perception
7. Feeling
8. Action Causes of Conflicts - Answers - 1. Needs (central)
9. Communication
10. Emotions
11. Values
12. Structure
13. History Cause of Conflict: Needs - Answers - When our needs are incompatible there will always be conflict Cause of Conflict: Communication - Answers - Culture, gender, age, class and environment significantly affect an individual's ability to communicate effectively. People often rely on inaccurate or incomplete perceptions, tend to form stereotypes, and carry into their communications conclusions drawn from former interactions or experiences.

Cause of Conflict: Emotions - Answers - Emotions are the energy that fuel conflict. If people stay perfectly rational and focused on how to best meet their needs and accommodate those of others, and if they could calmly work to establish effective communications, then many conflicts would either never arise or would quickly deescalate. Cause of Conflict: Values - Answers - When a conflict is defined or experienced as an issue of values, it becomes more charged and intractable. Because people define themselves in part by their core beliefs, when they believe these values are under attack, they feel they are being attacked. Similarly, it is hard for people to compromise when core beliefs are in play, because they feel they are compromising themselves or their integrity. Cause of Conflict: Structure - Answers - 1. Elements may include available resources, decision-making procedures, time constraints, communication procedures, and physical settings. Even when compatible interests may move people towards cooperation, the structure in which they are working may create conflict.

2. An example might be when voting is used to resolve serious differences about an issue, the issue tends to become polarized, and constructive communication can be difficult. Cause of Conflict: History - Answers - The history of the people who are participants in a conflict, of the systems in which the conflict is occurring, and of the issues themselves, has a powerful influence on the course of the conflict. History provides the momentum for the development of conflict. We tend to try to understand conflicts while isolating the historical roots and can become baffled by participants stubbornness. Peoples history affects their values, communication style, emotional reactions, and the structure in which they operate. Potential Positive Effects of Conflict - Answers - 1. Increased motivation
3. Enhanced problem/solution identification
4. Group cohesiveness
5. Reality Adjustment (i.e. performance eval)
6. Increased knowledge/skill
7. Enhanced creativity
8. Contribution to goal attainment
9. Incentive for growth Potential Negative Effects of Conflict - Answers - 1. Decreased Productivity
10. Erosion of trust
11. Coalition formation with polarized positions (stump the chump)
12. Secrecy and reduced information flow
13. Morale problems

6. Consumption of mass amounts of time
7. Decision-making paralysis 5 Approaches to Conflict Management - Answers - 1. Power-based
8. Rights-based
9. Principle-based
10. Manipulation-based
11. Interest-based Power-Based Approach to Conflict Management - Answers - 1. often destructive, sometimes violent
12. Can be disruptive and costly
13. Seldom leads directly to improved relations
14. Are not always harmful 'Do what I want because I have the power to reward you or punish you' Rights-Based Approach to Conflict Management - Answers - 1. Asserting privilege or claim
15. Uses some established structure
16. law, policy, regulation, procedure 'the law requires you to do what I want' Principle-Based Approach to Conflict Management - Answers - 1. Asserting a moral right to an outcome
17. Appeal to what is fair, reasonable, or just
18. Not focused on needs ' Give me what I want because its the right thing to do' Manipulation-Based Approach to Conflict Management - Answers - 1. Can be destructive or constructive
19. Meet needs without directly confronting the issue (withholding needs/desires) 'you would be better at this project, so ill take the other one' Interest-Based Approach to Conflict Management - Answers - 1. Generally Collaborative
20. Discuss needs rather than impose solution
21. Understand and address the interests of all to achieve mutually acceptable outcome preferred method 'Let me explain to you why I want what I want' Five Conflict Styles (or Strategies) - Answers - 1. Avoiding (lose/lose)
22. Accommodating (lose/win)

3. Competing (win/lose)
4. Compromising (draw or lose/lose)
5. Collaborating (win/win) preferred method Avoiding Conflict Style or Strategy - Answers - (lose/lose) Withdraw from or deny there is a problem when issues are not important or not worth the cost of dealing with them Accommodating Conflict Style or Strategy - Answers - (lose/win) Differences are played down; surface harmony exists Competing Conflict Style or Strategy - Answers - (win/lose) One's authority, position, majority rule, or persuasive minority settles the conflict Compromising Conflict Style or Strategy - Answers - (draw or lose/lose) Each party gives something in order to meet halfway Collaborating Conflict Style or Strategy - Answers - (win/win) preferred method Abilities, values, and expertise of all are recognized; each person's position is clear Conflict Resolution Facilitation - Answers - 1. Conflict resolution
   • Time resolution
   • Flexibility
   • Better results
6. Positions are predetermined outcomes
7. Interests are needs to be satisfied
   • Look for interests, consider each side and prioritize interests
8. Separate the people from the problem
   • issue identification
   • facilitator action Conflict Resolution Facilitator Actions - Answers - 1. Consider party's needs/wants/desires
9. Sort and review the information you have
10. Seek information you do not have
11. Consider the environment/context of parties
12. Asses service members with clarifying viewpoints
13. Typically works with all participants at once
14. Assists service members to reach their goal through communication and understanding Facilitation and the importance of communication - Answers - 1. listen to understand
15. convey attentiveness to parties

3. be cautious when responding to questions
   • don't agree or disagree
   • Casually ignore attempts to get your opinion
   • remind parties of your neutrality Terms to avoid in conflict resolution facilitation - Answers - 1. Story
4. proceeding
5. side
6. position
7. fault
8. problem
9. complaint Impasse - Answers - Failure to make progress towards resolution, deadlock or stalemate (tips: ask hypothetical questions, reframe/rephrase, break, silence, transparency, role reversal, focus on issues, break it down into parts, reality check, allow for feelings, discuss best and worst alternatives to agreement) Facilitated Discussion Model - Answers - 1. Consideration for surroundings
10. Opening remarks
11. Individual perspective
12. Dialogue
13. Closing