Focus Questions

In the video, you watched an interaction among some employees at CDN Malls.

Discuss the following:

  1. Who are the people in the video?
  1. What are they talking about?
  1. What is a zero-tolerance policy? What is the zero-tolerance policy Sima is referring to?
  1. Does CDN Malls value its customers? How do you know?
  1. Does CDN Malls value its employees? How do you know?
  1. What do you notice about the language the people in the video use when they interact? How formal/informal is it? Why?
  1. What would be appropriate behaviour in the following situations?
    • Read the descriptions of behaviour below.
      Very casual Completely relaxed; not considering audience, context, tone, language, body language, and facial expressions
      Casual Relaxed but considering audience, context, tone, language, body language, and facial expressions
      Serious Looking relaxed but consciously considering audience, context, tone, and language; demonstrating seriousness in body language and facial expressions
    • Select the appropriate behaviour for each situation in the chart below. The correct answers will turn blue when you click on them.
      Situation Behaviour
      You are in the lunchroom at work. You and your co-workers are discussing last night’s hockey game. Very casual Casual Serious
      You are making small talk with a group of colleagues before a meeting. Very casual Casual Serious
      You are at a meeting in the workplace. Very casual Casual Serious
      You are making small talk with a customer or a client. Very casual Casual Serious
      You are talking to a customer or a client about a concern he/she has. Very casual Casual Serious
    • Discuss your answers. In what situations do you demonstrate the above behaviours in your culture?