Deck 15: Organizational Change and Stress Management

Question 1

Your supervisor has restructured the jobs within your division and some of your colleagues are not pleased. Abbas is concerned that he will not be able to perform the new tasks. Since he is paid by the amount he produces, his pay might be reduced. Nasser is afraid that his job may be in jeopardy and he may be laid off. Hamid dislikes uncertainty and has developed a negative attitude.
Since the restructuring, your division has had trouble filling the open positions with appropriate candidates. The selection processes used by human resources have not yet adjusted to the new criteria required for the restructured job positions. This problem is an example of which kind of resistance to change?

A) threat to established power relationships
B) group inertia
C) threat to expertise
D) structural inertia
E) limited focus of change

Answer 1

D

Question 2

Which of the following is not a step in the appreciative inquiry process?

A) discovery
B) design
C) destiny
D) dreaming
E) devising

Answer 2

E

Question 3

Using covert influence to overcome resistance to change is called_______ .

A) cooptation
B) education
C) coercion
D) negotiation
E) manipulation

Answer 3

manipulation

Question 4

Managing resistance to change that is_______ is extremely challenging.

A) resolute
B) passive
C) explicit
D) deferred
E) overt

Question 5

TFT Net is a company that you have established within the computer industry, where innovations are common. Your employees are highly trained, well educated, and hard working. They are under a great deal of stress and TFT Net is concerned that productivity and job satisfaction will decline.

-In an attempt to recognize stress early, you should be aware that symptoms may be_______ .

A) physiological, spiritual and individual
B) physiological, psychological and behavioral
C) individual, behavioral and overt
D) psychological, individual and behavioral
E) none of the above

Question 6

_______is an example of an individual approach to stress reduction.

A) Goal setting
B) Redesigning jobs
C) Relaxation techniques
D) Selection and placement
E) all of the above

Question 7

Who developed a three-step model for change that included unfreezing, movement, and refreezing?

A) Douglas Surber
B) Lawrence Summers
C) Kurt Lewin
D) David McClelland
E) John Kotter

Question 8

Which of the following is not true of organizational development?

A) Effective organizations are characterized by trust.
B) People should be treated with dignity and respect.
C) Problems should be condensed.
D) Problems should be openly confronted.
E) All of the above are true.

Question 9

_______is one way to achieve unfreezing of an organization's status quo.

A) Decreasing the restraining forces which hinder movement from inequality
B) Decreasing management's investment in change
C) Increasing the driving forces directing behavior away from the status quo
D) Increasing employee investment in the status quo
E) Increasing the rigidity of the organizational hierarchy

Question 10

You have decided to use action research to manage a planned change in your department. You have carefully mapped out the five steps of the process.
In which stage do you share with employees what you have found and develop action plans?

A) evaluation
B) diagnosis
C) feedback
D) action
E) analysis

Question 11

The step in the action research process where information is gathered about problems, concerns, and needed changes is known as the _______stage.

A) feedback
B) evaluation
C) prognosis
D) diagnosis
E) action

Question 12

Which of the following is not a source of individual resistance to change?

A) habit
B) economic factors
C) security
D) inertia
E) fear of the unknown

Question 13

Organizationally supported programs that focus on the employee's total physical and mental condition are called_______ programs.

A) relaxation
B) job redesign
C) employee involvement
D) wellness
E) organizational development

Question 14

_______is a change process based on systematic collection of data and selection of a change action based on what the analyzed data indicate.

A) Planned change
B) Action research
C) Process consultation
D) Organizational development
E) Organizational restructuring

Question 15

Family issues, economic problems, and personality characteristics are examples of the _______factor of potential stress.

A) personnel
B) personal
C) social
D) psychological
E) environmental

Question 16

Which of the following is a characteristic of a learning organization? Its employees _______.

A) have high levels of technical knowledge
B) focus on breaking down barriers created by hierarchical levels
C) have standard ways of doing their jobs
D) pursue projects of interest
E) think in terms of independent relationships

Question 17

_______encompasses a collection of planned-change interventions built on humanistic-democratic values that seek to improve organizational effectiveness and employee well-being.

A) Reflected change
B) Economic validity
C) Organizational development
D) Action research
E) Process consultation

Question 18

Which one of the following is not listed as a tactic for dealing with resistance to change?

A) cooptation
B) acceleration
C) manipulation
D) education
E) participation

Question 19

_______involves correcting errors using past routines and present policies.

A) Continuous improvement process
B) Organizational reaction
C) Double-loop learning
D) Single-loop learning
E) Process reengineering

Question 20

What is a goal of planned change?

A) to change employees' responsibilities
B) to change the forces of change
C) to alter the agents of change
D) to alter the employees' environment
E) to improve the ability of the organization to adapt to the environment

Question 21

You have decided to use action research to manage a planned change in your department. You have carefully mapped out the five steps of the process.
You ask questions and interview your employees in which step of the process?

A) analysis
B) evaluation
C) feedback
D) action
E) diagnosis

Question 22

All of the following are steps in the process of action research except .

A) action
B) diagnosis
C) forming
D) evaluation
E) feedback

Question 23

Which of the following is not a characteristic of a learning organization?

A) People openly communicate with each other.
B) There is a shared vision upon which everyone agrees.
C) Members always integrate old ways of thinking with new ideas.
D) People sublimate their personal self-interest to work together to achieve the organization's shared vision.
E) There is consensus on the direction of the organization.

Question 24

Maroc Motor Repair is moving its location to a larger community 100 miles away. Maroc would like for its mechanics to move with the company but realizes that there will be some hardships associated with the move. Maroc has decided to use Lewin's three-step model in order to make the change.

-You counsel each employee individually, trying to lessen each person's fears about the move. This is an example of_______ .

A) removing restraining forces
B) increasing driving forces
C) removing driving forces
D) brainwashing
E) none of the above

Question 25

Which of the following has been the most studied potential source of innovation?

A) human resource factors
B) structural variables
C) brainstorming
D) champions
E) cultural variables

Question 26

The application of direct threats or force upon resisters is called_______ .

A) cooptation
B) destruction
C) exploitation
D) coercion
E) manipulation

Question 27

Maroc Motor Repair is moving its location to a larger community 100 miles away. Maroc would like for its mechanics to move with the company but realizes that there will be some hardships associated with the move. Maroc has decided to use Lewin's three-step model in order to make the change.
Despite your attempts to unfreeze the status quo at Maroc, your employees are still resistant to the relocation. According to Kotter's model, which of the following would most likely help to overcome this problem?

A) limiting your discussion of your vision for the move to employees with the highest rankings
B) postponing the moving deadline since it isn't critical that the move occur immediately
C) emphasizing the importance of short-term wins by discouraging risk taking
D) providing employees with a list of compelling reasons for the move
E) creating a set of strategies for the move and sticking with them at all costs

Question 28

Which of the following is not a reason for the different responses of individuals to stressful situations?

A) job experience
B) social support
C) personality
D) perception
E) physical characteristics

Question 29

Who built upon the three-step model to create a more detailed approach for implementing change?

A) Lawrence Summers
B) Douglas Surber
C) John Kotter
D) David McClelland
E) Kurt Lewin

Question 30

In the process of action research, diagnosis is followed by_______ .

A) re-evaluation
B) analysis
C) action
D) feedback
E) evaluation

Question 31

_______is a tool for assessing attitudes held by organizational members, identifying discrepancies among member perceptions, and solving these differences.

A) Process consultation
B) Survey feedback
C) Intergroup development
D) Sensitivity training
E) MBWA

Question 32

Your supervisor has restructured the jobs within your division and some of your colleagues are not pleased. Abbas is concerned that he will not be able to perform the new tasks. Since he is paid by the amount he produces, his pay might be reduced. Nasser is afraid that his job may be in jeopardy and he may be laid off. Hamid dislikes uncertainty and has developed a negative attitude.

-The source of Abbas's resistance is_______ .

A) economic
B) structural inertia
C) habit
D) security
E) none of the above

Question 33

Which tactic to overcome resistance to change is a relatively easy way to gain the support of adversaries, but may backfire if the targets become aware of the tactic?

A) negotiation
B) cooperation
C) manipulation
D) coercion
E) conciliation

Question 34

The source of Nasser's resistance is_______ .

A) habit
B) selective information processing
C) group inertia
D) security
E) none of the above

Question 35

The de-emphasis of hierarchical authority and control in organizational development is referred to as _______.

A) respect for people
B) power equalization
C) trust and support
D) vertical blending
E) participation

Question 36

_______is a method of changing behavior through unstructured group interaction.

A) Sensitivity training
B) Psychoanalysis
C) Action research
D) Process consultation
E) Planned change

Question 37

Which tactic for overcoming resistance to change basically assumes that the source of resistance lies in misinformation?

A) teaching and advancement
B) education and communication
C) cooptation and manipulation
D) training and development
E) facilitation and support

Question 38

You have brought in the local extension agent to explain demographics and the changing nature of the area in which you live. The method for overcoming resistance that you have chosen is_______ .

A) manipulation and cooptation
B) participation
C) negotiation
D) education and communication
E) coercion

Question 39

An example of change in competition is _______.

A) increased interest in urban living
B) a decrease in interest rates
C) growth of e-commerce
D) collapse of Enron Corporation
E) increased immigration

Question 40

Your company, Riyadh Farm Products, has decided to expand its traditional business serving farm owners in order to include home gardeners in its customer base. This change is not met with enthusiasm by the sales personnel who have had good long-term relationships with area farmers. You know that the change will be difficult if you cannot overcome the resistance of the sales personnel and obtain their cooperation.

-You have decided to involve the sales personnel in planning for the change and in stocking appropriate new items to sell to gardeners. The method for overcoming resistance that you have chosen is_______ .

A) education and communication
B) manipulation and cooptation
C) participation
D) coercion
E) negotiation

Question 41

Your company, Riyadh Farm Products, has decided to expand its traditional business serving farm owners in order to include home gardeners in its customer base. This change is not met with enthusiasm by the sales personnel who have had good long-term relationships with area farmers. You know that the change will be difficult if you cannot overcome the resistance of the sales personnel and obtain their cooperation.

-In reaction to your threat to close down the company, your employees accuse you of manipulating them to gain their cooperation with the new sales approach. Their accusation is _______.

A) inaccurate, because your threat to eliminate positions and close down the company is simply a ruse to gain employees' compliance
B) accurate, because your threat to eliminate positions and close down the company is simply a ruse to gain employees' compliance
C) accurate, because you plan to eliminate many sales positions regardless of whether your sales force accepts the new customer focus
D) accurate, because you fully intend to follow through on your threat if the sales team refuses to support the new customer focus
E) inaccurate, because you fully intend to follow through on your threat if the sales team refuses to support the new customer focus

Question 42

You decide to put more effort into planning the relocation effort, and you choose to institute an appreciative inquiry (AI) to increase employee investment in the change. To coordinate the AI, an outside consultant is hired who does which of the following?

A) focuses on identifying the problems of your organization
B) focuses on reviewing past mistakes and avoiding shortcomings
C) convenes a large-group meeting of your employees over a 2 day time period
D) demonstrates to your employees that you are at fault for not planning the relocation properly
E) none of the above

Question 43

Which of the following is not a primary force for change in organizations?

A) technology
B) economic shocks
C) the nature of the workforce
D) decreasing skill sets
E) social trends

Question 44

The purpose of_______ is for an outside consultant to assist a client, usually a manager, to perceive, understand, and act upon process events with which the manager must deal.

A) social reinforcement
B) a change agent
C) action research
D) process consultation
E) survey feedback

Question 45

If individuals resisting change are included in making change decisions in an attempt to gain their support, this approach is called _______.

A) exploitation
B) cooptation
C) coercion
D) education
E) manipulation

Question 46

The activities considered in team building typically include all of the following except .

A) development of interpersonal relations
B) role analysis
C) goal setting
D) team process analysis
E) promotion opportunities

Question 47

Errors that are corrected by modifying the organization's objectives, policies, and standard routines are part of_______ .

A) process reengineering
B) single-loop learning
C) tertiary continuance
D) double-loop learning
E) the continuous improvement process

Question 48

All of the following are sources of organizational resistance to change except .

A) security
B) structural inertia
C) threat to established power relationships
D) group inertia
E) limited focus of change

Question 49

TFT Net is a company that you have established within the computer industry, where innovations are common. Your employees are highly trained, well educated, and hard working. They are under a great deal of stress and TFT Net is concerned that productivity and job satisfaction will decline.

-The technological change that employees are dealing with is a(n) _______stress-producing factor.

A) environmental
B) industrial
C) organizational
D) individual
E) none of the above

Question 50

Which of the following is not considered an underlying value in organizational development?

A) participation
B) trust
C) respect
D) implementation
E) confrontation

Question 51

Your supervisor has restructured the jobs within your division and some of your colleagues are not pleased. Abbas is concerned that he will not be able to perform the new tasks. Since he is paid by the amount he produces, his pay might be reduced. Nasser is afraid that his job may be in jeopardy and he may be laid off. Hamid dislikes uncertainty and has developed a negative attitude.

-The source of Hamid's resistance is _______ .

A) fear of the unknown
B) selective information processing
C) habit
D) economic
E) none of the above

Question 52

Maroc Motor Repair is moving its location to a larger community 100 miles away. Maroc would like for its mechanics to move with the company but realizes that there will be some hardships associated with the move. Maroc has decided to use Lewin's three-step model in order to make the change.

-You have implemented a permanent upward adjustment of salaries for employees who relocate. You are attempting to_______ .

A) refreeze the change
B) change a driving force
C) unfreeze the status quo
D) move the process along
E) none of the above

Question 53

An organization that has developed the continuous capacity to adapt and change is termed a(n)_______ .

A) maladapted mechanism
B) double-loop learning organization
C) learning organization
D) innovative organization
E) continuous improvement process

Question 54

To move from equilibrium, Lewin suggests_______ forces.

A) increasing restraining
B) eliminating freezing
C) decreasing restraining
D) increasing compelling
E) decreasing driving

Question 55

Which of the following is not a psychological symptom of stress?

A) high blood pressure
B) a mood disorder
C) low self-esteem
D) anxiety
E) frustration

Question 56

Change activities that are _______and goal oriented are termed planned change.

A) discretionary
B) intentional
C) restorative
D) reflexive
E) random

Question 57

_______is a source of organizational resistance.

A) Unlimited focus of change
B) Structural motion
C) Support of established power relationships
D) Threat to resource allocations
E) Security

Question 58

Which of the following is considered a benefit of action research for an organization?

A) It is simple to implement.
B) Employees can carry out the specific actions to correct the problems identified.
C) It is solution centered.
D) It has no financial costs associated with it.
E) It is problem focused.

Question 59

You have decided to use action research to manage a planned change in your department. You have carefully mapped out the five steps of the process.
In which stage of the process do you synthesize the information into primary concerns, problem areas, and possible actions?

A) analysis
B) action
C) diagnosis
D) evaluation
E) feedback

Question 60

Emotional intelligence is relevant to stress because_______ .

A) it explains the reasons for stress
B) it underpins the physiological symptoms of stress
C) it determines whether you have any stress-resistant traits
D) it enables you to bury your emotions more easily
E) it can teach you to overcome stress, anxiety and depression

Question 61

______ is a new idea applied to initiating or improving a product, process, or service.

A) Organizational streaming
B) Process reengineering
C) Double-loop learning
D) Innovation
E) A continuous improvement process

Question 62

Your company, Riyadh Farm Products, has decided to expand its traditional business serving farm owners in order to include home gardeners in its customer base. This change is not met with enthusiasm by the sales personnel who have had good long-term relationships with area farmers. You know that the change will be difficult if you cannot overcome the resistance of the sales personnel and obtain their cooperation.

-You have threatened to eliminate positions and even to close down the company if your employees don't change their attitudes. The method for overcoming resistance that you have chosen may be _______.

A) negotiation
B) education and communication
C) manipulation
D) building support and commitment
E) participation

Question 63

Managers who have spent their entire careers with an organization and are high in the hierarchy are_______ .

A) usually focused on radical change
B) generally the impetus for change
C) often obstacles to change
D) good change agents
E) none of the above

Question 64

Maroc Motor Repair is moving its location to a larger community 100 miles away. Maroc would like for its mechanics to move with the company but realizes that there will be some hardships associated with the move. Maroc has decided to use Lewin's three-step model in order to make the change.

-As a manager in charge of the relocation effort, you are offering a US$2,000 moving bonus for any employee who will go to the new location. In Lewin's terms, you are attempting to _______.

A) bribe your employees
B) unfreeze the status quo
C) refreeze the change
D) move the process along
E) none of the above

Question 65

An example of change in the nature of the work force is an increase in _______.

A) capital equipment
B) cultural diversity
C) mergers and consolidations
D) divorce rates
E) college attendance

Question 66

Which is not a strategy for managers to make their firms learning organizations?

A) Establish a strategy that makes management's commitment to innovation explicit.
B) Redesign the organization's structure by flattening the structure and increasing the use of cross-functional teams.
C) Systematically collect data and then select a change action based on the analyzed data.
D) Make it clear that people high in the organization are behind any proposed change.
E) Reshape the organization's culture by emphasizing risk taking and openness.

Question 67

Financial stressors created by overextending are an example of the environmental stress category.

Question 68

Which of the following is not an organizational factor related to stress?

A) economic conditions
B) task demands
C) interpersonal demands
D) lack of social support
E) role demands

Question 69

Excessive smoking, substance abuse, sleep disorders, and appetite disorders are all examples of______ symptoms of stress.

A) behavioral
B) pathological
C) personal
D) physiological
E) psychological

Question 70

Political uncertainties, economic uncertainties, and technological change are examples of which category of potential sources of stress?

A) social
B) organizational
C) economic
D) group
E) environmental

Question 71

"Change or die" is the rallying cry among today's managers worldwide.

Question 72

TFT Net is a company that you have established within the computer industry, where innovations are common. Your employees are highly trained, well educated, and hard working. They are under a great deal of stress and TFT Net is concerned that productivity and job satisfaction will decline.

-One of your employees is very stressed out as a result of being asked to assume too many roles in his job. This source of stress is______ .

A) environmental
B) organizational
C) individual
D) industrial
E) none of the above

Question 73

Innovative organizations reward employees for failures.

Question 74

Internal change agents typically are individuals high in the organization who have little to lose from the change.

Question 75

It is easiest for management to deal with resistance when it is_______ .

A) implicit
B) deferred
C) passive
D) covert
E) overt

Question 76

Rather than looking for problems, _______ seeks to identify the unique qualities and special strengths of an organization, which can then be built upon to improve performance.

A) social reinforcement
B) appreciative inquiry
C) action research
D) process consultation
E) team building

Question 77

Intergroup development seeks to change attitudes, stereotypes, and perceptions that groups have of each other.

Question 78

Increased blood pressure and increased heart rate are________ symptoms of stress.

A) physiological
B) psychological
C) reactive
D) behavioral
E) personal

Question 79

Resistance to change can be positive because_______ .

A) it reduces debate and results in faster decisions
B) resistance can be a source of dysfunctional conflict
C) it blocks adaptation and progress
D) it provides a degree of stability to behavior and productivity
E) it creates characteristics of chaotic randomness

Question 80

Appreciative inquiry refers to a change process based on systematic collection of data and then selection of a change action based on what the analyzed data indicates.