Deck 7: Managing Change, Stress, and Innovation

Question 1

Application of "What Is Stress?
"Kevin is a very relaxed, easy- going employee. When the new technological processes were implemented last month, he was able to easily accept the changes and start working through learning the new techniques necessary to use the new processes. George, on the other hand, was concerned about the new technology long before it was ever implemented. He was afraid he would no longer be able to be the top performer in his department. He has had several problems adapting to the new situation. George works very long hours, 60- 70 hours each week.

-George spends excessive time at work because he is not sure of his job roles and responsibilities and given his personality he wants to make sure to get the job done. His supervisor has not clearly defined what his responsibilities or made clear her expectations. Based on his situation, __________ is (are)a major factor contributing to George's stress at work.

A)role demands
B)role conflicts
C)Kevin's personality
D)role ambiguity

Answer 1

role ambiguity

Question 2

Pressures placed on an employee as a function of the particular role he or she plays in the organization are

A)role conflicts.
B)role demands.
C)role overload.
D)role ambiguity.

Answer 2

B

Question 3

Overeating is a __________symptom of stress.

A)physical
B)biological
C)behavioral
D)psychological

Answer 3

behavioral

Question 4

Since their early focus on alcoholic employees, __________have ventured into new areas such as controlling rising health insurance premiums.

A)wellness programs
B)cafeteria style benefit programs
C)employee assistance programs
D)stress reduction programs

Question 5

Which of the following can be used to reduce resistance to change when the resistance is due to misinformation?

A)negotiation
B)education and communication
C)coercion
D)facilitation and support

Question 6

Application of "What Is Stress?
"Kevin is a very relaxed, easy- going employee. When the new technological processes were implemented last month, he was able to easily accept the changes and start working through learning the new techniques necessary to use the new processes. George, on the other hand, was concerned about the new technology long before it was ever implemented. He was afraid he would no longer be able to be the top performer in his department. He has had several problems adapting to the new situation. George works very long hours, 60- 70 hours each week.

-George is overeating, drinking and smoking excessively due to the pressure at work. These are symptoms of__________ stress.

A)physiological
B)behavioral
C)organizational
D)psychological

Question 7

__________is/are the organization development technique(s)where efforts are designed to assess employee attitudes and perceptions of the change by responding to a specific set of questions.

A)Survey feedback
B)Team building
C)Process consultation
D)Employee assistance programs

Question 8

__________is the process of taking a new idea and turning it into a useful product.

A)Innovation
B)Entrepreneurship
C)Creativity
D)New products

Question 9

Application of Organizational Change
Krista is unsure what to do next. Her company is about to implement a radical new technology transformation that will affect every person in the organization. They are basically updating their plant to the 21st century, and almost everything is changing. Krista is in charge of assisting the members of the company with the planned changes. Since it is a long- term change that is organization- wide, management felt that someone needed to facilitate the change because, in essence, it was changing the culture of the company. The first thing Krista did was to ask employees a specific set of questions about the perceived changes. From this data, Krista then needed to decide what to do next. An outside consultant has been hired to help Krista diagnose the interpersonal processes that needed improvement. The move from functional departmentalization to work teams was a change necessitated by the new technology. This was a major change for employees who had worked in specific departments for most of their careers. Furthermore, the teams will have to interact with each other as they use the new technology. Krista feels that her task is almost overwhelming.
The first step that Krista took was

A)process consultation.
B)team building.
C)intergroup development.
D)survey feedback.

Question 10

Campbell Soup Company offers a program for employees seeking the first step in psychiatric or substance- abuse help. They are offering

A)wellness programs.
B)human resource management.
C)stress reduction programs.
D)employee assistance programs.

Question 11

The moment when all prior efforts in the innovative process successfully come together is known as

A)incubation.
B)innovation.
C)perception.
D)inspiration.

Question 12

Which of the following is not an internal source of change?

A)employee attitudes
B)redefined or modified strategy
C)management policies
D)government laws and regulations

Question 13

A manager who uses participation and involvement in order to overcome employee resistance to change will __________.

A)try to covertly influence others by providing information selectively in favor of the desired change
B)allow others to contribute ideas and help design and implement the change
C)use discussion, presentations, and demonstrations to educate people beforehand about the change
D)provide encouragement and training beforehand about the change

Question 14

A manager uses education and communication in order to overcome employee resistance to change. This means that the manager will

A)make use of discussions, presentations, or demonstrations to groups of employees in order to inform people about the proposed change.
B)allow employees to help design and implement the desired change.
C)offer incentives, tradeoffs, or provide special benefits to accept the change.
D)require employees to give their opinions about the change process.

Question 15

EAP programs

A)are used exclusively to treat job- related stress.
B)provide employees with help finding jobs.
C)help employees who are seeking an initial consultation for psychiatric problems or substance abuse.
D)focus primarily on promoting health and wellness.

Question 16

Which technique for reducing resistance to change may not work when mutual trust and credibility are lacking?

A)education and communication
B)participation
C)negotiation
D)coercion

Question 17

Which of the following is not an external source of change for an organization?

A)technology
B)new competition
C)redefined or modified strategy
D)government laws and regulations

Question 18

Application of Resistance to Change
Acme Feed Company is a small farmers' store located in eastern North Carolina. Because the surrounding farms have been taken over by corporate farmers, Acme's owners know that they must make some changes. The owners have decided to hire an "expert" to assist them in making the necessary changes. Acme currently employs fifteen people. Two individuals serve as managers and have been with Acme for over twenty years. Five employees have been hired in the last several years, and an additional eight employees are part- time workers who are attending the local agricultural college.

-The changes in the farms to which Acme sells are an example of a change in the__________ that affect the organization.

A)economy
B)people
C)technology
D)internal environment

Question 19

A focus group was used to help employees at GM evaluate the impact changes that related to employee attitudes, and work methods and productivity measures. These are examples of __________change(s).

A)structural and people
B)technical
C)structural
D)technical and people

Question 20

__________symptoms of stress, such as anxiety, boredom, and procrastination can lead to productivity decreases.

A)Behaviorally related
B)Physiological
C)Psychological
D)Autonomic

Question 21

Application of Resistance to Change
Acme Feed Company is a small farmers' store located in eastern North Carolina. Because the surrounding farms have been taken over by corporate farmers, Acme's owners know that they must make some changes. The owners have decided to hire an "expert" to assist them in making the necessary changes. Acme currently employs fifteen people. Two individuals serve as managers and have been with Acme for over twenty years. Five employees have been hired in the last several years, and an additional eight employees are part- time workers who are attending the local agricultural college.

-Since the full- time employees have some expertise to make a contribution to the changes, management should consider__________ next, even though it is time- consuming and has potential for a poor solution.

A)negotiation
B)cooptation
C)coercion
D)participation

Question 22

If it weren't for change, a manager's job would be__________ .

A)useless
B)not justified
C)easier
D)boring

Question 23

Changes in the way work is processed or the methods and equipment used fall under which category of options that a manager can change?

A)technology
B)people
C)management
D)structure

Question 24

The union at the Saturn Plant was offered an 8% bonus to reduce their resistance to changes in work rules and scheduling. This is an example of __________change.

A)negotiating
B)manipulating
C)facilitating
D)co- opting

Question 25

When an outside consultant helps managers perceive, understand, and act upon process events with which they must deal, the organization is using which organization development technique?

A)employee assistance programs
B)team building
C)process consultation
D)survey feedback

Question 26

Application of "What Is Stress?
"Kevin is a very relaxed, easy- going employee. When the new technological processes were implemented last month, he was able to easily accept the changes and start working through learning the new techniques necessary to use the new processes. George, on the other hand, was concerned about the new technology long before it was ever implemented. He was afraid he would no longer be able to be the top performer in his department. He has had several problems adapting to the new situation. George works very long hours, 60- 70 hours each week.

-George and Kevin have both been assigned joint responsibility to manage the department budget. Since, these two managers have very different styles and do not like to work with one another, they are likely to experience stress resulting from __________.

A)role overload
B)role demands
C)role conflict
D)interpersonal demands

Question 27

Changes in employee attitudes, expectations, perceptions, or behaviors fall under which category of options that a manager can change?

A)people
B)technology
C)management
D)structure

Question 28

It is important to note that both__________ personal factors may cause stress on the job.

A)expensive and negative
B)negative and excessive
C)good and bad
D)good and long- term

Question 29

An innovative organization tends to do/have all of the following except .

A)celebrate mistakes
B)low tolerance for conflict
C)encourage experimentation
D)reward both successes and failures

Question 30

One view of creativity holds that with training, anyone can be creative. In this view, creativity is a fourfold process consisting of __________, incubation, inspiration, and__________.

A)perception; innovation
B)ideas; procedure
C)indoctrination; institutionalization
D)inclination; illustration

Question 31

Most competitive advantages last less than__________ months.

A)eighteen
B)twelve
C)six
D)three

Question 32

The focus of__________ is to constructively change the attitudes and values of organizational members so they can more readily adapt to, and be more effective in achieving the new directions of the organization.

A)process consultation
B)strategic human resource planning
C)organization culture
D)organizational development

Question 33

Jose is a manager in the finance department. He has just been given his objectives by his boss and is not sure whether he or his boss is responsible for completing the monthly budget forecast; this is an example of __________.

A)role conflict
B)role inconsistency
C)role ambiguity
D)role overload

Question 34

Which of the following is not a reason why people resist change?

A)concern about personal loss
B)fear of the unknown or future state
C)uncertainty
D)selfishness

Question 35

Changes in authority relationships, coordination mechanisms, job design, or degree of centralization fall under which category of options that a manager can change?

A)people
B)structure
C)management
D)technology

Question 36

Whenever Jacob performs a musical solo, he experiences increased breathing and heart rates, and gets a headache. Jacob's stress is revealing itself in__________ symptoms.

A)autonomic
B)behaviorally related
C)physiological
D)psychological

Question 37

In order to bring about effective organizational change, changes in technology need to be accompanied by making changes in__________ .

A)strategies
B)structure
C)people
D)both B and C

Question 38

Roger Kaputnick is a newly hired manager for Extreme Sports LTD. He is finding that a manager's environments are both dynamic and __________ .

A)predictable
B)impossible
C)uncertain
D)certain

Question 39

The metaphor that likens an organization to a sea captain and crew who know exactly where they are going because they have been there many times before is

A)the parable of the boiled frog.
B)the "calm water" metaphor.
C)a dynamic environment.
D)the "white water rapids" metaphor.

Question 40

According to Kurt Lewin's Model, __________involves instituting new systems and procedures to support the change process.

A)refreezing
B)freezing
C)solidifying
D)unfreezing

Question 41

Which of the following steps in the creativity process may take years before the idea finally "gels" and the next step occurs?

A)incubation
B)inspiration
C)innovation
D)perception

Question 42

Changing, the second phase of Lewin's change model, can be accomplished by

A)identifying new, more effective ways of behaving.
B)taking action to put changes in tasks, people, culture, technology, and/or structure into place.
C)choosing appropriate changes in tasks, people, culture, technology, and/or structure.
D)all of the above

Question 43

Susan has just attended a conference on new office technology that will dramatically impact the jobs of all administrative assistants. Workloads should be drastically reduced, but extensive training will be required. Susan is enthusiastic about the new technology and assumes the responsibility for the implementation of the equipment and the resulting training. Susan is which of the following?

A)technology agent
B)creativity agent
C)innovation agent
D)change agent

Question 44

Constraints and demands can lead to potential __________.

A)conflict
B)failure
C)dismissal
D)stress

Question 45

Managers have three options for change: structure, technology, and people. Which of the following is not a change in people?

A)spans of control
B)attitudes
C)expectations
D)behavior

Question 46

__________conducted research that showed that resistance to permanent change could be eliminated by involving employees to actively participate in the change process.

A)Coch and French
B)Hertzberg
C)Kurt Lewin
D)Kaiban

Question 47

According to Kurt Lewin, change can be accomplished in all except which of the following ways?

A)Status quo can be reinforced.
B)Driving forces can be increased.
C)Restraining forces can be decreased.
D)Driving forces and restraining forces can be combined.

Question 48

Application of Resistance to Change
Acme Feed Company is a small farmers' store located in eastern North Carolina. Because the surrounding farms have been taken over by corporate farmers, Acme's owners know that they must make some changes. The owners have decided to hire an "expert" to assist them in making the necessary changes. Acme currently employs fifteen people. Two individuals serve as managers and have been with Acme for over twenty years. Five employees have been hired in the last several years, and an additional eight employees are part- time workers who are attending the local agricultural college.
Which of the following is probably the primary reason the senior managers are resisting the change?

A)concern over personal gain
B)concern over personal loss
C)uncertainty
D)the belief that the change is not in the organization's best interest

Question 49

Which of the following is not a reason people resist change?

A)the belief that the change is not in the organization's best interest
B)concern over personal loss
C)concern over personal gain
D)uncertainty

Question 50

Application of "What Is Stress?
"Kevin is a very relaxed, easy- going employee. When the new technological processes were implemented last month, he was able to easily accept the changes and start working through learning the new techniques necessary to use the new processes. George, on the other hand, was concerned about the new technology long before it was ever implemented. He was afraid he would no longer be able to be the top performer in his department. He has had several problems adapting to the new situation. George works very long hours, 60- 70 hours each week.
Under which of the following categories of stress does the new technology fall?

A)type A personalities
B)organizational stressors
C)type B personalities
D)personal stressors

Question 51

George constantly strives to excel. He must always get the highest grade in the class and has a sense of urgency about him at all times. George probably has which of the following?

A)type B personality
B)hyperactivity
C)karoshi
D)type A personality

Question 52

A(n)__________is a person or group who takes leadership responsibility for managing in an organization or social system.

A)innovator
B)change agent
C)incubator
D)behavioral agent

Question 53

A local college offers its employees reduced rates when they use the physical fitness facilities, offers weight control seminars and nutrition education, and provides incentives for employees who stop smoking. The college has

A)human resource management.
B)stress reduction programs.
C)wellness programs.
D)employee assistance programs.

Question 54

Application of Resistance to Change
Acme Feed Company is a small farmers' store located in eastern North Carolina. Because the surrounding farms have been taken over by corporate farmers, Acme's owners know that they must make some changes. The owners have decided to hire an "expert" to assist them in making the necessary changes. Acme currently employs fifteen people. Two individuals serve as managers and have been with Acme for over twenty years. Five employees have been hired in the last several years, and an additional eight employees are part- time workers who are attending the local agricultural college.
Which group is most likely to resist the changes?

A)senior employees
B)stockholders
C)new employees
D)new managers

Question 55

In Lewin's three- step process, the objective of refreezing is

A)to implement change.
B)to stabilize the new situation.
C)to direct behavior away from the status quo.
D)to hinder movement from the existing equilibrium.

Question 56

Application of Organizational Change
Krista is unsure what to do next. Her company is about to implement a radical new technology transformation that will affect every person in the organization. They are basically updating their plant to the 21st century, and almost everything is changing. Krista is in charge of assisting the members of the company with the planned changes. Since it is a long- term change that is organization- wide, management felt that someone needed to facilitate the change because, in essence, it was changing the culture of the company. The first thing Krista did was to ask employees a specific set of questions about the perceived changes. From this data, Krista then needed to decide what to do next. An outside consultant has been hired to help Krista diagnose the interpersonal processes that needed improvement. The move from functional departmentalization to work teams was a change necessitated by the new technology. This was a major change for employees who had worked in specific departments for most of their careers. Furthermore, the teams will have to interact with each other as they use the new technology. Krista feels that her task is almost overwhelming.
Due to the fact that teams are a new component of this organization, which of the following may help develop positive interpersonal relationships and clarify the roles and responsibilities of each team member?

A)intergroup development
B)process consultation
C)team building
D)survey feedback

Question 57

Application of Resistance to Change
Acme Feed Company is a small farmers' store located in eastern North Carolina. Because the surrounding farms have been taken over by corporate farmers, Acme's owners know that they must make some changes. The owners have decided to hire an "expert" to assist them in making the necessary changes. Acme currently employs fifteen people. Two individuals serve as managers and have been with Acme for over twenty years. Five employees have been hired in the last several years, and an additional eight employees are part- time workers who are attending the local agricultural college.
Which technique to reduce the resistance to changing the organizational structure may be a good first step?

A)participation
B)coercion
C)facilitation and support
D)education and communication

Question 58

Application of "What Is Stress?
"Kevin is a very relaxed, easy- going employee. When the new technological processes were implemented last month, he was able to easily accept the changes and start working through learning the new techniques necessary to use the new processes. George, on the other hand, was concerned about the new technology long before it was ever implemented. He was afraid he would no longer be able to be the top performer in his department. He has had several problems adapting to the new situation. George works very long hours, 60- 70 hours each week.
During the past six months, George's employer Children's Media and Books experienced declining sales combined with an increase in the costs of publication licensing. As a result the company had to eliminate over 600 jobs. Unfortunately, 5 people who worked with George left the company leaving George with responsibility for doing their jobs as well as his own. The stress that George experiences is most likely the result of

A)role ambiguity.
B)type A personality.
C)role confusion.
D)role overload.

Question 59

Application of "What Is Stress?
"Kevin is a very relaxed, easy- going employee. When the new technological processes were implemented last month, he was able to easily accept the changes and start working through learning the new techniques necessary to use the new processes. George, on the other hand, was concerned about the new technology long before it was ever implemented. He was afraid he would no longer be able to be the top performer in his department. He has had several problems adapting to the new situation. George works very long hours, 60- 70 hours each week.
Which of the following might describe George?

A)karoshi
B)type A personality
C)type B personality
D)type C personality

Question 60

Kevin is a very relaxed, easy- going person who appears to have all the time in the world. He is never too busy to stop and chat for a moment. Kevin has which of the following?

A)type A personality
B)type B personality
C)karoshi
D)hyperactivity

Question 61

Application of Organizational Change
Krista is unsure what to do next. Her company is about to implement a radical new technology transformation that will affect every person in the organization. They are basically updating their plant to the 21st century, and almost everything is changing. Krista is in charge of assisting the members of the company with the planned changes. Since it is a long- term change that is organization- wide, management felt that someone needed to facilitate the change because, in essence, it was changing the culture of the company. The first thing Krista did was to ask employees a specific set of questions about the perceived changes. From this data, Krista then needed to decide what to do next. An outside consultant has been hired to help Krista diagnose the interpersonal processes that needed improvement. The move from functional departmentalization to work teams was a change necessitated by the new technology. This was a major change for employees who had worked in specific departments for most of their careers. Furthermore, the teams will have to interact with each other as they use the new technology. Krista feels that her task is almost overwhelming.

-The ultimate goal of intergroup development is__________.

A)better coordination
B)efficiency
C)to save money
D)goal achievement

Question 62

In__________ , outside consultants act as coaches to help managers diagnose the interpersonal processes that need improvement.

A)intergroup development
B)survey feedback
C)process consultation
D)team building

Question 63

An innovative culture is apt to have all except which of the following characteristics?

A)focus on means rather than ends
B)low external controls
C)tolerance of the impractical
D)tolerance for risk

Question 64

__________is an organizational development technique of collecting data, using it for planning, and evaluating the results.

A)Survey Feedback
B)Process Consultation
C)Team Building
D)Organizational design

Question 65

For permanent change to occur without extensive resistance, based on the Coch and French study, what must happen?

A)stakeholder participation
B)employee participation
C)top management involvement
D)stockholder involvement

Question 66

__________is the process of creating new ideas and putting them into practice.

A)Entrepreneurship
B)Creativity
C)Invention
D)Innovation

Question 67

One of the fundamental issues behind organizational development is its reliance on__________ in an effort to foster an environment in which open communication and trust exists.

A)employee participation
B)supervisory participation
C)middle management participation
D)top management participation

Question 68

The entrepreneur must act as a coach and a cheerleader in explaining change to employees. Which of these would he or she be likely to do?

A)Get employees excited about the change.
B)Motivate employees to put forth their best effort.
C)Support and explain the change and the change efforts.
D)all of the above

Question 69

The Coch and French study still holds a major key for today's organizational change; that is, for permanent change to occur without extensive resistance, __________ .

A)changes must occur slowly
B)employees must be rewarded for making the change efforts
C)MBO is the best method to make the transition smooth
D)employees must be involved

Question 70

Application of "What Is Stress?
"Kevin is a very relaxed, easy- going employee. When the new technological processes were implemented last month, he was able to easily accept the changes and start working through learning the new techniques necessary to use the new processes. George, on the other hand, was concerned about the new technology long before it was ever implemented. He was afraid he would no longer be able to be the top performer in his department. He has had several problems adapting to the new situation. George works very long hours, 60- 70 hours each week.

-Kevin readily accepts the factors related to his job called __________.

A)hyperactive
B)role ambiguity
C)task demands
D)karoshi

Question 71

__________is experienced when an employee is expected to do more than time permits.

A)Role demand
B)Role overload
C)Role ambiguity
D)Role conflict

Question 72

__________are barriers that keep us from doing what we desire.

A)Constraints
B)Restraints
C)Stressors
D)Demands

Question 73

Which of the following is an example of an organizational stressor?

A)personality type
B)financial problems
C)family matters
D)restructuring

Question 74

Application of "What Is Stress?
"Kevin is a very relaxed, easy- going employee. When the new technological processes were implemented last month, he was able to easily accept the changes and start working through learning the new techniques necessary to use the new processes. George, on the other hand, was concerned about the new technology long before it was ever implemented. He was afraid he would no longer be able to be the top performer in his department. He has had several problems adapting to the new situation. George works very long hours, 60- 70 hours each week.
Which type of employee is most likely to show signs of stress even if his organizational and personal stressors are low?

A)type A personality
B)karoshi
C)hyperactivity
D)type B personality

Question 75

All of the following are reasons why people resist change except

A)self- centered, narrow- minded thinking.
B)not understanding what is happening or what comes next.
C)not seeing any reason for the change.
D)not seeing how the change will benefit the organization.

Question 76

Managers can change an organization's structure. Which of the following is not a change in structure?

A)authority relationships
B)work methods
C)spans of control
D)job redesign

Question 77

Fred's Furniture Store has been losing money, and Fred has decided to reduce his sales staff. In describing the upcoming changes, Fred distorts the facts in an effort to make the situation seem less threatening to the employees. Fred is guilty of

A)manipulation and cooptation.
B)coercion.
C)cooperation.
D)negotiation.

Question 78

In Japan, which of the following is the term used to refer to death caused by overworking?

A)kaiban
B)kazaam
C)karoshi
D)overworked

Question 79

Which of the following is considered a personal stressor?

A)role conflict
B)reengineering
C)role ambiguity
D)financial problems

Question 80

Helping different work groups to become more cohesive involves using which organization development technique?

A)survey feedback
B)intergroup development
C)process consultation
D)team building