Deck 18: Managing Change

Question 1

Which of the following statements is true of globalization?

A)Global business involves a single government and a single legal system.
B)Globalization gives less importance to changes in the minds of employees.
C)Globalization is an internal force for change in organizations.
D)Globalizing an organization means rethinking the most efficient ways to use resources.

Answer 1

D

Question 2

Identify an internal force that can stimulate change in an organization.

A)A strike
B)A new legislation
C)Workforce diversity
D)Technological changes

Answer 2

A

Question 3

The team approach adopted by many organizations leads to:

A)hierarchical structures.
B)high power distance between managers and employees.
C)decentralized decision making.
D)restricted communication between managers and employees.

Answer 3

C

Question 4

Restructuring of an organization is an example of a(n)_____.

A)strategic change
B)transactional change
C)incremental change
D)operational change

Question 5

In _____, an organization moves to a radically different, and sometimes unknown, future state.

A)strategic change
B)transactional change
C)transformational change
D)incremental change

Question 6

Change of a relatively small scope, such as making small improvements, is called _____.

A)incremental change
B)strategic change
C)transformational change
D)transactional change

Question 7

Identify a true statement about globalization.

A)Globalization is an internal force for change that originates within an organization.
B)Globalizing an organization requires changes in the minds of employees.
C)Globalizing an organization does not require structural changes.
D)Globalization decreases workforce diversity in organizations.

Question 8

Which of the following is an example of an internal force for change in an organization?

A)An increased grievance rate
B)Technological advancement
C)The diversity of the labor force
D)Change in government regulations

Question 9

Which of the following is true of globalization?

A)Global business carries unique risks not found by firms competing within a single nation.
B)Globalization decreases workforce diversity in organizations.
C)Globalization decreases competition among firms.
D)Global business involves a single government and a single legal system.

Question 10

Which of the following is true of managing ethical behavior?

A)Ethical issues are always public and monumental.
B)Organizations must create a culture that discourages ethical behavior.
C)Ethical behavior is a major internal force for change in an organization.
D)Society expects organizations to maintain ethical behavior in relationships with customers.

Question 11

Which of the following is true of workforce diversity?

A)Women's participation in the workforce has climbed steadily.
B)Currently, the U.S. labor force is 47 percent male.
C)As a result of globalization, the workforce has become less culturally diverse.
D)Men earn more than half of bachelor's degrees, master's degrees, and doctorates.

Question 12

Which of the following is true of change leaders within organizations?

A)They are more task oriented than general managers.
B)They strictly adhere to one leadership style.
C)They are preferred by employees because of their impartiality.
D)They use a balance of technical and interpersonal skills.

Question 13

_____ results from a deliberate decision to alter an organization.

A)Planned change
B)Unplanned change
C)Spontaneous change
D)Accidental change

Question 14

In strategic change in an organization, _____.

A)it moves to a radically different, and sometimes unknown, future state
B)it moves from an old state to a known new state during a controlled period of time
C)its mission, culture, goals, structure, and leadership change dramatically
D)it makes small improvements in its work procedures

Question 15

Which of the following is a disadvantage that internal change agents have in managing the change process in an organization?

A)They do not know about the organization's history and political system.
B)They are careless about managing change as the change does not directly affect them.
C)They do not understand the organization's culture.
D)They are too close to the situation to have an objective view of what needs to be done.

Question 16

Identify a true statement about workforce diversity.

A)Women's participation in the workforce has dropped steadily.
B)As a result of globalization, the workforce has become less culturally diverse.
C)As the workforce ages, there will be fewer young workers and more older workers.
D)Men earn more than half of bachelor's degrees, master's degrees, and doctorates.

Question 17

An adjustment in the price of gasoline by an oil company in response to an excise tax increase is a(n):

A)incremental change.
B)nonreversible change.
C)strategic change.
D)transactional change.

Question 18

Which of the following is an internal force that can stimulate the need for change in an organization?

A)The diversity of the labor force
B)The pricing decision of a competitor
C)The resignation of a key decision maker
D)The effective date of a new federal employment law

Question 19

The most massive scope of change in an organization is known as:

A)incremental change.
B)strategic change.
C)transitional change.
D)transformational change.

Question 20

Which of the following is an example of unplanned change in an organization?

A)Installing a computer-controlled machine tool
B)Responding to an increase in excise tax on gasoline
C)Making arrangements for a workforce diversity training workshop
D)Scheduling production runs for the peak vacation period of June through August

Question 21

Which of the following is true of external change agents?

A)They know about an organization's history and culture.
B)They are not preferred by employees because of their partiality.
C)They have no power in directing changes.
D)They bring an outsider's objective view to an organization.

Question 22

Which of the following is a key strategy for managing resistance to change that establishes a feeling of ownership in the change process among employees?

A)Delegation
B)Empathy
C)Communication
D)Participation

Question 23

_____ is a crucial step in managing change that examines the skills and competencies that employees must have to achieve the goals of the change.

A)Brainstorming
B)Process consultation
C)A needs analysis
D)A systematic survey

Question 24

Which of the following is the first part of Harry Levinson's approach for organizational diagnosis?

A)Analysis of an organization as a whole to obtain data about its structure and processes
B)Gathering interpretive data about attitudes, relationships, and current organizational functioning
C)Analysis of gathered organizational data
D)Achieving an understanding of an organization's history

Question 25

Before any organization development intervention is planned, _____.

A)force field analysis should be used for decision making
B)a thorough organizational diagnosis should be conducted
C)individuals should be encouraged to discard old behaviors
D)new attitudes, values, and behaviors should be established as the new status quo

Question 26

Kurt Lewin's model of the change process is based on the idea of _____.

A)process consultation
B)force field analysis
C)management by objectives
D)job redesign

Question 27

Identify a true statement about organization development.

A)It involves the application of social science theory and research in order to increase individual and organizational well-being and effectiveness.
B)It is based on the idea of force field analysis.
C)It is a structured cycle of diagnosing organizational problems and opportunities and then applying expertise to them.
D)It undermines the reciprocal relationship between individuals and organizations.

Question 28

Which of the following is a similarity between internal and external change agents in an organization?

A)Both are preferred by employees for their impartiality.
B)Both know everything about the organization's culture and history.
C)Both try to bring an outsider's objective view to the organization.
D)Both exhibit adaptability as a key skill.

Question 29

Which of the following is an essential key strategy for managing resistance to change that can help prevent unfounded fears and potentially damaging rumors from developing among employees?

A)Support
B)Communication
C)Participation
D)Empathy

Question 30

An employee's resistance to change that introduces ambiguity into what was once a comfortable situation is the result of:

A)fear of failure.
B)fear of disruption of interpersonal relationships.
C)fear of loss.
D)fear of the unknown.

Question 31

Which of the following methods can be used for gathering data in each stage of Harry Levinson's diagnostic approach?

A)Action learning
B)Archival record
C)Process consultation
D)Job redesign

Question 32

According to Kurt Lewin's change model, _____ involves encouraging individuals to discard old behaviors by shaking up the equilibrium state that maintains the status quo.

A)filtering
B)moving
C)unfreezing
D)refreezing

Question 33

When employees question their competence to deal with changes that might result in increased workloads or increased task difficulty, they are most likely experiencing:

A)the fear of loss.
B)the fear of failure.
C)the fear of disruption of interpersonal relationships.
D)the fear of the unknown.

Question 34

_____ is the second step in Kurt Lewin's change model in which new attitudes, values, and behaviors are substituted for old ones.

A)Unfreezing
B)Moving
C)Refreezing
D)Filtering

Question 35

According to Kurt Lewin's model of the change process, current behavior is maintained when:

A)the forces for the status quo are weakened and the forces for change are increased.
B)new attitudes, values, and behaviors are substituted for old ones.
C)the force pushing toward preserving the status quo and the force pushing for change are approximately equal.
D)old behaviors are discarded by shaking up the equilibrium state that maintains the status quo.

Question 36

Which of the following is a key strategy for managing resistance to change in which employees must be engaged and involved in order for change to work?

A)Participation
B)Empathy
C)Support
D)Communication

Question 37

Kurt Lewin's change model begins with _____, which is a crucial first hurdle in the change process.

A)filtering
B)moving
C)refreezing
D)unfreezing

Question 38

Which of the following is an essential first step for any organization development intervention?

A)Diagnosis
B)Force field analysis
C)Needs analysis
D)Process consultation

Question 39

In Kurt Lewin's change model, the maintenance of status quo can be viewed as a(n):

A)state of equilibrium.
B)restraining force.
C)immovable object.
D)potential element for agitation.

Question 40

During an organizational change, fear of loss occurs when:

A)an employee's status is threatened.
B)an employee questions his or her competence to deal with changes.
C)an employee fears his or her own failure as a result of changes.
D)an employee's interpersonal relationships are threatened.

Question 41

_____ is a group-focused organization development intervention technique designed to improve the effectiveness of a work group.

A)Executive coaching
B)Role negotiation
C)Team building
D)Job redesign

Question 42

Which of the following is true of survey feedback?

A)Survey feedback is a widely used individual-focused technique for organizational development intervention.
B)The effectiveness of survey feedback decreases substantially when this method is combined with other interventions.
C)Survey feedback is an intervention method whereby employee attitudes are measured using archival records.
D)The effectiveness of survey feedback is contingent upon trust between management and subordinates.

Question 43

Identify a true statement about management by objectives.

A)It involves separate goal setting for employees and managers.
B)It leads to role conflict and ambiguity.
C)It clarifies what is expected of employees.
D)It negatively affects communication.

Question 44

_____ is a widely used organization development intervention method whereby employee attitudes are solicited using a questionnaire.

A)Process consultation
B)Survey feedback
C)Executive coaching
D)Management by objectives

Question 45

Identify a guideline that should be followed by organizations to make survey feedback effective.

A)Feedback should be reported in a group format.
B)Management should not disclose the purpose of the survey.
C)Survey responses should not be confidential.
D)Responses to the questionnaire should be publicly announced.

Question 46

Which of the following techniques is an organization development intervention that is targeted at individuals?

A)Survey feedback
B)Skills training
C)Management by objectives
D)Process consultation

Question 47

In process consultation, the ownership of a successful outcome rests with the _____.

A)outside consultant
B)employees
C)chief executive officer
D)trainers

Question 48

One of the key principles on which the famed Toyota Way of doing business is focused on is:

A)globalization of business.
B)force field analysis for change management.
C)continuous improvement dedicated to innovation.
D)process consultation in the workplace.

Question 49

Leadership training and development, executive coaching, and job redesign are _____ techniques for organization development intervention.

A)diagnostic
B)quantitative
C)group-focused
D)individual-focused

Question 50

_____ is an organization-wide intervention technique that involves joint goal setting between employees and managers.

A)Job redesign
B)Management by exception
C)Management by objectives
D)Process consultation

Question 51

Communicado Inc., a cell phone manufacturer, has technologically modified all its existing products. It has also improved its customer service. As a result, the company has become very popular among customers. In this scenario, which of the following group-focused techniques for organization development intervention has Communicado used?

A)A quality program
B)A skills training program
C)Team building
D)Management by objectives

Question 52

_____ involves the setting of initial targets, periodic progress reviews, and problem solving to remove any obstacles to goal achievement.

A)Management by objectives
B)Management by exception
C)Survey feedback
D)Process consultation

Question 53

Identify a group-focused technique for organization development intervention.

A)Leadership training and development programs
B)Product and service quality programs
C)Wellness programs
D)Career-planning activities

Question 54

Which of the following is true of management by objectives?

A)It involves separate goal setting for employees and managers.
B)It leads to increased role conflict and ambiguity.
C)It negatively affects communication.
D)It provides knowledge of results.

Question 55

Emerald Inc. sponsors a corporate outing for its employees annually wherein employees participate in activities such as scavenger hunts and laser tag. This scenario illustrates that Emerald Inc. is using outdoor challenges to:

A)improve leadership skills.
B)improve team building.
C)obtain employee feedback.
D)improve role negotiation skills.

Question 56

Management by objectives, team building, and survey feedback are _____ techniques for organization development intervention.

A)group-focused
B)individual-focused
C)diagnostic
D)quantitative

Question 57

Which of the following guidelines should organizations follow to make survey feedback effective?

A)Survey responses should not be kept confidential.
B)Management should be prepared to follow-up on the survey results.
C)Feedback should be reported in an individual format.
D)Responses to the questionnaire should be publicly announced.

Question 58

In the context of group-focused techniques for organization development intervention, which of the following statements is true of process consultation?

A)It is often used as a sole organization development method.
B)The ownership of a successful outcome rests with the chief executive officer of a company.
C)It is an interactive technique between employees of a company and an outside consultant.
D)One of the distinguishing features of process consultation is that an inside consultant is used.

Question 59

Which of the following is true of leadership training and development programs?

A)Leadership training and development programs exclude off-site training.
B)All leadership training and development programs are group-focused techniques for organization development intervention.
C)Leadership training and development programs require little time and effort.
D)Some leadership training and development programs combine classroom learning with on-the-job experiences.

Question 60

Which of the following processes is most often targeted in process consultation?

A)Conflict resolution
B)Technological innovation
C)Job redesign
D)Performance rating

Question 61

The final step in Kurt Lewin's change model is moving.

Question 62

Matching an individual's job aspirations with the opportunities in an organization is _____.

A)career planning
B)job redesign
C)process consultation
D)force field analysis

Question 63

The power players in the global market are the organizations that can capitalize on emerging markets throughout the world.

Question 64

An example of an internal force for change in an organization is when a group of workers of a company protest against an increase in working hours.

Question 65

Change in which an organization moves to a radically different, and sometimes unknown, future state is known as incremental change.

Question 66

_____ focus on helping employees manage their stress.

A)Role negotiation programs
B)Wellness programs
C)Feedback programs
D)Process consultation programs

Question 67

Which of the following statements is true of action learning?

A)In action learning, leaders take on unfamiliar problems in familiar settings.
B)In action learning, leaders meet annually in large groups to discuss problems.
C)The outcome of action learning is that leaders learn about themselves through the challenges of their comrades.
D)Techniques that provide action learning for participants are executive coaching, role negotiation, and job redesign.

Question 68

In Lewin's change model, refreezing involves encouraging individuals to discard old behaviors by shaking up the equilibrium state that maintains the status quo.

Question 69

Identify an individual-focused technique for organization development intervention.

A)Role negotiation
B)Survey feedback
C)Process consultation
D)Management by objectives

Question 70

Kurt Lewin's change model is based on the idea of diagnosis and needs analysis.

Question 71

According to Kurt Lewin's change model, to implement organizational changes successfully, managers should ensure that the organizational culture and formal reward systems encourage the old behaviors.

Question 72

Individuals can meet and clarify their expectations of each other using the technique of _____ for organization development intervention.

A)career planning
B)team building
C)role negotiation
D)survey feedback

Question 73

Which of the following is a form of job redesign?

A)Brainstorming
B)Process consultation
C)Telecommuting
D)Executive coaching

Question 74

_____ results in a better understanding between the two parties in a working relationship.

A)Process consultation
B)Executive coaching
C)Action learning
D)Role negotiation

Question 75

_____ can be used to identify and nurture talented employees for potential promotion in an organization.

A)Role negotiation
B)Role-playing
C)Process consultation
D)Career planning

Question 76

Unplanned change is incremental and results from a deliberate decision to alter an organization.

Question 77

The notion of reactance refers to a positive reaction that occurs when individuals feel that their personal freedom is preserved despite major organizational changes.

Question 78

The term diagnosis comes from two Greek words, dial (through)and gnosis (knowledge).

Question 79

_____ is an organization development intervention method that alters jobs to improve the fit between individual skills and the demands of the job.

A)Job redesign
B)Job rotation
C)Job specification
D)Job analysis

Question 80

Identify a true statement about executive coaching.

A)It is a group-focused technique for organization development intervention.
B)Coaches make suggestions rather than elicit ideas to clients.
C)Coaches clarify an individual's psychological contract.
D)It is typically a special investment in top-level managers.