Deck 9: Leading Change

Question 1

________ is one of the most common driving forces for change.

A)Cultural and social
B)Industry
C)Performance gap
D)New mission

Answer 1

Performance gap

Question 2

In________ cultures,organizational change can be perceived as a threat.

A)low tolerance for ambiguity
B)high tolerance for ambiguity
C)high power distance
D)masculine

Answer 2

low tolerance for ambiguity

Question 3

Kurt Lewin's model of change included both ________ and________ forces of change.

A)planned;unplanned
B)driving;resisting
C)internal;external
D)revolutionary;evolutionary

Answer 3

driving;resisting

Question 4

ABC hospital creates a new service which then causes XYZ hospital to create a similar service.This suggests that XYZ experienced a(n) ________ force for change that caused a(n) change.

A)external;internal
B)autocratic;democratic
C)demographic;technological
D)economic;political

Question 5

Because many more women were working outside the home,CEO Andrea Jung of Avon changed the organization's marketing and distribution strategies.The driving force for this change is best described as?

A)demographic and social
B)conflict
C)internal forces
D)technological

Question 6

Which of the following countries possess a 'risk adverse' culture and therefore is more reluctant to accept change?

A)Greece
B)Sweden
C)Canada
D)United States

Question 7

________ is change that occurs when leaders or followers make a conscious effort to changes in response to a specific pressure or problem.

A)Planned
B)Unplanned
C)Revolutionary
D)Evolutionary

Question 8

When facing unplanned and revolutionary change,________ and ________ leadership may become more central.

A)democratic;country club manager
B)relationship-orientation;task-orientation
C)authentic;authoritarian
D)charismatic;transformational

Question 9

________ and ________ are two major categories of forces that drive organizational change.

A)Internal;external
B)Autocratic;democratic
C)Demographic;technological
D)Economic;political

Question 10

3M implemented the Six Sigma,a process that relies on precision,consistency and repetition,which transformed the organization's culture very rapidly.Which type of change best represents the 3M transformation?

A)unplanned
B)evolutionary
C)revolutionary
D)incremental

Question 11

In the United States demographic diversity related to ethnic groups is causing organizations to consider new ways of addressing customers' needs.This is an example of what force for change?

A)external
B)new leadership
C)low satisfaction
D)internal force

Question 12

________ refers to the process of providing support to assure the change becomes permanent.

A)Unfreezing
B)Changing
C)Refreezing
D)Transforming

Question 13

________ is change that is rapid and dramatic.

A)Planned
B)Unplanned
C)Revolutionary
D)Evolutionary

Question 14

Kurt Lewin's framework included________ stages for change.

A)two
B)three
C)four
D)five

Question 15

Preparing people in understanding the need for change describes the ________ stage of Kurt Lewin's model for change.

A)unfreezing
B)changing
C)refreezing
D)transforming

Question 16

________ is change that is the result of specific and conscious actions by leaders or followers to change the organization.

A)Unplanned
B)Planned
C)Evolutionary
D)Revolutionary

Question 17

The FBI (Federal Bureau of Investigations)faces a gap between actual and desired performance.This is an example of________ force for change.

A)an internal
B)an economic and political
C)a demographic
D)an external

Question 18

Jet Blue was one of the first airlines to install reinforced doors to their planes' cockpits in response to the terrorist attacks of 2001.This is an example of what type of force for change?

A)technological
B)economic and political
C)industry
D)low performance

Question 19

________ is change that occurs randomly and suddenly without the specific intention of addressing a problem.

A)Planned
B)Unplanned
C)Revolutionary
D)Evolutionary

Question 20

Change is often perceived by employees as all of the following except?

A)painful
B)resisted
C)difficult to implement
D)embraced

Question 21

Which is not one of the four key characteristics of Lewin's model for change?

A)recognizing the need for change
B)understand there will rarely be resistance to change
C)focus on people as the source for learning and change
D)support new behaviors and allow them to take hold

Question 22

Organizational members identify a gap between current and desired performance.This illustrates which stage of the planned change process?

A)recognize the need for change
B)development of change ideas
C)implementation
D)allocation of resources

Question 23

All of the following are general causes that explain resistance to change except:

A)national culture factors
B)organizational factors
C)group factors
D)individual factors

Question 24

The________ and________ steps of the planned change process mirror Lewin's change phase.

A)recognition of need;adoption of ideas
B)recognition of need;implementation
C)adoption of ideas;evaluation
D)adoption of ideas;implementation

Question 25

Organizational members ask questions such as: Did the performance gap narrow or close? Are various constituencies,including employees,more satisfied? Which step in the planned change process is the organization likely experiencing? Which stage of the planned change process are organizational members experiencing?

A)recognition of need
B)implementation
C)allocation of resources
D)evaluation

Question 26

Director Mueller of the FBI shifted budgetary funds from fighting crime to counter-intelligence in order to support the new direction.This example best illustrates which step in the planned change process?

A)recognition of need
B)development of ideas
C)allocation of resources
D)evaluation

Question 27

The leader's role in the first stage of change is to:

A)coach,train,and implement reward systems
B)emphasize the importance of change and course correct when needed
C)help followers realize the need for change
D)move forward with change regardless of follower participation or commitment

Question 28

Most organizations focus too much attention to the________ stage of change,while they pay too little attention to the ________ stage of change.

A)unfreezing;change
B)freezing;change
C)unfreezing;freezing
D)change;freezing

Question 29

Leaders can manage unplanned change by taking all of the following steps except________ .

A)embracing hierarchy and supporting structures
B)infusing moderate amounts of unpredictability into decisions
C)staying on the offensive and being proactive
D)experiment often with new methods and processes

Question 30

Which is not a likely cause of unplanned change?

A)economic changes
B)competitor introduces a new product
C)unions go on strike
D)creation of a new mission

Question 31

Early in the change process,Benjamin developed relationships with key organizational members who likely would voice dissent and opposition for his change initiatives.His goal was to reduce the potential strength of the opposition and perhaps secure their support.This example best illustrates which characteristic of Lewin's change model?

A)recognizing the need for change
B)resistance to change is inevitable
C)focus on people as the source for learning and change
D)need to support new behaviors and allow them to take hold

Question 32

Chantelle helped guide her organization through the process by creating regular meetings with employees to discuss progress of the change initiatives and to reflect upon challenges and obstacles in an effort to adapt more effectively to the change effort.This best illustrates which characteristic of Lewin's change model?

A)recognizing the need for change
B)resistance to change is inevitable
C)focus on people as the source for learning and change
D)the need to support new behaviors and allow them to take hold

Question 33

Many municipalities systematically gather input from the public about projects such as parks,freeways,or other developments.Which stage of the planned change process best describes this example?

A)recognize the need for change
B)development of change ideas
C)implementation
D)allocation of resources

Question 34

Whereas________ change helps leaders chart the course for change, ________ change is frequently sudden and unpredictable.

A)evolutionary;revolutionary
B)unplanned;convergent
C)planned;unplanned
D)frame-breaking;convergent

Question 35

The process of planned change includes________ steps.

A)three
B)four
C)five
D)six

Question 36

Director Robert Mueller of the FBI was dedicated to communicating the need for changing the culture and mission by explaining the FBI must 'chart a new course' and 'establish a new mission and priorities.' This illustrates Lewin's________ stage of change.

A)unfreezing
B)refreezing
C)transforming
D)change

Question 37

In the second step of Lewin's model of change,the leader's role is to:

A)coach,train,and implement reward systems
B)emphasize the importance of change and course correct when needed
C)help followers realize the need for change
D)move forward with change regardless of follower participation or commitment

Question 38

In the last stage of change the leader's role is to:

A)coach,train,and implement reward systems
B)emphasize the importance of change and course correct when needed
C)help followers realize the need for change
D)move forward with change regardless of follower participation or commitment

Question 39

According to John Kotter,leaders involved in organizational change must:

A)move forward with change regardless of follower commitment
B)celebrate early success
C)change the organization despite employee resistance
D)maintain momentum with the change and celebrate only when it is fully accomplished

Question 40

Toyota took over the General Motors plant in Fremont,California.They were able to reduce defects,cut absenteeism,and cut costs.Which of the following reasons was not attributed to why change was successful in this example?

A)command-and-control worked effectively
B)effective bottom-up approach
C)full top management support
D)workers came up with ideas

Question 41

Vision,persuasion,and story telling are types of _________ tools that deal with resistance to change.

A)leadership
B)participation and involvement
C)power
D)manipulation and cooptation

Question 42

Individuals from ________ cultures tend to be more comfortable with organizational change.

A)collectivist
B)low power distance
C)low tolerance for ambiguity
D)high tolerance for ambiguity

Question 43

Which one of the following is not an element of a clear vision?

A)Clear and understandable
B)Easy to achieve
C)Idealistic
D)Appeals to emotions

Question 44

Amy has just finished reading Kouzes and Posner's book on what followers want and has learned about the practices of exemplary leaders.Based on those researchers' ideas,which of the following is Amy likely to focus on:

A)challenging existing ideas and encouraging followers to experiment.
B)overcoming resistance to change and stimulating followers intellectually.
C)cultivating dramatic symbols and developing obedience and loyalty.
D)express high self-confidence and build her image.

Question 45

The text identifies all of the following except________ as potential power tools to overcome resistance to change.

A)manipulation
B)command and orders
C)coercion
D)education

Question 46

The primary organizational cause for resistance is due to________ .

A)group norms
B)fear of unknown
C)previous experiences
D)inertia

Question 47

Which is not an individual factor causing resistance to change?

A)fear of unknown
B)fear of failure
C)previous experiences
D)poor timing

Question 48

People who have________ and________ are more comfortable with change and more likely to adapt it.

A)an internal locus of control;are high self-monitors
B)an external locus of control;high openness to experience
C)low openness to experience;an internal locus of control
D)low openness to experiences;are low self-monitors

Question 49

Practices of exemplary leadership include:

A)holding information as to not confuse followers
B)creating a shared vision
C)assuring that past practices stay in place to provide a sense of continuity
D)encouraging competition to motivate followers

Question 50

Kouzes and Posner believe that all but one of the following are essential in motivating and inspiring followers.

A)setting clear standards
B)being around followers
C)telling stories
D)getting followers to adopt the leader's vision

Question 51

Researcher Noel Tichy recommends that leaders communicate their vision through story telling.He suggests that leaders need to develop three types of stories about:

A)their own background,their values,and their goals.
B)who they are,who the group is,and where the group is going.
C)the history of the organization,the nature of the competition,and the goal.
D)the culture of the group,the nature of the industry,and their vision.

Question 52

People who have faced a job loss or have been through other painful organizational changes in the past are examples of which category of individual cause for resistance to change?

A)fear of failure
B)fear of unknown
C)previous experiences
D)poor timing

Question 53

________ relies on fear,threats and punishment to push through resistance.

A)Coercion
B)Facilitation and support
C)Participation and involvement
D)Manipulation and cooptation

Question 54

The major contribution of change-oriented and visionary leadership approaches is:

A)They are well researched.
B)They provide easy ways to measure effectiveness.
C)They apply well across cultures.
D)They address interesting and visible aspects of leadership.

Question 55

To be effective,change-oriented and visionary leaders must:

A)develop teamwork and share responsibility.
B)make sure that followers follow the leader's vision.
C)set a clear course and stick with it.
D)delegate tasks rather than empower followers.

Question 56

Researchers Kouzes and Posner propose that in order to truly motivate followers,leaders must do all but one of the following:

A)expect the best from followers.
B)personalize recognition of followers.
C)keep rules and standards flexible
D)celebrate success together and often.

Question 57

Ford has a rigid hierarchical pecking order that discourages sharing ideas and well-established leadership-training practices.Which cause of organizational resistance to change does this illustrate?

A)lack of rewards
B)poor timing
C)culture
D)group cohesion

Question 58

Surya has been through a training to become a visionary leader.He has learned to provide a vision and instill confidence in employees.Based on that training,what else should he do?

A)Create clear reporting structures.
B)Motivate employees using rewards and punishment.
C)Clearly define and assign tasks.
D)Create an environment based on teamwork and cooperation.

Question 59

The primary shortcoming of the change-oriented and visionary leadership approaches is that:

A)They have little empirical support by research.
B)They are hard to understand.
C)They have little practical value.
D)They apply only to Western cultures.

Question 60

Jeff Immelt,CEO at General Electric,changed the culture of the organization by teaching employees team skills and evaluating on those skills.Those who showed the best potential and performance were promoted to lead others.This process is best represented by which of Kouzes and Posner's leadership skills?

A)creating a shared vision
B)enabling followers through collaboration and empowerment
C)role modeling
D)encouraging the heart

Question 61

Many organizational leaders are generally satisfied with how well their organizations can innovate and adapt to change.

Question 62

Internal forces for change closely follow external forces.

Question 63

Leaders can take numerous steps to build an open and supportive culture for ongoing organizational learning.Which action is not included in the recommendations?

A)reliance on 'tried and True' ideas
B)time for learning
C)appropriate leadership
D)local solutions

Question 64

Darren admitted to his supervisor,Brenda,that a research project he was coordinating was botched due to administrative oversight.Brenda responded by asking "what are you going to do differently next time?" Brenda's approach is best described as:

A)a flexible structure
B)a tolerance for mistakes
C)a shared vision
D)encouragement of the heart

Question 65

_____________ and ______________ are often terms used to describe creativity.

A)Opportunistic;thrill seeking
B)Bold;aggressive
C)Divergent;lateral thinking
D)Strategic;forward looking

Question 66

Jodi Thompson and Cali Ressler created Best-Buy's Results-Only Work Environment (ROWE)because they paid attention to the results of a 2001 survey.That survey indicated widespread employee dissatisfaction and a perception of inability to balance work and life.This process is best described as which element of a learning organization?

A)shared vision
B)system thinking
C)mental models
D)personal mastery

Question 67

Jodi Thompson and Cali Ressler believed that the typical flex-time solutions did not provide much benefit or flexibility and that the only solution was a radical change.This example best illustrates which characteristic of a learning organization?

A)shared vision
B)system thinking
C)mental models
D)personal mastery

Question 68

Organizations that rely too heavily on people with highly developed but narrow expertise who are celebrated and expected to provide answers experience:

A)isolated jobs
B)emphasis on events
C)blaming others
D)skilled incompetence

Question 69

Which is not one of the key elements of a learning organization?

A)shared vision
B)mental modes
C)system thinking
D)frame-breaking

Question 70

Effectiveness and survival of most organizations depends on the ability to successfully adapt to change.

Question 71

All of the following processes are recommended for leaders to help their followers be more creative except:

A)flexible structure
B)questioning attitude
C)tolerating mistakes
D)cooptation

Question 72

Lui We,president and CEO of XYZ Inc,has just held an inspiring,all-company meeting whereby she outlined a vision and specific issues to achieve the vision.This example is best described as which role of the leader in changing organizational culture?

A)involve people
B)communicate priorities
C)role model
D)allocate resources and rewards

Question 73

Which leadership style often impedes the creative process and open exchange of ideas?

A)autocratic leadership
B)authentic leadership
C)democratic leadership
D)transformational leadership

Question 74

________ is the ability to link or combine ideas in novel ways

A)Creativity
B)Homogeneity
C)Authentic leadership
D)Visionary leadership

Question 75

All of the following are considered organizational learning disabilities except:

A)isolated jobs
B)emphasis on events
C)illusion of taking charge
D)skilled competence

Question 76

Understanding the inter-relations and the invisible and visible bonds that connect people inside and outside the organization is commonly referred to as:

A)shared vision
B)system thinking
C)personal mastery
D)mental models

Question 77

The textbook identifies all of the following as the roles for leadership changing organizational culture except:

A)communicate priorities
B)role model
C)allocate resources and rewards
D)be directive

Question 78

________ describes the process of continually clarifying and developing personal visions and goals,and expanding skills sets and levels of proficiency.

A)Shared vision
B)System thinking
C)Personal mastery
D)Mental models

Question 79

________ requires individuals to consider a problem by taking different positions and perspectives.

A)Cooperative exploration
B)Brainstorming
C)Brainsailing
D)Improvisation

Question 80

Organizational change is rarely resisted by organizational members.