Deck 10: Leading Positive Change

Question 1

Frameworks help to provide stability in the midst of constant change.

Answer 1

True

Question 2

To establish a climate of positivity requires paying attention to weaknesses and working to eliminate them.

Answer 2

False

Question 3

Recent research has found that it is useful to distinguish between leadership and management.

Answer 3

False

Question 4

Creating a new language is a part of including both the right and left brain and leads to more commitment toward a newly articulated vision.

Question 5

Following the five characteristics of recreational work, such as football games, could help organizations generate commitment to vision.

Question 6

"How are we doing compared to our improvement trends of the past" is a question that can be asked to help set an "Ideal standard."

Question 7

Leadership is a permanent condition in which certain skills and competencies are inherent within a person.

Question 8

Currently the department you manage is full of conflict. People seem to be picking sides over a particular issue and they are becoming bitter toward people on the opposing side of the issue. However, when the issue is resolved, some great results will come to the organization. This is an example of how people tend to focus on the problems, challenges and negative parts of an issue.

Question 9

In the textbook, the terms "managing change" and "leading positive change" are used interchangeably.

Question 10

"How are we doing relative to our best competitors" is a question that can be asked to help set "Comparative standards."

Question 11

Vision statements that are straightforward and simple are more credible.

Question 12

A symbol should regularly remind individuals of an organization's vision.

Question 13

As the rapid change of recent years is expected to slow, it is important that leaders learn to manage in stable conditions.

Question 14

A manager that is trying to change an organization from being inefficient to being efficient is trying to close an abundance gap.

Question 15

Research has found that positive occurrences are remembered longer than negative occurrences.

Question 16

"What is the best we can achieve?
" This is an example of a question that can be asked to articulate the left-brained side of a vision statement.

Question 17

Managers who recognize patterns and exceptions to patterns are able to manage change more effectively than managers who do not recognize these things.

Question 18

Leaders are almost always the ones credited with being the cause of the success or failure of the organization as a whole.

Question 19

Consistency and frequency are necessary for a leader to achieve commitment to what the leader wants.

Question 20

You know that managing change is a hot topic these days and you want to learn more about it. Most of the research you find regarding this topic is focused on how to get organizations to flourish and be extraordinarily positive.

Question 21

Forgiveness is enhanced in organizations when managers: (1) acknowledge the trauma, harm, and injustice that their organization members have experienced, but they define the occurrence of hurtful events as an opportunity to move forward toward a new goal; (2) associate the outcomes of the organization (e.g., its products and services) with a higher purpose that provides personal meaning for organization members; and (3) understand that forgiveness requires a tolerance for error and lowered expectations. Which statements are correct?

A) Statements 1 and 3
B) Statements 2 and 3
C) Only statement 1
D) Statements 1 and 2

Question 22

Which is an accurate statement concerning the effects of gratitude on individual and organizational performance?

A) Gratitude has no relationship to individual or organizational performance.
B) Gratitude has positive effects on individual performance, but not on organizational performance.
C) Gratitude has only slightly positive effects on both individual and organizational performance.
D) Gratitude has dramatic positive effects on both individual and organizational performance.

Question 23

If constant change were occurring in the workplace, which would most likely help managers provide stability or order?

A) Fluctuating discipline
B) Consistent rewards
C) Unchanging theories or frameworks

Question 24

Jane pays you a compliment and tells you that you look nice today. George asks if you got your hair styled because it looks good. Pam asks if you had a sleepless night because you look tired or sick. Which comment will be longer lasting in its effects upon you? The comment from

A) Jane.
B) George.
C) Pam.
D) As all of them are comments on how you look, they will have equally lasting effects.

Question 25

As a manager, you are trying to hire someone for a critical position in your department. You have called references on three applicants. Bob's reference, his former supervisor, said, "Bob has more information and communication flowing through him than anyone in our company." Joe's reference said, "Joe can get others to get things done better than anyone I know." Albert's boss said, "Albert is the greatest person to be around. He is so optimistic and giving." Based on the information in the text about creating positive change, who should you hire?

A) Albert
B) Joe
C) Bob

Question 26

"Creating irreversible momentum" refers to the "generating commitment to the vision" step of the framework for leading positive change.

Question 27

Which would make employees in an organization the most comfortable?

A) Being unethical
B) Being flawless
C) Experiencing caring relationships
D) Being inefficient
E) Being reliable

Question 28

As a manager, Susan is trying to establish a climate of positivity. She has hired two people who leave every interaction happier, more energized, and uplifted. They simply make others feel good. In addition, Susan made assignments based on the strengths of her team members and based on what they do best. And most importantly, she has been firm on the team members when they make mistakes. If a mistake is made, the offending team member is replaced. Which principle of establishing a climate of positivity has Susan violated?

A) Create positive energy networks
B) Pay attention to strengths and the best self
C) Establish a climate of compassion and gratitude
D) Compare current performance with performance of the past

Question 29

You want to foster positive energy in other people. Which of the following behaviors should you exhibit? (1) Ask people how they are doing and complement them on their successes. (2) Identify people who are positive energizers and thank them for their efforts. (3) Introduce people and set up opportunities for socializing.

A) Behaviors 1 and 3
B) Behaviors 2 and 3
C) Only behavior 2
D) Behaviors 1 and 2
E) All three behaviors

Question 30

You want to learn to effectively lead positive change. The framework presented in chapter 10 suggests you should learn all of the following skills except

A) establishing a positive climate.
B) creating readiness for change.
C) articulating a vision of abundance.
D) generating commitment.
E) fostering environmental responsibility.

Question 31

Research studies have shown that people remember more of what they observe being demonstrated than they remember of what they have read or heard. However, the highest retention rate is from what they apply.

Question 32

Which would make employees in an organization the most comfortable?

A) Being prone to make errors
B) Experiencing compatible relationships
C) Experiencing threat rigidity
D) Flourishing
E) Being excellent

Question 33

An experiment conducted by Nobel laureate Herbert A. Simon found that novice chess players remember differently than experienced players what a chess game looked like midgame. Which statement is an accurate application to management of the results of this experiment?

A) Having frameworks blocks managers' ability to remember, because it is a preconceived notion.
B) A depth of experience can help managers recognize patterns and exceptions to patterns.
C) New managers will never perform as well as experienced managers.
D) There is no way to tell what a manager may remember.

Question 34

Change becomes institutionalized when it happens without anyone being held accountable to achieve it.

Question 35

You have just been hired at a new company and want to make a good impression on your co-workers. How should you perform?

A) Underperform; this will make others look good in comparison to you, and you will be seen as non-threatening.
B) Perform in the middle range; effective and reliable.
C) Perform flawlessly; everyone admires the star in the company and you will stand out as someone promotable.

Question 36

While fostering sustainability is desirable, the other four steps in the framework are sufficient for successful implementation of positive change.

Question 37

You want to be known as a positive energizer. Which of the following behaviors is most likely to help you achieve this?

A) Be enthusiastic and smile all the time.
B) Always point out the bright side of things.
C) Be charismatic and tell the best jokes.
D) Be sensitive, actively engaged and supportive in interpersonal relationships.
E) All of these behaviors

Question 38

Forgiveness is enhanced in organizations when managers (1) associate the outcomes of the organization (e.g., its products and services) with a higher purpose that provides personal meaning for organization members, and (2) maintain flexible standards and communicate the fact that forgiveness is synonymous with tolerance for error. Which statement is correct?

A) Only statement 1
B) Only statement 2
C) Both statements 1 and 2
D) None of the statements

Question 39

John asks his employees to view other workers as "co-workers," but not as "friends." His theory is that finding friends at work leads to socializing and decreased productivity. He encourages employees to find friends outside of work. Are positive energy networks likely among John's employees?

A) No, he won't foster positive energy in people.
B) Yes, his employees will be more productive and generate more positive energy.
C) It depends. If they have already formed friendships, then this will create negative energy. However, if they have not already formed friendships, then this will provide relief and create positive energy.

Question 40

Which is the most accurate summary of the differentiation between leadership and management that is most useful in the current environment?

A) Management is about facilitating stability and leadership is about managing change.
B) Management is about equilibrium and leadership is about refining current performance.
C) Management is about controlling variance and leadership is about initiating change.
D) Management is about setting direction and leadership is about creating something new.
E) The distinctions set out by previous writers are no longer appropriate as the skills required to be effective as a leader and as a manager are essentially identical.

Question 41

You have been appointed to lead an initiative to change the customer greeting process and you find that there is some resistance to the new ideas. Which of the following behaviors should you exhibit to help overcome resistance? (1) Point out how the new process will create better customer relations. (2) Identify people who are strong resistors and force them to comply. (3) Identify and encourage those who agree with your idea and ask them to share their thoughts with others.

A) Behaviors 1 and 3
B) Behaviors 2 and 3
C) Behaviors 1 and 2
D) All three behaviors

Question 42

Which statement best describes the difference between a vision of abundance and a vision of goal achievement or effectiveness?

A) A vision of abundance means being at the top, being number one in the marketplace. A vision of goal achievement means reaching a standard regardless of whether you are number one.
B) A vision of abundance is inspiring and visions of achievement are straightforward and simple.
C) A vision of abundance speaks to the heart and the head. Visions of goal achievement speak to the head.

Question 43

Which of the following is the best example of a best practice standard based on stakeholder expectations?

A) Our competitors have achieved an 85% satisfaction rating and we have reached 90%.
B) We are just 5% short of our goal to have a 95% satisfaction rating.
C) Our satisfaction rating of 95% is 10% higher than it was last year.
D) We are 10% short of achieving 100% satisfaction rating.
E) Our customers expect a lot from us and we are satisfying them 95% of the time.

Question 44

Your CEO has just parachuted into your annual general meeting and knocked over the sign of the old logo. Then, a new logo rose up from the wreckage. What characteristic of leading positive change is this CEO applying?

A) Creating irreversible momentum
B) Instituting symbolic events
C) Creating a new language
D) Including passion and principles
E) Making vision statements interesting

Question 45

Which question would facilitate articulating the left-brained side of a vision statement?

A) What is the best we can achieve?
B) What are the most important strengths of our organization?
C) What represents the best practice?
D) What stories tell what we stand for?

Question 46

Leaders who use symbolic events effectively will use them for what?

A) To hide the meaning of the vision of change so competitors will not learn the strategy and plan for change
B) To signal the end of the old way of doing things and the beginning of a new way of doing things
C) To create a new language system so that only those who know the language can participate in the change
D) To help explain a difficult concept

Question 47

Four employees received feedback from their managers. Jose was told what he did wrong and was given a warning. Jolette was told that she has been too shy in team meetings and is not speaking enough. Richard was told that his unique skill of analysis has been very valuable to the team. Gloria was told about some errors she made on the reports the team produced. Who will most likely feel highly engaged and be more productive?

A) Jose
B) Jolette
C) Richard
D) Gloria

Question 48

Which of these components of a vision statement would emphasize left-brained thinking?

A) Metaphors
B) Action plans
C) Imagination
D) Colorful language

Question 49

What is the most likely outcome of the best-self feedback process?

A) Individuals in the organization will perform the same.
B) Individuals will focus more on the positive while still paying attention to the negative.
C) Individuals in the organization will recognize that no one person is exceptionally unique.
D) Individuals will focus more on the positive and ignore the negative.

Question 50

Benchmarking involves (1) identifying best practice, (2) studying it in detail and then (3) planning to copy the best practice. Which statements are correct?

A) Statements 1 and 3
B) Statements 2 and 3
C) Only statement 1
D) Statements 1 and 2

Question 51

Three specific hints for articulating vision are (1) Ensure that vision statements reinforce key values about which you feel strongly. (2) The vision statement must be straightforward and simple. (3) Avoid symbolic or refined language. Which statements are correct?

A) Statements 1 and 2
B) Statements 2 and 3
C) Statements 1 and 3
D) All of the statements

Question 52

How does the reflected best-self feedback process produce improvement in individual performance?

A) Provides individuals the opportunity to receive feedback about their strengths and unique capabilities
B) Provides individuals the opportunity to give the organization feedback when they are feeling at their best
C) Provides organizations the opportunity to increase individuals' awareness of their weaknesses
D) Provides individuals the opportunity to give feedback about other peoples' weaknesses and unique challenges

Question 53

Your manager has just finished a presentation demonstrating the need for change. The whole focus of his presentation was to show how the organization was doing in completely eliminating wasted materials. What kind of best practice standard is this manager trying to set?

A) Comparative standard
B) Goal standard
C) Improvement standard
D) Ideal standard
E) Stakeholder expectation standard

Question 54

Which component of a vision statement is missing in many corporate mission statements?

A) Becoming number one in the industry
B) Raising quality standards
C) Setting hard to reach targets or goals
D) Images of the future

Question 55

Which information within a vision statement would most likely be interesting?

A) Information that is true and sincere
B) Information that is consistent with current beliefs
C) Information that contradicts weakly held assumptions
D) Information that dramatically challenges the core values of the organization

Question 56

Your manager has just been told that the organization failed to meet its monthly goal. He responds, "We were just miscued and then stumbled a little. Next month will be entirely different." What characteristic of leading positive change does this manager exemplify?

A) Benchmarking to stakeholder expectations
B) Expressing compassion
C) Creating a new language
D) Articulating the left-brained side of the vision

Question 57

Your manager has just finished a presentation demonstrating the need for change. He summarizes his presentation by stating, "That is how we are doing compared to our best competitors." What kind of best practice standard is this manager trying to set?

A) Comparative standard
B) Goal standard
C) Improvement standard
D) Ideal standard
E) Stakeholder expectation standard

Question 58

Which question would facilitate articulating the right-brained side of a vision statement?

A) What represents peak performance?
B) What are the criteria we should monitor?
C) What strategic advantage do we have?
D) Who are the key customers?

Question 59

A manager in an organization has four team members on the team she manages. Jill is her strongest performer on the team and Allen, Suzette, and Kirill are the weakest performers on the team. To improve productivity, the manager spends most of her time with Jill. What is the most likely outcome of this management decision?

A) Productivity will stay the same.
B) Productivity will decrease.
C) Productivity will increase significantly.
D) Productivity will increase slightly.

Question 60

Which statement is true concerning a vision statement?

A) People must associate the vision with something they can see and hear.
B) The more complicated the vision statement, the more motivating it will be.
C) Effective vision statements avoid reference to individuals' core values.
D) Effective vision statements must be unimaginable.

Question 61

Which will best help the organization to sustain the positive change?

A) Provide an opportunity for everyone in the organization to articulate the vision
B) Provide an opportunity for only those in management roles to articulate the vision
C) Provide an opportunity for only those who can articulate the vision in their own words to share the vision with others
D) Provide an opportunity for only those who are responsible for public relations to share the vision with others

Question 62

Which is a method for articulating a vision of positive change?

A) Focus on positive deviance
B) Build on strengths and best self
C) Institute symbolic events
D) Communicate the vision frequently
E) Turn students into teachers

Question 63

Bob's manager had him set a future goal concerning the total sales he could reach in a year. At the end of the year, Bob was evaluated based on whether he met the goal. Then, he set a future goal concerning the total sales he could reach in the new coming year. At the end of that year, Bob was evaluated based on whether he met the goal, regardless of whether the goal was higher or lower than the previous years' goal. Applying principles of recreation work, how can Bob's performance evaluation be improved?

A) Evaluate Bob based on whether his sales are close to his goal
B) Evaluate Bob compared to past performance
C) Evaluate Bob based on whether he sets easy goals or challenging goals
D) Evaluate Bob compared to other peoples' performance

Question 64

Which is a method for generating commitment to positive change?

A) Focus on positive deviance
B) Build on strengths and best self
C) Institute symbolic events
D) Communicate the vision frequently
E) Turn students into teachers

Question 65

Explain how effective managers can foster positive energy in people. Define from your own experience something a manager did to create positive energy within you.

Question 66

The Xerox plan produced stunning results and rapidly institutionalized a positive change process. What was the order of events in the Xerox plan?

A) Learn the vision, apply it, teach it, assess it
B) Learn the vision, teach it, assess it, apply it
C) Teach the vision, apply it, learn it, assess it
D) Teach the vision, apply it, assess it, learn it

Question 67

To ensure credibility, vision statements should (1) challenge core values, (2) be straightforward and simple, and (3) contain exciting and energizing language. Which statements are correct?

A) Statements 1 and 2
B) Statements 1 and 3
C) Statements 2 and 3
D) Only statement 3

Question 68

Four employees received feedback from their managers. Jose was told what he did wrong and was given a warning. Jolette was told that she has been too shy in team meetings and is not speaking enough. Richard was told that his unique skill of analysis has been very valuable to the team. Gloria was told about some errors she made on the reports the team produced. Who will most likely feel highly engaged and be more productive?
Why will this person be more engaged and productive?
What can be done through feedback to help the other team members be more engaged and productive?

Question 69

Explain the five key management skills and activities required to lead positive change.

Question 70

Small wins create commitment because (1) they enlarge the importance of any one change, (2) they help avoid resistance or retaliation, and (3) they create the image of progress. Which statements are correct?

A) Statements 1 and 2
B) Statements 1 and 3
C) Statements 2 and 3
D) Only statement 2

Question 71

Which is a method for creating readiness for positive change?

A) Focus on positive deviance
B) Build on strengths and best self
C) Institute symbolic events
D) Communicate the vision frequently
E) Turn students into teachers

Question 72

Which is a method for establishing a climate of positivity?

A) Focus on positive deviance
B) Build on strengths and best self
C) Institute symbolic events
D) Communicate the vision frequently
E) Turn students into teachers

Question 73

To foster sustainability, managers should (1) turn students into teachers, (2) build financial capital, and (3) establish rules, guidelines and feedback mechanisms. Which statements are correct?

A) Statements 1 and 2
B) Statements 1 and 3
C) Statements 2 and 3
D) Only statement 1

Question 74

Which of the following would most likely establish effective metrics? (1) Setting standards for each step in the process; (2) Associating the metrics with specific results; and (3) Aligning the metrics with the vision of abundance.

A) 1 and 2 only
B) 1 and 3 only
C) 2 and 3 only
D) All three

Question 75

Creating commitment is enhanced by (1) applying principles of recreational work, (2) providing opportunities for public statements of commitment, (3) providing frequent feedback, (4) and communicating the vision frequently, consistently and broadly. Which statements are correct?

A) Statements 1 and 2
B) Statements 1 and 3
C) Statements 1 and 4
D) Statements 1, 2, and 4
E) All the statements are correct.

Question 76

What is the meaning of "small wins"? Small wins are

A) small successes that generate large profits.
B) change efforts that alter the attitude of a small number of employees.
C) changes that are easy to implement and build momentum.
D) small successes that generate small profits.
E) changes that allow you to marginally beat the competition.

Question 77

Which statement is true concerning sustaining positive change?

A) Every manager's goal should be to find a few key people that they trust and rely upon them to institutionalize the vision.
B) Every manager's goal should be to handle the task of leading positive change at the highest levels of leadership possible.
C) Every manager's goal should be to help as many people learn to lead positive change as possible.

Question 78

A manager is under pressure to determine how to get a group of employees from a certain department to support the change effort. These employees are adamantly opposed to the change effort. To help this opposing group change their minds, the manager assigns the group to discuss the change effort with outside interest groups. Is this assignment likely to help this group of employees develop commitment?

A) Yes, opportunities to make public statements will foster commitment.
B) No, talking to outside interest groups will just make them more opposed.
C) It depends on whether the outside interest groups are supportive or opposed.

Question 79

What should metrics for establishing positive change be about?

A) Efforts
B) Methods
C) Processes
D) Results

Question 80

Which is a method for creating irreversible momentum?

A) Focus on positive deviance
B) Build on strengths and best self
C) Institute symbolic events
D) Communicate the vision frequently
E) Turn students into teachers