Deck 18: Creating and Leading Change

Question 1

The key to successful change is people.

Answer 1

True
Explanation: People are the key to successful change.For an organization to be great,or even just to survive,people have to care about its fate and know how they can contribute.

Question 2

Refreezing begins with establishing a vision of where the company is heading.

Answer 2

False
Explanation: Moving to institute the change begins with establishing a vision of where the company is heading.

Question 3

According to Collins and Porras,one of the essential characteristics of great companies is their relentless focus on beating the competition.

Answer 3

False
Explanation: The critical factor is that great companies have core values,know what they are and what they mean,and live by them-year after year.And they do not focus on beating the competition;they focus primarily on beating themselves.

Question 4

A direct and sometimes effective way to accomplish unfreezing is to communicate the negative consequences of the old ways by comparing the organization's performance with that of its competitors.

Question 5

General reasons for resistance to change are inertia,timing,surprise,and peer pressure.

Question 6

Organization development supports human potential.

Question 7

Organizational ambidexterity refers to being able to achieve multiple objectives at the same time.

Question 8

In the moving stage of motivating people to change,management realizes that its current practices are no longer appropriate and the company must break out of its present mold by doing things differently.

Question 9

Individuals must be able to cope with change because their job performance,the rewards they receive,and their career success depends on it.

Question 10

Striving for world-class excellence,though a lofty goal,helps companies survive and succeed in today's intensely competitive business world.

Question 11

Continually striving to improve is equivalent to becoming world class.

Question 12

Most people are open to change and do not resist it.

Question 13

A performance gap can occur when performance is good but someone realizes that it could be better.

Question 14

Organization development refers to the training that is available to improve employee acceptance of organizational change.

Question 15

Becoming world class is a goal that is applicable only to the private sector.

Question 16

Organization development is most often a narrow improvement in technology or operations.

Question 17

Organizational ambidexterity develops via the actions of many individuals throughout the organization.

Question 18

Shared responsibility for change in very small organizations is often lost with growth and over time.

Question 19

The basic types of organization development techniques include strategic interventions,technostructural interventions,human resources management interventions,and human process interventions.

Question 20

The tyranny of the or refers to the belief that only one goal and not another can be attained.

Question 21

Asking for and listening to others' information and opinions and reflecting honestly on one's own successes and failures are part of lifelong learning.

Question 22

Total organization change involves introducing and sustaining multiple policies,practices,and procedures across multiple units and levels.

Question 23

_____ refers to the belief that things must be either A or B and cannot be both,and that only one goal and not another can be attained.

A) Management dissonance
B) The tyranny of the or
C) Stare decisis
D) The genius of the and
E) Management myopia

Question 24

Coercion can be a risky method of dealing with resistance to change if it leaves people angry at the change initiators.

Question 25

Reactive change means anticipating and preparing for an uncertain future.

Question 26

Adapters try to change the structure of their industries,creating a future competitive landscape of their own design.

Question 27

Refreezing is not always the best third step in motivating people to change if it creates new behaviors that are rigid.

Question 28

Many individuals and companies are plagued by the ____,the belief that multiple objectives are mutually exclusive.

A) problem of the if
B) tyranny of the or
C) timing of the when
D) genius of the and
E) threat of the what

Question 29

According to Collins and Porras,an essential characteristic of a built-to-last company is:

A) being driven by incremental goals.
B) focusing on beating the competition.
C) being conservative.
D) being able to change continuously.
E) focusing on profits.

Question 30

One source of complacency is organizational structures that focus employees on narrow functional goals.

Question 31

The companies that lead change most effectively establish a sense of normalcy and try to hide the pressures in the market from employees.

Question 32

In managing resistance to change,facilitation and support can be time-consuming and expensive and still fail.

Question 33

Too many visible resources can lead to complacency.

Question 34

A guiding coalition for leading change is typically composed of outside business leaders and consultants.

Question 35

Force-field analysis involves identifying what specifically prevents people from changing as well as what specifically will drive people toward change.

Question 36

In managing resistance to change due to adjustment problems,negotiation and rewards work best.

Question 37

To be world class,an organization should:

A) strive for a controlled improvement.
B) use the best and latest knowledge and ideas.
C) be driven by business-as-usual goals.
D) solely focus on beating the competition.
E) continue to use the methods,systems,and cultures of the past.

Question 38

The _____ is an organization's ability to achieve multiple objectives at the same time.

A) benefit of the also
B) tyranny of the or
C) timing of the when
D) genius of the and
E) perfection of the two

Question 39

The learning cycle has three repeating components: organize,assemble,and plan.

Question 40

Lots of happy talk from senior management helps avoid complacency.

Question 41

In the process of motivating change,moving refers to:

A) the management's realization that its current practices are no longer appropriate.
B) strengthening the new behaviors that support the change.
C) instituting the change,which begins with establishing a vision.
D) the process of identifying performance gaps.
E) the process of breaking from the old ways of doing things.

Question 42

Realizing that current practices are inappropriate and that new behavior must be enacted is a required stage for managing resistance called ____.

A) stabilizing
B) moving
C) storming
D) norming
E) unfreezing

Question 43

The three basic stages of motivating people to change within an organization are:

A) unfreezing,moving,and refreezing.
B) mobilizing,moving,and stabilizing.
C) planning,instituting,and evaluating.
D) storming,norming,and performing.
E) isolating,transferring,and implementing.

Question 44

Even after MP3 players became an accepted technology,some people still resisted using them because they were comfortable with their old ways of listening to music.The reason for this type of resistance to change is most likely to be ____.

A) surprise
B) peer pressure
C) differing assessments
D) inertia
E) timing

Question 45

Strategic,technostructural,human resources management,and human process are types of:

A) awareness building techniques.
B) organization behavior modification approaches.
C) organization development interventions.
D) total quality management systems.
E) affirmative action programs.

Question 46

Organizational _____ refers to being able to achieve multiple objectives at the same time.

A) reciprocity
B) multiplexity
C) ambidexterity
D) agility
E) flexibility

Question 47

The systemwide application of behavioral science knowledge to develop,improve,and reinforce the strategies,structures,and processes that lead to organizational effectiveness is referred to as organization ____.

A) development
B) restructuring
C) ambidexterity
D) reengineering
E) positioning

Question 48

As the new project manager of a call center,Phil notes that the quality of customer service at the center is not satisfactory.In his estimation,the current service is not what it should or could be.By making this comparison,Phil has:

A) started a service initiative.
B) uncovered a performance gap.
C) performed a force-field analysis.
D) discovered a need for job posting.
E) identified adapters.

Question 49

When employees receive less or incorrect information about an organizational change or its implementation,they are likely to resist the change due to ____.

A) self-interest
B) surprise
C) different assessments
D) peer pressure
E) inertia

Question 50

_____ interventions of organization development help organizations conduct mergers and acquisitions and develop alliances.

A) Strategic
B) Technostructural
C) Human resources management
D) Human process
E) Operational

Question 51

Which of the following is true about resistance to change?

A) General reasons for resistance to change include self-interest,misunderstanding,and management tactics.
B) Usually managers tend to overestimate the amount of resistance they will encounter.
C) All employees of an organization often tend to show the same level of resistance to change.
D) People at all levels of their organizations,from entry-level to executives,resist change.
E) Change-specific reasons for resistance to change include peer pressure,surprise,and timing.

Question 52

Which of the following statements about organization development is accurate?

A) It is typically a narrow improvement in technology or operations.
B) It is not directly concerned with technical aspects of the organization.
C) It often creates barriers to human potential and employee development.
D) It primarily aims to increase profitability of the firm.
E) It tends to inhibit organization ambidexterity.

Question 53

Which of the following types of resistance to change is likely to result when employees do not see how the change fits with the firm's strategy or its advantage over current practices?

A) Surprise
B) Timing
C) Inertia
D) Misunderstanding
E) Self-interest

Question 54

The final step in managing resistance involves strengthening new behaviors that support a change and is referred to as ____.

A) solidifying
B) moving
C) stabilizing
D) enforcing
E) refreezing

Question 55

When an organization attempts to force the change and fails to address concerns or fails to provide necessary resources,knowledge,or leadership to help the change succeed,employees tend to resist the change due to ____.

A) inertia
B) timing
C) misunderstanding
D) management tactics
E) surprise

Question 56

_____ interventions of organization development include conflict resolution,team building,communication,and leadership.

A) Strategic
B) Technostructural
C) Human resource management
D) Human process
E) Operational

Question 57

_____ interventions of organization development relate to organization design,employee involvement,and work design.

A) Strategic
B) Technostructural
C) Human resources management
D) Human process
E) Operational

Question 58

Identifying the specific forces that prevent people from changing and those that will drive people toward change is called ____.

A) force-field analysis
B) strategic maneuvering
C) operational planning
D) trend analysis
E) situational assessment

Question 59

Which of the following change-specific reasons for resistance is likely to occur when people think a change will cause them to lose something of value?

A) Misunderstanding
B) Management tactics
C) Self-interest
D) Surprise
E) Different assessments

Question 60

Which of the following steps of motivating people to change begins with establishing a vision of where the company is heading?

A) Freezing
B) Moving
C) Refreezing
D) Unfreezing
E) Leading

Question 61

_____ is the activity that requires using every possible channel and opportunity to talk up and reinforce the company's long-term aspirations and required new behaviors.

A) Generating short-term wins
B) Establishing a sense of urgency
C) Creating a guiding coalition
D) Communicating the change vision
E) Empowering broad-based action

Question 62

Introducing and sustaining multiple policies,practices,and procedures across multiple units and levels is called ____.

A) total organization change
B) continuous process integration
C) total quality management
D) strategic positioning
E) organizational conditioning

Question 63

Which of the following refers to companies that try to change the structure of their industries,creating a future competitive landscape of their own design?

A) Regulators
B) Compromisers
C) Shapers
D) Adapters
E) Incubators

Question 64

Development of nanotechnology is an example of:

A) a sociotechnical system.
B) a reactive change.
C) meeting an unarticulated need.
D) an adaptive change.
E) harmonizing multiple changes.

Question 65

Which of the following activities of leading change directs the change effort and determines the idealized state of affairs after a change is implemented?

A) Communicating the change vision
B) Consolidating gains and producing more change
C) Generating short-term wins
D) Developing a vision and strategy
E) Anchoring new approaches in the culture

Question 66

Sky Fall Media is a production and media agency.The managers at the agency have recently decided that employees will have to work on all weekends,since the business makes maximum profits on weekends.To help with this change,they have given all employees a bonus of 10% and an option to pick their days of leave from weekdays.Which of the following methods of managing resistance to change is used by the company?

A) Education and communication
B) Facilitation and support
C) Negotiation and rewards
D) Manipulation and cooptation
E) Explicit and implicit coercion

Question 67

_____ are companies that take the current industry structure and its evolution as givens and choose where to compete.

A) Regulators
B) Compromisers
C) Shapers
D) Adapters
E) Incubators

Question 68

When managers apply punishment or the threat of punishment to those who resist change,it is called ____.

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

Question 69

Which of the following statements regarding multiple organizational changes is accurate?

A) Many people support their companies' "flavor of the month" approach to change.
B) There is no successful single-shot method for organization change.
C) Organization change is simple and seldom resisted.
D) Organization change requires finding a silver bullet solution.
E) It is preferable to implement single,small changes;those have a chance of lasting.

Question 70

In managing resistance to organizational changes,facilitation and support refers to:

A) gaining employee participation and ideas about the change.
B) giving a resisting individual a role in the change process.
C) using force to make people comply with the change.
D) making the change as easy as possible for employees.
E) offering concrete incentives for cooperation.

Question 71

Green Peace Consultancy is having a hard time making a big change in the organization process.To help implement the change,the president of the company gets a key member of an outside organization to join the company's board of directors so that he will influence the change.Which of the following methods of managing resistance to change is used by the company?

A) Education and communication
B) Facilitation and support
C) Negotiation and rewards
D) Manipulation and cooptation
E) Explicit and implicit coercion

Question 72

The managers at Blue Creative are proposing a change in the way performance evaluations are done.Most employees who dislike the change are unsure about how exactly the change will be made and do not have enough information about the new policy.Which of the following methods for managing resistance to change is most likely to be effective in this scenario?

A) Education and communication
B) Facilitation and support
C) Negotiation and rewards
D) Manipulation and cooptation
E) Explicit and implicit coercion

Question 73

Which of the following activities of leading change involves gaining leadership from top management and gradual support over time from managers and supervisors?

A) Establishing a sense of urgency
B) Creating a guiding coalition
C) Communicating the change vision
D) Empowering broad-based action
E) Generating short-term wins

Question 74

Salespeople at a department store were resisting a change in customer service standards.In response,the managers asked for advice from the sales leaders on each of the shifts.The sales leaders were also asked to assist the managers in disseminating information and training other workers regarding the new standards.Which of the following methods of managing resistance to change is exemplified in this scenario?

A) Education and communication
B) Facilitation and support
C) Negotiation and rewards
D) Manipulation and cooptation
E) Explicit and implicit coercion

Question 75

In return for participation and cooperation in instituting a major organizational change,employees of Vibgyor Textiles received two extra days of paid vacation.Which of the following methods of managing resistance to change does this scenario exemplify?

A) Education and communication
B) Facilitation and support
C) Negotiation and rewards
D) Manipulation and cooptation
E) Explicit and implicit coercion

Question 76

_____ change refers to a change effort that is initiated before a performance gap has occurred.

A) Intrinsic
B) Reactive
C) Retroactive
D) Extrinsic
E) Proactive

Question 77

While leading change,there is a need for creating urgency,which is driven by:

A) the absence of a major and visible crisis.
B) the increasing number of happy customers.
C) compelling business needs,such as survival.
D) distributing positive information among employees.
E) the presence of simple,achievable goals.

Question 78

In the context of leading change,highlighting positive results and developing new change agents are a part of ____.

A) generating short-term wins
B) consolidating gains
C) anchoring new approaches in the culture
D) unfreezing behavior
E) empowering broad-based action

Question 79

Which of the following is a problem-driven change effort that occurs under pressure?

A) Proactive change
B) Reactive change
C) Retroactive change
D) Intrinsic change
E) Extrinsic change

Question 80

To successfully lead change,managers need to eliminate complacency which is caused by:

A) the absence of visible resources.
B) high overall performance standards.
C) the management being too authoritative,rigid,and task-oriented.
D) the presence of a major and visible crisis.
E) insufficient performance feedback from external sources.