Deck 18: Creating and Leading Change

Question 1

To survive and succeed in today's intensely competitive business world, companies should

A)stay true to what made them successful.
B)stick to tried-and-true methods.
C)avoid becoming visionary.
D)settle for a regular stream of moderate profits.
E)strive for world-class excellence.

Answer 1

E
Explanation: To some people, striving for world-class excellence seems a lofty, impossible, unnecessary goal. But it is a goal that helps one survive and succeed in today's intensely competitive business world. World-class companies create high-value products and earn superior profits over the long run. The result is an organization capable of competing successfully on a global basis.

Question 2

Airtight Plastic Bags Inc. sent the members of its office staff for training in communication and teamwork. What type of organization development is this?

A)Tactical
B)Operational
C)Techno-scientific
D)Human resource management
E)Human process

Answer 2

E
Explanation: Human process deals with improving conflict resolution, team building, communication, and leadership.

Question 3

Better Style Furniture Makers put a new program in place to attract employees who have skills that better match the company's needs. What type of organization development intervention is this?

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

Answer 3

A
Explanation: Human resource management interventions deal with attracting good people, setting goals, and appraising and rewarding performance.

Question 4

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

Question 5

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

Question 6

Picasso Graphics has adopted a new work flow for its office to improve efficiency. What type of organization development is that?

A)Strategic
B)Techno-structural
C)Supply chain
D)Tactical
E)Human resource management

Question 7

Which of the following is one of the four basic types of organization development techniques?

A)Human process interventions
B)Tactical interventions
C)Operational interventions
D)Techno-scientific interventions
E)Supply chain interventions

Question 8

Which of the following is not a characteristic of world-class companies?

A)They focus on creating low-value products.
B)They earn superior profits over the long run.
C)They replace methods and systems that impede their progress.
D)They can help serve societal purposes.
E)They apply new organizational strategies and management to become more effective.

Question 9

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 10

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

Question 11

Force-field analysis involves identifying an employee's charisma and leadership potential.

Question 12

The tyranny of the or refers to the difficulty in deciding between two undesirable choices.

Question 13

Organization development is a systemwide application of _____ knowledge to develop, improve, and reinforce the strategies, structures, and processes that lead to organization effectiveness.

A)financial
B)quality control
C)technological
D)behavioral science
E)product development

Question 14

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

A)maintaining the status quo.
B)protecting their core capabilities.
C)beating the competition.
D)beating themselves.
E)avoiding too much risk.

Question 15

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

Question 16

In an ever-changing world, the challenge for organizations is not just to produce innovative new products but also to balance a culture that is innovative and that

A)eliminates its competitors.
B)avoids too much adjustment.
C)is traditional as well as visionary.
D)builds a sustainable business.
E)reverses contemporary trends.

Question 17

Lots of happy talk from senior management helps avoid complacency.

Question 18

Continually striving to improve is equivalent to becoming world class.

Question 19

Which of the following is part of the goal of becoming world class?

A)Having the highest standards in your country
B)Improving most of the time
C)Accepting that it is unrealistic to be the best
D)Ignoring what competitors do
E)Appling the best, latest knowledge

Question 20

Organization development supports human potential.

Question 21

The head of the customer service department called a staff meeting on Monday morning and said, "Start packing up your desks. We're moving to a different floor on Friday." The staff grumbled about the short notice as they walked back to their cubicles. What was the general reason for their resistance to change?

A)Self-interest
B)Surprise
C)Inertia
D)Peer pressure
E)Different assessments

Question 22

_____ change means anticipating and preparing for an uncertain future.

A)Reactive
B)Proactive
C)Interactive
D)Reactionary
E)Reductive

Question 23

When resistance to change results from adjustment problems, a good way of managing the resistance to change is through

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.

Question 24

Which of the methods of managing resistance to change runs the risk of leaving people angry at the initiators?

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

Question 25

Mariko, of Mariko's Dress Shop, announced to her employees that they were switching to a flexible benefits plan. The employees wondered what that would mean and, as they discussed it during breaks, Carla told the others, "My sister has that at her workplace. It's just a scheme to make us pay more of the cost." What change-specific reason contributed to the growing employee resistance to the change?

A)Different assessments
B)Management tactics
C)Inertia
D)Timing
E)Surprise

Question 26

Which of the following is a relatively quick and inexpensive way to manage resistance to change?

A)Education and communication
B)Participation and involvement
C)Facilitation and support
D)Negotiation and rewards
E)Manipulation and cooptation

Question 27

The managers at Rivera Retoolers have establish a vision of where their company is heading. This is the beginning of the stage known as _____.

A)unfreezing
B)moving
C)refreezing
D)mobilizing
E)stabilizing

Question 28

Which statement about the refreezing stage is true?

A)It is always the appropriate third step in motivating people to change.
B)It should create rigid new behaviors to ensure that the change is able to endure.
C)It should ideally focus on important business results and maintain essential core values.
D)It should try to prevent the need for future changes by the business organization.
E)It should sometimes be used as the first step in the process of motivating people to change.

Question 29

When change initiators do not have all the information they need to design the change and others have considerable power to resist, the best approach to managing resistance to change is _____.

A)participation and involvement
B)facilitation and support
C)negotiation and rewards
D)manipulation and cooptation
E)explicit and implicit coercion

Question 30

Total organization change involves introducing and sustaining

A)a single policy, practice, or procedure in one unit or level.
B)a single policy, practice, or procedure across multiple units and levels.
C)multiple policies, practices, and procedures in one unit or level.
D)multiple policies, practices, and procedures across multiple units and levels.
E)only the most important policies, practices, and procedures across the whole company.

Question 31

Which of the following is a cause for complacency?

A)Too much negative talk
B)Frank discussion of weaknesses
C)Too many visible resources
D)The presence of a major crisis
E)High performance standards

Question 32

The most accurate definition of a performance gap is the difference between

A)what is and would could be.
B)what was and what is.
C)what two different employees accomplish.
D)what one company does and what its competitors do.
E)what is manually possible and technologically possible.

Question 33

The key to successful change in an organization is _____.

A)technology
B)people
C)bureaucracy
D)suppliers
E)capital

Question 34

Dr. Lopez decided to change all of his patient files from paper copies to electronic versions. Christine, the office manager, resisted the idea because "paper files have been good enough for hundreds of years." What is the general reason for Christine's resistance to change?

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

Question 35

Which of the following is true of aspiring leaders of change?

A)They often undercommunicate their vision.
B)They should act as independently of others as possible.
C)They talk too much about the future.
D)They should ignore the company culture.
E)They should not celebrate until the entire change is complete.

Question 36

Tactics to stop complacency include

A)shielding employees from unhappy customers.
B)reducing feedback from external sources.
C)making resources more visible.
D)giving pep talks.
E)setting stretch goals.

Question 37

Sarah noticed that whenever she told her employees that they needed to improve customer service, they paid little attention. She had the strong impression that they thought they were doing a good-enough job. In this particular instance, which of the following tactics would be the most effective at breaking their complacency?

A)Encouraging them more when she sees them doing something right
B)Talking even more specifically about the organization's weaknesses
C)Backing up her points with general principles rather than data
D)Putting them in direct contact with unhappy customers
E)Making the performance goals easier to attain

Question 38

A direct and sometimes effective way to convince people to change is to

A)pin the blame for shortcomings directly and entirely on employees.
B)bombard employees with facts aimed at inducing fear.
C)emphasize how huge and difficult the problems are.
D)compare the organization's performance to that of competitors.
E)motivate the employees with a stream of happy talk.

Question 39

In the _____ 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.

A)mobilizing
B)stabilizing
C)unfreezing
D)moving
E)refreezing

Question 40

When Howard announced a change in the way hours would be billed at his law firm, the junior partners resisted and questioned the reason for the change. Instead of addressing their concerns, Howard said, "It's already been decided. It's going to happen." The junior partners ended up resenting the change instead of trying to see if it benefitted them. What change-specific reason contributed to the resistance?

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

Question 41

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

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

Question 42

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

A)Strategic
B)Techno-structural
C)Human resource management
D)Human process
E)Operational

Question 43

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 economic 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 44

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 45

To move successfully into the future, you should commit to _____.

A)repeating past successes
B)lifelong learning
C)avoiding risks
D)occasional change
E)keeping a closed mind

Question 46

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 47

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

A)Strategic
B)Techno-structural
C)Human resources management
D)Human process
E)Operational

Question 48

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)using entrepreneurial thinking.
E)focusing on profits.

Question 49

Strategic, techno-structural, 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 50

Which of the following statements is true of shapers?

A)They try to change the structure of their industries.
B)They choose how to compete within given environments.
C)They take the current industry structure and its future evolution as a given.
D)They generally remain ignorant of the structure of their industry.
E)They try to resurrect old methods in new contexts.

Question 51

To be world class, an organization should

A)strive for a controlled improvement.
B)operate at the highest standards of any place anywhere.
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 52

_____ 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 decisions
D)The genius of the and
E)Management myopia

Question 53

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

A)Strategic
B)Techno-structural
C)Human resources management
D)Human process
E)Operational

Question 54

What are the three repeating components of the learning cycle?

A)Organize, assemble, and plan
B)Unfreeze, move, and refreeze
C)Advance, retreat, and advance again
D)Research, experiment, and evaluate
E)Explore, discover, and take action

Question 55

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 56

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 57

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 58

Which of the following statements is true of adapters?

A)They try to change the structure of their industries.
B)They create a future competitive landscape of their own design.
C)They take the current industry structure and its future evolution as a given.
D)They generally remain ignorant of the structure of their industry and its potential.
E)They let competitive opportunities come to them rather than choose where to compete.

Question 59

As managers lead into the future, _____ is a key to sustained success.

A)competition
B)independence
C)discipline
D)collaboration
E)charisma

Question 60

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 61

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 62

Gallegos Productions 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 63

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 64

In return for participation and cooperation in instituting a major organizational change, employees of Gould Consultants 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 65

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 66

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 67

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 68

Harold was reluctant to follow a new customer service policy that his company adopted. Harold's boss, Elaine, told him that if he did not begin following the policy immediately that Harold would lose the chance to receive the bonus he hoped to get. Elaine used _____ to overcome Harold's resistance to change.

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

Question 69

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 70

The Buckingham Insurance Company 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 71

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 72

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 73

The managers at Joyce Advertising 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 74

As the new project manager of a call center, Larry 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, Larry 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 75

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 76

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 77

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 78

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 79

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 80

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