Deck 16: Managing Change and Stres

Question 1

Glenda,the plant manager for ABC Corporation,views the results from the latest survey of employee attitudes.The results show that job satisfaction in the manufacturing plant has dropped significantly since the last survey.This is a ________ source of change.

A) managerial behavior
B) technological
C) demographic
D) human resource problem
E) shareholder

Answer 1

D

Question 2

The four targeted elements of change are organizational arrangements,social factors,methods,and people.

Answer 2

True

Question 3

Primary appraisals are perceptions of how you are able to deal or cope with a given demand.

Answer 3

False

Question 4

The systems model of change can be used to diagnose what to change,but other models must be used to determine how to evaluate the success of a change effort.

Question 5

An example of internal forces for change is

A) changing customer preferences.
B) international competition.
C) demographic changes.
D) participation/suggestions by employees.
E) mergers and acquisitions.

Question 6

All stress is associated with negative emotions or outcomes.

Question 7

Albert wants to track his team's progress on a spreadsheet,rather than using new project management software.He believes that this has always worked well in the past.In this case,past success may cause Albert to resist change.

Question 8

Internal forces for change include demographic changes in the organization's workforce.

Question 9

Included in demographic changes are all of the following except

A) gender.
B) immigration.
C) job dissatisfaction.
D) skill level.
E) education.

Question 10

At ABS Inc.,the market research group is now operating on flextime.Initially,ABS allowed the sales group to do so.This is an example of adaptive change.

Question 11

Able,Baker,and Charlie,Ltd.,is an accounting partnership.The Internal Revenue Service has implemented new procedures for filing taxes beginning next year.What kind of change does this represent?

A) market changes
B) social and political pressures
C) managerial behavior
D) technological advancements
E) demographic characteristics

Question 12

If people are resisting because of adjustment problems,management should adopt a negotiation and agreement approach to managing resistance to change.

Question 13

One advantage of Kotter's eight-step process of implementing change is that it is relatively easy and simple to implement.

Question 14

Vision statements represent the reason that organizations exist.

Question 15

Strategic plans are based on analyses of an organization's strengths,weaknesses,opportunities,and threats,known as a SWOT analysis.

Question 16

Resistance to change is a dynamic interaction among recipient characteristics,change agent characteristics,and the relationship between the recipient and the change agent.

Question 17

Early in the change process,a manager should use variable schedules of reinforcement with extrinsic rewards to reinforce new behaviors.

Question 18

External changes either can present new opportunities for an organization or can cause its ultimate failure.

Question 19

_________ is(are)an example of social and political pressures for change.

A) Ethical lapses by senior management of firms
B) Impact of climate change
C) Executive compensation
D) Big data and advanced analytics
E) Social media

Question 20

One key assumption underlying many models of change is that highly desired change will happen without much resistance.

Question 21

By doing attitude surveys of all staff,Cue Manufacturing shows management that moral is quite low and,as a result,the risk to safety is quite high.Management knows they have to take action.They decide to modify employee shift hours and breaks. Once employees and managers begin to see how these actions are benefiting them,the company and those around them,they will begin to participate more fully in the transition.This occurs during the ________ stage of the Lewin model.

A) reinforcement
B) unfreezing
C) motivation
D) change
E) refreezing

Question 22

A(n)________ outlines the organization's long-term direction and the actions necessary to achieve planned results.

A) strategic plan
B) vision statement
C) mission statement
D) SWOT analysis
E) organizational structure

Question 23

When Meet & Greet went public,the company had fewer than 15 engineers working on mobile applications.It was almost entirely focused on users accessing the site from desktop computers.Four years later,the company has over 250 engineers working on mobile apps-a strong signal that mobile apps are at the center of the company's strategy.This is an example of _______ from the desktop.

A) changing
B) refreezing
C) distracting
D) resistance
E) unfreezing

Question 24

The first stage of change,the _________ stage,involves preparing the organization to accept that change is necessary,which involves break down the existing status quo before you can build up a new way of operating.According to Lewin,key to this is developing a compelling message showing why the existing way of doing things cannot continue.

A) reinforcing
B) resisting
C) unfreezing
D) changing
E) freezing

Question 25

Mr.Henshaw,CEO of MBA Bank,decides that the organization needs to provide more convenient service to customers.He decides to increase the bank's service hours from 8 hours a day,Monday through Friday,to 12 hours a day,plus 8 hours a day each weekend day.He has his assistant compile a report that gives data on how the number of open hours of many banks is correlated with their customers' satisfaction,and presents the data to his executive committee.What stage of Lewin's change process is Mr.Henshaw operating in?

A) freezing
B) unfreezing
C) reinforcement
D) refreezing
E) resistance

Question 26

Experimental University's president recently announced that instead of professors giving grades to students in their classes,students would give themselves grades.This would be a(n)_________ change.

A) innovative
B) adaptive
C) radically innovative
D) product
E) process

Question 27

After identifying a problem with employee morale,Cue Manufacturing instituted changes in employee shift hours and breaks.When managers and staff finally accepted the new changes,Cue was able to present modified job descriptions and modified long-term schedules.The ________ stage of the Lewin model addresses helping people and the organization institutionalize the changes.

A) freezing
B) motivating
D) refreezing
E) training

Question 28

The corporate staff in the accounting department at ABC Corporation went on 12-hour days during the holiday season,just like the regular retail employees do during that season.This is an example of a(n)_________ change.

A) innovative
B) adaptive
C) radically innovative
D) product
E) process

Question 29

Religuard is a pharmaceutical company that has factories in Taiwan.Due to environmental regulations in the country becoming stricter,Religuard has had to shut operations at three of its five manufacturing units.Which of the following forces of change had a role to play in the shutting down of these units?

A) market changes
B) social and political pressures
C) managerial behavior
D) technological advancements
E) demographic characteristics

Question 30

XYZ,Inc.,makes consumer products such as shampoo,conditioner,deodorant,and toothpaste.Recently,market research conducted at a university revealed that consumer tastes have changed,and consumers now want their products to come in pastel colors.Currently,XYZ's products all follow a deep blue packaging scheme.What source of change is this?

A) human resource problem
B) managerial decisions
C) demographic characteristics
D) manufacturing
E) changing customer preferences

Question 31

_________ change is at the high end of the continuum of complexity,cost,and uncertainty.

A) Innovative
B) Adaptive
C) Radically innovative
D) Product
E) Process

Question 32

When Mr.Brown,the new CEO of XYZ Department Stores,took over,his first action was to get rid of the organization's existing marketing strategy,which was heavily based on couponing.He replaced it with a strategy of low prices every day,a policy with which some of its competitors were having much success.This was a(n)________ change.

A) innovative
B) adaptive
C) radically innovative
D) product
E) process

Question 33

_________ imply nothing about change; _________ outline how organizations will get to the desired state.

A) Missions; visions
B) Visions; strategic plans
C) Strategic plans; SWOT analyses
D) SWOT analyses; visions
E) Visions; missions

Question 34

The _______ for Mortimer,Inc.is "We build the world's best mousetraps."

A) mission statement
B) vision statement
C) strategic plan
D) SWOT analysis
E) values statement

Question 35

Which of the following is not an underlying assumption of many models of change?

A) People never change.
B) Resistance is found even when the goals of change are highly desirable.
C) Change involves both learning and unlearning.
D) Effective change requires reinforcement.
E) There must be motivation to change.

Question 36

Abis Sneakers & Stuff states that it plans to be "the number one athletic company in the world." What does this represent?

A) strategic plan
B) vision
C) mission statement
D) SWOT analysis
E) organizational structure

Question 37

In the last step of Lewin's model of change,_________,role modeling is probably the most powerful way to get others to follow.

A) changing
B) refreezing
C) motivation
D) resistance
E) unfreezing

Question 38

__________ are exemplified by persistently high unemployment levels among young people around the world creating a strong force for change felt by governments and organizations.

A) Social pressures
B) Market changes
C) Political pressures
D) Technological advancements
E) Demographic characteristics

Question 39

Which of the following is not an example of an internal force for change?

A) employee dissatisfaction
B) change of CEO
C) high absenteeism
D) excessive conflict between managers and the board of directors
E) negative feedback from customers

Question 40

Sweetie's Sweets is a hospitality company,whose __________ is "dedicated to providing high-quality desserts in a comfortable atmosphere for clients who seek a fun gourmet experience outside restaurants."

A) strategic plan
B) vision statement
C) mission statement
D) SWOT analysis
E) organizational structure

Question 41

Janis is in charge of marketing for a department store sale.During previous sales,she has had success using only radio advertisements to draw customers into the store for a sale.A colleague suggests TV commercials as another approach to marketing.Janis is resistant to change because she knows that the radio advertisements have worked.What form of resistance to change is Janis exhibiting?

A) climate of mistrust
B) peer pressure
C) lack of tact
D) loss of job security
E) past success

Question 42

The recommended way to look at resistance to change is to view it as caused by

A) primarily the personality of the recipient.
B) recipient characteristics, change agent characteristics, and the relationship between the change agent and the recipient.
C) mistakes the change agent makes and personal distress.
D) cultural differences only.
E) personal distress and cutural differences.

Question 43

Jeremy is a business student at ABC University.He is currently enrolled for 18 credits,mostly of quantitative courses with high workloads.He also works 25 hours a week as a bartender.Final exams are coming soon and he is worried about his grades.How would you characterize the cause(s)of Jeremy's stress?

A) conflicting expectations
B) perceived control over events
C) unclear expectations
D) work overload
E) job characteristics

Question 44

Which of these is an analytical framework that can help your company develop a strategic plan?

A) competing values analysis
B) SWOT analysis
C) systems analysis
D) force field analysis
E) organization development analysis

Question 45

In organizational development (OD),you can approach the organization as if it were a sick patient.Which of the following is about this approach to OD?

A) "Refreeze" its mission statement.
B) "Diagnose" its ills.
C) Prescribe an "intervention."
D) "Evaluate" progress or effectiveness.
E) Implement an "intervention."

Question 46

The __________ includes inputs,strategic plans,target elements of change,and outputs.It is a very practical approach that can diagnose what to change and how to evaluate the success of a change effort.

A) organizational structure plan
B) systems model of change
C) social factors method
D) organizational arrangement
E) three-stage model of planned change

Question 47

An example of a stressor at the group level is

A) excessive job demands.
B) a manager providing inadequate direction.
C) a high-pressure environment.
D) life-work imbalance.
E) a job with no autonomy.

Question 48

Nola graduated from her MBA program last year and took on a high-paying position as a consultant-in-training at McCrabree Consulting.She often works 60-80 hours per week,and mostly her assignments are in cities across the country; she rarely stays home for more than two days at a time.This is all part of the way consulting operates,as she was told by the people who ran the firm's orientation session.In fact,at that session,the facilitator brought in consultants who had worked at the firm for several years who stressed that the firm believes in pushing employees to the limit.Nola is definitely feeling the stress! What would you characterize as the level of her stressors?

A) individual
B) managerial
C) group
D) organizational
E) extra-organizational

Question 49

The stages of OD are,in order,

A) diagnosis, evaluation, intervention, and feedback.
B) evaluation, diagnosis, intervention, and feedback.
C) feedback, evaluation, diagnosis, and intervention.
D) evaluation, feedback, diagnosis, and intervention.
E) diagnosis, intervention, evaluation, and feedback.

Question 50

The step of Kotter's eight-step model that involves the guiding coalition using credibility from short-term wins to create more change is

A) establishing a sense of urgency.
B) communicating the change vision.
C) empowering the broad-based action.
D) consolidating gains.
E) anchoring new approaches in the culture.

Question 51

A(n) ______ is someone who is a catalyst in helping organizations to deal with old problems in new ways.

A) recipient
B) mentor
C) initiator
D) change agent
E) dynamic force

Question 52

Sam has worked for the company for 30 years and is very good,although slow at his job of putting together reports on the department's performance.Recently,Susan,his new manager,talked with him about adopting a new software program that would make his job easier and quicker to accomplish,and allow him to take on additional responsibilities.Sam doesn't want to adopt this new software because his old way of doing the reports has worked just fine.How would you describe the most likely cause of Sam's resistance?

A) fear of failure
B) loss of status
C) dispositional resistance
D) past success
E) peer pressure

Question 53

Harold's boss has just told him that he will be moved to a new office in order to allow space for a new copier for the office.Harold is very unhappy with the prospect of having to pack up all his things and then reorganize them in his new area.He also is having trouble understanding why the new copier has to be in his space,instead of someone else's.How would you describe the most likely cause of Harold's resistance?

A) fear of failure
B) loss of status
C) dispositional resistance
D) fear of the unknown
E) peer pressure

Question 54

________ is(are)an example of a stressor at the individual level.

A) Excessive job demands
B) A manager providing inadequate direction
C) A high-pressure environment
D) Life-work imbalance
E) An unreliable team member

Question 55

The business department at WhatsUp University is planning to split into two departments,one for accounting and finance and another for marketing and management.As a result,the present department chair,Professor Bland,will lose his full-time release from teaching and also share his position on the dean's council with whoever the other department chair will be.He is against the change,stating that it will cause many problems.How would you describe the most likely cause of Dr.Bland's resistance?

A) fear of failure
B) loss of status
C) dispositional resistance
D) fear of the unknown
E) peer pressure

Question 56

Brandon is Mark's manager.When the leader of Mark's team leaves,Mark is given additional responsibilities as acting team leader.Brandon wants him to take the team in a new direction.However,the company does not give Mark a raise or promise of a bonus.What mistake has Brandon,the change agent,made?

A) Brandon has exhibited poor leadership style.
B) Brandon had poor timing.
C) Brandon had a lack of tact.
D) Brandon disrupted cultural traditions.
E) Brandon failed to legitimize change.

Question 57

As part of developing its next strategic plan,Mortimer,Inc.,assesses what it does well and what it does poorly,as well as reviews the environmental threats and opportunities.It is conducting a(n)

A) competing values analysis.
B) SWOT analysis.
C) systems analysis.
D) force field analysis.
E) organization development analysis.

Question 58

Jamie is a prize-winning weightlifter who desires to increase the amount of weight she can bench press in a matter of weeks.When a person aims for a goal with a deadline,it can be a source of stress.However,Jamie has enough time to work steadily toward a realistic goal.This is known as "good" stress or

A) un-stress.
B) de-stress.
C) eustress.
D) positive stress.
E) distress.

Question 59

_________ is the step of Kotter's eight-step model that involves eliminating barriers to change.

A) Establishing a sense of urgency
B) Communicating the change vision
C) Empowering the broad-based action
D) Generating short-term wins
E) Anchoring new approaches in the culture

Question 60

Which of the following is about stress?

A) The complete absence of stress is death.
B) Stress can have positive consequences.
C) All stress is bad.
D) Stress is not something to be avoided.
E) Stress is not merely tension.

Question 61

________ is a coping strategy in which you avoid or ignore stressors.

A) Escape
B) Symptom management
C) Primary
D) Secondary
E) Outcome control

Question 62

Which of the following is an approach used because it is speedy and can overcome any kind of resistance?

A) facilitation and support
B) explicit and implicit coercion
C) manipulation and co-optation
D) participation and involvement
E) education and commitment

Question 63

The facilitation and support approach to overcoming resistance to change should be used when

A) there is a lack of information.
B) the initiators do not have all the information they need to make the change.
C) people are resisting because of adjustment problems.
D) someone will clearly lose out in the change, and that person has considerable power to resist.
E) speed is essential and the initiators have considerable power.

Question 64

The advantage of _________ as a means of overcoming change is that once persuaded,people will often help with the implementation of the change.

A) facilitation and support
B) explicit and implicit coercion
C) negotiation and agreement
D) participation and involvement
E) education and communication

Question 65

________ is a stress-reduction technique that uses electronic monitors to train people to detect muscular tension.

A) Muscle relaxation
B) Meditation
C) Biofeedback
D) Holistic wellness
E) Cognitive restructuring

Question 66

The first step of the ABCDE method of cognitive restructuring is

A) identify the consequences of your beliefs.
B) list your beliefs about the event or problem.
C) describe how energized and empowered you feel at the moment.
D) formulate a counterargument for your initial thoughts and beliefs.
E) name the event or problem.

Question 67

__________ are perceptions of whether a stressor is irrelevant,positive,or negative.

A) Coping strategies
B) Primary appraisals
C) Secondary appraisals
D) Tertiary appraisals
E) Escape strategies

Question 68

Claire is working 24/7 to meet a deadline.She often uses _________,a method for stress reduction that involves slow,deep breathing.

A) muscle relaxation
B) meditation
C) cognitive restructuring
D) holistic wellness
E) biofeedback

Question 69

The advantage of _________ as a means of overcoming change is that it can be a relatively quick and inexpensive solution to resistance problems.

A) facilitation and support
B) explicit and implicit coercion
C) manipulation and co-optation
D) participation and involvement
E) education and commitment

Question 70

Social and political pressures can cause organizations to need to change.Discuss some of these pressures that are affecting many organizations today,and explain how organizations can be ready for them.Provide specific examples.

Question 71

Tony has a full courseload and a full-time job.He has tried everything he can think of to help him deal with his stress,but nothing has worked.He plans to go see a counselor next week.What method relies on therapeutic intervention?

A) muscle relaxation
B) meditation
C) cognitive restructuring
D) holistic wellness
E) biofeedback

Question 72

The education and communication approach to overcoming resistance to change should be used when

A) there is a lack of information.
B) the initiators do not have all the information they need to make the change.
C) people are resisting because of adjustment problems.
D) someone will clearly lose out in the change, and that person has considerable power to resist.
E) speed is essential and the initiators have considerable power.

Question 73

Meghan is a little stressed over an assignment.She just can't seem to identify an easy way to get this work done,but she's not one to give up.Finally,she says: "If this way fails,I can always try another method." This indicates a positive

A) coping strategy.
B) primary appraisal.
C) secondary appraisal.
D) tertiary appraisal.
E) escape strategy.

Question 74

Barbara is managing two franchises and is a single mother of three children.Which stress-reduction technique would Barbara find inexpensive and easy to use?

A) muscle relaxation
B) biofeedback
C) cognitive restructuring
D) holistic wellness
E) therapy

Question 75

When _________,the explicit and implicit coercion approach to overcoming resistance to change should be used.

A) there is a lack of information
B) the initiators do not have all the information they need to make the change
C) people are resisting because of adjustment problems
D) someone will clearly lose out in the change, and that person has considerable power to resist
E) speed is essential and the initiators have considerable power

Question 76

_________ is the last step of the ABCDE method of cognitive restructuring.

A) To identify the consequences of your beliefs
B) To list your beliefs about the event or problem
C) To describe how energized and empowered you feel at the moment
D) To formulate a counterargument for your initial thoughts and beliefs
E) To name the event or problem

Question 77

JerryUp was one of the original cell phone providers.While it remained profitable for many years,after the advent of the Apple iPhone,the company realized that it missed its opportunity to stay in the lead of the cell phone market.

Question 78

When other tactics will not work or are too expensive,the best approach to overcoming resistance to change is

A) facilitation and support.
B) explicit and implicit coercion.
C) manipulation and co-optation.
D) participation and involvement.
E) education and commitment.

Question 79

The negotiation and communication approach to overcoming resistance to change should be used when

A) there is a lack of information.
B) the initiators do not have all the information they need to make the change.
C) people are resisting because of adjustment problems.
D) someone will clearly lose out in the change, and that person has considerable power to resist.
E) speed is essential and the initiators have considerable power.

Question 80

__________ is a method for stress reduction that involves directing thoughts away from yourself.

A) Muscle relaxation
B) Meditation
C) Cognitive restructuring
D) Holistic wellness
E) Biofeedback