Question 1

Problem setting is most accurately defined as the process of determining where solving a problem falls in priority with regard to other problems that must be addressed.

Accepted Answer

A) True 
 B)False  False

Question 2

Reaching consensus in a decision-making process means that all members of the group are in full agreement and would take the same action if acting independently.

Accepted Answer

A) True 
 B)False  False

Question 3

The process of clearly defining a problem or naming the problem so that you will pay attention to information that you identify as relating to the problem and ignore information that you feel is extraneous might best be called:

Accepted Answer

A)   Change management.
B)   Process flow.
C)   Obstacle definition.
D)   Problem setting. D

Question 4

Which of the following was not identified as one of four models of change agency by Caldwell and included in Chapter 11?

Accepted Answer

A)   Individualist models
B)   Consultancy models
C)   Management models
D)   Leadership models

Question 5

When individuals are exposed to strategies that emphasize political, economic, or regulatory sanctions, this best aligns with which of the following sets of strategies for change described by Bennis, Benne, and Chin?

Accepted Answer

A)   Normative/persuasive
B)   Educative/empirical
C)   Power/coercive
D)   Educative/rational

Question 6

The literature on change agency suggests that there is a universal model of change agency that encompasses most of the existing literature.

Accepted Answer

A) True 
 B)False

Question 7

Information that could lead to the identification of patients and therefore must not be shared without the express permission of the patient would best be called:

Accepted Answer

A)   Confidential health data.
B)   Protected heath information.
C)   Minimal data sets.
D)   Federally limited data.

Question 8

Which of the following describes members of Generation Y, also known as the millennial generation?

Accepted Answer

A)   They like to set and achieve shared goals, value loyalty to the organization, and balance work with caring for children and aging parents.
B)   They are team-oriented, technologically savvy, extremely effective with multitasking, and value flexible schedules and work that contributes to a socially responsible goal.
C)   They value autonomy, independence, and immediate results.
D)   None of the above.

Question 9

An individual, internal or external to the organization, who plays a significant role in fostering and promoting change within an organization and who fosters change with an organization's best interest in mind might best be called a:

Accepted Answer

A)   Driving force.
B)   Change agent.
C)   Transactional agent.
D)   Restraining force.

Question 10

Which of the following best describes force-field analysis?

Accepted Answer

A)   It involves an analysis of both driving and restraining forces to change.
B)   It is likely to arise when individuals perceive that they have no influence over whether to change or how to change.
C)   It involves learning to recognize the unwritten rules involved in organizational culture.
D)   It involves understanding your assumptions and learning to recognize the assumptions of others about change.

Question 11

Principles of change management that are commonly cited in the literature include which of the following?

Accepted Answer

A)   Theoretical models and frameworks that guide organization members' and researchers' thinking about organizational change
B)   Approaches and tools for creating and managing change
C)   Outcomes of the process of change management
D)   All of the above

Question 12

A type of decision in which all parties have agreed to support the plan of action fully even if it is not how they would act if they were acting alone might best be called:

Accepted Answer

A)   Negotiation.
B)   Problem resolution.
C)   Consensus.
D)   Problem setting.

Question 13

Force-field analysis is a decision-making tool that helps to identify both driving and restraining forces in regard to a specific decision.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is not one of the three strategies for fostering individual change identified by Bennis, Benne, and Chin (1985) and still commonly cited in the literature?

Accepted Answer

A)   Educative or empirical-rational
B)   Consultative-negotiation
C)   Normative or persuasive
D)   Power-coercive

Question 15

Visual representations of work processes that identify the boundaries of a work process, the major stakeholders of the process, and the steps to complete the process are best called:

Accepted Answer

A)   Process flow diagrams.
B)   Venn diagrams.
C)   Systems diagrams.
D)   Process analysis diagrams.

Question 16

Change related to everyday issues, such as how to get things done, is best called:

Accepted Answer

A)   Transformational change.
B)   Transactional change.
C)   Strategic change.
D)   Operational change.

Question 17

Which of the of the following is true in regard to Lewin's simple model of change that views change as three phases: unfreeze, change, and refreeze?

Accepted Answer

A)   The model can help you identify different strategies to facilitate change at each stage.
B)   The model is highly applicable to individuals but has been proven ineffective in its use with groups and populations.
C)   This model is actually complex with many subphases and is not recommended for use by the novice manager.
D)   The model has been shown to have limited utility when applied in healthcare settings.

Question 18

Which of the following is most accurate in regard to the characterization of the literature on change presented in Chapter 11?

Accepted Answer

A)   The literature focuses almost exclusively on change in individuals.
B)   The literature focuses almost exclusively on change in groups.
C)   The literature focuses almost exclusively on change in organizations.
D)   The literature is broadly based and focuses on individuals, groups, and organizations.

Question 19

The stage of the Transtheoretical Stages of Change model in which individuals are aware of a problem and the need to change and are considering taking action, but have made no commitment to any specific action would best be called:

Accepted Answer

A)   Precontemplation.
B)   Planning.
C)   Consideration.
D)   Contemplation.

Question 20

According to the transtheoretical model of change, which of the following is not a specific stage of change?

Accepted Answer

A)   Precontemplation
B)   Contemplation
C)   Avoidance
D)   Action

Exam 11: Managing Change and Solving Problems