Question 1

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?

Accepted Answer

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

Question 2

According to Jim Collins, a highly capable individual who makes productive contributions through talent, knowledge, skills, and good work habits is most likely to be categorized under _____ of the Level 5 hierarchy.

Accepted Answer

A) Level 1 
B) Level 2 
C) Level 3 
D) Level 4 
E) Level 5

Question 3

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

Accepted Answer

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 4

Explain the concept of "tyranny of the or."

Accepted Answer

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Question 5

What is organizational ambidexterity? List some practices companies can uphold to develop it.

Accepted Answer

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Question 6

Which of the following methods of managing resistance to change is used in the third approach?

Accepted Answer

A) Education and communication 
B) Facilitation and support 
C) Negotiation and rewards 
D) Cooptation 
E) Coercion

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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 ____.

Accepted Answer

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

Question 9

Which of the following is a characteristic of learning leaders?

Accepted Answer

A) They exchange knowledge cautiously. 
B) They merely commit to their own continuous learning. 
C) They often devote time to their colleagues. 
D) They use personalized power to manipulate others. 
E) They tend to stay within the comfort zone.

Question 10

Total organization change involves introducing and sustaining

Accepted Answer

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 11

Discuss education and communication as a method for managing resistance to change. Identify its advantage and drawback.

Accepted Answer

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Question 12

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

Accepted Answer

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

Question 13

Which of the following is a cause for complacency?

Accepted Answer

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 14

Tactics to stop complacency include

Accepted Answer

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 15

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

Accepted Answer

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

Question 16

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

Accepted Answer

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 17

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?

Accepted Answer

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 18

Discuss participation and involvement as a method for managing resistance to change. Explain its advantages.

Accepted Answer

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Question 19

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

Accepted Answer

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

Question 20

_____ 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.

Accepted Answer

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

Exam 18: Creating and Leading Change