Deck 18: Creating and Managing Change

Question 1

The key to successful change is people.

Answer 1

True

Question 2

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

Answer 2

True

Question 3

One of the qualities required to be a successful change agent is seeing a future that others don't see.

Answer 3

True

Question 4

A critical characteristic of success,for all the great companies studied in "Built to Last," was a set of common values that all the companies followed.

Question 5

The "systemwide" component of OD means that OD is a narrow improvement in technology.

Question 6

The basic types of OD techniques include strategic interventions,technostructural interventions,HR management interventions,and human process interventions.

Question 7

Collins and Porras argue that organizations must focus on both purpose beyond profit and pragmatic pursuit of profit.

Question 8

Change-specific reasons for resistance include self-interest and misunderstanding.

Question 9

In today's business world,an individual's ability to cope with change is related to his/her job performance,the rewards received and career success.

Question 10

According to the authors,becoming world class means continually striving to improve and nothing more.

Question 11

Employees' assessments of change can be more accurate than management's.

Question 12

Striving for world-class excellence is essential to survival and success in today's intensely competitive business world.

Question 13

The essential characteristic of great companies,according to Collins and Porras,was their relentless focus on beating the competition.

Question 14

Organizational development supports human potential.

Question 15

According to Collins and Porras,in a successful organization,long-term thinking and investment comes at the expense of demand for short-term results.

Question 16

Becoming world class applies only to the private sector.

Question 17

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

Question 18

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

Question 19

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

Question 20

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

Question 21

Refreezing is not always the best third step if it creates new behaviors that are rigid.

Question 22

Examples of ways you can "go beyond your job description" include volunteering for projects and initiating solutions.

Question 23

Being willing to seek new challenges and to reflect honestly on successes and failures is part of lifelong learning.

Question 24

Force-field analysis involves identifying the specific items that prevent people from changing and the specific things that will drive people toward change.

Question 25

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

Question 26

Too many visible resources can lead to complacency.

Question 27

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

Question 28

In the freezing 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 29

Lots of happy talk from senior management helps to avoid complacency.

Question 30

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

Question 31

In managing resistance to change due to adjustment problems,facilitation and support is the best choice.

Question 32

Failing to create a guiding coalition can endanger a change effort.

Question 33

Reactive change means anticipating and preparing for an uncertain future.

Question 34

Continuous learning is a vital route to renewable competitive advantage.

Question 35

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

Question 36

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

Question 37

The instituting of change refers to refreezing.

Question 38

One 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 39

A crucial responsibility for change leaders is to create a sense of comfort.

Question 40

Management tactics never provide a reason for resistance.

Question 41

Which of the following types of resistance to change is likely to result from not seeing the change's advantage over current practices?

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

Question 42

According to Collins and Porras,the essential characteristics of the "built to last" companies included

A)being driven by incremental goals.
B)focusing on beating the competition.
C)a strong strategy that they believe in deeply.
D)continuous change.
E)focusing on profits.

Question 43

When people have discrepant 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 44

Which of the following characteristics does it take to be a change agent?

A)Seeing a future that others don't see
B)Having the courage to take risks
C)Being able to motivate people
D)Being able to galvanize teams
E)Being able to do all of the above

Question 45

Instituting a change begins with establishing a vision of where the company is heading and is referred to as

A)freezing.
B)moving.
C)refreezing.
D)unfreezing.
E)leading.

Question 46

A key management practice that leads to sustained,superior performance is

A)leadership.
B)vision.
C)change.
D)innovation.
E)culture.

Question 47

The three basic stages of implementing change within an organization are

A)unfreezing,moving and refreezing.
B)mobilizing,moving and fastening.
C)planning,instituting and evaluating.
D)storming,norming and performing.
E)unfreezing,freezing,and thawing.

Question 48

To be world class in the management of employees means

A)striving for controlled improvement.
B)using the best and latest knowledge and ideas.
C)having infectious core values.
D)focusing on competition instead of profits.
E)operating at industry standards.

Question 49

As a new project manager of a call center,you've noted that the quality of customer service at the center is quite varied.Simply put,the service that exists at the call center is not what it should or could be.By making this comparison,you've uncovered a

A)service initiative.
B)performance gap.
C)management problem.
D)proactive need for change.
E)need for technological innovation.

Question 50

The ability to achieve multiple objectives at the same time is known as the

A)"genius of the also."
B)"tyranny of the or."
C)"tyranny of the and."
D)"genius of the and."
E)"genius of the if."

Question 51

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

A)Organizational strategy
B)Organizational development
C)Organizational ambidexterity
D)Organizational behavior
E)Leadership

Question 52

Which of the following statements about organization development (OD)is accurate?

A)OD is a narrow improvement in technology that affects change.
B)OD is not directly concerned with economic or technical aspects of the organization.
C)Under the wrong circumstances OD can do more harm than good.
D)OD aims to increase profitability of the firm.
E)OD is the main way that leaders are developed.

Question 53

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 is referred to as

A)black or white.
B)tyranny of the "or."
C)pragmatic or idealistic.
D)genius of the "and."
E)management myopia.

Question 54

When an employee realizes that he/she really doesn't disagree with a proposed change but simply "hates the way they heard the news," they are most likely resisting change because of

A)different assessments.
B)timing.
C)misunderstanding.
D)management tactics.
E)surprise.

Question 55

Which of the following was identified as a "built-to-last" company?

A)Google
B)Visa
C)Sony
D)Apple
E)Cisco Systems

Question 56

Many individuals and companies are plagued by the ______ the belief that one must choose.

A)"problem of if"
B)"tyranny of the or"
C)"glut of when"
D)"predicament of and"
E)"confusion of what"

Question 57

The system-wide application of behavioral science to organizational effectiveness is referred to as

A)organization development.
B)organization strategy.
C)organization systems.
D)organization behavior.
E)leadership.

Question 58

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

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

Question 59

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

A)freezing.
B)span of management.
C)refreezing.
D)span of control.
E)unfreezing.

Question 60

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

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

Question 61

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

A)force-field analysis.
B)meta analysis.
C)strategy analysis.
D)SWOT analysis.
E)competitive analysis.

Question 62

Change efforts seen by employees as jumping on board the latest bandwagon,called the ______ approach,should be avoided.

A)"connect the dots"
B)"fill-in-the-blanks"
C)"urgency"
D)"fad"
E)"flavor-of-the-month"

Question 63

In an organizational context,"Connecting the Dots" refers to

A)communicating the interconnectedness of all organizational teams.
B)integrating various efforts at change into a coherent picture.
C)illustrating the relationship between the current state and a desired future state.
D)facilitating interaction between organizational members.
E)a child's game using writing instruments and numbered dots.

Question 64

Which of the following is a common reason for complacency?

A)The absence of visible resources
B)A high overall performance standard
C)Insufficient performance feedback from internal sources
D)The presence of a major and visible crisis
E)Human nature

Question 65

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 66

______ requires using every possible channel and opportunity to talk up and reinforce the vision 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 67

Which of the following is an approach to managing resistance to change?

A)Evaluation and communication
B)Participation and structure
C)Promotion and support
D)Vision and communication
E)Coercion

Question 68

Which of the following statements harmonizing multiple changes is accurate?

A)There is an answer to every change situation known as the "silver bullet."
B)There is no "silver bullet" method for organization change.
C)Organization change is simple.
D)Organization change requires a single shot method.
E)Any single,small change will last.

Question 69

The process of ________ involves determining the idealized,expected state of affairs after a change is implemented.

A)communicating the change vision
B)developing a vision and strategy
C)consolidating gains and producing more change
D)generating short-term wins
E)anchoring new approaches in the culture

Question 70

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)force.

Question 71

In the process of managing change,moving refers to

A)when management realizes that its current practices are no longer appropriate.
B)the strengthening of the new behaviors that support the change.
C)instituting the change and begins with establishing a vision.
D)the process of correcting performance gaps.
E)when managers communicate a problem.

Question 72

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

A)total organization change.
B)proactive change.
C)reactive change.
D)sustainable change.
E)multi-faceted change.

Question 73

In response to resistance to a change in customer service standards from the clerks,the local department store asked for advice from clerks from each of the shifts.These clerks were then asked to assist managers in disseminating information and training other clerks regarding the new standards.The department store used which method of managing resistance to change?

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

Question 74

Reactive change

A)is incremental.
B)generates short-term wins.
C)focuses on the long-term strategy.
D)is based on a lack of sufficient performance feedback.
E)is problem-driven.

Question 75

In return for participation and cooperation in instituting a major organizational change,Terry Textiles provided each of its employees with two extra days of paid vacation.This is an example of which method of dealing with employee resistance to change?

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

Question 76

Strengthening new behaviors that support a change is known as

A)moving.
B)unfreezing.
C)freezing.
D)refreezing.
E)enforcing.

Question 77

Urgency is driven by

A)the absence of a major and visible crisis.
B)low overall performance standards.
C)compelling business reasons for change.
D)too much happy talk from senior management.
E)too many visible resources.

Question 78

Identifying crises and opportunities occurs in which activity of leading change?

A)Establishing a sense of urgency
B)Generating short term wins
C)Communicating the change vision
D)Anchoring new approaches in the culture
E)Developing a vision and strategy

Question 79

________ means putting together a group with enough power to lead a change.

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 80

Creating the future is dependent upon

A)significant investment.
B)reactive change.
C)serving articulated needs.
D)intense attention to control.
E)proactive change.