Deck 11: Managing Organizational Change, Resistance, and Conflict

Question 1

An initiating sponsor must stay with the project to the end if it is to succeed.

Answer 1

False

Question 2

Stress is usually only associated with negative change (dread).

Answer 2

False

Question 3

The Rational-Empirical strategy for change rests on the idea that because most people are rational, they will accept change that will benefit the overall organization.

Answer 3

False

Question 4

Experience shows that it is easier to gain compliance for a new system than acceptance.

Question 5

The contemporary view of conflict is that conflict is always negative and should be avoided whenever possible.

Question 6

People seldom resist change once they understand that the change will benefit them.

Question 7

Applying Kübler-Ross' model on grieving suggests that individuals have to ultimately like or embrace change in order to reach the acceptance stage.

Question 8

According to the Interactionist View of conflict, conflict is both necessary and beneficial.

Question 9

The use of threats and rewards in the power-coercive approach to change becomes riskier as individuals become more dependent on the organization.

Question 10

Transforming the organization so it is aligned with the execution of the chosen corporate business strategy is _____.

A) Change Management
B) Business Alignment
C) Strategy Alignment
D) Transition Management
E) Transformation Analysis

Question 11

According to Lewin's Force Field Analysis, the transition state is marked by a loss of equilibrium which lasts until the individual or organization moves to the desired state.

Question 12

According to Leavitt's model of organizational change, changes in one organizational component (people, structure, task, or technology) can impact the other three components.

Question 13

According to Lewin's Force Field Analysis, driving forces are those forces that act as barriers and drive people away from desired end states.

Question 14

Encountering too many changes that push a person past their _____ may cause them to become stressed out or exhibit dysfunctional behaviors.

A) Assimilation Tolerance
B) Tolerance Threshold
C) Change Threshold
D) Assimilation Point
E) Assimilation Threshold

Question 15

The premise of the environmental-adaptive approach is that although people avoid disruption and loss, they can still adapt to change.

Question 16

Sponsor credibility is diminished if the project's envisioned value to the organization is not realized.

Question 17

___________ is the process of adapting to change and determines our ability to handle current and future change.

A) Transition
B) Flux
C) Adoption
D) Assimilation
E) Vector shift

Question 18

Resistance should be anticipated from the beginning of the project and in fact there may be valid reasons for the resistance.

Question 19

In order to be an effective sponsor of a project, one must posses not only willingness, but also the power, in terms of authority and making resources available, to support the project.

Question 20

The Normative-reeducation strategy focuses on reeducating the work force, one person at a time until the entire organization is aligned.

Question 21

According to Leavitt's Model of Organizational Change, implementing a new information system would be an example of a change in _____.

A) technology
B) people
C) task
D) structure
E) content

Question 22

People, Structure, Technology, and Task are elements of:

A) Kubler-Ross's Model
B) Lewin's Change Process Model
C) Leavitt's Model of Organizational Change
D) Conner's Role Model
E) Davidson's Change Management Model

Question 23

The first step in the Change Management Plan is to _____, and entails defining the players and stakeholders involved in the change, their roles, and how they will interact with each other.

A) assess willingness, readiness, and ability to change
B) develop of adopt a strategy for change
C) implement the change management plan and track progress
D) evaluate experiences and develop lessons learned
E) define, develop and deploy the infrastructure

Question 24

The fourth step in the Change Management Plan is to _____, where experiences are documented and shared to identify best practices for future projects.

A) assess willingness, readiness, and ability to change
B) develop of adopt a strategy for change
C) implement the change management plan and track progress
D) evaluate experiences and develop lessons learned
E) define, develop and deploy the infrastructure

Question 25

In Kubler-Ross's Model, _____ is the first stage characterized by shock and denial.

A) Denial
B) Anger
C) Bargaining
D) Depression
E) Acceptance

Question 26

The third step in the Change Management Plan is to _____, where milestones are identified and monitored using various tools such as the Gantt Chart and PERT Chart.

A) assess willingness, readiness, and ability to change
B) develop of adopt a strategy for change
C) implement the change management plan and track progress
D) evaluate experiences and develop lessons learned
E) define, develop and deploy the infrastructure

Question 27

According to Leavitt's Model of Organizational Change, new roles and responsibilities would be an example of a change in _____.

A) technology
B) people
C) task
D) structure
E) content

Question 28

According to Lewin's Change Process model _________ is making the desired state the new status quo.

A) Driving Forces
B) Resisting Forces
C) Freezing
D) Unfreezing
E) Refreezing

Question 29

The second step in the Change Management Plan is to _____, when determination is made of the process to follow in implementing the change.

A) assess willingness, readiness, and ability to change
B) develop of adopt a strategy for change
C) implement the change management plan and track progress
D) evaluate experiences and develop lessons learned
E) define, develop and deploy the infrastructure

Question 30

Denial, Anger, and Bargaining are among the stages of

A) Kubler-Ross's Model
B) Lewin's Change Process Model
C) Leavitt's Model of Organizational Change
D) Conner's Role Model
E) Davidson's Change Management Model

Question 31

According to Leavitt's Model of Organizational Change, changing from informal authority to a formal chain of command would be an example of a change in _____.

A) technology
B) people
C) task
D) structure
E) content

Question 32

The Rational-Empirical Approach is found in:

A) Kubler-Ross's Model
B) Lewin's Change Process Model
C) Leavitt's Model of Organizational Change
D) Conner's Role Model
E) Davidson's Change Management Model

Question 33

In Kubler-Ross's Model, _____ is when the person will come to grips with the change.

A) Denial
B) Anger
C) Bargaining
D) Depression
E) Acceptance

Question 34

In Kubler-Ross's Model, _____ is the second stage where the person blames whoever is responsible for the change.

A) Denial
B) Anger
C) Bargaining
D) Depression
E) Acceptance

Question 35

Driving forces, resisting forces, and states of equilibrium are associated with:

A) Kubler-Ross's Model
B) Lewin's Change Process Model
C) Leavitt's Model of Organizational Change
D) Conner's Role Model
E) Davidson's Change Management Model

Question 36

According to Leavitt's Model of Organizational Change, changing the work performed would be an example of a change in _____.

A) technology
B) people
C) task
D) structure
E) content

Question 37

In Kubler-Ross's Model, _____ is when the person experiences an overwhelming sense of loss in the status quo.

A) Denial
B) Anger
C) Bargaining
D) Depression
E) Acceptance

Question 38

According to Lewin's Change Process model _________ is a transition from the present state to the desired state.

A) Driving Forces
B) Resisting Forces
C) Freezing
D) Unfreezing
E) Changing

Question 39

In Kubler-Ross's Model, _____ is the third stage where the person will try to make deals to avoid the change.

A) Denial
B) Anger
C) Bargaining
D) Depression
E) Acceptance

Question 40

According to Lewin's Change Process model _________ is an altering of the current state's habits, perceptions, and stability.

A) Driving Forces
B) Resisting Forces
C) Freezing
D) Unfreezing
E) Refreezing

Question 41

When using the _____ approach, one party gains at the other party's expense.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 42

A useful approach to managing conflict when trying to reach an overall goal when the goal is more important that the personal interests of the parties involved is:

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 43

The _____ suggests that conflict is inevitable and natural and can be positive or negative depending on how it is handled.

A) Polarity Management View of Conflict
B) Contemporary View of Conflict
C) Change Resistance View of Conflict
D) Traditional View of Conflic
E) Interactionist View of Conflict

Question 44

The _____ attempts to gain compliance through the exercise of power, authority, rewards, or threat of punishment.

A) Rational-Empirical Approach
B) Normative-Reeducation Approach
C) Power-Coercive Approach
D) Environmental-Adaptive Approach
E) Normative-Adaptive Approach

Question 45

_____ is useful when resolving complex issues that must be solved in a short time frame and the risks and rewards are moderately high.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 46

The _____ is based upon the idea that people are social beings and that human behavior can be changed by changing the social norms of the group and can be very difficult and time-consuming.

A) Rational-Empirical Approach
B) Normative-Reeducation Approach
C) Power-Coercive Approach
D) Environmental-Adaptive Approach
E) Normative-Adaptive Approach

Question 47

A change management plan based on the _____________ should provide each individual with the purpose, a picture, and a part to play.

A) Rational-Empirical Approach
B) Normative-Reeducation Approach
C) Power-Coercive Approach
D) Environmental-Adaptive Approach
E) Empirical-Scientific Approach

Question 48

The _____ manages conflict by suppressing it before it occurs or eliminating it as soon as possible.

A) Polarity Management View of Conflict
B) Contemporary View of Conflict
C) Change Resistance View of Conflict
D) Traditional View of Conflic
E) Interactionist View of Conflict

Question 49

The approach that is based on the premise that although people avoid disruption and loss, they can still adapt to change is the:

A) Rational-Empirical Approach
B) Normative-Reeducation Approach
C) Power-Coercive Approach
D) Environmental-Adaptive Approach
E) Empirical-Scientific Approach

Question 50

The _____ attempts to abolish old ways and institute the new structure as soon as possible.

A) Rational-Empirical Approach
B) Normative-Reeducation Approach
C) Power-Coercive Approach
D) Environmental-Adaptive Approach
E) Normative-Adaptive Approach

Question 51

The _____ is based upon the idea that people will follow predictable patterns of behavior and that people will follow their own self interests.

A) Rational-Empirical Approach
B) Normative-Reeducation Approach
C) Power-Coercive Approach
D) Environmental-Adaptive Approach
E) Normative-Adaptive Approach

Question 52

The view that conflict is an important and necessary ingredient for performance is the

A) Polarity Management View of Conflict
B) Contemporary View of Conflict
C) Change Resistance View of Conflict
D) Traditional View of Conflic
E) Interactionist View of Conflict

Question 53

Sometimes when a cooling off period is a wise choice, a person would use _____.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 54

_____ focuses on retreating, withdrawing or ignoring the conflict.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 55

The approach that takes the basic view that people are social beings and the that behavior can be changed by changing the groups core values, beliefs, and relationships.

A) Rational-Empirical Approach
B) Normative-Reeducation Approach
C) Power-Coercive Approach
D) Environmental-Adaptive Approach
E) Empirical-Scientific Approach

Question 56

The view that conflict is negative and should be avoided is a part of:

A) Polarity Management View of Conflict
B) Contemporary View of Conflict
C) Change Resistance View of Conflict
D) Traditional View of Conflic
E) Interactionist View of Conflict

Question 57

When there is no common ground and you are sure you are right and when time is of the essence, one would probably take the _________ approach for managing conflict.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 58

The view that embraces conflict because teams can become stagnant and complacent if too harmonious or tranquil is the

A) Polarity Management View of Conflict
B) Contemporary View of Conflict
C) Change Resistance View of Conflict
D) Traditional View of Conflic
E) Interactionist View of Conflict

Question 59

When using _____, a person uses his or her dominant authority to resolve the conflict.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 60

The view that positive conflict should be encouraged would be posited by one who adheres to which of the following:

A) Polarity Management View of Conflict
B) Contemporary View of Conflict
C) Change Resistance View of Conflict
D) Traditional View of Conflic
E) Interactionist View of Conflict

Question 61

Describe the power-coercive approach to change.What things would a change management plan address under this approach?

Question 62

Describe the rational-empirical approach to change.What things would a change management plan address under this approach?

Question 63

Using Leavitt's model, provide an example of how an electronic commerce application would affect the organization's people, technology, task, and structure.

Question 64

What is a change sponsor? What is the difference between an initiating sponsor and a sustaining sponsor?

Question 65

_____ requires a willingness to engage in good-faith problem-solving that facilitates open and honest communication.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 66

Describe the interactionist view of conflict.

Question 67

Describe the environmental-adaptive approach to change.What things would a change management plan address under this approach?

Question 68

What is the accommodation approach to dealing with conflict? When is it most useful? When is it not appropriate?

Question 69

In your own words, define change management.

Question 70

Describe the normative-reeducation approach to change.What things would a change management plan address under this approach?

Question 71

Describe Force Field Analysis.

Question 72

Describe the contemporary view of conflict

Question 73

_____ involves confronting and attempting to resovle the problem by incorporating different ideas, viewpoints, and perspectives.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 74

Describe the three stages of Lewin's model for change.

Question 75

_____ involves one person or group giving something up in exchange for gaining something else.

A) Avoidance
B) Accommodation
C) Forcing
D) Compromise
E) Collaboration

Question 76

What is the avoidance approach to dealing with conflict? When is it most useful? When is it not appropriate?

Question 77

Why is having a change management plan important?

Question 78

What is a change agent? What role does a change agent play?

Question 79

Describe the traditional view of conflict.

Question 80

What is a target? Why are targets important to a change initiative?