Question 1

Motivating people to change often requires three basic stages. One of these is ________, or strengthening the new behaviors that support the change.

Accepted Answer

Refreezing is the stage in which new behaviors are strengthened and reinforced, making them a permanent part of the individual's repertoire. This involves consolidating the changes made during the previous stages and integrating them into the person's identity and lifestyle.

Question 2

________ will lead to sustained, superior performance in organizations.

Accepted Answer

Fine-tuning strategies continually based on marketplace changes allows organizations to adapt to changing conditions and improve their performance over time. Limiting information exchange, focusing solely on competitors, limiting decision-making authority, and believing in the singular attainment of goals can all hinder an organization's ability to perform at a high level.

Question 3

The CEO of Star Group is implementing changes to the company that will be difficult for the employees. The best approach to managing resistance to change would be to ________ the staff about the upcoming changes, before they occur, and to ________ the nature of the change and its logic.

Accepted Answer

The best approach to managing resistance to change is to educate the staff about the upcoming changes, before they occur, and to communicate the nature of the change and its logic. This will help employees understand the reasons for change and how it will affect the company, as well as help them prepare for the changes that are coming. This approach will minimize resistance and make the transition smoother.

Question 4

"We've had to cut our overhead expenses, and we let go several of our support staff," said J. Richard Peale, Managing Partner of Lockstill and Ratcliffe LLC. "However, I am counting upon each of us to creatively deliver even better legal services to our clients, although we've each had to pick up extra work that was previously done by our support staff." J. Richard is counting upon his team to subscribe to the belief known as the ________, the ability to achieve multiple objectives at the same time.

Accepted Answer

The phrase "genius of the and" refers to the ability to achieve multiple objectives at the same time, which is what J. Richard Peale is counting upon his team to do in order to deliver better legal services despite the reduction in support staff.

Question 5

When people are resistant to a change because of adjustment problems, the most effective way to manage the resistance is through

Accepted Answer

When people are resistant to change because of adjustment problems, the most effective way to manage the resistance is through training and other resources. This involves providing employees with the relevant skills and knowledge needed to adapt to the change, as well as resources such as support groups, coaching, and mentoring. It helps employees understand the reasons behind the change, what to expect, and how to adjust.

Question 6

________ intervention involves improving conflict resolution, team building, communication, and leadership.

Accepted Answer

The intervention mentioned involves improving human processes such as conflict resolution, team building, communication, and leadership. Therefore, the best choice is D - human process intervention.

Question 7

In return for cooperating with the management in the implementation of a major organizational change, Evergreen Electronics provided an annual bonus to all its employees. This method for managing resistance to change exemplified

Accepted Answer

The annual bonus provided to all employees is an example of incentives and rewards used to manage resistance to change.

Question 8

Stephanie Miller, factory manager at Stratford Manufacturing, told his shift supervisor, "Billy, our target reject rate is 1.5 percent or less. Your shift usually does a lot better than that, but your reject rate has been averaging 3 percent for the past month. That's unacceptable." Stephanie has identified a

Accepted Answer

Stephanie has identified a performance gap, which is the difference between the expected performance and the actual performance. She has identified that Billy's shift is not meeting the target reject rate and has communicated that it is unacceptable.

Question 9

Patricia, a secretary at a law firm, had a comfortable job with fixed working hours. Suddenly, her boss informed her that starting next week, she would be required to work extra hours. He said that the firm had received many new clients; therefore, the workload had increased. Taken aback by the unanticipated change, Patricia refused to comply with her boss's wishes. Patricia resisted the change because

Accepted Answer

The passage clearly states that Patricia was "taken aback by the unanticipated change," indicating that the change was unexpected and took her by surprise. Therefore, the best choice is B.

Question 10

The ________ refers to the belief that things must be either A or B and cannot be both.

Accepted Answer

The phrase "tyranny of the or" refers to the belief that things must be either one way or the other, and this often limits our thinking and problem-solving abilities.

Question 11

________ intervention relates to enhancing organization structure and design, employee involvement, and work design.

Accepted Answer

Technostructural intervention is focused on improving the design and structure of an organization, as well as increasing employee involvement and improving work design. This type of intervention often includes changes to job roles, responsibilities, and reporting structures.

Question 12

A world-class organization

Accepted Answer

A world-class organization seeks to apply the best and latest knowledge and ideas, not just strive for improvement. They focus on innovation and continuous growth, using the most advanced techniques and technologies. Producing goods at the lowest cost possible and solely focusing on competition are not the primary goals of a world-class organization. Additionally, a bureaucratic organizational structure can hinder creativity and flexibility, which are essential to being a world-class organization.

Question 13

An essential characteristic of enduringly great companies is that they

Accepted Answer

Enduringly great companies constantly adapt to changing market conditions, customer preferences, and technological advancements. They understand that they cannot rest on their past successes and must be willing to undertake continuous change in order to remain competitive and relevant.

Question 14

________ is a method to manage resistance that managers sometimes resort to when they must lay down the law.

Accepted Answer

Punishment and threats is a method of managing resistance that involves using fear of negative consequences to maintain control over employees. This method is often seen as authoritarian and can lead to resentment and further resistance. It should be used sparingly and as a last resort.

Question 15

The ________ refers to the ability to achieve multiple objectives at the same time.

Accepted Answer

The "genius of the and" refers to the ability to achieve multiple objectives at the same time, which is a valuable skill in business and management. The other answer choices are not related to this concept.

Question 16

Increasing ________ involves improving an organization's ability to respond to customers, stockholders, governments, employees, and other stakeholders, which results in better-quality products, higher financial returns, and high quality of work life.

Accepted Answer

Organizational effectiveness refers to the ability of an organization to achieve its goals, fulfill its mission, and meet the needs and expectations of its stakeholders. It involves continuously improving the way an organization operates, coordinates its resources, allocates its budgets, and measures its performance. This includes improving customer satisfaction, increasing financial returns, and enhancing the quality of work life for employees. Micromanagement, management myopia, groupthink, and organizational bureaucracy are all potential barriers to organizational effectiveness.

Question 17

"Our new start-up has an innovative product, a new website, and a new name. I'm eager to talk to potential customers. Why do we have to spend so much time in planning and strategy?" asked Jonathan. "Because I want to build a company that is enduringly great," replied Stan, CEO of TruLife Group, "and that requires that we have ________, know what they are and what they mean, and live by them, year after year."

Accepted Answer

To build a company that is enduringly great, it is essential to have core values, know what they are and what they mean, and live by them, year after year. This will guide the company's actions and decisions, and create a strong and consistent culture.

Question 18

"Brian, your group members are going to resist that change, regardless of the content of the change. That's human nature. The old ways of doing things are comfortable and easy, so your staff will not want to try something new. That's called ________," said Brian's manager and mentor.

Accepted Answer

Inertia refers to the resistance to change that is inherent in human nature. It is the tendency to stick to the familiar rather than exploring new options.

Question 19

________ intervention involves attracting good people, setting goals, and appraising and rewarding performance.

Accepted Answer

This intervention involves attracting and retaining good people (recruitment and selection), setting goals (performance management), and appraising and rewarding performance (compensation and benefits). These are all functions of human resources management. Strategic intervention involves overall planning and direction of the organization, technostructural intervention involves designing the organization and its processes, marketing intervention involves promoting products and services, and tactical intervention involves specific actions to achieve a goal.

Question 20

________ is best described as a systemwide application of behavioral science knowledge to develop, improve, and reinforce the strategies, structures, and processes that lead to organization effectiveness.

Accepted Answer

Organization development is the systemwide application of behavioral science knowledge to develop, improve, and reinforce the strategies, structures, and processes that lead to organization effectiveness. Management myopia is a short-sighted approach to management, development project refers to a specific project aimed at achieving a specific goal, groupthink is a phenomenon where group pressures lead to a deterioration of mental efficiency, and micromanagement is excessive control and intervention in the details of an activity.

Quiz 15: Innovating and Changing