Question 1

In the process of motivating change,moving refers to:
A) the management's realization that its current practices are no longer appropriate.
B) strengthening the new behaviors that support the change.
C) instituting the change,which begins with establishing a vision.
D) the process of identifying performance gaps.
E) the process of breaking from the old ways of doing things.

Accepted Answer

The step of moving to institute the change begins with establishing a vision of where the company is heading.The vision can be realized through strategic,structural,cultural,and individual change.

Question 2

Realizing that current practices are inappropriate and that new behavior must be enacted is a required stage for managing resistance called ____.
A) stabilizing
B) moving
C) storming
D) norming
E) unfreezing

Accepted Answer

In the unfreezing stage,management realizes that its current practices are no longer appropriate and the company must break out of (unfreeze)its present mold by doing things differently.People must come to recognize that some of the past ways of thinking,feeling,and doing things are obsolete.

Question 3

The three basic stages of motivating people to change within an organization are:
A) unfreezing,moving,and refreezing.
B) mobilizing,moving,and stabilizing.
C) planning,instituting,and evaluating.
D) storming,norming,and performing.
E) isolating,transferring,and implementing.

Accepted Answer

Motivating people to change often requires three basic stages: unfreezing (breaking from the old ways of doing things),moving (instituting the change),and refreezing (reinforcing and supporting the new ways).

Question 4

Even after MP3 players became an accepted technology,some people still resisted using them because they were comfortable with their old ways of listening to music.The reason for this type of resistance to change is most likely to be ____.
A) surprise
B) peer pressure
C) differing assessments
D) inertia
E) timing

Accepted Answer

Inertia refers to the fact that people don't want to disturb the status quo.The old ways of doing things are comfortable and easy,so people don't want to try something new.

Question 5

Strategic,technostructural,human resources management,and human process are types of:
A) awareness building techniques.
B) organization behavior modification approaches.
C) organization development interventions.
D) total quality management systems.
E) affirmative action programs.

Accepted Answer

The basic types of organization development (OD)techniques are strategic interventions,technostructural interventions,human resources management interventions,and human process interventions.

Question 6

Organizational _____ refers to being able to achieve multiple objectives at the same time.
A) reciprocity
B) multiplexity
C) ambidexterity
D) agility
E) flexibility

Accepted Answer

The genius of the and-more academically,organizational ambidexterity-refers to an organization's ability to achieve multiple objectives at the same time.

Question 7

The systemwide application of behavioral science knowledge to develop,improve,and reinforce the strategies,structures,and processes that lead to organizational effectiveness is referred to as organization ____.
A) development
B) restructuring
C) ambidexterity
D) reengineering
E) positioning

Accepted Answer

Organization development (OD)is a systemwide application of behavioral science knowledge to develop,improve,and reinforce the strategies,structures,and processes that lead to organization effectiveness.

Question 8

As the new project manager of a call center,Phil notes that the quality of customer service at the center is not satisfactory.In his estimation,the current service is not what it should or could be.By making this comparison,Phil has:
A) started a service initiative.
B) uncovered a performance gap.
C) performed a force-field analysis.
D) discovered a need for job posting.
E) identified adapters.

Accepted Answer

A performance gap is the difference between actual performance and the performance that should or could exist.As an impetus for change,a performance gap can apply to the organization as a whole;it also can apply to departments,groups,and individuals.

Question 9

When employees receive less or incorrect 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

Accepted Answer

Change-specific reasons for resistance include different assessments.Employees receive different and usually less information than management receives.Even within top management ranks,some executives know more than others do.Such discrepancies cause people to develop different assessments of proposed changes.Some may be aware that the benefits outweigh the costs,while others may see only the costs and not the advantages.

Question 10

_____ interventions of organization development help organizations conduct mergers and acquisitions and develop alliances.
A) Strategic
B) Technostructural
C) Human resources management
D) Human process
E) Operational

Accepted Answer

Strategic interventions are organization development techniques that include helping organizations conduct mergers and acquisitions,change their strategies,and develop alliances.

Question 11

Which of the following is true about resistance to change?
A) General reasons for resistance to change include self-interest,misunderstanding,and management tactics.
B) Usually managers tend to overestimate the amount of resistance they will encounter.
C) All employees of an organization often tend to show the same level of resistance to change.
D) People at all levels of their organizations,from entry-level to executives,resist change.
E) Change-specific reasons for resistance to change include peer pressure,surprise,and timing.

Accepted Answer

Some people resist change more than others,but managers tend to underestimate the amount of resistance they will encounter.People at all levels of their organizations,from entry-level workers to top executives,resist change.

Question 12

Which of the following statements about organization development is accurate?
A) It is typically a narrow improvement in technology or operations.
B) It is not directly concerned with technical aspects of the organization.
C) It often creates barriers to human potential and employee development.
D) It primarily aims to increase profitability of the firm.
E) It tends to inhibit organization ambidexterity.

Accepted Answer

The behavioral science component of organization development (OD)means that it is not directly concerned with economic,financial,or technical aspects of the organization,although they may benefit through changes in the behavior of the people in the organization.

Question 13

Which of the following types of resistance to change is likely to result when employees do not see how the change fits with the firm's strategy or its advantage over current practices?
A) Surprise
B) Timing
C) Inertia
D) Misunderstanding
E) Self-interest

Accepted Answer

Change-specific reasons for resistance include misunderstanding.Even when management proposes a change that will benefit everyone,people may resist because they don't fully understand it.People may not see how the change fits with the firm's strategy,or they simply may not see the change's advantage over current practices.

Question 14

The final step in managing resistance involves strengthening new behaviors that support a change and is referred to as ____.
A) solidifying
B) moving
C) stabilizing
D) enforcing
E) refreezing

Accepted Answer

Refreezing means strengthening the new behaviors that support the change.Refreezing involves implementing control systems that support the change,applying corrective action when necessary,and reinforcing behaviors and performance that support the agenda.

Question 15

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

Accepted Answer

Change-specific reasons for resistance include management tactics.Management may attempt to force the change and may fail to address concerns in order to develop employee commitment.Or it may fail to provide the necessary resources,knowledge,or leadership to help the change succeed.

Question 16

_____ interventions of organization development include conflict resolution,team building,communication,and leadership.
A) Strategic
B) Technostructural
C) Human resource management
D) Human process
E) Operational

Accepted Answer

Human process interventions are organization development techniques that include conflict resolution,team building,communication,and leadership.

Question 17

_____ interventions of organization development relate to organization design,employee involvement,and work design.
A) Strategic
B) Technostructural
C) Human resources management
D) Human process
E) Operational

Accepted Answer

Technostructural interventions are organization development techniques that include relating to organization structure and design,employee involvement,and work design.

Question 18

Identifying the specific forces that prevent people from changing and those that will drive people toward change is called ____.
A) force-field analysis
B) strategic maneuvering
C) operational planning
D) trend analysis
E) situational assessment

Accepted Answer

One technique that helps to manage the change process,force-field analysis,involves identifying the specific forces that prevent people from changing and the specific forces that will drive people toward change.Managers operating under this concept investigate forces acting in opposite directions.

Question 19

Which of the following change-specific reasons for resistance is likely to occur when people think a change will cause them to lose something of value?
A) Misunderstanding
B) Management tactics
C) Self-interest
D) Surprise
E) Different assessments

Accepted Answer

Change-specific reasons for resistance include self-interest.Most people care less about the organization's best interest than they do about their own best interests.They will resist a change if they think it will cause them to lose something of value,like a job or a feeling of competence.

Question 20

Which of the following steps of motivating people to change begins with establishing a vision of where the company is heading?
A) Freezing
B) Moving
C) Refreezing
D) Unfreezing
E) Leading

Accepted Answer

The step of moving to institute the change begins with establishing a vision of where the company is heading.The vision can be realized through strategic,structural,cultural,and individual change.

Quiz 18: Creating and Leading Change

In the process of motivating change,moving refers to:

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

The three basic stages of motivating people to change within an organization are:

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

Strategic,technostructural,human resources management,and human process are types of:

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

The systemwide application of behavioral science knowledge to develop,improve,and reinforce the strategies,structures,and processes that lead to organizational effectiveness is referred to as organization ____.

As the new project manager of a call center,Phil notes that the quality of customer service at the center is not satisfactory.In his estimation,the current service is not what it should or could be.By making this comparison,Phil has:

When employees receive less or incorrect information about an organizational change or its implementation,they are likely to resist the change due to ____.

_____ interventions of organization development help organizations conduct mergers and acquisitions and develop alliances.

Which of the following is true about resistance to change?

Which of the following statements about organization development is accurate?

Which of the following types of resistance to change is likely to result when employees do not see how the change fits with the firm's strategy or its advantage over current practices?

The final step in managing resistance involves strengthening new behaviors that support a change and is referred to as ____.

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 ____.

_____ interventions of organization development include conflict resolution,team building,communication,and leadership.

_____ interventions of organization development relate to organization design,employee involvement,and work design.

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

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

Which of the following steps of motivating people to change begins with establishing a vision of where the company is heading?