Deck 14: Making Change

Question 1

Results-oriented goals lead to more direct and urgent strategy development.

Answer 1

True

Question 2

In data collection,an opinion survey is one in which a person's behavior and reactions are recorded as a narrative.

Answer 2

False

Question 3

Kotter's change model is based on analyzing where change initiatives go wrong.

Answer 3

True

Question 4

According to William Bridges,change is the same as transition.

Question 5

In order to ensure consistency and reliability,only one method should be employed to collect data.

Question 6

Fear is the best motivator of change.

Question 7

According to Lewin,the best way to change the status quo is to increase restraining forces.

Question 8

The chance for success reduces when information pertaining to the change is made more transparent.

Question 9

Creating long-term wins is a recruiting method for success,as it nourishes faith in the change effort.

Question 10

Appreciative inquiry involves looking for what is right and effective in a system.

Question 11

According to John Kotter,the first step in a successful change intervention is raising a feeling of urgency.

Question 12

In order to establish a buy-in,one should communicate by relying on memos and reports and avoid heartfelt communications.

Question 13

In an effective planned change process,collecting data is essentially always the first step.

Question 14

According to the McKinsey 7S model,style is the procedure that employees perform to get work accomplished.

Question 15

Kotter's description of empowerment is similar to Lewin's argument about unfreezing.

Question 16

Appreciative inquiry involves asking a series of probing questions that strengthen a system's positive potential.

Question 17

Real change in an organization involves considerable overlap and skipping among various phases.

Question 18

Empowering involves rewarding in ways that inspire,promote optimism,and build self-confidence.

Question 19

According to Lewin's model,the changing stage involves overcoming inertia and breaking down existing ways of thinking.

Question 20

The best way to reinforce a singular goal is to use a balanced scorecard.

Question 21

Which of the following is true about the seven factors under McKinsey's framework?

A)Skills are the core values of the company that are evidenced in the corporate culture and the general work ethic.
B)Strategy is used to describe the leadership approach employed in the company.
C)Staff signifies how the company is organized overall and who reports to whom.
D)Style is the deployment of specific employees.
E)Systems are the procedures that employees perform to get work accomplished.

Question 22

Which of the following is true about wholeness while constructing an agenda in an appreciative inquiry?

A)It leads to trust and connectedness.
B)People explore the organization's positive change core.
C)Participants break into groups and discuss the company's potential for positive influence and impact.
D)Action-oriented statements of how the organization will function are generated.
E)Participants distill designs into a list of inspired actions.

Question 23

Resistance is an inevitable reality of change management.

Question 24

Short-term gains and highly visible rapid changes will help embed the change and gather momentum.

Question 25

Technological interventions involve organization structure and new product or service introductions.

Question 26

While presenting data,one must remember to define all areas possible in order to provide a complete presentation.

Question 27

According to Bridges,what is the largest problem with most change initiatives?

A)Framing the problem inaccurately
B)Unfreezing the wrong system components
C)Making change in increments that are too small
D)Failing to take into account the human transitions
E)Reinforcing motivators

Question 28

Don,a Florida citrus grower,has been advised to remove and destroy infected trees across the 10 acres of his groves and construct psyllid (a pest)proof structures to house the healthy citrus trees.Don wants the entire community to be aware of the problem.He hosts a growers' council next week wherein he has invited a government official and his buddy,Manuel,to speak.Manuel used to own a grove in Arizona that was destroyed by this same disease.According to Kotter's model,which stage of change is Don in?

A)Unfreezing the status quo
B)Framing a jungle
C)Forming a guiding coalition
D)Creating a vision
E)Empowering action

Question 29

Which of the following is the first stage of change in Kotter's model?

A)Getting the vision right
B)Creating a sense of urgency
C)Creating short-term wins
D)Consolidating gains
E)Forming a guiding coalition

Question 30

During Lewin's unfreezing state of organizational change:

A)the status quo is reaffirmed.
B)change agents propose and explain their solutions.
C)inertia is overcome and a readiness to change is created.
D)comfort zones are challenged.
E)motivating forces are reduced.

Question 31

Energy created by feedback comes from both the content and the process.

Question 32

Manipulation and co-optation involve selectively using information and implied incentives.

Question 33

Social interventions deal with culture and teamwork.

Question 34

When changes being suggested result in people losing their status,it is referred to as loss of control.

Question 35

In Lewin's force field analysis,the quickest path to change is to:

A)frame the situation differently.
B)challenge comfort zones.
C)increase driving forces.
D)remove obstacles.
E)help workers reinforce the status quo.

Question 36

Reframing is the process of looking at organizational issues through multiple lenses.

Question 37

Strategic interventions deal with changes is work area configurations and division of labor.

Question 38

John's department went through a major reorganization last year with the upgradation of technology,transfer of five employees,and the office moving to a more economical location.Last week,for the first time,the department achieved their production numbers.According to Lewin,what state of change is the department in?

A)Refreezing
B)Unfreezing
C)Storming
D)Thawing
E)Framing

Question 39

Which of the following is true about creating short-term wins?

A)It reduces faith in the change effort.
B)It keeps critics at bay.
C)It rewards slackers.
D)It replaces a need for systemic change.
E)It maintains the status quo.

Question 40

The manager of a student fund-raising project announced that the project has made a loss of $5000 and that their upcoming project must raise more funds to recover the loss.This is an example of a(n):

A)externalization.
B)balanced scorecard.
C)small win.
D)gap analysis.
E)process goal.

Question 41

Which of the following is true about Bolman and Deal's organizational frames?

A)They help change agents to look at the problems from a single frame.
B)They help change agents to tailor human needs to satisfy organizations.
C)They integrate organic and mechanistic approaches into one system.
D)They replace problem-solving and data collection efforts for the change agent.
E)They help change agents identify the various options inherent in any setting.

Question 42

A change agent advises a product distributor to change to regional warehousing instead of direct shipment.This is an example of a _____ intervention.

A)strategic
B)social and human resources
C)structural
D)technological
E)reframing

Question 43

Amy,a graduate business student,helped her parents to arrest and improve their falling business volumes.Mom & Pop's,a local corner store,was suffering losses because it lacked visibility for the people new to the growing community.It was small,out of the way,badly in need of painting,and unnoticed unless one knew about it.Amy painted the store,designed ads for the paper and the post office,put up signs and billboards of the store,and handed out free samples at the summer fair.Which of Schein's change agent roles did Amy perform?

A)Gap analyzer
B)Freezer
C)Pair of hands
D)Doctor-patient
E)Process consultant

Question 44

The most important aspect of data feedback is to:

A)use appreciative inquiry.
B)empower the little people.
C)get the system into the room.
D)make decisions.
E)collect information.

Question 45

Which of the following is true about using multiple methods to collect data?

A)It is too expensive.
B)It provides multiple data points.
C)It generates a single-point perspective.
D)The results are subject to high degrees of disagreement.
E)It makes it difficult to obtain consensus.

Question 46

Block suggested that many organizational changes fail because:

A)frames are not frozen.
B)an engineering model is applied.
C)transition effects are minimized.
D)sufficient intervention data is not analyzed.
E)structural models are insufficient.

Question 47

A "factory" refers to Bolman and Deal's _____ organizational frame.

A)structural
B)technological
C)political
D)human resource
E)symbolic

Question 48

Maury redesigned the reservation system for a hotel.His proposal streamlined the process,and rationalized the prices for a variety of services.However,he failed to take into account the special favors that the bell captain received from some patrons.Without these favors,the bell captain no longer cared for the welfare of the guests.Business fell by 50 percent within six months since the majority of the guests were unhappy and avoided revisits.What mistake did Maury commit in the diagnosis phase of the intervention?

A)He did not find out who benefited from the current situation.
B)He did not write down what is known.
C)He focused on improving rather than changing.
D)He did not discuss the undiscussables.
E)He redirected discussion away from current success stories.

Question 49

Which of the following is true about the common sources of complacency?

A)They do not include measurement of wrong performance indices.
B)They do not include denial of problems.
C)They do not include awareness of competitor performance.
D)They do not include conformity.
E)They do not include acceptance of low performance norms.

Question 50

The _____ approach to overcoming resistance is commonly used when people are resisting because of adjustment problems.

A)education and communication
B)manipulation and co-optation
C)facilitation and support
D)implicit and explicit coercion
E)negotiation and agreement

Question 51

A change agent advises a computer manufacturer to change its target market and distribution system.This is an example of a _____ intervention.

A)strategic
B)social and human resources
C)structural
D)technological
E)framing

Question 52

Which of the following is true about including interviews in collection of data?

A)They are the easiest and quickest data collection technique.
B)The interviewees are less likely to be involved in change process and hence give unbiased information.
C)They provide precise and consistent information.
D)They are the end points of data collection for most change.
E)They provide a good way to begin the necessary unfreezing.

Question 53

To get a more thorough and actionable diagnosis,a good change agent:

A)finds out who benefits from the current situation.
B)writes down everything that is known.
C)focuses on improving rather than changing.
D)avoids uncomfortable discussions.
E)redirects discussion away from current success stories.

Question 54

Which of the following is true about Schaffer's five fatal flaws of consulting?

A)Projects are defined by the change results to be achieved.
B)Scope of the projects ignores readiness to implement.
C)Projects aim for incremental small wins.
D)Projects necessitate more room for partnership.
E)Projects make leveraged use of consultants.

Question 55

The _____ approach to overcoming resistance is commonly used when there is a lack of information and analysis.

A)education and communication
B)manipulation and co-optation
C)facilitation and support
D)implicit and explicit coercion
E)negotiation and agreement

Question 56

A disadvantage of the _____ approach to overcoming resistance to change is that it can be too expensive,especially if others are alerted to this possibility.

A)education and communication
B)manipulation and co-optation
C)participation and involvement
D)implicit and explicit coercion
E)negotiation and agreement

Question 57

Which of the following is true about the fundamental lessons of change?

A)Change for change's sake.
B)Define your change goals in terms of results.
C)Ignore customers.Focus on the organization.
D)Focus on the change,not on future organizational state.
E)Go for big wins.

Question 58

Which of the following is true about burning platforms as a technique for reducing resistance to change?

A)It automatically creates a positive urgency.
B)Fear is not the best sustaining force for change.
C)It builds trust in the organization.
D)It eliminates panic and facilitates movement.
E)Feedback mechanisms are automatically built in and monitored.

Question 59

A "jungle" refers to Bolman and Deal's _____ organizational frame.

A)structural
B)technological
C)political
D)human resource
E)symbolic

Question 60

An advantage of the _____ approach to overcoming resistance to change is that it is speedy and can overcome any kind of resistance.

A)education and communication
B)participation and involvement
C)facilitation and support
D)implicit and explicit coercion
E)negotiation and agreement

Question 61

What are the common factors that influence the employment of an appropriate strategy?

Question 62

Creating short-term wins is a recurring method for success.Justify.

Question 63

Resistance to change can come about for many reasons.Explain.

Question 64

What guidelines surround the setting of an agenda in an appreciative enquiry?

Question 65

Explain the model of organizational change developed by Kurt Lewin as an extension of his force field analysis.

Question 66

Explain the interventions involving organization structure,reporting relationships,target markets and customers,and new product or service introductions.

Question 67

Discuss how the role of smart change agents varies in the change process.

Question 68

Behind every good change initiative is a group of influential and effective champions.Explain.

Question 69

Explain Total Quality Management as a technological intervention.Also,distinguish it from Six Sigma.

Question 70

What key elements of effective communication should be remembered to avoid clutter while communicating?

Question 71

Elucidate the four frames model developed by Lee Bolman and Terrence Deal.

Question 72

List any seven data collection methods.

Question 73

List the five fatal flaws identified by Robert Schaffer that lead to change relationship failures.

Question 74

List the seven key factors identified under McKinsey's 7S framework.

Question 75

What is Kotter's assertion about creating a sense of urgency?