Deck 16: Managing Change and Stress

Question 1

In Lewin's model, the three stages of change are initiating, managing, and stabilizing the change process.

Answer 1

False

Question 2

External changes either can present new opportunities for an organization or can cause its ultimate failure.

Answer 2

True

Question 3

Adaptive change is reintroducing a familiar practice.

Answer 3

True

Question 4

Internal forces for change arise only from human resource problems.

Question 5

There are three types of change: internal, external, and hybrid.

Question 6

In Lewin's model, unfreezing creates the motivation to change.

Question 7

Internal forces for change include demographic changes in the organization's workforce.

Question 8

Excessive interpersonal conflict between an organization's top managers and its board of directors is a sign from an internal source that change is needed.

Question 9

Radically innovative changes potentially realize the greatest benefits for organizations.

Question 10

The changing stage of Lewin's model involves learning and doing things differently.

Question 11

The systems approach to change is based on the notion that even a small change has a cascading effect throughout an organization.

Question 12

One of the demographic changes organizations need to respond to is the increasing diversity of the workforce and customer base.

Question 13

Changes in technology such as automation of manufacturing processes are considered external changes.

Question 14

Innovative change is introducing a practice new to the industry, and involves the highest potential for resistance to change.

Question 15

Early in the change process, a manager should use variable schedules of reinforcement with extrinsic rewards to reinforce new behaviors.

Question 16

The potential causes or forces for organizational change can be categorized as internal and external.

Question 17

The most effective way of communicating a convincing reason to change is to present data or compelling arguments highlighting how current practices are now obsolete or less than ideal.

Question 18

One underlying assumption of Lewin's change model is that is bound to occur with any attempt to change.

Question 19

Employee dissatisfaction is a symptom of an underlying employee problem that should be addressed.

Question 20

The goal of the refreezing stage is to support and reinforce the change.

Question 21

The OD process works in similar ways to a medical diagnosis of a sick patient in that it goes through the phases of diagnosis, intervention, evaluation, and feedback.

Question 22

Organizational culture is one of the social factors that may be a target of change.

Question 23

The four targeted elements of change are organizational arrangements, social factors, methods, and people.

Question 24

Organizational structure is one of the social factors that may be a target of change.

Question 25

John Kotter attributes the blame for the failure of most organizational change to poor planning.

Question 26

Organization development is not at all similar to empowerment.

Question 27

The last step of Kotter's change model is to anchor the new approaches into the organizational culture.

Question 28

Vision statements represent the reason that organizations exist.

Question 29

The first step of Kotter's change model is to create the guiding coalition.

Question 30

An organization's long-term direction and the actions necessary to achieve planned results are contained in its mission statement.

Question 31

Resistance to change is a dynamic interaction among recipient characteristics, change agent characteristics, and the relationship between the recipient and the change agent.

Question 32

People resist both actual and imagined events.

Question 33

Organization development differs from the models proposed by Lewin and Kotter in that it does not entail a structured sequence.

Question 34

One advantage of Kotter's eight-step process of implementing change is that it is relatively easy and simple to implement.

Question 35

Research has shown that the use of OD techniques is unrelated to employee satisfaction.

Question 36

Visions describe a highly desirable future and outline how the organization will get there, who will be involved, and how all these elements align with the organization's values.

Question 37

One of the components of an organization's readiness for change is the perceived personal consequences of change.

Question 38

The systems model of change can be used to diagnose what to change, but other models must be used to determine how to evaluate the success of a change effort.

Question 39

Strategic plans are based on analyses of an organization's strengths, weaknesses, organization, and threats, a "SWOT" analysis.

Question 40

Change efforts may be directed at the individual, group, or organizational level, but they are most complex when targeted at an organizational level.

Question 41

People use a combination of approaches to cope with stressors and stress: control, escape, and symptom management.

Question 42

If people are resisting because of adjustment problems, management should adopt a negotiation and agreement approach to managing resistance to change.

Question 43

An example of internal forces for change is:

A) Changing customer preferences
B) International competition
C) Demographic changes
D) Participation/suggestions by employees
E) Mergers and acquisitions

Question 44

Included in demographic changes are all but one of the following. Which one?

A) Gender
B) Immigration
C) Job dissatisfaction
D) Skill level
E) Education

Question 45

Managers should assume that people are deliberately resisting change.

Question 46

All stress is associated with negative emotions or outcomes.

Question 47

Potential stressors occur at individual and group levels, but rarely at the organizational and extra-organizational levels.

Question 48

An example of external forces for change is:

A) Information technology
B) Employee absenteeism
C) Reward systems
D) Structural reorganization
E) Productivity

Question 49

Performance management processes and job design may be obstacles to change.

Question 50

To effectively manage change, managers should provide only the necessary information to employees about the change.

Question 51

Primary appraisals are perceptions of how you are able to deal or cope with a given demand.

Question 52

Peer pressure may cause someone to be resistant to change.

Question 53

Luckily for managers, a disposition to resist change is not a real personality characteristic.

Question 54

People are more likely to resist change when the change agent adopts a transformational leadership style.

Question 55

Past success may cause people to resist change.

Question 56

Glenda, the Plant Manager for ABC Corporation, views the results from the latest survey of employee attitudes. The results show that job satisfaction in the manufacturing plant has dropped significantly since the last survey. This is a ________ source of change.

A) Managerial behavior
B) Technological
C) Demographic
D) Human resource problems
E) Shareholder

Question 57

If speed is essential and the initiators of the change possess considerable power, management should adopt the participation and involvement approach to managing resistance to change.

Question 58

To cognitively restructure, one can follow the ABCDE approach.

Question 59

Stress is an interaction between person and environmental factors.

Question 60

Cognitive restructuring is an approach to stress reduction that involves redirecting thoughts away from self, following a structured procedure.

Question 61

The last step of Lewin's model of change is:

A) Changing
B) Refreezing
C) Motivation
D) Resistance
E) Unfreezing

Question 62

Which of the following is not an underlying assumption of Lewin's model?

A) People never change
B) Resistance is found even when the goals of change are highly desirable
C) Change involves both learning and unlearning
D) Effective change requires reinforcement
E) There must be motivation to change

Question 63

XYZ, Inc., makes consumer products such as shampoo, conditioner, deodorant, and toothpaste. Recently, market research conducted at an university revealed that consumer tastes have changed, and consumers now want their products to come in pastel colors. Currently, XYZ's products all follow a black packaging scheme. What source of change is this?

A) Human resource problem
B) Managerial decisions
C) Demographic characteristics
D) Manufacturing
E) Changing customer preferences

Question 64

An example of social and political pressures for change is:

A) Ethical lapses by senior management of firms
B) Impact of climate change
C) Executive compensation
D) Big data and advanced analytics
E) Social media

Question 65

The kind of change that is least complex, costly, and uncertain is:

A) Innovative
B) Adaptive
C) Radically innovative
D) Product
E) Process

Question 66

When Mr. Boss, the new CEO of XYZ Department Stores, took over, his first action was to get rid of the organization's existing marketing strategy, which was heavily based on couponing, and replaced it with a strategy of low prices every day, a policy with which some of its competitors were having much success. This was a(n) ________ change.

A) Innovative
B) Adaptive
C) Radically innovative
D) Product
E) Process

Question 67

A(n) _____ is a compelling future state for an organization.

A) Strategic plan
B) Vision
C) Mission statement
D) SWOT analysis
E) Organizational structure

Question 68

The kind of change that is at the high end of the continuum of complexity, cost, and uncertainty is:

A) Innovative
B) Adaptive
C) Radically innovative
D) Product
E) Process

Question 69

The first step of Lewin's change model is:

A) Changing
B) Refreezing
C) Reinforcement
D) Resistance
E) Unfreezing

Question 70

The focus of the refreezing stage of Lewin's change model is:

A) Resistance
B) Motivation
C) Providing new information, models, processes, procedures, equipment, technology, or ways of getting the job done
D) Integration of the new behavior or attitude
E) Training

Question 71

The common types of change differ in the degree to which they are:

A) Complex
B) Costly
C) Uncertain
D) Likely to engender resistance
E) All of the above

Question 72

Which of the following is not an example of an internal force for change?

A) Employee dissatisfaction
B) Change of CEO
C) High absenteeism
D) Excessive conflict between managers and the board of directors
E) Negative feedback from customers

Question 73

Able, Baker, and Charlie, Ltd., is an accounting partnership. The Internal Revenue Service has implemented new procedures for filing taxes beginning next year. What kind of change does this represent?

A) Market changes
B) Social and political pressures
C) Managerial behavior
D) Technological advancements
E) Demographic characteristics

Question 74

Experimental University's president recently announced that instead of professors giving grades to students in their classes, students would give themselves grades. This would be a(n) _________ change.

A) Innovative
B) Adaptive
C) Radically innovative
D) Product
E) Process

Question 75

The focus of the changing stage of Lewin's change model is:

A) Reinforcement
B) Resistance
C) Motivation
D) Providing new information, models, processes, procedures, equipment, technology, or ways of getting the job done
E) Integration of the new behavior or attitude

Question 76

Religuard is a pharmaceutical company that has factories in Taiwan. Due to environmental regulations in the country becoming stricter, Religuard has had to shut operations at three of its five manufacturing units. Which of the following forces of change had a role to play in the shutting down of these units?

A) Market changes
B) Social and political pressures
C) Managerial behavior
D) Technological advancements
E) Demographic characteristics

Question 77

The focus of the unfreezing stage of Lewin's change model is:

A) Reinforcement
B) Resistance
C) Motivation
D) Providing new information, models, processes, procedures, equipment, technology, or ways of getting the job done
E) Integration of the new behavior or attitude

Question 78

The corporate staff in the accounting department at ABC Corporation went on 12-hour days during the holiday season, just like the regular retail employees do during that season. This is an example of a(n) _________ change.

A) Innovative
B) Adaptive
C) Radically innovative
D) Product
E) Process

Question 79

Mr. Honcho, CEO of MBA Bank, decides that the organization needs to provide more convenient service to customers. He decides to increase the bank's service hours from 8 hours a day, Monday through Friday, to 12 hours a day, plus 8 hours a day each weekend day. He has his assistant compile a report that gives data on how the number of open hours of many banks is correlated with their customers' satisfaction, and presents these data to his executive committee. What stage of Lewin's change process is Mr. Honcho operating in?

A) Freezing
B) Unfreezing
C) Reinforcement
D) Refreezing
E) Resistance

Question 80

The reason an organization exists is articulated in its:

A) Strategic plan
B) Vision statement
C) Mission statement
D) SWOT analysis
E) Organizational structure