Deck 18: Creating and Leading Change

ملء الشاشة (f)
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سؤال
Asking for and listening to others' information and opinions and reflecting honestly on one's own successes and failures are part of lifelong learning.
استخدم زر المسافة أو
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لقلب البطاقة.
سؤال
Becoming world class is a goal that is applicable only to the private sector.
سؤال
Shared responsibility for change in very small organizations is often lost with growth and over time.
سؤال
Among the four basic types of organization development (OD)techniques are ________ interventions.

A)human process
B)tactical
C)operational
D)techno-scientific
E)human capability inventory
سؤال
Continually striving to improve is equivalent to becoming world class.
سؤال
Boardman Metal Works Inc.sent the members of its office staff for training in communication and teamwork.This is an example of a(n)________ organization development intervention.

A)strategic
B)operational
C)techno-structural
D)human resource management
E)human process
سؤال
In studying 18 successful organizations,Collins and Porras found that all such companies were continually

A)competing,profiting,and winning.
B)maintaining their past successes.
C)holding on to winning formulas.
D)changing,progressing,and adapting.
E)crushing the competition.
سؤال
Force-field analysis involves identifying an employee's charisma and leadership potential.
سؤال
In managing resistance to change,facilitation and support can be time-consuming and expensive and still fail.
سؤال
To survive and succeed in today's intensely competitive business world,companies should strive to achieve

A)the continuation of past successes.
B)a limited executive board.
C)a monopoly situation.
D)a regular stream of moderate profits.
E)world-class excellence.
سؤال
Encouraging words said by senior management help to avoid complacency.
سؤال
The companies that lead change most effectively establish a sense of normalcy and protect their employees from the pressures in the market.
سؤال
Becoming world class means becoming

A)one of the best in the world at what you do.
B)better compared to where you were in the past.
C)so powerful that competitors are afraid to challenge you.
D)successful at maintaining your market position.
E)adept at retaining your customer base.
سؤال
Blue Mountain Art Supply has adopted a new work flow for its office to improve efficiency.This is an example of a ________ organization development intervention.

A)strategic
B)techno-structural
C)supply chain
D)human process
E)human resource management
سؤال
Organization development is a systemwide application of ________ knowledge to develop,improve,and reinforce the strategies,structures,and processes that lead to organization effectiveness.

A)financial
B)quality control
C)technological
D)behavioral science
E)product development
سؤال
The tyranny of the or refers to the difficulty in deciding between two undesirable choices.
سؤال
Being world class requires

A)having the highest standards in the country.
B)improving most of the time.
C)accepting that being the best is an unrealistic goal.
D)ignoring the competition.
E)applying the best,most up-to-date knowledge.
سؤال
According to Collins and Porras,truly great companies have

A)limited product lines.
B)unswerving dedication to getting ahead.
C)a corner on their respective markets.
D)strong core values.
E)little need to turn a profit.
سؤال
Tri-State Waste Management put a new program in place to attract employees who have skills that better match the company's needs.This is an example of a ________ organization development intervention.

A)human resources management
B)human process
C)techno-structural
D)supply chain
E)strategic
سؤال
Organization development is directly concerned with the economic aspects of the organization.
سؤال
Many individuals and companies are plagued by the ________,the belief that multiple objectives are mutually exclusive.

A)problem of the if
B)tyranny of the or
C)timing of the when
D)genius of the and
E)threat of the what
سؤال
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.
سؤال
To be world class,an organization should

A)strive for a controlled improvement.
B)operate at the highest standards of any place anywhere.
C)be driven by business-as-usual goals.
D)solely focus on beating the competition.
E)continue to use the methods,systems,and cultures of the past.
سؤال
Strategic,techno-structural,human resource 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.
سؤال
An organization's ability to achieve multiple objectives at the same time is referred to as the

A)benefit of the also.
B)tyranny of the or.
C)timing of the when.
D)genius of the and.
E)perfection of the two.
سؤال
Improving conflict resolution,team building,communication,and leadership are aspects of ________ organization development interventions.

A)strategic
B)techno-structural
C)human resource management
D)human process
E)operational
سؤال
Despite a good balance sheet and stock performance in recent quarters,the top management of Ackerman Consumer Products can see trouble on the horizon.From its beginnings as a family business manufacturing specific household items,it has grown to an industry giant with a line that includes several hundred tools.This growth has allowed it to acquire three other former rivals,all of which were victims of their own inability to change with the times.Along the way,Ackerman has maintained the same principles,particularly in terms of valuing the contributions of its employees and cultivating a strong workforce.Nevertheless,earnings are off.Which of the following did Ackerman's leadership most likely fail to do during the course of the organization's growth over the past few years?

A)design a cohesive work flow program that allows employees to manufacture,ship,and complete the necessary paperwork in an efficient manner
B)broaden its acquisition strategy to include business in industries unrelated to tool and household item manufacturing
C)work on communication and conflict resolution with its employees through the use of seminars and team bonding events
D)develop enough alliances with other companies to ensure that Ackerman has sufficient access to the materials it needs to manufacture its tools
E)attract and reward enough good people in every level of the organization,from line worker up through executive management
سؤال
Francisco,a project manager at a telephone systems engineering firm,is holding a meeting in which he announces to the members of his work group that from now on,they will need to copy him on all email correspondence with clients.This raises an uproar,which Francisco quells by holding up a hand and saying "This is the way I want it done!" He looks around the room before saying "Any questions?" in a tone that implies there had better not be any questions.As a result,the team members comply,but every time one of them has to copy Francisco on a client email,no matter how insignificant the subject matter,they resent it.This is an example of resistance brought about by

A)misunderstanding.
B)different assessments.
C)peer pressure.
D)self-interest.
E)management tactics.
سؤال
The "tyranny of the or" refers to the belief that things

A)can be neither A nor B.
B)must be either A or B,but not both.
C)can be either A or B or both.
D)must be both A and B.
E)must be both A and B,or neither.
سؤال
Alison,a line manager at the computer monitor manufacturer Ocular,has come up with a new system to streamline production.However,her supervisor resists the idea on the basis that the current system "has worked just fine for a couple of decades." The supervisor's resistance to change is a result of

A)misunderstanding.
B)timing.
C)surprise.
D)inertia.
E)self-interest.
سؤال
A direct and sometimes effective way to convince people to change is to

A)show them how the organization has done better than its competitors.
B)focus on the negative consequences of failing to change.
C)emphasize the difficulty of the challenges that lie ahead.
D)compare the organization's performance to that of competitors.
E)suppress negative talk in favor of positive motivation.
سؤال
Organization structure and design,employee involvement,and work design are aspects of ________ organization development interventions.

A)strategic
B)techno-structural
C)human resource management
D)human process
E)operational
سؤال
When Chung told the people on his team that they would be moving to a different floor and getting a whole new office setup in three days,he expected them to be thrilled.Instead they grumbled that they did not have enough time to pack everything up and get moved.Chung has just encountered a form of resistance to change that is rooted in

A)self-interest.
B)surprise.
C)inertia.
D)peer pressure.
E)different assessments.
سؤال
Organization development has an underlying ________ orientation.

A)profit
B)value
C)stability
D)dominance
E)protective
سؤال
According to Collins and Porras,an essential characteristic of a built-to-last company is

A)incremental goal setting.
B)competitive focus.
C)a conservative mindset.
D)entrepreneurial thinking.
E)a profit-focused mentality.
سؤال
Another name for the genius of the and is organizational

A)development.
B)unfreezing.
C)ambidexterity.
D)agility.
E)refreezing.
سؤال
Doreen has announced to her employees at the Cable Car Bakery that she is changing their pay structure in a way that she believes will benefit them in the long run.However,Taryn is not so convinced,and later she tells her coworkers that her sister's employer did something similar."No matter what she says," Taryn said regarding Doreen,"it's all about what benefits her." This is an example of ________,a cause for resistance to change.

A)different assessments
B)management tactics
C)inertia
D)timing
E)surprise
سؤال
The key to successful change in an organization is

A)technology.
B)people.
C)bureaucracy.
D)timing.
E)capital.
سؤال
Helping organizations conduct mergers and acquisitions,change their strategies,and develop alliances are all aspects of ________ organization development interventions.

A)strategic
B)techno-structural
C)human resource management
D)human process
E)operational
سؤال
When management realizes that its current practices are no longer appropriate and that the company must break out of its present mold by doing things differently,this is known as the ________ stage of motivating change.

A)mobilizing
B)stabilizing
C)unfreezing
D)moving
E)refreezing
سؤال
The most accurate definition of a performance gap is the difference between

A)what is and what could be.
B)what was and what is.
C)what two employees can accomplish.
D)what one company does and what its competitors do.
E)what is manually possible and what is technologically possible.
سؤال
One cause for complacency is

A)too much negative talk.
B)a frank discussion of weaknesses.
C)too many visible resources.
D)the presence of a major crisis.
E)high performance standards.
سؤال
When change initiators do not have all the information they need to design the change and others have considerable power to resist,the best approach to managing resistance to change is through

A)participation and involvement.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
سؤال
Dominique noticed that whenever she told her employees that they needed to improve customer service,they paid little attention.She had the strong impression that they thought they were doing a good enough job.In this particular instance,what would be Dominique's best strategy for dealing with their complacency?

A)encouraging them more when she sees them doing something right
B)talking even more specifically about the organization's weaknesses
C)backing up her points with general principles rather than data
D)putting them in direct contact with unhappy customers
E)making the performance goals easier to attain
سؤال
A relatively quick and inexpensive way to manage resistance to change is

A)education and communication.
B)participation and involvement.
C)facilitation and support.
D)negotiation and rewards.
E)manipulation and cooptation.
سؤال
Individual team members may not strongly oppose a change suggested by management,but the opinions of their coworkers may encourage resistance due to

A)self-interest.
B)surprise.
C)peer pressure.
D)different assessments.
E)inertia.
سؤال
Having recognized that their company is not where it needs to be in terms of sales,profits,or other metrics,the managers at Marathon Athletic Gear have established some goals and long-term objectives.This is the beginning of the stage known as

A)unfreezing.
B)moving.
C)refreezing.
D)mobilizing.
E)stabilizing.
سؤال
Refreezing is

A)the third step in motivating meaningful change in all circumstances.
B)best when it creates and rewards rigid business-related behaviors.
C)appropriate when it promotes continued adaptability,flexibility,and experimentation.
D)most successful when it prevents the need for future changes.
E)sometimes the first step in the process of motivating people to change.
سؤال
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.
سؤال
Resistance to change is

A)usually motivated by self-interest and peer pressure.
B)typically overestimated by management.
C)the same across the board,from company to company.
D)common at all levels of an organization.
E)a key to organization development.
سؤال
Total organization change is also referred to as

A)organizational ambidexterity.
B)force-field analysis.
C)the genius of the and.
D)large group intervention.
E)proactive change.
سؤال
Tactics to stop complacency include

A)shielding employees from unhappy customers.
B)reducing feedback from external sources.
C)making resources more visible.
D)giving pep talks.
E)setting stretch goals.
سؤال
When employees do not see the advantage of a particular change compared to current practices or do not recognize how such a change fits with the firm's strategy,the result is most likely resistance to change driven by

A)surprise.
B)timing.
C)inertia.
D)misunderstanding.
E)self-interest.
سؤال
Safety is a big concern at the Glory Canning Company,and so the company has spent a great deal of money on an education program that includes cartoons,stickers,skits put on by employees,daily announcements,and array of other promotional methods and items.Nevertheless,employees have proven less than enthusiastic about the initiative.Most likely their resistance is due to

A)inertia.
B)self-interest.
C)peer pressure.
D)management tactics.
E)surprise.
سؤال
When people think a change will cause them to lose something of value,this may bring about resistance to change motivated by

A)misunderstanding.
B)management tactics.
C)self-interest.
D)surprise.
E)different assessments.
سؤال
Among the methods for managing resistance to change,using ________ runs the risk of leaving people angry at the initiators.

A)participation and involvement
B)facilitation and support
C)negotiation and rewards
D)manipulation and cooptation
E)explicit and implicit coercion
سؤال
Realizing that current practices are inappropriate and that new behavior must be enacted is part of ________,a required stage for managing resistance.

A)stabilizing
B)moving
C)storming
D)norming
E)unfreezing
سؤال
Joel's boss has just given him an incredible opportunity-an assignment to go work at the company's Hawaii office for two weeks,three months from now-but he is not excited.The problem is that his family needs him because his mother will have just had surgery,and his elderly father cannot take care of her on his own.Joel's resistance to the Hawaii assignment is based on

A)surprise.
B)peer pressure.
C)differing assessments.
D)timing.
E)self-interest.
سؤال
Aspiring leaders of change tend to ________ their vision.

A)under communicate
B)overcomplicate
C)underestimate
D)over communicate
E)undermine
سؤال
When resistance to change results from adjustment problems,a good way of managing the resistance to change is through

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
سؤال
Introducing and sustaining multiple policies,practices,and procedures across multiple units and levels is called

A)total organization change.
B)force-field analysis.
C)total quality management.
D)organizational ambidexterity.
E)reactive change.
سؤال
Too much happy talk from company leadership,too many visible resources,low overall standards,a lack of sufficient performance feedback from outside sources,and the absence of a visible crisis are all causes for

A)change.
B)unfreezing.
C)moving.
D)refreezing.
E)complacency.
سؤال
PetroChem,an international energy company with offshore oil platforms throughout the Caribbean,has introduced new technology that has led to the replacement of a number of local workers with experts from Europe and North America.This has resulted in protests from a group called Nuestro Mar,which claims to speak for the displaced workers.In response,PetroChem has just appointed the leader of Nuestro Mar to its board of directors,an example of

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
سؤال
The companies that lead change most effectively establish a

A)steering committee.
B)chain of command.
C)sense of urgency.
D)plan for the future.
E)helpline for problems.
سؤال
The managers at Finnegan Insurance are proposing a change in the way performance evaluations are done.Most employees who dislike the change are unsure about how exactly the change will be made and do not have enough information about the new policy.Given this situation,the best method for managing resistance to change is most likely through

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
سؤال
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.
سؤال
Among the steps for leading change,the one that involves gaining leadership from top management and gradual support over time from managers and supervisors is

A)establishing a sense of urgency.
B)creating a guiding coalition.
C)communicating the change vision.
D)empowering broad-based action.
E)generating short-term wins.
سؤال
In managing resistance to organizational changes,facilitation and support mean

A)gaining employee participation,and soliciting ideas for managing the change.
B)giving a resisting individual a role in the change process.
C)using force to make people comply with the change.
D)making the change as easy as possible for employees.
E)offering concrete incentives for cooperation.
سؤال
In the context of leading change,highlighting positive results and developing new change agents are a part of

A)generating short-term wins.
B)consolidating gains.
C)anchoring new approaches in the culture.
D)unfreezing behavior.
E)empowering broad-based action.
سؤال
In return for participation and cooperation in instituting a major organizational change,employees of Keystone Capital Management received two extra days of paid vacation.This scenario exemplifies ________,a method of managing resistance to change.

A)education
B)facilitation
C)rewards
D)manipulation
E)implicit coercion
سؤال
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.
سؤال
Among the steps for leading change,the one that requires using every possible channel and opportunity to talk up and reinforce the company's long-term aspirations and required new behaviors is

A)generating short-term wins.
B)establishing a sense of urgency.
C)creating a guiding coalition.
D)communicating the change vision.
E)empowering broad-based action.
سؤال
Among the steps for leading change,the one that involves determining the idealized,expected state of affairs after the change is implemented is

A)communicating the change vision.
B)consolidating gains and producing more change.
C)generating short-term wins.
D)developing a vision and strategy.
E)anchoring new approaches in the culture.
سؤال
When an organization's leadership establishes a vision for where the company is heading,they have entered the ________ stage of motivating change.

A)freezing
B)moving
C)refreezing
D)unfreezing
E)leading
سؤال
Orrin was reluctant to follow a new customer service policy that his company adopted.Orrin's boss,Bella,told him that if he did not begin following the policy immediately,he would lose the chance at a bonus he hoped to get.Bella used ________ to overcome Orrin's resistance to change.

A)negotiation
B)coercion
C)cooptation
D)facilitation
E)participation
سؤال
Typically,companies tend to have too ________ change initiatives.

A)few continuous
B)many simultaneous
C)few ambitious
D)many unrealistic
E)few coordinated
سؤال
The managers at Perpetual Motion,a production and media agency,have recently decided that in order to maximize profits,employees will have to work on weekends.To help with this change,they have given all employees a bonus of 10 percent and an option to choose specific days off during the week.This is an example of using ________ to manage resistance to change.

A)education and communication
B)facilitation and support
C)negotiation and rewards
D)manipulation and cooptation
E)explicit and implicit coercion
سؤال
In the context 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.
سؤال
Gustavo,chief executive officer for Pacific Sunshine,maker of high-end aquariums,has spent some time working as an "undercover boss" on the production line,and what he sees is not pleasing.He has observed shoddy workmanship and a lackadaisical attitude reflected in the quality of the company's products.In Gustavo's estimation,current production quality is not what it should or could be.He has thus

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.
سؤال
To help implement a big change in its employee management procedures,the president of the Midland Gasket Manufacturing appoints a union official to the company's executive committee.This is an example of managing resistance through

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
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ملء الشاشة (f)
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Deck 18: Creating and Leading Change
1
Asking for and listening to others' information and opinions and reflecting honestly on one's own successes and failures are part of lifelong learning.
True
2
Becoming world class is a goal that is applicable only to the private sector.
False
3
Shared responsibility for change in very small organizations is often lost with growth and over time.
True
4
Among the four basic types of organization development (OD)techniques are ________ interventions.

A)human process
B)tactical
C)operational
D)techno-scientific
E)human capability inventory
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5
Continually striving to improve is equivalent to becoming world class.
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6
Boardman Metal Works Inc.sent the members of its office staff for training in communication and teamwork.This is an example of a(n)________ organization development intervention.

A)strategic
B)operational
C)techno-structural
D)human resource management
E)human process
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7
In studying 18 successful organizations,Collins and Porras found that all such companies were continually

A)competing,profiting,and winning.
B)maintaining their past successes.
C)holding on to winning formulas.
D)changing,progressing,and adapting.
E)crushing the competition.
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8
Force-field analysis involves identifying an employee's charisma and leadership potential.
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9
In managing resistance to change,facilitation and support can be time-consuming and expensive and still fail.
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10
To survive and succeed in today's intensely competitive business world,companies should strive to achieve

A)the continuation of past successes.
B)a limited executive board.
C)a monopoly situation.
D)a regular stream of moderate profits.
E)world-class excellence.
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11
Encouraging words said by senior management help to avoid complacency.
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12
The companies that lead change most effectively establish a sense of normalcy and protect their employees from the pressures in the market.
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13
Becoming world class means becoming

A)one of the best in the world at what you do.
B)better compared to where you were in the past.
C)so powerful that competitors are afraid to challenge you.
D)successful at maintaining your market position.
E)adept at retaining your customer base.
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14
Blue Mountain Art Supply has adopted a new work flow for its office to improve efficiency.This is an example of a ________ organization development intervention.

A)strategic
B)techno-structural
C)supply chain
D)human process
E)human resource management
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15
Organization development is a systemwide application of ________ knowledge to develop,improve,and reinforce the strategies,structures,and processes that lead to organization effectiveness.

A)financial
B)quality control
C)technological
D)behavioral science
E)product development
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16
The tyranny of the or refers to the difficulty in deciding between two undesirable choices.
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17
Being world class requires

A)having the highest standards in the country.
B)improving most of the time.
C)accepting that being the best is an unrealistic goal.
D)ignoring the competition.
E)applying the best,most up-to-date knowledge.
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18
According to Collins and Porras,truly great companies have

A)limited product lines.
B)unswerving dedication to getting ahead.
C)a corner on their respective markets.
D)strong core values.
E)little need to turn a profit.
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19
Tri-State Waste Management put a new program in place to attract employees who have skills that better match the company's needs.This is an example of a ________ organization development intervention.

A)human resources management
B)human process
C)techno-structural
D)supply chain
E)strategic
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20
Organization development is directly concerned with the economic aspects of the organization.
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21
Many individuals and companies are plagued by the ________,the belief that multiple objectives are mutually exclusive.

A)problem of the if
B)tyranny of the or
C)timing of the when
D)genius of the and
E)threat of the what
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22
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.
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23
To be world class,an organization should

A)strive for a controlled improvement.
B)operate at the highest standards of any place anywhere.
C)be driven by business-as-usual goals.
D)solely focus on beating the competition.
E)continue to use the methods,systems,and cultures of the past.
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24
Strategic,techno-structural,human resource 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.
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25
An organization's ability to achieve multiple objectives at the same time is referred to as the

A)benefit of the also.
B)tyranny of the or.
C)timing of the when.
D)genius of the and.
E)perfection of the two.
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26
Improving conflict resolution,team building,communication,and leadership are aspects of ________ organization development interventions.

A)strategic
B)techno-structural
C)human resource management
D)human process
E)operational
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27
Despite a good balance sheet and stock performance in recent quarters,the top management of Ackerman Consumer Products can see trouble on the horizon.From its beginnings as a family business manufacturing specific household items,it has grown to an industry giant with a line that includes several hundred tools.This growth has allowed it to acquire three other former rivals,all of which were victims of their own inability to change with the times.Along the way,Ackerman has maintained the same principles,particularly in terms of valuing the contributions of its employees and cultivating a strong workforce.Nevertheless,earnings are off.Which of the following did Ackerman's leadership most likely fail to do during the course of the organization's growth over the past few years?

A)design a cohesive work flow program that allows employees to manufacture,ship,and complete the necessary paperwork in an efficient manner
B)broaden its acquisition strategy to include business in industries unrelated to tool and household item manufacturing
C)work on communication and conflict resolution with its employees through the use of seminars and team bonding events
D)develop enough alliances with other companies to ensure that Ackerman has sufficient access to the materials it needs to manufacture its tools
E)attract and reward enough good people in every level of the organization,from line worker up through executive management
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28
Francisco,a project manager at a telephone systems engineering firm,is holding a meeting in which he announces to the members of his work group that from now on,they will need to copy him on all email correspondence with clients.This raises an uproar,which Francisco quells by holding up a hand and saying "This is the way I want it done!" He looks around the room before saying "Any questions?" in a tone that implies there had better not be any questions.As a result,the team members comply,but every time one of them has to copy Francisco on a client email,no matter how insignificant the subject matter,they resent it.This is an example of resistance brought about by

A)misunderstanding.
B)different assessments.
C)peer pressure.
D)self-interest.
E)management tactics.
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29
The "tyranny of the or" refers to the belief that things

A)can be neither A nor B.
B)must be either A or B,but not both.
C)can be either A or B or both.
D)must be both A and B.
E)must be both A and B,or neither.
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30
Alison,a line manager at the computer monitor manufacturer Ocular,has come up with a new system to streamline production.However,her supervisor resists the idea on the basis that the current system "has worked just fine for a couple of decades." The supervisor's resistance to change is a result of

A)misunderstanding.
B)timing.
C)surprise.
D)inertia.
E)self-interest.
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31
A direct and sometimes effective way to convince people to change is to

A)show them how the organization has done better than its competitors.
B)focus on the negative consequences of failing to change.
C)emphasize the difficulty of the challenges that lie ahead.
D)compare the organization's performance to that of competitors.
E)suppress negative talk in favor of positive motivation.
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32
Organization structure and design,employee involvement,and work design are aspects of ________ organization development interventions.

A)strategic
B)techno-structural
C)human resource management
D)human process
E)operational
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33
When Chung told the people on his team that they would be moving to a different floor and getting a whole new office setup in three days,he expected them to be thrilled.Instead they grumbled that they did not have enough time to pack everything up and get moved.Chung has just encountered a form of resistance to change that is rooted in

A)self-interest.
B)surprise.
C)inertia.
D)peer pressure.
E)different assessments.
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34
Organization development has an underlying ________ orientation.

A)profit
B)value
C)stability
D)dominance
E)protective
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35
According to Collins and Porras,an essential characteristic of a built-to-last company is

A)incremental goal setting.
B)competitive focus.
C)a conservative mindset.
D)entrepreneurial thinking.
E)a profit-focused mentality.
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36
Another name for the genius of the and is organizational

A)development.
B)unfreezing.
C)ambidexterity.
D)agility.
E)refreezing.
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37
Doreen has announced to her employees at the Cable Car Bakery that she is changing their pay structure in a way that she believes will benefit them in the long run.However,Taryn is not so convinced,and later she tells her coworkers that her sister's employer did something similar."No matter what she says," Taryn said regarding Doreen,"it's all about what benefits her." This is an example of ________,a cause for resistance to change.

A)different assessments
B)management tactics
C)inertia
D)timing
E)surprise
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38
The key to successful change in an organization is

A)technology.
B)people.
C)bureaucracy.
D)timing.
E)capital.
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39
Helping organizations conduct mergers and acquisitions,change their strategies,and develop alliances are all aspects of ________ organization development interventions.

A)strategic
B)techno-structural
C)human resource management
D)human process
E)operational
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40
When management realizes that its current practices are no longer appropriate and that the company must break out of its present mold by doing things differently,this is known as the ________ stage of motivating change.

A)mobilizing
B)stabilizing
C)unfreezing
D)moving
E)refreezing
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41
The most accurate definition of a performance gap is the difference between

A)what is and what could be.
B)what was and what is.
C)what two employees can accomplish.
D)what one company does and what its competitors do.
E)what is manually possible and what is technologically possible.
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42
One cause for complacency is

A)too much negative talk.
B)a frank discussion of weaknesses.
C)too many visible resources.
D)the presence of a major crisis.
E)high performance standards.
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43
When change initiators do not have all the information they need to design the change and others have considerable power to resist,the best approach to managing resistance to change is through

A)participation and involvement.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
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44
Dominique noticed that whenever she told her employees that they needed to improve customer service,they paid little attention.She had the strong impression that they thought they were doing a good enough job.In this particular instance,what would be Dominique's best strategy for dealing with their complacency?

A)encouraging them more when she sees them doing something right
B)talking even more specifically about the organization's weaknesses
C)backing up her points with general principles rather than data
D)putting them in direct contact with unhappy customers
E)making the performance goals easier to attain
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45
A relatively quick and inexpensive way to manage resistance to change is

A)education and communication.
B)participation and involvement.
C)facilitation and support.
D)negotiation and rewards.
E)manipulation and cooptation.
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46
Individual team members may not strongly oppose a change suggested by management,but the opinions of their coworkers may encourage resistance due to

A)self-interest.
B)surprise.
C)peer pressure.
D)different assessments.
E)inertia.
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47
Having recognized that their company is not where it needs to be in terms of sales,profits,or other metrics,the managers at Marathon Athletic Gear have established some goals and long-term objectives.This is the beginning of the stage known as

A)unfreezing.
B)moving.
C)refreezing.
D)mobilizing.
E)stabilizing.
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48
Refreezing is

A)the third step in motivating meaningful change in all circumstances.
B)best when it creates and rewards rigid business-related behaviors.
C)appropriate when it promotes continued adaptability,flexibility,and experimentation.
D)most successful when it prevents the need for future changes.
E)sometimes the first step in the process of motivating people to change.
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49
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.
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50
Resistance to change is

A)usually motivated by self-interest and peer pressure.
B)typically overestimated by management.
C)the same across the board,from company to company.
D)common at all levels of an organization.
E)a key to organization development.
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51
Total organization change is also referred to as

A)organizational ambidexterity.
B)force-field analysis.
C)the genius of the and.
D)large group intervention.
E)proactive change.
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52
Tactics to stop complacency include

A)shielding employees from unhappy customers.
B)reducing feedback from external sources.
C)making resources more visible.
D)giving pep talks.
E)setting stretch goals.
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53
When employees do not see the advantage of a particular change compared to current practices or do not recognize how such a change fits with the firm's strategy,the result is most likely resistance to change driven by

A)surprise.
B)timing.
C)inertia.
D)misunderstanding.
E)self-interest.
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54
Safety is a big concern at the Glory Canning Company,and so the company has spent a great deal of money on an education program that includes cartoons,stickers,skits put on by employees,daily announcements,and array of other promotional methods and items.Nevertheless,employees have proven less than enthusiastic about the initiative.Most likely their resistance is due to

A)inertia.
B)self-interest.
C)peer pressure.
D)management tactics.
E)surprise.
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55
When people think a change will cause them to lose something of value,this may bring about resistance to change motivated by

A)misunderstanding.
B)management tactics.
C)self-interest.
D)surprise.
E)different assessments.
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56
Among the methods for managing resistance to change,using ________ runs the risk of leaving people angry at the initiators.

A)participation and involvement
B)facilitation and support
C)negotiation and rewards
D)manipulation and cooptation
E)explicit and implicit coercion
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57
Realizing that current practices are inappropriate and that new behavior must be enacted is part of ________,a required stage for managing resistance.

A)stabilizing
B)moving
C)storming
D)norming
E)unfreezing
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58
Joel's boss has just given him an incredible opportunity-an assignment to go work at the company's Hawaii office for two weeks,three months from now-but he is not excited.The problem is that his family needs him because his mother will have just had surgery,and his elderly father cannot take care of her on his own.Joel's resistance to the Hawaii assignment is based on

A)surprise.
B)peer pressure.
C)differing assessments.
D)timing.
E)self-interest.
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59
Aspiring leaders of change tend to ________ their vision.

A)under communicate
B)overcomplicate
C)underestimate
D)over communicate
E)undermine
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60
When resistance to change results from adjustment problems,a good way of managing the resistance to change is through

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
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61
Introducing and sustaining multiple policies,practices,and procedures across multiple units and levels is called

A)total organization change.
B)force-field analysis.
C)total quality management.
D)organizational ambidexterity.
E)reactive change.
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62
Too much happy talk from company leadership,too many visible resources,low overall standards,a lack of sufficient performance feedback from outside sources,and the absence of a visible crisis are all causes for

A)change.
B)unfreezing.
C)moving.
D)refreezing.
E)complacency.
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63
PetroChem,an international energy company with offshore oil platforms throughout the Caribbean,has introduced new technology that has led to the replacement of a number of local workers with experts from Europe and North America.This has resulted in protests from a group called Nuestro Mar,which claims to speak for the displaced workers.In response,PetroChem has just appointed the leader of Nuestro Mar to its board of directors,an example of

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
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64
The companies that lead change most effectively establish a

A)steering committee.
B)chain of command.
C)sense of urgency.
D)plan for the future.
E)helpline for problems.
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65
The managers at Finnegan Insurance are proposing a change in the way performance evaluations are done.Most employees who dislike the change are unsure about how exactly the change will be made and do not have enough information about the new policy.Given this situation,the best method for managing resistance to change is most likely through

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
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66
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.
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67
Among the steps for leading change,the one that involves gaining leadership from top management and gradual support over time from managers and supervisors is

A)establishing a sense of urgency.
B)creating a guiding coalition.
C)communicating the change vision.
D)empowering broad-based action.
E)generating short-term wins.
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68
In managing resistance to organizational changes,facilitation and support mean

A)gaining employee participation,and soliciting ideas for managing the change.
B)giving a resisting individual a role in the change process.
C)using force to make people comply with the change.
D)making the change as easy as possible for employees.
E)offering concrete incentives for cooperation.
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69
In the context of leading change,highlighting positive results and developing new change agents are a part of

A)generating short-term wins.
B)consolidating gains.
C)anchoring new approaches in the culture.
D)unfreezing behavior.
E)empowering broad-based action.
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70
In return for participation and cooperation in instituting a major organizational change,employees of Keystone Capital Management received two extra days of paid vacation.This scenario exemplifies ________,a method of managing resistance to change.

A)education
B)facilitation
C)rewards
D)manipulation
E)implicit coercion
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71
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.
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72
Among the steps for leading change,the one that requires using every possible channel and opportunity to talk up and reinforce the company's long-term aspirations and required new behaviors is

A)generating short-term wins.
B)establishing a sense of urgency.
C)creating a guiding coalition.
D)communicating the change vision.
E)empowering broad-based action.
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73
Among the steps for leading change,the one that involves determining the idealized,expected state of affairs after the change is implemented is

A)communicating the change vision.
B)consolidating gains and producing more change.
C)generating short-term wins.
D)developing a vision and strategy.
E)anchoring new approaches in the culture.
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74
When an organization's leadership establishes a vision for where the company is heading,they have entered the ________ stage of motivating change.

A)freezing
B)moving
C)refreezing
D)unfreezing
E)leading
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75
Orrin was reluctant to follow a new customer service policy that his company adopted.Orrin's boss,Bella,told him that if he did not begin following the policy immediately,he would lose the chance at a bonus he hoped to get.Bella used ________ to overcome Orrin's resistance to change.

A)negotiation
B)coercion
C)cooptation
D)facilitation
E)participation
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76
Typically,companies tend to have too ________ change initiatives.

A)few continuous
B)many simultaneous
C)few ambitious
D)many unrealistic
E)few coordinated
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77
The managers at Perpetual Motion,a production and media agency,have recently decided that in order to maximize profits,employees will have to work on weekends.To help with this change,they have given all employees a bonus of 10 percent and an option to choose specific days off during the week.This is an example of using ________ to manage resistance to change.

A)education and communication
B)facilitation and support
C)negotiation and rewards
D)manipulation and cooptation
E)explicit and implicit coercion
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78
In the context 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.
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79
Gustavo,chief executive officer for Pacific Sunshine,maker of high-end aquariums,has spent some time working as an "undercover boss" on the production line,and what he sees is not pleasing.He has observed shoddy workmanship and a lackadaisical attitude reflected in the quality of the company's products.In Gustavo's estimation,current production quality is not what it should or could be.He has thus

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.
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80
To help implement a big change in its employee management procedures,the president of the Midland Gasket Manufacturing appoints a union official to the company's executive committee.This is an example of managing resistance through

A)education and communication.
B)facilitation and support.
C)negotiation and rewards.
D)manipulation and cooptation.
E)explicit and implicit coercion.
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