Deck 14: Organizational Change

Question 1

A recent change initiative forced a company to strive for greater efficiency.HR professionals were brought in to investigate people's jobs and workflows.The target of change in this case is the organization's

A)structure.
B)technology.
C)people.
D)purpose.
E)culture.

Answer 1

B

Question 2

Which of the following is not a change agent?

A)government funder
B)outside consultant
C)manager
D)non-manger
E)employee

Answer 2

A

Question 3

Change agents are responsible for

A)planned change.
B)unplanned change.
C)coping with ongoing change.
D)managing change activities.
E)change bias.

Answer 3

D

Question 4

Which of the following is NOT a component of the change process?

A)movement to a new state
B)unfreezing the status quo
C)maintaining a state of equilibrium
D)refreezing the new change
E)modifying driving and/or restraining forces

Question 5

George has recently been given a new set of performance targets that are very specific and quite different from what they were before.The target of change in this case is the organization's

A)culture.
B)purpose.
C)strategy.
D)objectives.
E)people.

Question 6

For a long time,Karen's organization has been suffering from a lack of common beliefs and values.To change this,Karen's organization must target organizational

A)strategy.
B)objectives.
C)culture.
D)people.
E)tasks.

Question 7

How are internal change agents at a disadvantage when managing change activities?

A)know people's attitudes
B)know people's behaviour
C)have less objectivity
D)have greater objectivity
E)are less cautious

Question 8

Altering authority relations in an organizational setting is

A)structural change.
B)technological change.
C)change in physical setting.
D)change of people.
E)cultural change.

Question 9

Which of the following is a force for change in an organization's workforce?

A)high personal debt levels
B)rise of discount retailers
C)low interest rates
D)training requirements for new immigrants
E)mergers and consolidations

Question 10

An organization that engages in corporate social responsibility because it aligns better with the personal beliefs of its employees is targeting

A)purpose.
B)strategy.
C)culture.
D)competition.
E)people.

Question 11

Jamal's company seems to be more selective these days regarding who it hires; the organization is placing much more emphasis on training new hires,as this has been considered to be a real weakness of the organization in the past.The target of change in this case is the organization's

A)structure.
B)tasks.
C)people.
D)culture.
E)purpose.

Question 12

John Kotter,professor of leadership at Harvard Business School,is known for

A)a three-step model of the change process.
B)an eight-step plan for implementing change.
C)action research.
D)appreciative inquiry.
E)organizational targets for change.

Question 13

Steve is rewarding short term "wins" as a way of sustaining change.Steve is attempting to manage

A)the implementation of change.
B)moving forces.
C)driving forces.
D)restraining forces.
E)groupthink forces.

Question 14

Ted's organization was undergoing massive change; managers are reviewing the company's mission.Thus,the target for change is the organization's

A)culture.
B)purpose.
C)strategy.
D)tasks.
E)structure.

Question 15

Communication the vision for change throughout the organization is an example of

A)freezing.
B)unfreezing.
C)planning.
D)moving.
E)refreezing.

Question 16

Khalid is aware that the best way to stabilize his change efforts is to successfully balance driving and restraining forces.This is known as

A)unfreezing.
B)moving.
C)driving.
D)restraining.
E)refreezing.

Question 17

Your employer improves the equipment at your facilities; he is targeting which of the following for change?

A)people
B)technology
C)structure
D)physical setting
E)culture

Question 18

How are outside consultants at a disadvantage when hired as change agents?

A)inadequate understanding of basic organizational behaviour
B)inadequate understanding of the organization's culture and history
C)prone to inaction through inadequate understanding
D)less objective than staff
E)prone to initiating too few reforms

Question 19

Within the action research process,which step follows viewing the patterns of problems,or diagnosis?

A)analysis
B)evaluation
C)action
D)diagnosis
E)feedback

Question 20

To direct behaviour away from the status quo,one can increase the use of

A)restraining forces.
B)refreezing.
C)driving forces.
D)change.
E)freezing.

Question 21

Several months later,you find that the production department is still disengaged from the need for change in the company; You hear them talking one day about "how no one else can run these machines" and "no one else knows how make the product like us." Because the whole department seems to share this view,you are facing

A)process-value resistance.
B)productivity resistance.
C)re-engineering resistance.
D)organizational resistance.
E)individual resistance.

Question 22

Which of the following best describes feedback in the action research process?

A)sharing analysis and action with management
B)sharing diagnosis and analysis with employees
C)sharing diagnosis and analysis with management
D)sharing analysis and action with employees
E)evaluating the action plan's effectiveness

Question 23

The first thing that John,an organizational change consultant,did when he arrived was attempt to identify the unique qualities and special strengths of the organization in order to build on them to improve performance.This is known as

A)SWOT analysis.
B)strategy.
C)unfreezing.
D)appreciative inquiry.
E)refreezing.

Question 24

Which step in appreciative inquiry sees employees explore the common visions of the future of the organization?

A)discovery
B)design
C)dreaming
D)destiny
E)detection

Question 25

Which of the following correctly identifies the four steps of appreciative inquiry?

A)discovery,dreaming,design,fortune
B)discovery,design,visioning,destiny
C)detection,design,dreaming,destiny
D)discovery,devise,dreaming,destiny
E)discovery,dreaming,design,destiny

Question 26

Because of resistance to change,your management team decides to create a blog in which the executive team will discuss,on a weekly basis,one change initiative the company is taking and why it is important.This tactic of change agents is called

A)education and communication.
B)participation and involvement.
C)developing positive relationships.
D)manipulation and co-optation.
E)explicit and implicit coercion.

Question 27

Your whole executive team is involved in planning and organizing for the changes necessary,and to add support you hired an outside consultant to give additional energy and expertise to the team.At recent meetings you notice increased tension and behaviours that show a lack of cooperation between managers,but also directly to the outside consultant; this used to be a stable and supportive group.The organizational resistance to change is

A)structural inertia.
B)limited focus of change.
C)group inertia.
D)threat to resource allocation.
E)threat to power.

Question 28

Which step in appreciative inquiry sees employees explore the strengths of its organization?

A)discovery
B)detection
C)design
D)destiny
E)dreaming

Question 29

One proposed change is to take training dollars away from the sales group for a year and give the money to the engineering group to fund technology changes.Organizational resistance to this change would be called

A)structural inertia.
B)limited focus of change.
C)group inertia.
D)threat to resource allocation.
E)threat to power.

Question 30

Tony's approach to instituting change is to systematically collect data,analyze the data,and then select a change action based on it.This approach to change is known as

A)appreciative inquiry.
B)action research.
C)refreezing.
D)unfreezing.
E)resistance.

Question 31

You meet with the production department and discuss the need for change; it is apparent that some individuals want to change,but the group norm seems to be "just do your job and go home." This type of organizational resistance to change is called

A)structural inertia.
B)limited focus of change.
C)group inertia.
D)threat to resource allocations.
E)threat to power.

Question 32

Once Andy completed the discovery step of his appreciative inquiry initiative,he began to use the information to speculate as to possible futures for the organization.This is known as the ________ step of appreciative inquiry.

A)dreaming
B)design
C)destiny
D)driving
E)downsizing

Question 33

Roy's organization is currently developing a common vision of how the organization will look and a common view of its unique qualities based on the articulation of its "dreams." This is known as the ________ step of appreciative inquiry.

A)design
B)destiny
C)driving
D)downsizing
E)depressive

Question 34

Your small company has discovered that other companies are able to outbid you; your entire operation and product are in need of complete reorganization and redesign.You brainstorm with your employees to identify solutions to this new problem.This process is called

A)TQM.
B)action research.
C)appreciative inquiry.
D)flexible inquiry.
E)strategic planning.

Question 35

The marketing and sales department have been supportive of change and demonstrated real leadership with innovative ideas for how to improve the company.The group is so far ahead of the rest of the organization in the change vision that you feel you have to rein them in and ask them to be more conservative in their ideas.This type of organizational resistance is called

A)structural inertia.
B)limited focus of change.
C)group inertia.
D)threat to resource allocation.
E)threat to power.

Question 36

Zelda began speaking to various people in the organization just to find out what they think about a range of issues.This is known as the ________ step of appreciative inquiry.

A)design
B)destiny
C)dreaming
D)driving
E)discovery

Question 37

Regis requested his staff members write down action plans and implementation strategies relating to their change efforts.This is known as the ________ step of appreciative inquiry.

A)dreaming
B)driving
C)downsizing
D)depressive
E)destiny

Question 38

To move from the status quo,you need to do all of the following EXCEPT

A)reduce resistance.
B)increase driving forces.
C)decrease restraining forces.
D)increase restraining forces.
E)increase attractiveness of alternatives.

Question 39

Balancing driving and restraining forces to stabilize a change intervention is termed

A)unfreezing.
B)movement.
C)refreezing.
D)teamwork.
E)planned change.

Question 40

When the production department workers say "no one else can run these machines" and "no one else knows how make the product like us" the type of organizational resistance is

A)structural inertia.
B)limited focus of change.
C)group inertia.
D)threat to expertise.
E)threat to power.

Question 41

The re-engineering process requires reorganization around horizontal processes; the executive team knows this announcement will create resistance to change and stress in the organization.Because this change does not have to be announced for another few months,it is agreed the weekly blog will not report on this matter.This strategy for overcoming resistance to change is called

A)education and communication.
B)participation and involvement.
C)developing positive relationships.
D)manipulation and co-optation.
E)explicit and implicit coercion.

Question 42

The application of direct threats or force upon resisters is called

A)power.
B)co-optation.
C)manipulation.
D)coercion.
E)authority.

Question 43

When your manager suggests manipulation as a method to reduce resistance to change,he means

A)the establishment of a collective bargaining committee on each side of the issue.
B)distorting the facts to make them more attractive,reducing resistance to change.
C)the use of threats or force to obtain compliance.
D)the use of co-optation to obtain compliance.
E)communicating facts to make the situation clear to everyone.

Question 44

Exchanging something of value for a lessening of resistance to change is best defined by which of the following tactics?

A)facilitation and support
B)coercion
C)participation
D)manipulation and co-optation
E)facilitation and participation

Question 45

The built-in mechanisms that an organization has to produce stability are referred to as

A)structural inertia.
B)threat to expertise.
C)habit.
D)selective information processing.
E)economic factors.

Question 46

SCENARIO 14-1 Your supervisor has restructured the jobs within your division and some of your colleagues are not pleased.Don is concerned that he will not be able to perform the new tasks.Since he is paid by the amount he produces,his pay might be reduced.Tony is afraid that his job may be in jeopardy and he may be laid off.Doug feels he had no say in the change and has developed a negative attitude.
Refer to Scenario 14-1.The source of Don's resistance is

A)different assessments.
B)skepticism.
C)low tolerance for change.
D)self-interest.
E)lack of trust.

Question 47

SCENARIO 14-1 Your supervisor has restructured the jobs within your division and some of your colleagues are not pleased.Don is concerned that he will not be able to perform the new tasks.Since he is paid by the amount he produces,his pay might be reduced.Tony is afraid that his job may be in jeopardy and he may be laid off.Doug feels he had no say in the change and has developed a negative attitude.
Refer to Scenario 14-1.The source of Tony's resistance is

A)different assessments.
B)skepticism.
C)low tolerance for change.
D)self-interest.
E)lack of trust.

Question 48

If individuals resisting change are included in making change decisions and given true involvement,this attempt to gain their support for change is called

A)co-optation.
B)participation.
C)manipulation.
D)coercion.
E)facilitation.

Question 49

It is easiest for management to deal with resistance when it is

A)overt.
B)subtle.
C)passive.
D)implicit.
E)deferred.

Question 50

You have heard that the department is going to reorganize.You are opposed to the reorganization because you fear you may lose your job.Your reason for resistance is

A)habit.
B)self-interest.
C)economic factors.
D)selective information processing.
E)skepticism.

Question 51

Individual resistance to change can arise from many factors.Which of the following is NOT one of these factors?

A)skepticism
B)habit
C)economic factors
D)fear of the unknown
E)discomfort with the status quo

Question 52

Which of the following resistances explains an employee who worries they do not have the skills and behaviours required of the new situation?

A)selective information processing
B)security
C)low tolerance for change
D)fear of the unknown
E)skepticism

Question 53

Which of the following is NOT a tactic a change agent could use for dealing with resistance to change?

A)cooperation
B)manipulation
C)participation
D)communication
E)co-optation

Question 54

Which of the following is a source of organizational resistance to change?

A)security
B)habit
C)group inertia
D)selective information processing
E)economic factors

Question 55

Distorting facts to overcome resistance to change is called

A)participation.
B)co-optation.
C)manipulation.
D)coercion.
E)negotiation.

Question 56

Which of the following is NOT a way to overcome resistance to change?

A)education
B)stubbornness
C)coercion
D)participation
E)fairness

Question 57

Which of the following is NOT true with regard to the politics of change?

A)The impetus for change is likely to come from individuals who are new to an organization.
B)Change is a threat to status and position.
C)Impetus for change is more likely to come from long-term managers within an organization.
D)Change implies political activity.
E)Radical change is too threatening.

Question 58

An example of individual resistance to change is

A)group inertia.
B)structural inertia.
C)lack of trust.
D)threat to expertise.
E)limited focus of change.

Question 59

Which of the following is NOT a source of individual resistance to change?

A)different assessments
B)skepticism
C)fear of the unknown
D)self-interest
E)lack of trust

Question 60

It is well known that Ed's employees trust and believe in him.Ed charisma and high energy give the unit a fun atmosphere and an outward focus.When Ed introduces change,his employees embrace it.This strategy for overcoming resistance to change is called

A)education and communication.
B)participation and involvement.
C)developing positive relationships.
D)manipulation and co-optation.
E)explicit and implicit coercion.

Question 61

Harry has tried everything to get his staff to accept the changes that he wants to put in place.His last resort to overcome their resistance is

A)education and communication.
B)facilitation and support.
C)manipulation and co-optation.
D)participation and involvement.
E)negotiation and agreement.

Question 62

________ is a paradox because it calls for setting direction and leading while requiring empowerment and flexibility.

A)Organizing
B)Performing
C)Learning
D)Belonging
E)Participating

Question 63

One way to move the company toward a continuous capacity to adapt and to change would be to create

A)short tenure in management.
B)communication systems.
C)a learning organization.
D)appreciative inquiry.
E)unfreezing.

Question 64

When people understand the overall environment and use information to adjust work practices,this is described as which dimension of the commitment to learning organization principles?

A)strategic leadership
B)continuous learning
C)team learning
D)empowerment
E)system connection

Question 65

________ is a paradox because it requires building on the past while rejecting it at the same time.

A)Organizing
B)Performing
C)Learning
D)Belonging
E)Participating

Question 66

After years of development,William's organization has introduced a new product that has capabilities that no other product on the market can approximate.This new product is an example of a specific change known as

A)innovation.
B)design.
C)re-engineering.
D)dreaming.
E)destiny.

Question 67

SCENARIO 14-2 Johnson Farm Products is expanding its traditional business with farmers to include home gardeners.The sales personnel who have had good long-term relationships with area farmers do not meet this change with enthusiasm.You know the change will be difficult if you cannot obtain their cooperation.
Refer to Scenario 14-2.You have brought in a local marketing expert to explain demographics and the changing nature of the area in which you live.This is overcoming resistance through the use of

A)education and communication.
B)participation.
C)negotiation.
D)manipulation.
E)co-optation.

Question 68

In the early stages of his effort to change his department to make it more effective,Sammy noticed that his staff responds to his suggestions for change by offering opposite or different views to each of Sammy's reasons.This is an example of individual resistance due to

A)self-interest.
B)fear of the unknown.
C)different assessments.
D)selective information processing.
E)skepticism.

Question 69

Carrie is resistant to changes taking place in the organization.Her boss suspects that she is doing this because she thinks that she will lose her job if the changes take place.This is known as individual resistance based on

A)misunderstanding.
B)lack of trust.
C)different assessments.
D)self-interest.
E)low tolerance for change.

Question 70

________ is a paradox between establishing a sense of collective identity and acknowledging our desire to be recognized and accepted as unique individuals.

A)Organizing
B)Performing
C)Learning
D)Belonging
E)Identifying

Question 71

Yanni has noticed that one of the main reasons why his staff is resisting the changes that he wants to implement is that they lack information or they believe other information that is inaccurate.The best approach that he can adopt to overcome this resistance is

A)negotiation and agreement.
B)facilitation and support.
C)education and communication.
D)manipulation and co-optation.
E)participation and involvement.

Question 72

Anna believes the biggest impediment to change in her organization is the built-in mechanisms that produce stability.These mechanisms are known as

A)group inertia.
B)individual inertia.
C)structural inertia.
D)security.
E)habit.

Question 73

________ is a paradox between creating organization-wide goals to concentrate effort and recognizing the diverse goals of stakeholders inside and outside the organization.

A)Organizing
B)Performing
C)Learning
D)Belonging
E)Participating

Question 74

When a group will lose half of their usual budget allocation as a result of a change,they will resist change because of

A)group inertia.
B)structural inertia.
C)self-interest.
D)threat to expertise.
E)threat to resources.

Question 75

When collaboration is valued and rewarded by the culture,this is described as which dimension of the commitment to learning organization principles?

A)strategic leadership
B)continuous learning
C)team learning
D)inquiry and dialogue
E)system connection

Question 76

Change can occur quickly in organizations that have

A)single-loop learning.
B)double-loop learning.
C)organizational learning.
D)continuous learning.
E)discontinuous learning.

Question 77

A characteristic of innovative organizations is

A)process value analysis.
B)short tenure in managers.
C)high interunit communication.
D)low interunit communication.
E)re-engineering efforts.

Question 78

SCENARIO 14-2 Johnson Farm Products is expanding its traditional business with farmers to include home gardeners.The sales personnel who have had good long-term relationships with area farmers do not meet this change with enthusiasm.You know the change will be difficult if you cannot obtain their cooperation.
Refer to Scenario 14-2.You have threatened to eliminate positions and even to close down the company if your employees don't change their attitudes.You are using

A)education and communication.
B)participation.
C)negotiation.
D)coercion.
E)facilitation and support.

Question 79

SCENARIO 14-2 Johnson Farm Products is expanding its traditional business with farmers to include home gardeners.The sales personnel who have had good long-term relationships with area farmers do not meet this change with enthusiasm.You know the change will be difficult if you cannot obtain their cooperation.
Refer to Scenario 14-2.You have decided to involve the sales personnel in planning for the change and in stocking appropriate new items.This method for overcoming resistance is referred to as

A)education and communication.
B)participation.
C)negotiation.
D)manipulation and co-optation.
E)facilitation and support.

Question 80

Whenever an error is detected in Mike's department,the tendency is to correct it by referring to past routines or present policies.This is known as

A)single-loop learning.
B)double-loop learning.
C)organizational learning.
D)continuous learning.
E)discontinuous learning.