Deck 11: Skills for Communicating Change

Question 1

Marshak's ____ imagery of change is based upon a "move and relocate" view in which the change is designed to alter how the organization operates, such as moving from manual to automated operational processes.

A) Machine
B) Developmental
C) Transitional
D) Transformational

Answer 1

C

Question 2

Which of the following is NOT contained in a good story?

A) A protagonist the listener cares about
B) Trials and tribulations
C) A turning point
D) A battle of good vs. evil

Answer 2

D

Question 3

Marshak's ____ imagery of change is based upon a "liberate and re-create" view of the needed change such as reinventing itself of fundamentally changing the nature of the business or market in which the organization operates.

A) Machine
B) Developmental
C) Transitional
D) Transformational

Answer 3

D

Question 4

According to Wolvin and Coakley, ____ listening involves striving to understand the message for later recall.

A) Discriminative
B) Comprehensive
C) Therapeutic
D) Appreciative

Question 5

According to Gerard and Teurfs, ____ transformation involves replacing individualism with collaboration.

A) Behavioral
B) Experiential
C) Attitudinal
D) None of the above

Question 6

According to the text, which of the following is NOT a place that IBM is planning to offshore high-cost programming jobs?

A) Mexico
B) Brazil
C) India
D) China

Question 7

Marshak's ____ imagery of change is based upon a "fix and maintain" view that depicts the organization as being broken and the change is desired to fix the problem.

A) Machine
B) Developmental
C) Transitional
D) Transformational

Question 8

The term ____ relates to linking to other ideas and issues.

A) Packaging
B) Bundling
C) Imaging
D) Presenting

Question 9

According to Wolvin and Coakley, ____ listening involves determining the significance of auditory/visual messages.

A) Discriminative
B) Comprehensive
C) Therapeutic
D) Critical

Question 10

According to Arndt and Bigelow, which of the following was NOT a key defensive impression management practice used to protect managers from negative reactions by their stakeholders?

A) Excuses
B) Justifications
C) Disclaimers
D) Revealing

Question 11

According to Sillince, which of the following is NOT a dominant language form used to convey organizational change conversations?

A) Ideals
B) Appeals
C) Deals
D) Reveals

Question 12

Which of the following is NOT a way in which change may be toxic to staff?

A) Unrealistic expectations
B) Internal competition
C) Angry bosses
D) Making jobs easier

Question 13

____ are people whose skills extend to helping others deal with the organizational pain that can be associated with change.

A) Toxic handlers
B) Happy campers
C) Organizational sweethearts
D) Mud filters

Question 14

According to Dutton, which of the following is NOT contained in the concept of "how ideas are packaged"?

A) Linking the idea to the logic of the business plan
B) The organizational image
C) Raising the proposal continuously
D) Packaging the issue incrementally so that the size of the change does not appear to be too large

Question 15

According to Wolvin and Coakley, ____ listening is based upon the intention of helping others.

A) Discriminative
B) Comprehensive
C) Therapeutic
D) Appreciative

Question 16

According to Sillince, ____ is a dominant language form used to convey organizational change conversations that seek support.

A) Ideals
B) Appeals
C) Deals
D) Rules

Question 17

In 2006, ____ was the social networking site that suffered a revolt after introducing News Feed.

A) Facebook
B) My Space
C) Web Share
D) Fantazja

Question 18

According to Hussey, which of the following term(s) is often misused by management?

A) Empowerment, Culture and Learning Organization
B) Success, Change and Innovation
C) Development, Diversity and Customer-oriented
D) Leadership, Change and Strategy

Question 19

Which of the following is NOT a form of initiative conversation?

A) An assertion
B) A request
C) A declaration
D) An illusion

Question 20

According to Wolvin and Coakley, ____ listening involves evaluating a message for interpretation, analysis or making judgments.

A) Comprehensive
B) Therapeutic
C) Appreciative
D) Critical

Question 21

Where announced changes are initially well-received by shareholders, stock performance may increase in the short term, but plummet over the period of the change implementation.

Question 22

Due to the fact that toxic handlers soak up the ill-effects of the change process, toxic handlers themselves can become burned out by their pain-relieving activities.

Question 23

_____ events are defined by Pearson and Chair as being highly ambiguous, surprising to staff, low in probability and provide a dilemma about the type of change decisions that are needed.

A) Organizational crisis
B) Profound
C) Reputation
D) None of the above

Question 24

Using the ____ imagery of change, the change agent would use such terms as "reinventing", "re-creating" and "adopting" a new paradigm.

A) Developmental
B) Machine
C) Transitional
D) Transformational

Question 25

According to Marshak, one reason that change fails is because the imagery and metaphors that managers use are out of sync with the type of change that they desire.

Question 26

According to Arndt and Bigelow, ____ involves taking responsibility for decisions, but presenting it in a positive light without referring to any negative consequences.

A) Excusing
B) Justifying
C) Disclaiming
D) Rationalizing

Question 27

____ frames a change as deviating from current standards, for example by selling the change as a way of meeting the needs of not just stockholders but divergent organizational constituents.

A) Acquiescence sense giving
B) Balancing sense giving
C) Community sense giving
D) Diverse sense giving

Question 28

Which crisis management change strategy was NOT used by Firestone in the wake of the August 2000 recall of six million tires?

A) Mortification
B) Denial
C) Shifting of blame
D) Contrition

Question 29

According to the text, which of the following is NOT a reason that BP received negative press during 2005?

A) A refinery explosion in Texas
B) Downsizing in Europe
C) Questions about tax evasion in Russia
D) Offshoring of jobs to India

Question 30

When significant events are triggered by situations external to the organization, they serve to threaten the corporate reputation of the organization with external stakeholders and with the wider public.

Question 31

The airline that suffered a "meltdown" and was "near chaos" following a major ice storm in 2007 was:

A) American Airlines
B) US Air
C) JetBlue Airlines
D) Southwest Airlines

Question 32

Conversations for closure include acknowledgements, celebrations and rewards.

Question 33

CEO Dennis Kozlowski of _____ was accused of using company funds for inappropriate purposes, eventually leading to a major public scandal, including a conviction for conspiracy, fraud and grand larceny.

A) Enron
B) Adelphia
C) Tyco
D) Worldcom

Question 34

In making a public apology, the strategy in which companies attempt to distance themselves from the source of the wrongdoing, sometimes by scapegoating or maintaining that the source of the problem was peripheral to the mainstream operations of the company is known as:

A) Persuasive accounts
B) Statement of regret
C) Dissociation
D) Selective verbal manipulation

Question 35

Following Merck's decision to withdrawal the Vioxx drug from the market, the company saw a decrease the number of negative stories reported about the organization.

Question 36

Issue selling is the process whereby individuals seek to present to senior managers specific changes that they would like to see occur.

Question 37

Inter-related rationales held by staff that do not encourage people to practice open communication and are not based on facts or data include all of the following EXCEPT:

A) Myths
B) Assumptions
C) Beliefs
D) Fabrications

Question 38

We can assume that different parties to a change environment share a common view of the change words and language that are in use.

Question 39

A good story to inspire organizational change tends to have a beginning, middle and end.

Question 40

The developmental imagery of change is based on a "fix and maintain" view that depicts the organization as being broken and the change is designed to fix the problem.