Question 1

Which tactic to overcome resistance to change is a relatively inexpensive way to gain the support of adversaries, but may backfire if the targets become aware of the tactic?
A) negotiation
B) conciliation
C) manipulation
D) coercion
E) arbitration

Accepted Answer

Manipulation is a tactic that can be used to gain the support of adversaries, but it may backfire if they become aware of the tactics being used. This tactic involves using indirect or subtle forms of persuasion, such as flattery or withholding information, to get opponents to change their minds or behaviors. While it can be effective in the short term, it can also damage relationships and erode trust if discovered. Negotiation, conciliation, coercion, and arbitration are all more straightforward and transparent tactics for overcoming resistance to change.

Question 2

Which of the following is the first step in Kotter's eight-step plan for implementing change?
A) Create a new vision to direct the change and strategies for achieving the vision.
B) Establish a sense of urgency by creating a compelling reason for why change is needed.
C) Plan for, create, and reward short-term "wins" that move the organization toward the new vision.
D) Form a coalition with enough power to lead the change.
E) Communicate the vision throughout the organization.

Accepted Answer

The first step in Kotter's eight-step plan for implementing change is to establish a sense of urgency by creating a compelling reason for why change is needed. This involves communicating the need for change, identifying the risks of not changing, and building support for the change among key stakeholders. Without a sense of urgency, it may be difficult to rally support and achieve the necessary momentum for change.

Question 3

Which tactic for overcoming resistance to change basically assumes that the source of resistance lies in misinformation?
A) implementing changes fairly
B) participation
C) education and communication
D) coercion
E) cooptation and manipulation

Accepted Answer

The tactic of education and communication assumes that resistance to change is due to misinformation or lack of understanding about the change. This tactic seeks to address the source of resistance by providing accurate information about the change and why it is necessary.

Question 4

Who developed a three-step model for change that included unfreezing, movement, and refreezing?
A) John Kotter
B) David McClelland
C) Douglas Surber
D) Lawrence Summers
E) Kurt Lewin

Accepted Answer

Kurt Lewin developed the three-step model for change that includes unfreezing (preparing for change), movement (implementing change), and refreezing (stabilizing the change).

Question 5

Using covert influence to overcome resistance to change is called ________.
A) negotiation
B) conciliation
C) education
D) coercion
E) manipulation

Accepted Answer

Covert influence techniques are manipulative methods used to persuade others to do something they may not ordinarily do. They involve deceitful and often unethical tactics such as withholding information, misrepresenting the facts, or using emotional manipulation to persuade or coerce others. Covert influence is often used to overcome resistance to change, as it involves manipulating people's beliefs and perceptions to convince them to accept a new idea, policy, or strategy.

Question 6

Strum Services provides content management services to major educational publishers. Due to low morale, the level of employee output has been below par which has caused a backlog in work.
-Which of the following, if true, would weaken the argument to use coercive techniques in this situation?
A) The company cannot afford to hire temp workers to handle the backlog and complete the work on time.
B) The company has taken several efforts to improve the level of employee morale and motivation.
C) The company's current work volumes are quite high.
D) The company recently learned that one of its clients utilizes the services of a rival content management firm.
E) The company just finished its peak season, during which employees were required to work overtime and on weekends.

Accepted Answer

If the company just finished its peak season, during which employees were required to work overtime and on weekends, then this would explain their low morale. Using coercive techniques under such conditions would not be effective. If current work volumes are high, and if the option of hiring temp workers is not available to the company, then coercive techniques might be required. If the company runs the risk of losing business to a rival firm due to poor productivity, then the use of coercion would make sense. The argument is only slightly strengthened by the fact that the company has taken several efforts to improve employee morale and motivation.

Question 7

Your company, Johnson Farm Products, has decided to expand its traditional business serving farm owners in order to include home gardeners in its customer base. This change is not met with enthusiasm by the sales personnel who have had good long-term relationships with area farmers. You know that the change will be difficult to implement if you cannot overcome the resistance of the sales personnel and obtain their cooperation.
-You have brought in the local extension agent to explain demographics and the changing nature of the area in which you live. The method for overcoming resistance that you have chosen is ________.
A) education and communication
B) participation
C) negotiation
D) manipulation and cooptation
E) coercion

Accepted Answer

The chosen method for overcoming resistance is education and communication, as bringing in the local extension agent to explain the changing demographics of the area in which the company operates is an example of educating and communicating with the sales personnel. This approach aims to inform and convince them of the benefits of expanding their customer base in order to obtain their cooperation. This method is more ethical and respectable than other options like manipulation, coercion or cooptation.

Question 8

Who built on Lewin's three-step model to create a more detailed eight-step plan for implementing change?
A) John Kotter
B) David McClelland
C) Douglas Surber
D) Lawrence Summers
E) Henry Mintzberg

Accepted Answer

John Kotter built on Lewin's three-step model to create a more detailed eight-step plan for implementing change.

Question 9

Strum Services provides content management services to major educational publishers. Due to low morale, the level of employee output has been below par which has caused a backlog in work.
-Which of the following is one of the three steps in the Lewin's three-step change model?
A) analysis
B) movement
C) evaluation
D) dreaming
E) designing

Accepted Answer

The Lewin's three-step change model includes unfreezing (preparing for change), changing (implementing change), and refreezing (anchoring change). "Movement" refers to the changing step, which involves actually implementing the change.

Question 10

"Buying off" the leaders of a resistance group by giving them a key role and seeking their advice not to find a better solution but to get their endorsement is an example of ________.
A) coercion
B) cooptation
C) procedural fairness
D) distributive bargaining
E) operant conditioning

Accepted Answer

Cooptation is the strategy of bringing members of a resistance group into a coalition government. It involves buying off leaders of the movement and giving them key roles so they become invested in the success of the government. Seeking their advice is not done to find a better solution but to secure their endorsement, making them complicit in the government's actions.

Question 11

Strum Services provides content management services to major educational publishers. Due to low morale, the level of employee output has been below par which has caused a backlog in work.
-Which of the following, if true, would strengthen the argument to use coercive techniques in this situation?
A) The company is on a tight deadline to complete a major project for an important client.
B) The company is in its lean season and work volumes are low.
C) The company can afford to hire temp workers to handle the backlog and complete the work on time.
D) The company's workforce is comprised of employees with highly specialized skill sets.
E) Employees are demotivated because of the company's stringent work culture.

Accepted Answer

The tight deadline to complete a major project for an important client requires the company to complete the work on time, with high quality. Therefore, coercive techniques might be required to get the desired level of output from employees.

Question 12

Your company, Johnson Farm Products, has decided to expand its traditional business serving farm owners in order to include home gardeners in its customer base. This change is not met with enthusiasm by the sales personnel who have had good long-term relationships with area farmers. You know that the change will be difficult to implement if you cannot overcome the resistance of the sales personnel and obtain their cooperation.
-You have decided to involve the sales personnel in planning for the change and in stocking appropriate new items to sell to gardeners. The method for overcoming resistance that you have chosen is ________.
A) education and communication
B) participation
C) negotiation
D) manipulation
E) coercion

Accepted Answer

The method chosen is participation, as it involves involving the sales personnel in planning for the change and stocking appropriate new items. By involving them in the process, their resistance is likely to decrease as they feel more invested in the change and have the opportunity to provide input and suggestions.

Question 13

Which of the following tactics for overcoming resistance to change is most likely to be beneficial when employees' fear and anxiety are high?
A) manipulation
B) building support and commitment
C) participation
D) implementing changes fairly
E) coercion

Accepted Answer

When employees' fear and anxiety are high, counseling and therapy, new-skills training, or a short paid leave of absence may facilitate adjustment. These are the various ways of building support and commitment.

Question 14

You have threatened to eliminate positions and even to close down the company if your sales personnel don't change their attitudes. The method for overcoming resistance that you have chosen is ________.
A) education and communication
B) participation
C) negotiation
D) coercion
E) cooptation

Accepted Answer

Coercion is a method of overcoming resistance by using force, threats or punishment. Threatening to eliminate positions and close down the company is an act of coercion as it seeks to create fear in the employees. This method may be effective in the short term, but it can lead to dissatisfaction and demotivation among employees, which can negatively affect the company's performance in the long run.

Question 15

The application of direct threats or force upon resisters is called ________.
A) negotiation
B) cooptation
C) manipulation
D) coercion
E) arbitration

Accepted Answer

The application of direct threats or force upon resisters is called coercion. Negotiation, cooptation, manipulation, and arbitration do not involve direct threats or force.

Question 16

If individuals resisting change are included in making change decisions in an attempt to gain their support, this approach is called ________.
A) cooptation
B) exploitation
C) arbitration
D) coercion
E) conciliation

Accepted Answer

Cooptation is a strategy where individuals who resist change are included in the decision-making process to gain their support. Exploitation, coercion, and arbitration are not related to including resistant individuals in decision-making. Conciliation is a strategy to resolve conflicts, but not specifically related to gaining support for change.

Question 17

Which of the following is the last step in Kotter's eight-step plan for implementing change?
A) Form a coalition with enough power to lead the change.
B) Establish a sense of urgency by creating a compelling reason for why change is needed.
C) Communicate the vision throughout the organization.
D) Reinforce the changes by demonstrating the relationship between new behaviors and organizational success.
E) Consolidate improvements, reassess changes, and make necessary adjustments in the new programs.

Accepted Answer

Kotter's eight-step plan for implementing change concludes with reinforcing the changes by demonstrating the relationship between new behaviors and organizational success, to ensure the change is sustained over time.

Question 18

________ is one way to achieve unfreezing of an organization's status quo.
A) Increasing the driving forces directing behavior away from the status quo
B) Incorporating a structural inertia in the structure of the organization
C) Increasing employee investment in the status quo
D) Decreasing management's investment in change
E) Increasing the rigidity of the organizational hierarchy

Accepted Answer

Increasing the driving forces directing behavior away from the status quo is one way to achieve unfreezing of an organization's status quo. This can be done by creating a sense of urgency or dissatisfaction with the current state of affairs, increasing awareness and understanding of the need for change, or offering incentives to encourage behavioral change.

Question 19

Procedural fairness while implementing changes is especially important when ________.
A) the organization is facing intense competition
B) the employees have participated in the decision-making process
C) the employees perceive the outcome as negative
D) the environment in which the business operates is dynamic
E) the employees are resisting the change due to group inertia

Accepted Answer

Procedural fairness becomes especially important when employees perceive the outcome of the change as negative, as this can lead to resistance and negative attitudes towards the change. Ensuring that the process for implementing the change is perceived as fair can help to mitigate these negative reactions.

Question 20

Management of a company threatens to close a manufacturing plant in the company whose employees are resisting an across-the-board pay cut. But this threat is actually untrue. In this case, which of the following tactics of overcoming resistance to change is being used by the management?
A) procedural fairness
B) negotiation
C) conciliation
D) manipulation
E) arbitration

Accepted Answer

Manipulation is being used by the management in this case. They are making a false threat to close the manufacturing plant in order to pressure employees into accepting the pay cut. This is a deceptive tactic that does not involve honest communication or negotiation.

Quiz 18: Organizational Change and Stress Management

Which tactic to overcome resistance to change is a relatively inexpensive way to gain the support of adversaries, but may backfire if the targets become aware of the tactic?

Which of the following is the first step in Kotter's eight-step plan for implementing change?

Which tactic for overcoming resistance to change basically assumes that the source of resistance lies in misinformation?

Who developed a three-step model for change that included unfreezing, movement, and refreezing?

Using covert influence to overcome resistance to change is called ________.

Strum Services provides content management services to major educational publishers. Due to low morale, the level of employee output has been below par which has caused a backlog in work. -Which of the following, if true, would weaken the argument to use coercive techniques in this situation?

Who built on Lewin's three-step model to create a more detailed eight-step plan for implementing change?

Strum Services provides content management services to major educational publishers. Due to low morale, the level of employee output has been below par which has caused a backlog in work. -Which of the following is one of the three steps in the Lewin's three-step change model?

"Buying off" the leaders of a resistance group by giving them a key role and seeking their advice not to find a better solution but to get their endorsement is an example of ________.

Strum Services provides content management services to major educational publishers. Due to low morale, the level of employee output has been below par which has caused a backlog in work. -Which of the following, if true, would strengthen the argument to use coercive techniques in this situation?

Which of the following tactics for overcoming resistance to change is most likely to be beneficial when employees' fear and anxiety are high?

You have threatened to eliminate positions and even to close down the company if your sales personnel don't change their attitudes. The method for overcoming resistance that you have chosen is ________.

The application of direct threats or force upon resisters is called ________.

If individuals resisting change are included in making change decisions in an attempt to gain their support, this approach is called ________.

Which of the following is the last step in Kotter's eight-step plan for implementing change?

________ is one way to achieve unfreezing of an organization's status quo.

Procedural fairness while implementing changes is especially important when ________.

Management of a company threatens to close a manufacturing plant in the company whose employees are resisting an across-the-board pay cut. But this threat is actually untrue. In this case, which of the following tactics of overcoming resistance to change is being used by the management?