Chapter 6 Managing Change

Chapter 6 Managing Change 1 ) Organizational change can best be defined as A ) rethinking the organization's target markets B ) innovation that affects employees and customers C ) a " cleaning house " of the top executives D ) any alteration of people , structure , or technology Answer : D 2 ) Alison has an idea for improving the cfliciency of her work area . When she approached her supervisor , she was asked to shepherd the idea through the approval , implementation , and evaluations processes . Alison has become a A ) supervisor B ) change agent C ) group leader D ) job coach Answer : B 3 ) In organizations , people who act as catalysts and assume the responsibility for managing the change process are called A ) change masters B ) change agents C ) change champions D ) change generators Answer : B 104)Changes in eating habits are a A) physical B) psychological C) behavioral D) financial Answer: C symptom of stress 105) Which one of the following is true regarding reduction of employee stress? A) In order to reduce stress, managers should make sure that the employee's abilities match the job requirements B) A realistic job preview during the selection process maximizes stress by reducing ambiguity over job expectations C) Improved organizational communications maximizes ambiguity - induced stress D) Job redesigns that increase opportunities for employees to participate in decisions and to gain social support increase stress Answer A 106) Managers offer to employees who want to talk to someone about their problems A) wellness programs B) time management programs C) employee counseling D) performance planning programs Answer C 107) helps employeex whose personal lives suffer from a lack of planning to son out their specified A) time management program B) wellness program C) life insurance program D) health and wellness program Answer A Cultural change is easier when the organizational culture is strong Answer: FALSE )108 109) Cultural change is likely to take place when a dramatic crisis occurs. Answer: TRUE 110) A leadership change can facilitate cultural change. Answer: TRUE 111) Stress is the adverse reaction people have to excessive pressure placed on them from extraordinary demands, constraints, or opportunities. Answer: TRUE 112) Stress can be caused by personal factors and by job - related factors. Answer: TRUE 113) Employers believe the main reason people leave their jobs is stress, Answer: FALSE Taking away the employee's opportunity to participate in decisions that affect him / )114 her is one way to relieve work - related stress. Answer: FALSE 115) Type B personalities seldom experience the symptoms of stress. Answer: FALSE 116) Stress symptoms can be categorized as physical, psychological, and psychomotor, Answer: FALSE 117) A realistic job preview during the selection process minimizes stress by reducing task overload. Answer: FALSE refers to the ability to combine ideas in a unique way or to make unusual associations )121 between ideas. A) Innovation B) Alteration C) Creativity D) Change Answer: C is the process of taking a creative idea and turning it into a useful product or work )122 method A )Innovation B) Inspiration C) Creativity D) Ingenuity Answer: A 123) Which of the following is an example of a cultural variable that fosters innovation? A) abundant resources B) low external controls C) low specialization D) high job security Answer: B 124) When a member of her team offers an "off - the - wall" solution to a team problem, Martina has to contend with what cultural variable! A) tolerance of conflict B) tolerance of risk C) tolerance of the impractical D) focus on ends Answer: C 125) Which of the following is a structural variable that supports innovation? A) work and non - work support B) tolerance of conflict C) focus on ends D) high job security Answer: A 4) Outside consultants are more likely to initiate insiders are. organizational changes than A ) drastic B ) mild C ) acceptable D ) trivial Answer : A 5 ) Organizations need change because A ) the future is unpredictable B ) the environment is stable C ) external and internal factors create the forces for change D ) employees get bored with the status quo Answer : C 6 ) The Sarbanes - Oxley Act is an example of which of the following forces of change ? A ) internal change B ) technological change C ) external change D ) organizational strategy change Answer :C 7 ) The technology change in the manufacturing process of New Ideas , Inc.'s products to make the process more efficient is the result of a competitor lowering its price . Therefore , it was an ) A ) external force of change B ) internal force of change C ) marketplace force of change D ) economic force of change Answer : A First he was all about innovation. Next it was efficiency. Now Snyder's strategy is )8 customer responsiveness. These changes in strategy are indicative of A) external force of change B) internal force of change C) marketplace force of change D) economic force of change Answer: B 9. When the employees express their concem about their bonus checks, which of the following types of forces of change is in play? A) external force of change B) labor market force of change C) internal force of change D) social force of change Answer: C 10) Which one of the following is an example of changing consumer preferences? A) Cell phone cameras have improved with each version of the phone. B) Employers with at least 50 employees must offer health care plans C) A recession has caused an increase in unemployment D) The colors in home fashions change every year. Answer: D 11) Which one of the following represents a change in technology? A) Most business communication involves email B) Electricity is produced by generating plants that burn coal. C) Bold, bright colors in clothing and wall paint have largely replaced neutrals. D) The participation rate of the U.S. labor force is at its lowest point in the last 40 years. Answer: A 12 ) Sales are down ; unemployment is up . Evergreen Park Homes can no longer support its current level of production Evergreen is facing a change in A ) government regulations B ) technology C ) consumer preferences D ) the economy Answer : D 13 ) Falling interest rates are an example of what extemal force ? A ) change in composition of workforce B ) change in employee attitudes C ) technological change D ) economic change Answer : D 14 ) Bullseye , a large discount retailer , discovered it could not compete with the world's largest retailer and has repositioned itself as a more upscale discount department store . This move represents a change in A ) consumer preferences B ) organizational strategy C ) technology D ) the economy Answer : B During his first year of employment . Arnold saw mostly white male faces in his plant . ) 15 Now he sees women and men of all ages and ethnicities . Communication has become challenging . Amold has noticed a change in the A ) lifestyle choices B ) workforce composition C ) employment laws D ) employee attitudes Answer : B 16 ) Increasing the numbers of employed women and minorities forces managers to pay attention to what change factor ? A ) organizational strategy B ) changes in the composition of the workforce C ) new equipment D ) changing technology Answer : B 17 ) Which one of the following represents a change in technology ? A ) Hand - held calculators replaced pencil and paper in the workplace . B ) Brenda exchanged her broken iPhone 4 for an iPhone 5 . C ) Wooden desks were replaced by steel ones with composite tops , D ) Brownstone Corp. carpeted the tile floors in its office areas . Answer : A 18)Labor strikes are an example of which of the following interal change factors ? A ) workforce composition B ) new equipment C ) employee attitudes D ) organizational strategy .Answer : C 19) Outside consultants tend to recommend more cautious changes because they may fear lawsuits if the recommendations turn out badly Answer: FALSE 20) Government regulations are considered an internal factor for change because they force the business to change how it functions. Answer: FALSE 21) Cost - cutting measures tend to exacerbate the conditions that led to the need for cutting costs Answer: TRUE 22) Employees who prefer stability are less likely to try new technology Answer: TRUE 25) Fuel prices keep spiraling upward so recreational vehicle manufacturers are being pressured to produce lighter units that can be pulled by smaller trucks. This situation is representative of A) a driving force B) a social force C) a restraining force D) an economic force Answer: A 26) The two metaphors commonly used to describe the two views of the change process are A) smooth water and troubled water B) calm waters and white - water rapids C) shallow water and falling water D) burning bridge and water over the dam Answer: B 27) In the process metaphor, change is normal and expected and managing it is a continual A) calm waters B) white water rapids C) smooth water D) water over the dam Answer: B 28) Business had been humming along just fine until the Great Recession hit Benton Industries adjusted by laying off employees until the recession ended then hired them back. Then it was back to business as usual. This is an example of A) the shallow water metaphor B) the calm waters metaphor C) the white water rapids metaphor D) the falling water metaphor Answer: B 29) Lewin's three - step process is consistent with the theory of organizational change A) white - water rapids B) shallow waters C) smooth waters D) calm waters Answer: D 30) According to Kurt Lewin, which of the following is a stage in the change process? A) restraining B) driving processing D) unfreezing Answer: D 31)According to Kurt Lewin, increasing the driving forces is a means of ) A) unfreezing B) changing C) restraining D) refreezing Answer: A 32) The unfreezing step of the change process can he thought of as A) changing to a new state B) sustaining a change over time C) changing the organizational structure D) preparing for the needed change Answer: D 33) According to Lewin, which of the following is the objective of refreezing? A) directing behavior away from the change B) hindering the existing equilibrium C) eliminating the need for future change D) stabilizing the new situation Answer: D 34) "If it's not one thing it's another. We just get used to doing things one way and suddenly that's not good enough anymore. It's a new machine here, a new manager there, changing customer demands - it never endst "This is an example of A) the water over the dam metaphor B) the calm waters metaphor C) the white - water rapids metaphor D) the falling water metaphor Answer C 35) New Ideas, Inc. , focuses on new ideas, uses technology that changes frequently, and has strong competition in the market. This situation describes what metaphor of change? A) a shallow water metaphor B) a falling water rapid metaphor C) a rapid water metaphor D) a white - water rapids metaphor Answer: D 36) When the Pinto cars made by Ford were included involved in fatal rear - crash accidents, Ford officials made a decision to discontinue that model. Their decision was a(n) change A) inactive B) proactive C) reactive D) retroactive Answer: C 37) Bob is the noon manager at a fast - food hamburger restaurant. As soon as he saw the bus pull into the parking lot, he ordered the cooks to put down as many patties as the grill would hold and shifted his people around so every cash register was open Bob's response was A) inactive B) proactive C) deactive D) retroactive Answer: C 38) The White - water rapids "metaphor or linge is consistent with Lewin's concept of unfreezing, changing, and refreezing Answer: FALSE 42) Organizational change is any alteration of A) people, structure, or technology B) structure, management, or goals C) technology, goals, or management D) rules, procedures, or management Answer: A During the great recession, average household discretionary income declined. Families )43 sought less expensive alternatives for luxury items. Producers adjusted by offering lighter weight lower - cost items. These producers changed their A) strategies B) structures C) people D) technology Answer: A 44) Colin believes his organization could be more Profitable if it could respond to customers more quickly so he has decided to remove some management layers and increase the remaining managers' span of control. These would be considered changes in A) structural design B) structural process C) degree of centralization D) structural components Answer: D 45) Structural component changes include A) combining departmental responsibilities B) changing work processes C) changing attitudes D) changing behavior Answer: A If Kelly were to consider enhancing productivity by giving greater authority to her )46 subordinates and increasing formalization, she would be considering A) structural changes B) technological C) people D) strategy Answer: A 47) A company that decides to decentralize its sales procedures is managing changes A) technological B) people C) strategy D) structural Answer) D 48) After Body - Met acquired Uni - Dyne, the company reorganized around geographic divisions instead of function. This action represents changes in A) strategy B) structural components C) Structural design D) people Answer: D 49) Which type of change might include a shift from a functional to a product structure! A) a structural design change B) a structural component change C) a technological change D) a people change Answer: A After several expansions and acquisitions that resulted in duplicate positions of several )50 administrative functions, U.S. Big Corp. decided to reorganize itself around customers rather than around functions. This would amount to a change in A) structural design B) selection process C) degree of centralization D) structural components Answer: A 51) Changes work processes, methods, and cquipment are a part of A) technological B) structural component C) financial D) structural design Answer: A 52) Technological changes usually involve the introduction of A) new equipment, tools, or operating methods B) new equipment tools or people C) new equipment, operating methods or structure D) new equipment, people, or structure Answer: A 53) The installation of the new equipment at Fred Fryer's Donuts, Inc. is an example of A) people change B) management change C) technological change D) structural change Answer: C When supermarkets and other retailers use scanners that provide instant inventory )54 information, they are adopting changes A) technological B) people C) efficiency D) structural Answer: A 55) is the term used to describe change methods that focus on people and the nature and quality of interpersonal work relationships A) Commercial development B) Organizational development Career Development D) Comprehensive development Answer: B 56) If Kraft Foods hired a consultant to decrease group friction and enhance cooperative work relationships, this would be an example of managing A) technological B) people C ) Financial D) structural Answer: B 57) is a method of changing behavior through unstructured group interaction, A) Team building B) Intergroup development C) Survey feedback D) Sensitivity training Answer D An increase in the diversity of his department has led to conflict and animosity. To )58 reduce this and allow his team to become more productive. Lemuel has asked the Human Resources department to provide for his people. A) survey feedback B) sensitivity training C) team building D) intergroup development Answer: B 59) What organizational development technique involves changing the attitudes, stereotypes, and perceptions that work groups have about each other? A) team building B) intergroup development C) survey feedback D) sensitivity training Answer: B 60) Organizational change can be any alteration of strategy, people, structure, or technology, Answer: TRUE 61) Managers exclusively play the role of change agents. Answer: FALSE 62) Changing structure includes any change in structural variables such as reporting relationships, coordination mechanisms, employee empowerment, or job redesign Answer: ,TRUE Sensitivity training refers to activities that help team members learn how each member ) 63 thinks and works . Answer : FALSE An individual is likely to resist change because of the feeling )66 A) of achievement B) of uncertainty C) of personal gain D) that the change is in the organization's best interest Answer: B 67) When Joshua proposed cross - training his employees so absences and vacations would not pose such a problem in productivity, his employees objected. Their resistance came from their A) belief that ambiguity would increase B) fear that they would be forced out of their habits C) concern over personal loss of income D) belief that Joshua's changes would harm the organization Answer: B Shelly was the most senior employee in the department and knew just about everything )68 about everyone else's job. If all employees in the department were cross - trained, Shelly would no longer have an advantage that brought with it special privileges Shelly's resistance to change came from her A) belief that uncertainty would increase B) fear that she would be forced out of her habit C) concern over personal lose D) belief that the changes would harm the organization Answer: C 69) Back2Work succeeded because it offered personalized assistance to its clients People who had lost jobs - beginning with having a live person answer every phone call. When management proposed an automated answering service with a directory tree ("Press 1 for a company directory" for example), Cathy was concerned the company would lose customers Cathy's resistance stemmed from her A) belief that uncertainty would increase B) fear that she would be forced out of her habit C) concern over personal loss D) belief that the change was compatible with the goals and interests of the organization Answer D 70) Which one of the following techniques for reducing resistance to change assumes that much of the resistance lies in misinformation! A) negotiation B) education and communication c) participation D) facilitation and support Answer: B Fred's Donuts is installing new equipment in its bakery. Many employees are fearful )71 they will not be able to operate it. Which one of the following courses of actions is best for Fred to use to overcome this employee resistance? A) threaten the employees who resist the change B) present distorted facts to the employees C) terminate employees who resist the change D) educate employees and communicate with them Answer: D 72) In addition to face - to - face meetings, employers are encouraged to use | 1 communicate information about changes to their workforce A) paid public announcements B) social media C) bulletin boards D) emails Answer: B 73) involves includes individuals directly affected by the proposed change into the decision making process A) Participation B) Facilitation and support C) Delegation D) Manipulation and co – potation Answer: A Back2Work is considering replacing the receptionist who answers the phone with an )74 automated answering system. Back2Work should to reduce resistance to this change A) negotiate with the current receptionist B) tell the current receptionist she is being reassigned C) involve the current receptionist in the decision process D) explain the benefits of this change to the current receptionist Answer: C 75) Which one of the following techniques for reducing resistance to change includes employee counseling, therapy, new skills training, or a short paid leave of absence A) negotiation B) facilitation and support C) manipulation and co - optation D) coercion Answer: B 76) involves exchanging something of value for an agreement to lessen the resistance to the change effort A) Negotiation B) Manipulation and co – potation C) Coercion D) Facilitation and support Answer: A 77) involves distorting facts to make the change appear more attractive A) Framing B) Education and communication C) Participation D) Manipulation and co – potation Answer D Which of the following is a favorable condition that will facilitate a cultural change? )78 A) The organization has a strong culture B) The organization has a long existence C) A dramatic crisis occurs D) A stable leadership exists Answer: C 79) One reason people resist change in an organization is that they are afraid their skill set will be obsolete Answer: TRUE 80) People may resist change based on habit Answer : TRUE 81) Negotiation involves bringing those affected by change into the decision - making process: Answer: FALSE 82) Manipulation involves the use of direct threats against the resisters Answer: FALSE ,83) Coercion involves the use of covert attempts to influence others. Answer: FALSE A disadvantage of coercion is that it may be illegal and may undermine the change )84 agent's credibility. Answer: TRUE A change capable organization )87 A) links the present and the future B) seeks incremental changes C) encourages group – think D) follows its competitor's footsteps Answer: A 88) How can managers increase the likelihood of making change happen successfully? A) They should realize that they are just change agents, not change leaders. B) They should discourage entrepreneurial mindsets. C) They should give individual employees a role in the change process D) They should adapt the changes made by their competitors. Answer: C Which of the following is a characteristic of a change - capable organization? )89 A) separates the present and the future B) makes controlling a way of life C) encourages group – think D) shelters breakthroughs Answer: D 90) Which one of the following statements is most related to making successful change happen? A) Managers know best; they have all the answers, B) People will support what they help create C) The only constant is change D) The more things change, the more they are the same Answer: B 91) Cultural change is most likely to take place when A) the organization is old B) the organization is large C) the culture is strong D) there is a leadership change Answer : D 92) Which one of the following is a strategy for managing cultural change? A) Support employees who remain devoted to the old values, B) Redesign socialization processes to align with the new values. C) Keep the same stories and rituals D) Allow subcultures to flourish Answer B It is the adverse reaction people have to excessive pressure placed on them from )93 extraordinary demands. constraints or opportunities A) Euphoria B) Stress Degeneration D) Disease Answer: B 94) A prevents an individual from doing what he desires A )constraint B) demand C) lien D) necessity Answer: A 95) are factors related to an employee's job and include the design of a person's job, working conditions, and the physical work layout A) Task demands B) Role demands C) Interpersonal demands D) Psychological demands Answer A 96) One way to lessen stress in a job is to A) reduce the task identity in the job B) increase the task significance of the position C) increase the autonomy in the job D) increase the interdependence of the position Answer:C creates expectations that may be hard to reconcile of satisfy. )97 A) Role ambiguity B) Role conflict Role onerload D) Role demand Answer B 98) Cameron is expected to produce 550 parts per day, but His machine is capable of only 480 He is also expected to supervise six workers and make sure they have all the materials they need to perform their duties Cameron is likely to experience A) role conflict B) role expansion C) role ambiguity D) role overload Answer D 99) Darlene is just one of Cameron's "needy employees who require constant feedback and reassurance. Two other employees hicker constantly. Another one challenges everything Cameron says or does, Cameron is facing A) role toxicity B) emotional turmoil C) interpersonal demands D) burnout Answer C A personality is characterized by chronic feelings of a sense of time urgency, an )100 excessive competitive drive, and difficulty accepting and enjoying leisure time A) Type X B) Type Y C) TYPE A D) Type B Answer C 101) Stress symptoms are grouped under the categories of A) physical, economic, and legal B) physical, psychological and behavioral C) physical, psychological and cultural D) physical, political and social Answer: B 102) Which of the following is a physical symptom of stress? A) changes in metabolism B) changes in productivity C) changes in attitude D) changes in mood Answer: A 103) which of the following is an example of a psychological symptom of stress? A) changes in metabolism B) increased heart and breathing rate C) procrastination D) changes in productivity Answer: C An innovative culture is likely to have )126 A) high external controls B) low tolerance of risks C) closed - system focus D) tolerance of conflict Answer: D 127) Edwin would like to increase the level of creativity and innovation in his department. One step he could take would be to A) decrease external control B) decrease diversity of opinions C) reduce resources D) resolve conflict Answer: A 128) Which of the following structural variables is supportive of organizational innovation? A) minimal time pressure B) less creative people C) high interunit communication D) abundant resources Answer: C 129) Earnest's team works well when given " big picture "goals and allowed to develop ideas without detailed explanations or guidance. This would indicate Earnest's team is A) tolerant of conflict B) an open - system focus team C) tolerant of risk D) accepting of ambiguity Answer D actively and enthusiastically support new ideas, build support, overcome resistance, )130 and ensure that innovations are implemented A) Idea champions B) Idea developers C) Idea generators D) Idea screeners Answer A 131) Most idea champions A) have extremely high self - confidence B) are lethargic C) avoid risks D) are relenting Answer: A 132) Design thinking can provide a process for A) brainstorming B) coming up with things that don't exist C) experimenting with customers D) connecting idea champions in the design department with marketing experts Answer: B 133) Creativity refers to the ability to combine ideas in a unique way or to make unusual associations between ideas. Answer: TRUE Disruptive innovation describes )136 A) innovations in products, services, or processes that radically change an industry's rules of the game B) the introduction of significant improvements in existing products or services C) disruptions in the economy that require new laws or regulations D) breakthroughs in research that lead new medical procedures Answer A Which one of the following would be considered a disruptive innovation? )137 A) A new fuel source is developed for automobiles that emits no carbon B) A company learns how to harness the tides to make clectricity. C) Humans develop the capability of communicating telepathically D) Medical science develops a cure for all cancers. Answer: C 138) Which one of the following would be considered a sustaining innovation? A) Batteries for electric cars have a range of 500 miles on one charge. B) The steam engine makes travel by rail possible Robots are trained as combat soldiers D) Chips embedded into the brain provide access to entire libraries Answer: A 139) The term skunk works refers to A) a project gone bad B) an entrepreneurial operation funded by a large organization C) a production facility that no longer meets the needs of the organization D) an off - balance - sheet, secret research facility engaged in questionable activities Answer: B 140) Disruptive innovations are more likely to come from large companies with extensive resources Answer: FALSE 141) Large organizations have distinct cultures that limit their ability to move into new markets. Answer: TRUE . The Sarbanes - Oxley Act is an example of which of the following forces of change? )6 A) internal change B) technological change C) external change D) organizational strategy change Answer: C Organizational change is any alteration of )42 A) people, structure, or technology B) structure, management, or goals C) technology, goals, or management D) rules, procedures, or management Answer: A In the "white - water rapids" metaphor of change, change is seen as an occasional )39 disruption in the normal flow of events. Answer: FALSE It is the adverse reaction people have to excessive pressure placed on them from )93 extraordinary demands. constraints, or opportunities. A) Euphoria B) Stress C) Degeneration D) Disease Answer: B An innovative culture is likely to have )126 A) high external controls B) low tolerance of risks C) closed - system focus D) tolerance of conflict Answer: D Design thinking can do for innovation what TQM did for quality. Answer: TRUE )134