Chapter 15

Which of the following was/were part of the Enron scandal?

emphasis on consistent earnings growth absence of usual corporate checks and balances a culture that pushed for individual performance all of these

What term refers to employees or outside experts who assist with all phases of the change process, especially the resolution of conflicts?

change agents

Organizations must change in response to which of the following?

changing customer preferences changing labor markets changing economic environments all of these

Which of the following is/are influence by organizational culture?

employee satisfaction employee personal growth employee performance all of these

Intranets that are rarely updated can reflect a culture that ___________________.

does not value employee contributions has poor internal communication has poor attention to detail all of these

A former employee of the digital equipment corporation "almost came to blows" with a co-worker and was told by management that this behavior was admirable. This example illustrates which conflict culture?

dominating

Heated arguments and threats are accepted in which conflict culture?

dominating

What term refers to a conflict culture that is active and disagreeable?

dominating

Kurt Lewin's force field analysis model of organizational change process recognizes that there are always __________ forces that push organizations toward a new state and __________ forces that act to maintain the status quo.

driving, restraining

To facilitate organizational learning, it is important that learning happen _______________.

during a project after the project ends both of these

What term refers to values and norms that employees exhibit based on their observations of what actually goes on in the organization?

enacted values and norms

Outdoor clothing company Patagonia is noted for which of the following?

environmental awareness

What term refers to the preferred values and norms explicitly stated by the organization?

espoused values and norms

What is occurring when employees experiment with new behaviors as a test of their effectiveness in achieving the anticipated results?

exploration

To influence culture, managers can nurture traditions and rituals that ___________ the culture.

express define reinforce all of these

Cultures are made up of which of the following?

formal and informal practices artifacts espoused values and norms all of these

What term refers to a culture of conflict that is passive and disagreeable?

passive-aggressive

To influence culture, managers can develop a clear sense of mission and values about what the company should be and communicate it to employees through what they ____________.

pay attention to measure control all of these

Which of the following can help align espoused and enacted values and norms?

performance management feedback compensation systems all of these

Organizational structure is to skeleton as organizational culture is to _____________.

personality

Which of the following is NOT an artifact?

an organizational value

The silent treatment is most common within which conflict culture?

passive-aggressive

Which of the following Informal practices influence(s) culture?

"open door management" employees helping each other employees of different ranks eating lunch together all of these

How long does an after action review normally last?

20 minutes or less

__________ conflict management norms resolve conflict openly, whereas __________ conflict management norms tend to avoid addressing conflict.

Active, passive

__________ conflict management norms resolve conflict in a cooperative manner, whereas ___________ conflict management norms resolve conflict competitively.

Agreeable, disagreeable

Ray Stata, President and CEO of Analog Devices, Inc. said, "______________________ may become the only sustainable source of competitive advantage."

The rate at which organizations learn

Which of the following is NOT true about after action reviews?

They are intended to assign credit and blame.

Which of the following is NOT true about strong cultures?

They are internally inconsistent.

Which of the following is true about after action reviews?

They help to sustain strengths and improve weaknesses.

______________ prepares people and organizations for change by creating a disequilibrium between driving and restraining change forces.

Unfreezing

Professor John Kotter identified eight reasons why many change processes do not succeed. Which of the following is one of them?

allowing too much complacency

In after action reviews, participants answer four questions. Which of the following is NOT one of them?

Who made the most important contribution?

What company gave its 25,000 field-service engineers access to a knowledge-sharing system that they can consult during sales calls, leading to a nearly ten percent savings on parts and labor, worth $15 to $20 million per year?

Xerox

What term refers to an organization that facilitates the learning of all its members and continually transforms itself?

a learning organization

What type of culture exists when employees have shared norms and values that are not consistent with what the organization wants or values?

a strong negative culture

Resistance to change can take the form of which of the following?

absenteeism turnover formal complaints all of these

What term refers to a professional discussion of an event that enables discovery of what happened, why it happened, and how to sustain strengths and improve on weaknesses?

after action review

What term refers to the physical manifestation of the culture including open offices, awards, ceremonies, and formal lists of values?

artifacts

Incremental change is to rearranging furniture in a room as transformative change is to _________________.

asking if this is the building where we should be

What term refers to those organizational values that have become so taken for granted over time that they become the core of the company's culture?

assumptions

Someone who frequently gives in to another's point of view probably works within which conflict culture?

avoidant

The founder and director at Wang Laboratories sent out a memo stating that he did not want to hear of any disagreements with his policies. What type of conflict culture consequently developed?

avoidant

What term refers to a culture of conflict that is passive and agreeable?

avoidant

Which conflict culture strives to preserve order and control and/or to maintain harmony and interpersonal relationships?

avoidant

According to François de la Rochefoucauld, "The only thing constant in life is _____________."

change

In what conflict culture do employees actively manage and resolve conflicts cooperatively to find the best solution for all involved parties?

collaborative

What term refers to a conflict culture that is active and agreeable?

collaborative

What type of conflict culture does Southwest Airlines have?

collaborative

What happens when the proposed change in embraced?

commitment

What term refers to shared norms for managing conflict?

conflict cultures

Molson Coors' new CEO Peter Swinburn says, "If you spend five years developing a brand, why shouldn't you spend five years developing a ___________?"

culture

What term refers to the extent to which majority members value efforts to increase minority representation, and whether the qualifications and abilities of minority members are questioned?

culture of inclusion

What is occurring when employees refuse to believe that a change is necessary or that it will actually be implemented?

denial

What is the most common order of employee reactions to change?

denial, resistance, exploration, commitment

Which of the following is an external driver of change?

deregulation

Identify the correct order for Lewin's phases of the change process.

diagnosis, unfreezing, movement, refreezing

Which of the following is an inner layer of organizational culture?

fundamental values

What term refers to regular, stable patterns of events that become routines and take time to change?

habits

An organization's culture is reflected in which of the following?

how it gets work done how employees interact with each other both of these

Misunderstandings _____________ uncertainty and ___________ the chances that employees do not buy into the need for the change.

increase, increase

What term refers linear, continuous change conducted to fix problems or change procedures?

incremental change

A more centralized, heavily edited and filtered site reflects a culture in which information flows______ freely and employee contributions are _______valued.

less, less

To convert the parties affected by a change into supporters of the change, the communication message should incorporate five components. Which of the following is NOT one of them?

list of risks related to the change

People with a _____ tolerance for ambiguity tend to interpret ambiguous situations as threatening.

low

According to noted culture researcher Edgar Schein, what is the function of leadership?

managing culture

Which of the following is an outer layer of organizational culture?

marketing strategies

Intranets with a/an __________ scope can reinforce a culture of secrecy and information hoarding.

narrow

Which of the following is/are influenced by organizational culture?

norms communication socialization all of these

Professor John Kotter identified eight reasons why many change processes do not succeed. Which of the following is NOT one of them?

not allowing enough complacency

What term refers to a planned effort to increase an organization's long-term effectiveness?

organization development

What term refers to a system of shared values, norms, and assumptions that guide members' attitudes and behaviors?

organizational culture

What term refers to a smaller version of an organizational change intended to test the proposed change and improve it before rolling it out to the entire organization?

pilot project

Perceptions of the fairness of both change procedures and outcomes are related to more __________ employee reactions to the change.

positive

Which of the following is NOT one of the four levels of culture?

profit

Which of the following formal practices influence(s) culture?

profit sharing training programs teleconferencing all of these

What term refers to the institutionalization of the changes into everyday life?

refreezing

A company's culture should _____________ its business strategy.

reinforce

What is occurring when employees attempt to postpone the change implementation by withholding participation and trying to convince decision makers that the proposed change is inappropriate?

resistance

What term refers to any behavior that preserves the status quo in the face of pressure to change?

resistance to change

What term refers to resisting a change to "prove" that another option was better or to try to demonstrate that the person championing the change is incompetent?

saving face

Dan Holtshouse, director of knowledge initiatives for Xerox, said "What we have learned is the importance of creating a work environment with a culture and incentives that are conducive to _________, and to support that environment with improved work processes and strong ___________."

sharing, technology

Because strong cultures create _____________ employee values and behaviors, they are __________ to change.

stable and consistent, slow

In a ______________ culture, the reaction to the arrival of the plan manager is: "Heads up! The plant manager is coming onto the production floor—look busy!"

strong negative

In a _____________ culture, the reaction to the arrival of the plant manager is: "We're proud to have our plant manager come onto the production floor to observe our ethical, high-performance, high-quality work behaviors. We work this way whether the manager is here or not."

strong positive

Actively managing an organization's culture improves its competitive advantage and performance when the culture _________________.

supports the business strategy is strong enables innovation and change all of these

Which of the following is an internal driver of change?

talent shortages

If a business strategy and corporate culture are pulling in two different directions, which will win?

the culture

According to Kurt Lewin, successful change occurs when _______________.

the driving forces are strengthened the restraining forces are weakened both of these

A manager at Intel threw a monthly dinner party for whom?

the group that had made a valiant effort that just didn't work out

American capitalist icon and philanthropist Andrew Carnegie said, "The only irreplaceable capital an organization possesses is ______________________."

the knowledge and ability of its people

To convert the parties affected by a change into supporters of the change, the communication message should incorporate information about which of the following?

the need for change those affected being behind the change the appropriateness of the change all of these

Not having enough _________ can be a barrier to change.

time money expertise any of these

What personality trait reflects the tendency to perceive unclear or complicated situations as desirable or as threatening?

tolerance for ambiguity

What term refers to radical change that tends to be both multidimensional and multilevel, involving discontinuous shifts in thinking or perceiving things?

transformative change

What is the foundation of culture?

trust

At Quicken Loans, CEO Bill Emerson believes that, "Great companies create a culture where everyone believes _______________..."

we're all in this together

Which of the following is/are sometimes used by learning organizations to collect employees' knowledge and make it available to others?

wikis blogs searchable databases all of these