Chapter 18 SmartBook - MGMT 3000

One-on-one discussions, presentations, reports, and memos to communicate an upcoming change are designed to ______ employees on the nature of and logic behind the change.

educate

Which step in the resistance management process begins with establishing a vision of where the company is heading?

moving

When management offers concrete incentives, such as rewards and job perks, for cooperation with the change, it is using _____.

negotiation and rewards

What term describes the systemwide application of behavioral science to organizational effectiveness?

organization development

To avoid resistance and enlist cooperation from employees, management should seek ______ from people throughout the organization.

participation and Involvement

Marta agreed to vote "no" with her colleagues to the proposed change in graduation requirements even though she thought the changes were important. Marta's resistance to change in this case was the result of ______.

peer pressure

The difference between the actual performance and desired performance is called the _____.

performance gap

When people resist change because they are too busy to learn something new, they are resisting because of _____.

poor timing

Your future is just a roll of the dice if you think only about the ______ or wallow in the ______ of the future.

present; uncertainties

If a change in the workplace is sudden or extreme, employees might respond with _____.

resistance

The goal of an organizational management leader should be to create a(n) ______ for reengineering his or her company before it becomes a dinosaur.

revolution

What term describes companies that take the current industry structure and its future evolution as givens?

Adapters

______ are important considerations for leading and learning into the future.

Collaboration and the long run

Which change activity requires using every possible channel and opportunity to reinforce the vision?

Communicating the change vision

What is the goal of establishing a sense of urgency around change?

Create a sense of determination

______ means putting together a group with enough power to lead a change.

Creating a guiding coalition

What is the key to long-term success in managing change?

Develop true support

Even after word processing became an accepted technology, some people still resisted utilizing it because they were comfortable with their old ways of preparing documents. This type of resistance to change might be classified as ____.

Inertia

Which of the following is a common reason for complacency?

The absence of a major crisis that managers can see

Which statement is true regarding harmonizing multiple changes?

There is no single method to ease organization change.

Which statement about enduringly great companies is true?

They have strong core values.

True or false: The recognition of a performance gap is an important contributor to unfreezing behavior.

True

What expression describes the limiting belief that things must be either A or B and cannot be both, and that only one goal and not another can be attained?

Tyranny of the or

In which stage of managing resistance must people accept that their past ways of doing things are obsolete?

Unfreezing

It is important that managers provide adequate time for employees to process a change initiative before expecting the change to occur. This is because employees often resist change when the change is ______.

a surprise

Companies that conduct standard strategic analyses to decide where to compete in the future are known as _______.

adapters

According to Collins and Porras, the essential characteristics of the "built to last" companies included all of the following except ______.

business-as-usual goals

To achieve sustained greatness, companies must _____.

continue to change and better themselves

With continuous learning, your company can have _____.

higher-quality products

Unfreezing, moving, and refreezing are elements in _____.

motivating people to change

The ability of a firm to achieve multiple objectives at the same time is an example of ____.

the genius of the and

Shantika is a sales manager for a textile company. She has just been told that the software conversion that she suggested is finally going to occur this week, but the annual sales report is due on Friday. Shantika would most likely resist this change because of ____.

timing

Managers often ______ the amount of resistance to change they will encounter.

underestimate

In the ______ stage of managing resistance, management realizes that it must break out of its present mold by doing things differently.

unfreezing

Developing ______ is important for directing the change effort in an organization.

vision and strategy

Which of the following actions are characteristic of world-class organizations?(Check all that apply.)

- Adopt effective new strategies - Abandon outdated methods - Produce high-value merchandise

An effective approach to managing resistance to change and enlisting cooperation from employees includes _____.

- Education and communication - Participation and involvement - Facilitation and support

Which statement is true about communicating the change vision? (Check all that apply.)

- Managers must listen to employees as well as communicate the vision. - Chances of success are undermined when the vision is undercommunicated.

Which of the following are elements of a guiding coalition in the change process? (Check all that apply.)

- Members have organizational power. - Members come from all levels of the company.

Motivating people to change requires which of the following basic stages? (Check all that apply.)

- Moving - Unfreezing - Refreezing

Even managers who do not want to institute revolutionary change must take certain actions to shape the future. These include _____.

- Navigate a changing environment. - Choose long-term goals.

What is most needed for an organization to successfully manage change?

More of its people to take an interest in helping

What is the act of instituting a change (and the second step in the process of managing resistance)?

Moving

What are managers doing when they determine the idealized, expected state of affairs after the change is implemented?

Developing a vision and strategy

Which activity of leading change involves identifying crises and opportunities?

Establishing a sense of urgency

What term describes a reluctance to disturb the status quo because the old ways are comfortable?

Inertia

Which statement is true about becoming a world class organization?

It requires applying the best and latest knowledge and ideas.

______ means taking risks, moving outside your comfort zone, honestly assessing the reasons behind your successes and failures, and being open to new ideas.

Lifelong learning

Which statement is true about educating people about upcoming changes?

Management should educate people before the changes occur.

Which statement is true about organization change?

Many issues often need to be addressed simultaneously.

In return for participation and cooperation in instituting a major organizational change, Leopard Textiles provided each of its employees with two extra days of paid vacation. Which method of dealing with employee resistance to change does this exemplify?

Negotiation and rewards

Which of the following is a common mistake of managers attempting to implement change?

Not encouraging participation from all levels of employees

______ is the umbrella concept that refers to the development, improvement, and reinforcement of the strategies, structures, and processes that lead to organizational effectiveness.

Organization development

Groups that are highly cohesive and have anti-management norms are often successful in resisting change because of ______.

Peer Pressure

What is an accurate statement regarding organizational change?

People resist change and must be motivated to change.

What is the most important key to successful organizational change?

People throughout the organization

______ change means responding to pressure after a problem has arisen.

Reactive

What belief is operating when a manager says that a company must make a choice between being a leader in innovation or a leader in cost efficiency because doing both is impossible?

Tyranny of the or

Reactive change ______.

is problem-driven change

In managing resistance to organizational changes, facilitation and support means ______.

making the change as easy as possible for employees

The genius of the and refers to the ability to achieve multiple objectives ______.

simultaneously

Which activities are most important for managers who want to help shape the future? (Check all that apply.)

- Set an agenda for the future - Envision the future - Exercise foresight

What should a manager do to stop complacency and create urgency? (Check all that apply)

- Set stretch goals - Talk openly about the company's weaknesses

Which of the following are empirically supported factors for achieving sustained greatness? (Check all that apply.)

- Strategy should be focused on customers. - Culture should motivate and empower. - Structure should make the organization easy to work in. - Execution includes good people with decision-making authority.

Which are new models and collaborations for the sustainable future? (Check all that apply.)

- The private sector tackling social and environmental issues - Nonprofit organizations pursuing sustainable business models - Entrepreneurs with societal goals driving commerce

Part of the change process is providing facilitation and support to employees. Managers can do this by _____.

- decentralizing authority - empowering people

Which terms describe the ability to simultaneously achieve multiple objectives? (Check all that apply.)

- organizational ambidexterity - genius of the and