Management CH10 SB

What are two factors that contribute to resistance to change?

Change agent characteristics Employee characteristics

What is the first step in organizational development?

Diagnosis

What is achieved by integration of innovation activities into business strategies? (Choose every correct answer.)

Management is encouraged to dedicate resources to innovation. Employees feel committed to innovation in the organization.

Which of the following is a purpose of organizational development?

Managing conflict

What happens during the last step of the organizational development process?

The diagnosis and intervention are further refined if the problem was not solved.

Organizational development can be used to manage ______ within an organization.

conflict

The third step in the organization development process is ___.

evaluation

An organizational development intervention that works in one country ______.

may not work in another country

Innovations must be ______.

novel

To reduce employee resistance, rewards systems should ______ proposed changes.

reinforce

Organizational development efforts are more likely to fail if they ______.

use the same intervention across cultures

Place the steps in the OD process in the correct order, with the first step listed at the top.

1. Diagnosis 2. Intervention 3. Evaluation 4. Feedback

Place the steps of force-field analysis in order, with the first step at the top.

1. Identify the thrusters and counterthrusters 2. remove the negative forces 3. Increase the positive forces if necessary

Place the stages of Lewin's model of change in the correct order, with the first stage listed at the top and the final stage listed at the bottom.

1. Unfreezing 2.Changing 3. Refreezing

What are matters that can be addressed by organizational development? (Choose every correct answer.)

Adapting to mergers Revitalizing organizations Managing conflict

Which type of change implementation makes employees feel the least threatened?

Adaptive change

How do organizational consultants carry out a diagnosis? (Choose every correct answer.)

By consulting company records By attending meetings and performing direct observation By using surveys and questionnaires

Which statement about human capital and innovation is true?

Certain employee characteristics, such as intrinsic motivation and creativity, are positively associated with innovation.

Which changes are most likely to result in employee resistance?

Changes that are introduced in an insensitive manner.

During which phase of Lewin's model of change is it most important for managers to act as role models and mentors and to provide benchmarking results?

Changing

What are the stages of the Lewin model for change? (Choose every correct answer.)

Changing Unfreezing Refreezing

Which of the following should organizational structure and internal processes foster to help promote innovation?

Collaboration Cross-functional communication Agility

Which statement about the need for faster speed-to-market is true?

Competitors may be in and out of the market within days.

Which of the following is a tactic increasingly used by companies to help them innovate and involves soliciting contributions from many people, often via the Internet, in order to collect needed services, ideas, or content?

Crowdsourcing

Factors such as the increasing number of women in the workforce and the growing number of older workers exemplify which force for change outside the organization?

Demographic characteristics

Match each step in the organization development process with the type of question that it answers.

Diagnosis-What is the problem? Intervention-What should we do to fix it? Evaluation-How well has the intervention worked? Feedback-How can the diagnosis and intervention be further refined?

During the past several months, Diah has lost trust in her manager, Casey, due to some of his decisions regarding his employees. He is now trying to change the way employees report their time and are paid. What is the most likely reaction Diah will have to this change?

Diah will be resistant to the changes Casey is implementing.

What is a common cause of employee resistance to change?

Disruption of group relationships

Which of the following is a demographic characteristic that is a force for change outside the organization?

Education

What are three things that can help you achieve more self-compassion?

Engage in mindfulness meditation. Practice self-kindness. Remember you are not alone.

What is the third step in the organizational development process?

Evaluation

Which statements about rewards and innovation goals are true? (Choose every correct answer.)

Extrinsic rewards need to be tied to creativity and innovation. Reward systems should be aligned with innovation goals.

True or false: An employee's personal adaptability plays a relatively insignificant role in his or her resistance to change.

False

True or false: Management support has little effect on the success of organizational development.

False

True or false: Offshore suppliers have resulted in labor savings for companies, but they have only hurt U.S. jobs.

False

True or false: Organizational development is used to hire new executives.

False

Ted's company has recently reorganized. He has been reassigned into a new role for which he feels unprepared, and he is not sure that he can handle his new responsibilities. Which of the following best describes the reason why Ted is resisting the change?

Fear of failure

Which factors are likely to cause resistance to change?

Fears about job security The potential for loss of status

What is the last step of the organizational development process?

Feedback

At Hudson Food Company, managers permit experimentation, risk taking, and tolerate failure. Which step of supporting innovation does this represent?

Fostering an innovative culture and climate

How ready an organization is for change depends in part on which of the following?

How employees regard the consequences of the change How much top managers support the change How capable employees are of handling the change

Job dissatisfaction and high absenteeism are examples of which force for change inside the organization?

Human resources concerns

What is the first step in force-field analysis?

Identifying the thrusters and counterthrusters

The introduction of a practice that is new to a group or organization and involves moderate complexity and cost is called a(n) ______.

Innovative change

What are the parts of a systems model of change? (Choose every correct answer.)

Inputs Outputs Target elements of change

Which of the following are among the seven components of fostering innovation? (Choose every correct answer.)

Instituting the necessary human resource policies, practices, and procedures Establishing the required structure and processes Getting commitment from top managers Creating an innovation strategy

Which of the following statements about self-affirmation are true? (Choose every correct answer.)

It is a way of getting rid of negative thoughts. It is a positive statement that helps you focus on goals.

Which statements about openness to change are true? (Choose every correct answer.)

It is an example of an important career readiness competency. It is critical for the success of organizational change. It typically leads to positive work outcomes for the employee.

How is organizational development used in conjunction with mergers?

It is used to help integrate the varying cultures, procedures, and products of the two firms.

Which of the following are increased by employee openness to change? (Choose every correct answer.)

Job satisfaction Continuous learning

Which factors commonly cause employees to resist change? (Choose every correct answer.)

Loss of status or job security Peer pressure Fear of the unknown

Demand for organic foods has increased dramatically as Americans have become more aware of the effects of pesticides and other harmful chemicals in food. This exemplifies which force for change outside the organization?

Market changes

Which type of innovation focuses on creating breakthrough products or services that do not yet exist and are aimed at creating brand new markets and customers?

New-direction innovation

Which statements are true about how offshore suppliers impact how we work? (Choose every correct answer.)

Offshore suppliers have enabled some U.S. jobs to become more productive. Offshore suppliers have resulted in the loss of some U.S. jobs.

The desired goals of a change achieved through organizational development may occur at which levels? (Choose every correct answer.)

Organizational Individual Group

What are the target elements of change? (Choose every correct answer.)

People Organizational arrangements Social factors Methods

Which of the following is an example of an adaptive change in an organization?

Reintroducing a practice familiar to the organization

Even though the entire team felt it was important to purchase all of the supplies immediately for the new product line, upper management was concerned about investing that much money so early in the development cycle. Which factor of innovation is this company failing to provide?

Resources

Which of the following best describes "demassification"?

Segmenting customer groups into smaller, more specialized groups

Which statement about organizational development is true?

Successful organizational development usually involves multiple interventions.

Tameka's company is introducing a new invoicing and billing system. As Tameka is presenting the new system to the accounting team, she is careful to explain why the changes are important. By the time she is done, the accounting team has shown their acceptance of the new procedures. This is likely because ______.

Tameka has used tact

Which of the following are supertrends that are currently affecting the future of business?

The way we work is being impacted by offshore suppliers. Competitive advantage is coming increasingly from knowledge, not from information.

What are resources necessary for innovation? (Choose every correct answer.)

Time Money Focus

True or false: Multiple organizational development interventions have been found to work better than single interventions.

True

True or false: The pressure exerted by internal forces for change may be subtle or very dramatic.

True

The public library in Emily's town wants patrons to scan their own books to check them out instead of having library employees do it. At first, the employees felt that this approach would create an impersonal way to check out books, but management has encouraged the employees to let go of the old way of doing things by explaining to them that they will be more useful working as information specialists in another area of the library. Which stage of Lewin's change model does this represent?

Unfreezing

Drag and drop the descriptions against each stage of Lewin's model of change.

Unfreezing-Creating the motivation to change Changing-Introducing new information, perspectives, and ways of doing things Refreezing-Supporting and reinforcing the new behavior

What are companies doing to respond effectively to the increasing segmentation of the marketplace?

Using more narrowly targeted marketing messages

When is organizational development most likely to be successful?

When goals are tied to both short-term and long-term results

Identify the statements that makes the change programs most successful.

When it involves short-term goals When it involves long-term goals

When is organizational development most likely to succeed?

When it is supported by top managers

The company Tonya works for has been eliminating jobs in order to reduce costs, but the CEO was recently given a bonus of several million dollars. The likely cause of her resistance to the current organizational change is ______.

a climate of mistrust

One of Raiza's coworkers recently quit. Instead of hiring someone new, the company has decided to reorganize Raiza's department and reassign tasks. The result is that Raiza and her coworkers will each have more work but will not receive any additional pay. Everyone in the department is resisting these changes, most likely as a result of ______.

a nonreinforcing reward system

Laila loves her immediate supervisor, her co-workers, and her job, but she does not like her supervisor's boss, Hamid. When he decides to institute some new policies that impact Laila, she is automatically resistant. This is most likely due to ______.

a personality conflict

An innovative culture is a place where failures are ______ the organization's culture.

an accepted part of

Managers can reduce mistrust and resistance to change by ______.

being open and honest about changes

Tom's company is very successful, even though they expect most new ideas to fail. This is likely due to an organizational culture that ______.

celebrates failure as an important part of fostering innovation

The person who is a catalyst in helping an organization change is the ______.

change agent

Leadership style, personality, tactfulness, and sense of timing are all ______ characteristics that can contribute to employee resistance to change.

change-agent

Employees need to be given the tools for change, and managers can help by providing role models, mentors, experts, and training during the ______ stage.

changing

An employee's individual differences, perceptions of change, and actions and inactions make up that employee's ______.

characteristics

One assumption that is central to a systems approach to change is that change ______.

creates a ripple effect through an organization

In some parts of the United States, guns are sold at Walmart stores. Some people refuse to shop at those stores. At the extreme, everyone would refuse to shop at those stores. In that hypothetical situation, ______ are acting as an external force for change.

customers

Organizational ______ is a set of techniques for implementing planned change to make people and organizations more effective.

development

The common term used to describe the techniques for implementing planned change to make people and companies more effective is called organizational ______.

development

Managers use the four levers of targeting elements of change to ______.

diagnose problems

Inessa has worked as part of a four-person development team for several years. Recently, however, one of her coworkers transferred to a different office and a replacement was hired. Inessa and her other long-term teammates are having a hard time accepting the new employee. This is most likely due to ______.

disruption of the group relationship

The introduction of the DVD-by-mail business model by Netflix changed the video rental business and caused the demise of Blockbuster Video. This is an example of ______.

disruptive innovation

The process through which a product or service takes root initially in simple applications at the bottom of a market and then moves up, eventually displacing established companies, is referred to as ___.

disruptive innovation

Organizational development can be used to help ______.

ease the stress related to mergers and acquisitions

A manager would refer to results, such as data about absenteeism or grievances, during the ______ stage of the OD process.

evaluation

Sometimes changes on the job are intimidating and lead to self-doubt. In this case, employees are most likely to resist change due to ______.

fear of failure

The technique used to determine which forces could act for a proposed change and which forces could act against it is referred to as ______.

force-field analysis

Self-compassion is best described as ______.

gentleness with yourself

Miriam's mother was in the army, so as a child, Miriam moved a lot. It was rare for her to spend more than a year in any location, which meant she was always the new girl in school and had a hard time making friends. She was often lonely and unhappy as a result. Recently, Miriam's company decided to move into a new building and reorganize the different departments. Miriam is likely to be resistant to this change because ______.

her childhood predisposed her to dislike change

People's reaction to change depends largely on ______.

how they were taught to handle change as children

The productive potential of a company's employees' knowledge, experience, and actions is known as its ______ capital.

human

A plan for being innovative that requires a company to integrate its innovation activities and business strategies is a(n) ______.

innovation strategy

A set of interdependent processes, practices, and structures that dictate how a company seeks out problems and solutions, synthesizes ideas into a business concept and product design, and chooses projects for funding is a(n) ______.

innovation system

The process of creating a new solution to an existing problem is valuable enough that consumers are willing to pay is referred to as:

innovation.

A technical support call center recently decided to extend its hours of operations to include weekends, requiring employees to work different shifts to accommodate the schedule. This change would be best characterized as ______ change.

innovative

In the organizational development process, an attempt to correct a problem is called ______.

intervention

The second step in the organizational development process, ______, is an attempt to correct the diagnosed problems.

intervention

Andre's company is restructuring, and he is unhappy about it. As a result of the restructuring, Andre will be managing four employees instead of nine. He is most likely resistant to the change because it ______.

is resulting in a loss of status

Employees are more likely to resist change if ______.

it is a surprise

iTunes revolutionized the way that people purchase music and created a brand-new market, thus characterizing it as a(n) ______ innovation.

new-direction

The desired goals of a change in a company are referred to as ______.

outputs

Min's company is implementing a new product approval system that is far more complex and restrictive than the old system. This will not affect Min directly because she is in the Marketing department, but it will affect her friend Tyler, who is in the Research and Design department. As a result, Min speaks out against the new system. This is an example of resistance to change due to ______.

peer pressure

Which of the following is a common cause of employee resistance to change?

peer pressure

If a company alters the way a product is manufactured, conceived, or distributed, it is referred to as ______ innovation.

process

Rather than worry about introducing a new sports recovery product, Gabriel tells his staff that they should repackage the existing products and promote them to professional basketball teams throughout the country. Gabriel is using ______ innovation.

process

Changing the appearance or the performance of a product or a service, or creating a new one, is called ______ innovation.

product

The process of changing the appearance or performance of a product or service is known as ______ innovation.

product

Carson always feels like he is "putting out fires" at work and does not get an opportunity to figure out where problems might arise before they occur. Carson is dealing with ______ change.

reactive

Making changes in response to problems or opportunities as they arise, rather than attempting to foresee them, is referred to as ______ change.

reactive

The beliefs, attitudes, and intentions of an organization's staff regarding the extent of the changes needed and how willing and able they are to implement the changes is called ______.

readiness for change

For organizational development efforts to succeed, human resource policies, procedures, and packages should ______ the other six parts of the innovation system.

reinforce

An emotional/behavioral response to real or imagined threats to an established work routine is known as ______.

resistance to change

Reactive change is change that ______.

responds to problems or opportunities as they arise

Carlos's company has been making and selling the same products for years. Recently, though, sales have fallen, so the company has decided to focus on creating an environment that promotes communication and fosters innovation in the hopes that this will inspire new ideas for products. Carlos's company is using organization to ______.

revitalize the company

Positive statements that help you focus on goals, program your subconscious mind, and eliminate negative beliefs are referred to as ______.

self-affirmations

Although commitment from all members of an organization is important, if ______ in particular are not committed to achieving the organization's innovation goals, the goals are unlikely to be achieved.

senior leaders

As more and more companies become proficient at bringing products and services to market, ______ is emerging as a necessary and powerful competitive weapon.

speed

Increasing segmentation of the marketplace and the need to get products to market faster in light of competitors' specialized solutions are examples of ______ currently influencing the future of business.

supertrends

Manufacturing automation and office automation are examples of ______ that are forces for change outside the organization.

technological advancements

Any machine or process that enables an organization to gain a competitive advantage in changing materials used to produce a finished product qualifies as ______.

technology

Achievement of strategic goals through organization development is likely to fail if ______.

top managers are not committed

In order to overcome employee resistance to innovative change, change agents must first have a ______.

trusting relationship

According to Lewin's model of change, during the first stage, referred to as the ______ stage, managers need to instill in employees the motivation to change by encouraging them to let go of attitudes and behaviors that are resistant to motivation.

unfreezing