362 WK 5

_____ occurs when meanings are misinterpreted due to intentional or unintentional problems during the sending or receiving of the message.

Message distortion

_____ occurs when more new information is provided more quickly than recipients can process.

Message overload

Identify a reason for the focus on the measurement of progress of change.

Metrics and milestones are considered fundamental to track the progress of change.

Sustainability of change is associated with:

New Networking practicesAdapting to circumstances to gain increasing benefits for organizational initiativesReductions in time to market

__can be subtle but influential ways in which to embed and sustain assumptions and values—to change and to maintain an organization's culture.

Promotion processes and staff selection

Identify a true statement about redesigning a reward system for sustainability.

Rewards should include public recognition of behaviors that are consistent with the expected change.

Identify a true statement about the approach of redesigning roles for sustainability.

Roles that necessitate new behaviors should be first redesigned, and attitude change will follow consequently.

Identify a true statement about the use of social media in the change management process, as stated by Rick (2015).

Social media helps facilitate conversations across organizational levels, functions, and locations.

Which of the following statements is true about the problems of sustaining change?

Sometimes sustaining change is more difficult than implementing the change.

Identify an attribute of spray and pray communication.

Staff are exposed to organizational data.

To support organizational changes with selection, a number of organizations have adopted "values-based recruitment" systems, which look to select staff _____.

whose motives, attitudes, and values match with what the organization is trying to accomplish

According to Fisher (1995), "_____" occurs when management unknowingly sends negative signals about a change.

unintentional hypocrisy

The old adage "nothing is constant but change" implies that organizations are always in a state of flux and business leaders cannot necessarily keep pace with the rate of change. Thus, which of the following statements do you consider the most accurate.

None of the above.

Which of the following statements reflects the view of Deborah Tannen (1995) about the power of communication?

Language demonstrates and strengthens basic social relationships.

Match the following images of change (in the left column) with their descriptions (in the right column).

Machine imagery: Based on a "fix and maintain" view Developmental imagery: Based on a "build and develop" view

According to the _____ image of managing change, with respect to sustaining change, change outcomes will be determined primarily by contextual factors and not by management intervention.

caretaker

The _____ image of managing change argues that the purpose of communication is to ensure that people understand what is going to happen and what is required of them.

caretaker

The _____ image of managing change argues that the purpose of communication is to let people know the "why" of changes, their inevitability, and how best to cope and survive them.

caretaker

John Kotter (2012) argues that one of the accelerators of change is to _____.

celebrate important short-term wins

According to Doug Stace and Dexter Dunphy (2001), _____ need to be based on visionary and inspiring messages.

charismatic transformations

According to the _____ image of managing change, with respect to sustaining change, the change manager's main role is to help others to develop the capabilities necessary to achieve the intended outcomes of the change.

coach

The _____ image of change views the purpose of communication as a way to ensure that people share similar values and are aware of what actions are appropriate to those values.

coach

In order to understand the communication process, it is beneficial to perceive the manner in which a transmitter phrases and states the message as a _____ process.

coding

Beer et al. (1990) argue that most change programs do not work because they _____.

concentrate on attempts to change attitudes and beliefs by introducing new perspectives

During organizational communication, women are more likely than men to _____.

draw attention to their uncertainties

Analytical tools and decision-making framework models are essential in the business leader toolbox to move an organization forward in refreshing the vision and associated strategies to achieve that vision. In order to sustain the change initiative, what are some actions necessary to prevent initiative decay?

ensure changes are sustainable, and are handed over to the operational environment of the organization.Develop capacity and capability for continuous improvement.

In the context of escalation of commitment, it is wise to guard against the tendency of the advocates of change to argue that _____.

failure to deliver is due to lack of sufficient funds

In times of change, strong leadership is essential and cannot be overstated. While the use of metrics may reinforce presentation of a persuasive argument for change to stakeholders, leaders need to project certain qualities and values, which include, but not limited to the following.

leaders should be "role models" of the desired changes, focusing on organizational culture and developing a climate for continuous improvement.Leaders must possess the qualities of integrity and credibility in order to communicate change and enlist the support for change among employees.Leaders should empower change teams to take risks, communicate decision making authority clearly, and remove barriers to their progress accordingly.

During the change communication process, it is essential that change managers _____.

maintain "linguistic coherence" across different stages of the process

A challenge in change management is to _____.

react in timely and appropriate ways to the unexpected

An implication of celebrating short-term wins concerns the _____.

recognition of those involved in the change

Changing the reward system in an organization can contribute significantly to sustainability by _____.

removing the monetary motivation to return to old behaviors

In the change communication process, information concerns the amount and the kind of information that can be transmitted.

richness

As noted earlier, today's business leaders are equipped with a "toolbox" to improve strategic decision-making involving change. However, not all initiatives should be sustained, which was referenced in the FedEx case. In distinguishing between "blameworthy" and "praiseworthy" change initiatives, what guidelines are relevant in determining the difference?

"Blameworthy" failures include deliberate or inadvertent deviations from the prescribed practice.Experimental approaches designed to improve performance are considered "praiseworthy", because managers can learn from the failure.

Match the following aspects of change communication (in the left column) with their descriptions (in the right column). Instructions

"Getting the word out": Providing information about a change "Getting staff buy-in": Asking for employee support and involvement

In the context of sustaining change, _____ (2012) emphasizes the worth of having many change agents in an organization.

Kotter

Identify a true statement about measurement of change.

A change can be deemed successful even if its original aim is not met.

Which of the following is true about sustaining change in an organization?

Awareness of the threats to sustainability may ensure timely and effective responses.

Which of the following leadership styles, identified by Kathleen and Kevin Reardon (1999), refers to one that involves giving directions?

Commanding style

Match the following types of leadership styles (in the left column) with their descriptions (in the right column). Instructions

Commanding style: Leaders are performance-and results-oriented. Logical style: Leaders explore the available strategic options through analysis and reasoning. Inspirational style: Leaders develop a vision of the future around which they seek to encourage cohesion. Supportive style: Leaders are concerned with creating an open and consensual environment.

According to Whelan-Berry and Somerville (2010), change-related is defined as regular two-way communication specifically about the change initiative, its implementation, related successes, challenges and their resolution.

Communication

Match the following types of organizational changes as told by Doug Stace and Dexter Dunphy (2001) (in the left column) with their descriptions (in the right column). Instructions

Developmental or incremental transitions: They aim for widespread involvement, emphasizing face-to-face communication and the use of change teams to identify initiatives and broaden commitment. Task-focused transitions: They seek to align employee behavior with management initiatives. Charismatic transformations: They need to stimulate emotional commitment to new ways of working. Turnarounds: They tend to follow from organizational crises, and draw on formal, top-down modes of communication.

Match the blameworthy reasons for failure (in the left column) with their descriptions (in the right column). Instructions

Deviance: An individual chooses to defy a recommended process or practice. Inattention: An individual accidentally alters specifications. Lack of ability: An individual doesn't have the skills, conditions, or training to perform a job.

According to the _____ image of managing change, with respect to sustaining change, it is the responsibility of the change manager to design the change process and direct others to comply to ensure that planned objectives are achieved.

Director

Sustainability of change in an organization depends solely on what happens after implementation.

FALSE Reason: This is false. Sustainability depends not just on what happens after implementation, but also on the cumulative effects of decisions and actions during the change process. In other words, it is more effective to plan for sustainability from the beginning than to regard this as an issue that can be left until a later stage.

True or false: Making timely modifications in a change initiative in the light of experience will normally be less effective than attempting not to deviate from plan.

False Reason: This is false. Despite careful advance planning, most change initiatives do not unfold as anticipated. The need for corrective action is to be expected. Making timely modifications in the light of experience will normally be more effective than attempting not to deviate from plan.

True or false: The benefits derived from new ways of doing things are immediately reflected in traditional measures.

False Reason: This is false. The benefits derived from new ways of doing things (online customer satisfaction, brand image, and reputation) may not immediately be reflected in traditional measures (sales per square foot, stock turnover, market share).

True or false: The possibility of a return to previous working practices is impossible after the beginning of a change process.

False Reason: This is false. Until a change is firmly embedded, the possibility of a return to previous working practices will remain possible. There may be significant numbers of people who are hoping that the change will not succeed, and that "things will return to normal."

Identify a true statement about Whelan-Berry and Somerville's (2010) views on the change communication process.

How changes are presented and discussed affect their success.

According to Heracleous and Barrett, which of the following do the deep structures of communication include? (Check all that apply.)

Interpretive schemes Rhetorical strategies Central themes Root metaphors

Which of the following is true of the components of interpersonal communication?

It essentially involves a transmitter conveying a message through a suitable channel to a receiver.

Match the following types of behavior that change managers can take to ensure that the change process goes smoothly (in the left column) with their descriptions (in the right column).

Perspective taking: Thinking about how others are likely to think and feel about a change. Threat-reducing behavior: Engaging in intentional, interpersonal interactions with staff to minimize their perceptions that changes are likely to lead to harm for them. Reflection: Self-evaluation to reduce the emergence of negative emotions and to identify corrective actions where necessary.

"Walking the Talk" is a(n)

Phrase that refers to a leader who encourages volunteer acts of initiatives, celebrates "smaller wins" and "corrections" in progress

Match the praiseworthy reasons for failure (in the left column) with their descriptions (in the right column). Instructions

Process complexity: A process consisting of many elements breaks down when it faces novel interactions. Hypothesis testing: An experiment performed to prove that an idea or a design will succeed fails. Exploratory testing: An experiment performed to increase knowledge and investigate a possibility leads to an undesired result.

Which of the following are characteristics that affect the richness of a communication medium? (Check all that apply.)

The ability to create a personal focus The ability to handle numerous items of data at the same time

In the context of sustainability of change, which of the following is true about management practices in an organization?

The commitment of resources to a change initiative in a manner that to withdraw would prove to be extremely costly shows unambiguous management support.

Identify the reasons why problems arise in change initiatives. (Check all that apply.)

The implementation of change always includes performing something new. It is difficult to anticipate all of the effects that a change in one area will have elsewhere.

Upon review of the effectiveness of a strategic business decision using evidence-based analytics, business leaders may reverse course. Refer to Highlight, "Unanticipated Consequences at FedEx". What factor(s) led to reversal of the new scheduling system?

The new system contained assumptions that did not consider critical factors such as changes in time zones, travel time across hemispheres, and pilot flying hours.

How do emotions influence the change communication process?

They communicate vision and urgency.

Which of the following is true of initiative conversations?

They involve assertions, requests, and declarations. They draw attention toward the need for change.

When using evidence-based analytics in decision making, measurement is an essential tool in gauging progress. However, the leader needs to assess data based on the following consideration(s).

To what is the measurement an accurate representation of the success of the change initiative?What is the relationship between the time of the measurement being reported and the timeframe over which the benefits of the change is expected to be delivered.What are the components of the measurement being monitored e.g. internal and/or external environmental factors and to what extent are they relevant to the organizational change?

According to Rick (2015), the use of social media can help engage employees in the change management process by asking them for creative ideas that can help in improving transformation programs.

True Reason: This is true. Rick (2015) states that social media can help engage employees in the change management process. This can be done by asking them for creative ideas to support transformation programs.

Which of the following is true about unanticipated consequences in change initiatives?

Unanticipated outcomes are not essentially a sign of management failure.

Refer to Highlight "Change Metrics". Which of the following statements best describes why the business leaders altered their approach to the organizational crisis.

Upon assessment of the competitive environment using evidence-based analytics, Continental's leaders recognized that the organization's emphasis was misplaced, and changed its strategic objectives.

What are the power tells of dominant individuals?

Using a lower vocal register Sitting and standing with legs far apart Using invasive hand gestures

According to Ghislanzoni et al. (2010), which of the following are included in the top five procedures used by organizations whose changes had been successful.

Using detailed plans, split into workstreams with milestones for delivery and appointing a person accountable for reaching each Defining detailed metrics for reorganization's effect on short- and long-term performance and evaluating progress against them

What are the power tells of dominant individuals? (Check all that apply.)

Using invasive hand gestures Using a lower vocal register Sitting and standing with legs far apart

Identify the factors that can lead to escalation of commitment in a change process

When people directly responsible for the decision do not want to be associated with losses When the lack of progress is considered a temporary problem

Identify the factors that can lead to escalation of commitment in a change process.

When people directly responsible for the decision do not want to be associated with losses When the lack of progress is considered a temporary problem

Match the following genders (in the left column) with their most appropriate behavior (in the right column).

Women- They tend to ask more questions during the communication process. Men- They tend to display a higher level of confidence and downplay their uncertainties.

Geigle and Bailey (2001) argued that change communication is most likely to be effective if change managers ___.

act as sense-makers

Through their research on over-communication in the change communication process, Geigle and Bailey (2001) identified that _____.

an open communication strategy is not enough for successful change

According to John Kotter (2012), for any transformational change, it is advisable for the change manager to _____.

avoid declaring overall victory midway

A difference between machine imagery and developmental imagery is that _____.

in developmental imagery, the change manager is a trainer or coach

Conversations that draw attention to the need for change, whether reactive or proactive, are most likely to be considered _____.

initiative conversations

According to the _____ image of managing change, with respect to sustaining change, the change manager develops understanding of the meaning and significance of the changes and what will count as successful outcomes.

interpreter

The problem of sustaining change, or refreezing, in an organization is that it _____.

is less well understood

An accurate statement about the process of getting staff buy-in is that _____.

it is more effective than simply getting the word out when frontline staff are allowed to drive change

According to the _____ image of managing change, with respect to sustaining change, the change manager designs the change process to fit the context, recognizing that modifications will be required and that the outcome may not be as intended.

navigator

Redesigning roles, staff selection, and redesign of reward systems is linked to

none of the above

The communication strategy that showers employees with a range of information, more being better, is the _____ strategy.

spray and pray

The term _____ describes the various signs and clues that indicate how powerful someone is—or how powerful they want to be.

power tells

From their study of organizational change in six corporations, Beer et al. (1990) found that:

the change was more likely to be embedded if the employees at the operational level were supported in developing specific changes appropriate for their circumstance.

While communicating change, change managers must ensure that _____.

they avoid misusing language in a manner that causes confusion