Chapter 18

innovation

Which of the following types of changes involves a new idea being applied to initiating or improving a product, process, or service?

Survey feedback

Which tool is used to assess employees' attitudes, identify discrepancies in perceptions, and solve differences?

planned

A paper sales company designs and offers a new method of purchasing and shipping commercial quantities of paper through its Web site. The company used to do its business through its sales representative. This is an example of a(n) ________ change.

Innovation

A(n)________ is a new idea applied to initiating or improving a product, process, or service.

Collecting data systematically and analyzing it

Action research is the change process that focuses on _________.

Manipulation

An example of using _________ to overcome resistance to change is withholding information about change.

withholding information about change

An example of using manipulation to overcome resistance to change is _________.

persons who act as catalysts and assume the responsibility for managing change activities

Change agents are ________

Coercion

Directly applying threats or force on resisters of change is known as _________.

False

Companies with dominant market share are less susceptible to the forces of change than smaller businesses.

their supervisor expects them to do too much

Employees experience role overload when _________.

First

Establishing a sense of urgency by creating a compelling reason for why change is needed is the __________ step of Kotter's eight-step plan for implementing change.

Prevent goal attainment

Hindrance stressors, like office politics, are stressors that _________

Refreezing

In Lewin's model, _________ is necessary to sustain change.

False

In a paradox situation, we are required to balance tensions within only one specific situation or setting.

consists of unfreezing the status quo, moving to a desired state, and refreezing the new change to make it permanent

Lewin's model of managing organizational change __________.

wellness

Organizationally supported programs that focus on the employee's total physical and mental condition, such as helping them quit smoking or control alcohol use, are called ________ programs.

True

Passion for change among entrepreneurs is greatest when work roles and the social environment encourage them to put their creative identities forward.

appreciative inquiry

Rather than looking for problems, ________ seeks to identify the unique qualities and special strengths of an organization, which can then be built upon to improve performance.

Create cross-functional teams

To encourage innovation, managers should _________.

A dynamic condition in which an individual is confronted with an opportunity, demand, or resource related to what the individual desires and for which the outcome is perceived to be both uncertain and important

What is stress?

Wellness programs

Which form of stress management has been shown to significantly decrease turnover?

Cultural diversity

Which is an example of the changing nature of the workforce?

Organizational development

Which of the following approaches to managing change is a collection of change methods that try to improve organizational effectiveness and employee well-being?

Limiting participation

Which of the following is NOT a way to overcome resistance to change?

Change in metabolism

Which of the following is a physiological symptom of stress?

Empowering others to act on the vision by removing barriers to change and encouraging risk taking and creative problem solving

Which of the following is a step in Kotter's plan for implementing change?

Increased cultural diversity

Which of the following is an example of the changing nature of the workforce?

Expanding a social support network

Which of the following is an individual approach to managing stress?

coercion

You have threatened to eliminate positions and even to close down the company if your sales personnel don't change their attitudes. The method for overcoming resistance that you have chosen is ________.

A change agent

________ acts as a catalyst and assumes the responsibility for managing change activities

A change agent

________ acts as a catalyst and assumes the responsibility for managing change activities.

Change agents

________ are persons who act as catalysts and assume the responsibility for managing refinement activities.

Demands

________ are responsibilities, pressures, obligations, and uncertainties individuals face in the workplace.

Action research

________ is a change process based on systematic collection of data and selection of a change action based on what the analyzed data indicate.

Appreciative inquiry (AI)

________ is seeking to identify the unique qualities and special strengths of an organization on which members can build to improve performance.

Increased employee involvement

________ is/are an organizational approach to managing stress.

Environmental uncertainties

_________ are the greatest source of stress affecting organizational change.