MGMT Chapter 18 Creating and Leading Change

As you lead and learn into the future, we urge you to

1. Think long-term, along with handling the immediate demands you must face; 2. Consider collaborations as a key to sustained success

Proactive change

A response that is initiated before a performance gap has occurred

Reactive change

A response that occurs under pressure; problem-driven change

Which of the following actions are characteristic of world-class organizations?

Abandon outdated methods Adopt effective new strategies Produce high-value merchandise

Genius of the and

Ability to achieve multiple objectives simultaneously

Organizational ambidexterity

Ability to achieve multiple objectives simultaneously

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

Adapters

Force-field analysis

An approach to implementing the unfreezing/moving/refreezing model by identifying the forces that prevent people from changing and those that will drive people toward change.

Human resource management

Attracting good people, setting goals, and appraising and rewarding performance

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

Business-as-usual goals

How do you become a driver?

By being proactive more than merely reactive By thinking strategically and by actively creating desired futures

______ 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

Adapters

Companies that take the current industry structure and its evolution as givens, and choose where to compete

Shapers

Companies that try to change the structure of their industries, creating a future competitive landscape of their own design

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

Critical skills you'll need for the future

Creativity Analytical thinking judgement and decision making Leadership skills technology skills Emotional intelligence Active learning with a growth mindset Interpersonal communication skills Diversity and cultural intelligence Embracing change

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

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

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

Develop true support

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

Developing a vision and strategy

Different assessments

Employees receive different-and usually less-information than management receives.

Which activity of leading change involves identifying crises and opportunities?

Establishing a sense of urgency

Peer pressure

Even if individual members do not strongly oppose the suggested change, a team may band together in opposition.

Timing

If managers or employees are busy or under stress, or if relations between management and workers are strained, the change will be difficult.

Surprise

If the change is sudden or extreme, resistance may be the initial reaction.

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

Inertia

Reasons for resistance to change

Inertia Self-interest Timing Surprise Peer Pressure Misunderstanding Different Assessments Management tactics

moving

Instituting the change

Large group interventions for total organizational change

Introducing and sustaining multiple policies, practices, and procedures across multiple units and levels.

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

Level 1: Highly Capable Individual

Makes productive contributions through talent, knowledge, skills, and good work habits

Management tactics

Management may attempt to force the change without addressing people's concerns.

Which statement is true about educating people about upcoming changes?

Management should educate people before the changes occur.

Which statement is true about communicating the change vision?

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

Which statement is true about organization change?

Many issues often need to be addressed simultaneously.

Which of the following are elements of a guiding coalition in the change process?

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

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

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

Moving

Motivating people to change requires which of the following basic stages?

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.

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 are new models and collaborations for the sustainable future?

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

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

Not encouraging participation from all levels of employees

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

Organization development

______ 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

Level 3: Competent Manager

Organizes people and resources toward the effective and efficient pursuit of predetermined objectives

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

Participation and involvement Facilitation and support Education and communication

Inertia

People don't want to disturb the status quo

What is an accurate statement regarding organizational change?

People resist change and must be motivated to change.

Self-interest

People resist change if they think it will cause them to lose something of value.

Misunderstanding

People resist change when they do not understand it; perhaps they don't have much information, or see how it fits with the firm's strategy, or see its advantage over current practices.

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

Unfreezing

Realizing that current practices are inappropriate and that new behavior is necessary.

Which activities are most important for managers who want to help shape the future?

Set an agenda for the future Exercise foresight Envision the future

What should a manager do to stop complacency and create urgency?

Set stretch goals Talk openly about the company's weaknesses

Four key factors that lead to sustained, superior performance:

Strategy: Focused on customers, continually fine-tuned based on marketplace changes, and clearly communicated to employees. Execution: Good people, with decision-making authority on the front lines, doing quality work and cutting costs. Culture: One that motivates, empowers people to innovate, rewards people appropriately, entails strong values, challenges people, and provides a satisfying work environment Structure: Making the organization easy to work in and easy to work with, characterized by cooperation and the exchange of information and knowledge throughout the organization.

Refreezing

Strengthening the new behaviors that support the change

Which of the following is a common reason for complacency?

The absence of a major crisis that managers can see

tyranny of the or

The belief that things must be either A or B and cannot be both; that only one goal and not another can be attained.

Performance gap

The difference between actual performance and desired performance.

Organization development (OD)

The systemwide application of behavioral science knowledge to develop, improve, and reinforce the strategies, structures, and processes that lead to organizational effectiveness

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 Reason: Gaps imply poor performance, which then becomes an impetus for change.

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

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

Model for motivating people to change

Unfreezing -> moving -> refreezing

Communicating the change vision means

Using every possible channel and opportunity to talk up the vision and reinforce required new behaviors

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

Level 5: Executive

builds enduring greatness through a paradoxical blend of personal humility and professional will

Level 4: Effective Leader

catalyzes commitment to and vigorous pursuit of a clear and compelling vision, stimulating higher performance standards

To achieve sustained greatness, companies must ______.

continue to change and better themselves

Level 2: Contributing Team Member

contributes individual capabilities to the achievement of group objectives and works effectively with others in a group setting

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

decentralizing authority empowering people

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

Those who lead change most effectively _____

establish a sense of urgency

Empowering broad-based action means

getting rid of obstacles to success, including systems and structures that constrain rather than facilitate.

Strategic

helping organizations conduct mergers and acquisitions, change their strategies, and develop alliances

With continuous learning, your company can have ______.

higher-quality products

Human process

improving conflict resolution, team building, communication, and leadership

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

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

Unfreezing, moving, and refreezing are elements in ______.

motivating people to change

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

negotiation and rewards

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

organizational ambidexterity genius of the and

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

participation and Involvement

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

peer pressure

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

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

present; uncertainties

To create a guiding coalition means

putting together a group with enough power to lead the change

Techno-Structural

relating to organization structure and design, employee involvement, and work design

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

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

the genius of the and

Managers want, or should want....

their organization to perform at high levels, even to become world class.

A local community can strive to become a world-class center of

thinkers, makers, or traders

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