BCOM 4354
True or false: Perceptual filters can be preoccupations that divert one's attention or past experiences that affect the way one views the world.
True
What is a benefit of withhold and uphold communication?
Management retains a great degree of control.
Geigle and Bailey (2001) argued that change communication is most likely to be effective if change managers _____.
act as sense-makers
According to Bill Quirke (2008), at the _____ level in the communication escalator, the focus is primarily on providing information.
awareness
During organizational communication, women are more likely than men to _____.
draw attention to their uncertainties
A true statement about underscore and explore communication is that _____.
employee involvement helps solve problems
The medium of communication with the highest level of media richness is _____.
face-to-face communication
Underscore and explore communication is most likely to _____.
focus on fundamentals, but engage employees in dialogue to identify obstacles
According to the American consulting company Towers Watson (2013), the best practices for effective communication in organizations include _____.
helping employees understand the organizational culture helping employees understand how their actions affect customers
The communication strategy that showers employees with a range of information, more being better, is the _____ strategy.
spray and pray
A communication strategy is most likely to be a(n) _____ strategy if information that is provided to employees is limited to core issues.
tell and sell
A true statement about change communication is that _____.
the physical, social, and cultural context in which it occurs is critical
Visions fail when _____.
they are not relevant to the business
While communicating change, change managers must ensure that _____.
they avoid misusing language in a manner that causes confusion
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.
Match the approaches to creating a vision (in the left column) with the descriptions of what they mean (in the right column).
Tell Chief executive crafts the vision and gives it to staff. Sell Chief executive has a vision that he or she wants staff to adopt. Test Chief executive asks for feedback on ideas about a vision Consult Chief executive requests for the creative input of staff, within set parameters. Co-create Chief executive and staff craft a shared vision.
According to Daly's (1995) research, which of the following are instances in which staff is more likely to trust managers? (Check all that apply.)
When managers provide the reason for their decision When managers provide accurate information
True or false: A vision should be provided by a top-level manager to keep employees engaged and to build motivation.
False
According to Clayton (2015), enterprise networks fail due to _____.
lack of engagement from senior leaders
Arrange the following degrees of involvement (from the lowest to the highest) in the correct order as explained by Bill Quirke's communication escalator.
AUSIC
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 Lipton, what are the tangible benefits that skillful visions can bring to an organization? (Check all that apply.)
They help attract talent. They help recognize competencies that characterize the organization. They ensure that the organization performs well in the market.
Which of the following is an example of a mission statement that uses concrete imagery?
To make people laugh
Identify the suggestions given by Hammer for accelerating the incidence of operational innovation. (Check all that apply.)
Turn exceptional cases into the norm. Look for role models in other industries.
Differentiate between visions and mission statements.
Unlike mission statements, visions tend to paint a future scenario.
Identify a true statement about vision according to Kanter et al.
Vision is the foremost step toward change.
According to Malnight et al., which of the following questions relates to the retrospective approach of defining corporate purpose?
Where has the organization come from?
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
Which of the following is a potential organizational use of social media tools?
Enable employees to collaborate, cooperate, and share information
True or false: Conversations for closure do not involve acknowledgments, celebrations, and rewards.
False
What is a downside of tell and sell communication?
Employees are passive recipients.
According to Leonardi and Neeley (2017), which of the following is a trap that organizations can fall into when using social media tools?
Failing to distinguish between direct learning and metaknowledge
What is an attribute of identify and reply communication?
It assumes that employees comprehend the issues that need to be fixed.
Which of the following is true of change communication?
It is expensive in organizations where staff members are located in multiple locations.
According to research by Deloitte, which of the following is true of purpose-driven companies?
They have significant gains in market share.
According to the American consulting company Towers Watson (2013), what are the factors that are most likely to put a premium on "communication effectiveness"? (Check all that apply.)
Workforce The stakes
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 Doug Stace and Dexter Dunphy (2001), _____ need to be based on visionary and inspiring messages.
charismatic transformations
The communication strategy that involves keeping back information until it is absolutely necessary to communicate is the , Incorrect Unavailable and , Incorrect Unavailable strategy. (Enter one word in each blank)
withhold uphold
Which of the following leadership styles, identified by Kathleen and Kevin Reardon (1999), refers to one that involves giving directions?
Commanding style
How does transformational imagery differ from transitional imagery?
In transformational imagery, the change manager is visionary.
Match the following images (in the left column) with their purposes of communication (in the right column).
Interpreter Present a persuasive account of a change to ensure that as many people as possible will have a common understanding. Coach Key messages are emphasized to check understanding and encourage two-way dialogue.
According to Lissack and Roos (2001), which of the following are assumptions that limit the concept of vision? (Check all that ap
Organizational boundaries are clearly defined. The identity of an organization is static and fixed.
A breakdown is most likely to be experienced in change and conversations when _____.
initiative conversations take place with people who cannot proceed with change
While communicating change, media-rich communication should be aimed toward those who need _____.
waking up
In the context of Gifford's (2014) study of companies with internal networks, identify a true statement about enterprise social networks.
A key individual or a small team is useful for popularizing the enterprise network until it reaches critical mass.
Match the following types of leadership styles (in the left column) with their descriptions (in the right column).
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.
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).
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 Turnarounds They tend to follow from organizational crises, and draw on formal, top-down modes of communication.
Identify a true statement about Clayton's (2015) suggestions for using social media as a change management tool.
Employees can use social media to put forward their ideas to management that can help develop the future of the organization.
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 Reardon and Reardon, which of the following leadership styles should be combined at the launching stage of change process?
Logical and commanding
In the context of Daly's (1995) research findings, which of the following statements is true? (Check all that apply.)
Managers who use open communication are more likely to be trusted by staff. Managers are more likely to be trusted by staff when they provide feedback.
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
When is a breakdown likely to occur during the change communication process?
When there is a lack of shared understanding about the intended changes
Conversations that are most likely to focus on producing change are _____.
conversations for performance
——————is defined as any changes that involve the use of tools characterized by computerized technologies, such as automating manual processes, improving methods to track work with computerized tools, or expanding the functionality of computerized customer interfaces.
Digital transformation
Which of the following is a core capability for implementing digital transformations in organizations according to Lindsay et al. (2018)?
Establishing clear accountability for implementation
In context of the different types of change, which of the following is an implication for practical change management?
Evaluating the complexity of the change management task
True or false: All change managers have the skills and the credibility to manage the emotional responses of staff to change, and to achieve positive emotional responses.
False
True or false: Change managers find it easier to convince members of an organization of the benefits of disruptive innovations than sustaining innovations.
False
Match the different categories of adopters according to Everett Rogers (in the left column) with their characteristics (in the right column).
Innovators-The first in the group to adopt new behaviors and approaches Early adopters-Opinion leaders who evaluate ideas carefully and aid in adapting new ideas to local environment Late majority- Those who wait for most of their colleagues to adopt new approaches first and are more risk averse and skeptical than them Laggards- Those who are viewed negatively by others and are the last to adopt new approaches
Which of the following statements is an underlying assumption about whether change managers can produce positive emotional responses to change?
It may be more difficult to achieve positive emotional responses to certain changes than to others.
According to Ann Cunliffe, which of the following are the true statements about organizational culture? (Check all that apply.)
It provides the vision and direction for a company. It shapes the image of an organization.
According to Malnight et al., which of the following are the strategic roles of purpose in organizational growth? (Check all that apply.)
It reshapes the value proposition. It redefines the playing field.
Identify the potential uses of social media tools for an organization. (Check all that apply.)
Making the recruitment pool wider Enhancing employee relations Building employer brand and reputation
Identify the ways in which charismatic leaders perform their visions. (Check all that apply.)
Performing Framing Staging Scripting
Which of the following is a suggestion offered by Michael Hammer for accelerating the incidence of operational innovation?
Reconsider the core dimensions of the task.
Which of the following approaches to crafting a vision is used when the chief executive is attracted to the vision and wants it to be adopted by others?
Sell approach
Identify an example that is associated with the level of change that involves achieving an outcome without altering working practices of an organization.
Selling noncore assets of the organization
True or false: Operational innovations are more difficult to implement than product innovations as their benefits do not appear immediately.
TRUE
Which of the following are habits of innovators as discussed by Jeff Dyer and colleagues? (Check all that apply.)
Taking risks and trying new things out Meeting people outside the company
Based on the Project Management Institute study findings, identify the factors contributing to the effectiveness of program management offices (PMOs). (Check all that apply.)
The function of PMOs must be clearly understood. The change professionals who staff the PMO need a senior executive champion.
According to Lissack and Roos (2001), which of the following are assumptions that limit the concept of vision? (Check all that apply.)
The identity of an organization is static and fixed. Organizational boundaries are clearly defined.
According to Kate Ludeman and Eddie Erlandson (2004), how do senior managers who are "alpha" males behave?
They have an opinion on all topics.
Identify a feature of perceptual filters.
They tend to affect one's ability to decode a message.
Identify the mission statements that use abstractions. (Check all that apply.)
To be the most reliable finance company in the world To be a leading construction company who will provide the best service To promote accountability and deliver quality
What are the power tells of dominant individuals? (Check all that apply.)
Using a lower vocal register Using invasive hand gestures Sitting and standing with legs far apart
Which of the following are most likely to be the power tells of submissive individuals? (Check all that apply.)
Using lots of "ums" and "ers" Touching face and hair Changing speech pattern to sound like another person
Match the terms (in the left column) with their descriptions (in the right column).
Vision It describes a future situation. Mission It concerns what an organization does and is.
Identify a true statement about vision according to Pendlebury et al. (1998).
Vision determines the depth, scope, and time frame of change.
Identify the reasons why visions fail. (Check all that apply.)
Visions are difficult to comprehend. Visions lack the ability to adapt.
Which of the following questions would be asked in the intuitive approach of developing visions as described by Holpp and Kelly?
What would you like to achieve personally and professionally?
Identify the situations in which a vision can impede the process of organizational change. (Check all that apply.)
When leaders neglect operational details to ensure that change works When leaders use emotional appeal as the foundation for engagement
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.
According to Malnight et al. (2019), an organization that aims to grow in a new ecosystem (markets) should _____.
adopt the latest trends and patterns
A challenge a change manager handling disruptive innovations has to deal with is that disruptive innovations _____.
can threaten an organization's core capabilities
During the change communication process, it is essential that change managers _____.
maintain "linguistic coherence" across different stages of the process
In interpersonal and organizational communication, anything that interferes with a communication signal is called .
noise
Research by Malnight et al. (2019) on rapidly growing companies in America, Europe, and India revealed that a driver of organizational growth is _____.
purpose
An individual who uses the nurturer image for communication purposes is most likely to _____.
reinforce the view that innovative and creative change processes can be achieved
According to Landau et al., when an attempt is made to inject a new vision in an organization where the staff may identify strongly to the original vision, this is likely to be _____.
resisted if it disrupts self-definitions
Match the components of visions as described by Kimberly Boal and Robert Hooijberg (in the left column) with their features (in the right column).
A cognitive component It expresses outcomes and is based on information. An affective component It appeals to beliefs and values.
According to Heracleous and Barrett, which of the following do the deep structures of communication include? (Check all that apply.)
Central themes Root metaphors Interpretive schemes Rhetorical strategies
Which of the following is true about the differences between the different approaches through which vision may be developed?
Compared with the intuitive and analytical approaches, the benchmarking approach is more externally focused.
According to Rogers, which of the following are the characteristics of innovations that increase their probability of being accepted? (Check all that apply.)
Easy to comprehend Work in harmony with existing practices Offer more advantages than existing practices do
Identify the conditions for changing mindsets at level three of organizational change as described by Emily Lawson and Colin Price. (Check all that apply.)
Employees should have adequate skills to be able to practice the new behavior. Reward and recognition systems should be aligned with the new behavior. Employees should see people they value model the change actively.
Which of the following is true of conversations for understanding? (Check all that apply.)
They help others know the change issues. They have three main elements.
The communication strategy that involves a defensive approach to recognizing and responding to rumors and innuendo, and to reduce staff confusion about changes, is the _____ strategy.
identify and reply
A difference between machine imagery and developmental imagery is that _____.
in developmental imagery, the change manager is a trainer or coach
A true statement about the alpha male communication style is that _____.
it can be softened with coaching
An accurate statement about change communication is that _____.
it involves noise problems such as perceptual filters and coding and decoding
An accurate statement about interpersonal communication is that _____.
it involves the transmission of both information and meaning
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
In the context of change images and their communication purpose, a coach _____.
makes sure that people share similar values
The term _____ describes the various signs and clues that indicate how powerful someone is—or how powerful they want to be.
power tells
According to Lipton (1996), visions help organizational change by _____.
providing a road map that aids in the transition process
A dominant individual is most likely to _____.
resist interruption from others during conversation
Which of the following statements is true of change communication according to the views of Lars Christensen and Joep Cornelissen (2011)?
It has attracted increasing attention due to the emergence of corporate social responsibility.
Identify a feature of interpersonal communication.
It indicates the purpose and meaning of the communicators.
Which of the following is true of Lars Christensen and Joep Cornelissen's (2011) views on change communication?
It is often desirable for change communication to be ambiguous and inconsistent.
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 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.
Identify the benefits of corporate program management offices (PMOs). (Check all that apply.)
They deliver projects ahead of schedules and under budget. They decrease the number of projects that fail.
Which of the following are characteristics of social media? (Check all that apply.)
They encourage collaboration and allow users to develop new connections. They are "low friction" methods that are attractive and easy to use.
According to Reardon and Reardon, at which stage of the change process should managers use a combination of logical, inspirational, and supportive leadership styles as they select and train people as part of the change process?
The enabling stage
Match the different approaches through which visions may be developed (in the left column) with their disadvantages (in the right column).
The intuitive approach It may produce personal visions that are not connected to current and anticipated needs. The analytical approach It may pay less attention to guiding logics and values of an organization. The benchmarking approach It assumes that an organization's future will be linked to current competitors instead of identifying new competitors in the future.
According to Collins and Porras (2005), which of the following is a true statement about a visionary leader?
The leader's role is to facilitate the development of a vision.
Match Malnight's approaches to defining corporate purpose (in the left column) with their features (in the right column).
Retrospective approach It is based on an organization's current reason for existing, based on its past history and has an internal focus. It is based on an organization's current reason for existing, based on its past history and has an internal focus. Prospective approach It redefines an organization's purpose by looking ahead, and it takes on an external perspective. It redefines an organization's purpose by looking ahead, and it takes on an external perspective.
Identify an attribute of spray and pray communication.
Staff are exposed to organizational data.
Which of a following is a rule suggested by Lengel and Daft (1988) for "matching" media richness to the message to be communicated?
Use rich media for nonroutine communications.
When do conversations for performance involve the action stage? (Check all that apply.)
When promises are made When accountabilities are established
Match the components of the envisioned future (in the left column) with their examples (in the right column).
Common enemy logic Ana Limos Inc., a car rental service, wants to crush its competitors. Role model logic Laguna resorts wants to become the most prestigious resort in the next 10 years. Internal transformation logic Blue Shores, a swim wear company, wants to change completely to a fashion accessory brand.
Match the processes by which charismatic leaders perform their visions (in the left column) with their features (in the right column).
Framing It is the art of influencing others to accept a leader's interpretation of the organizational vision. Scripting It is the process of integrating and coordinating more specific sets of actions and ideas. Staging It is the selection of artifacts, symbols, props, and settings to reinforce an organization's vision. Performing It is the enactment of the vision by personally demonstrating behaviors required to achieve the vision.
Identify a true statement about operational innovations.
Their ownership may be unclear as such innovations cross functional boundaries.
Which of the following is true of initiative conversations? (Check all that apply.)
They involve assertions, requests, and declarations. They draw attention toward the need for change.
Lissack and Roos (2001, p. 61) prefer the term _____ to vision.
coherence
Conversations that are most likely to help others to appreciate change issues and the problems that need to be addressed are _____.
conversations for understanding
A study by McKinsey Global Institute on the effects of social media on organizations revealed that social networking sites _____.
enable companies to display their goals, culture, and priorities to potential employees
Conversations that draw attention to the need for change, whether reactive or proactive, are most likely to be considered _____.
initiative conversations
An individual who uses the _____ image for communication purposes is most likely to aim to provide the dominant account using "rich" personal and interactive communications.
interpreter
Which of the following media are considered information poor or "lean" in the media richness hierarchy? (Check all that apply.)
Circulars Reports
According to Malnight et al. (2019), an organization can grow into new market structures by _____.
building on the trust of consumers
Communication is most likely to fail when a _____.
transmitter and a receiver have different frames of reference
Which of the following are the suggestions made by Christensen and Overdorf for organizations seeking to develop the capabilities for handling disruptions? (Check all that apply.)
Acquire an organization that has the capabilities for handling disruptions. Create a new organization that can address and solve the problem. Restructure the organization to build cross-functional teams devoted to tackling the problem.
According to Kimberly Boal and Robert Hooijberg (2001), which of the following are the components of visions? (Check all that apply.)
An affective component A cognitive component
Match the different approaches through which vision may be developed as described by Holpp and Kelly (in the left column) with their features (in the right column).
Intuitive approach It relies on the use of imagery to encourage staff to participate in the development of vision. Analytical approach It views vision as defined in relation to departmental or organizational missions and roles. Benchmarking approach It bases visions on the standards and actions of an organization's toughest competitors.
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.
True or false: Having a vision can hinder the process of organizational change when the vision focuses attention toward future problems and away from current problems.
True
According to the model of the communication process, ______, Incorrect Unavailable is essential for checking if one has understood the intended meaning of a message.
feedback
A research by Deloitte revealed that purpose-driven companies have _____.
high productivity
Robert Goffee and Gareth Jones (2000), identify the qualities of leaders that are required to complement energy and vision. (Check all that apply.)
Displaying uniqueness through their actions while maintaining social distance Understanding the general situation of an organization and interpreting subtle signals and cues
How do emotions influence the change communication process?
They communicate vision and urgency.
