CPLP 9 & 10

Knowledge repositories house declarative, procedural, causal, and ______________ knowledge. (Choose the option that completes the sentence accurately.) a. Concept b. Contextual c. Empirical d. Logical

Contextual

Document management systems accomplish all of the following EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Check-in b. Check-out c. Storage d. Editing

Editing

In Bloom's taxonomy, which level is highest on the hierarchy? (Choose the best response.) a. Synthesis b. Application c. Evaluation d. Comprehension

Evaluation

A training manager is working through the phases of content management. Which of the following is NOT considered a phase in content management? (Choose the best response.) a. Creation b. Management c. Publishing d. Execution

Execution

While social media is broadly accepted as providing quick and easy links to information, many organizations struggle to find the right balance between work and ______________. (Choose the option that completes the sentence accurately.) a. Posting knowledge b. Knowledge exploration c. A need for sharing knowledge quickly d. A learning strategy that promotes on-the-job development

Knowledge Exploration

During organizational change, employees may need new information or skills. Who created the learning style inventory about learner's orientation to four learning modes: concrete experience, reflective observation, abstract conceptualization, and active experimentation? (Choose the best response.) a. Knowles b. Jung c. Kolb d. Herzberg

Kolb

A training manager is attempting to provide a tool that will allow employees to readily access small chunks of learning quickly and frequently to develop new curriculum. Which management system will best meet the training manager's needs? (Choose the best response.) a. RDBMS b. LCMS c. CMS d. PDF

LCMS

Which of the following systems manages components that make up a course? (Choose the best response.) a. CMS b. LCMS c. LSS d. Collaboration tools

LCMS

Which of the following social learning tools is best described as content delivered in short bursts of information and is limited to 140 characters or less? (Choose the best response.) a. Audio & video blogs b. Social networks c. Microblogs d. Social bookmarking

Microblogs

A T&D professional is presenting a business case for using social media to enhance learning. During the presentation, several senior managers challenge the use of social media by saying, "These systems compromise proprietary information." The key issue they are raising is best described as a______________ issue. (Choose the option that completes the sentence accurately.) a. Organizational culture b. Security and privacy c. Written organizational policy d. User adoption

Security and Privacy

Which of the following states that the central premise as it relates to organizations is that order can emerge out of chaos? (Choose the best response.) a. Complexity b. Chaos c. The butterfly effect d. The whole is more than the parts

a. Complexity Response A is correct because complexity refers to a state of multiple, interrelated parts in which patterns can be discerned. For this reason, a complex situation is initially chaotic, but with the difference that order can be imposed upon it.

You are a part of a change effort. Everyone knows how important listening is when trying to make a change. You have the dubious responsibility of telling your senior leaders that employees do not think they are being heard by their leaders. One of the leaders challenges you by saying, "I've been to a listening class. I do listen. I nod my head, make good eye contact, and take notes when I need to. What else do you want me to do?" How do you respond? (Choose the best response.) a. "It depends on what is needed. You may need to listen for clarification or be an empathetic listener during change discussions." b. "Empathetic listening is the level that must always be used during change efforts to understand employee feelings." c. "You may want to ask a few questions to demonstrate that you are listening." d. "Try listening for the real meaning of the message."

a. "It depends on what is needed. You may need to listen for clarification or be an empathetic listener during change discussions." Response A is correct because active listening and listening for clarification takes the listening process to a higher level to help increase understanding of comments. During change, empathic listening is required also to identify feelings by the speaker.

What is "noise" in the communication model described in this chapter? (Choose the best response.) a. A barrier to communication b. The communicated words c. The sound waves of the message d. Any sounds outside of the actual message

a. A barrier to communication Response A is correct because anything that gets in the way of the listener receiving the communication is classified as noise. It may be a psychological barrier or obstacle between the sender and the receiver, an accent, or the presence of extraneous physical sounds. The goal in communication theory is to reduce the "noise" as much as possible to ensure the message is effectively communicated.

Which management style is most appropriately defined as employees working with no input from management and the processes are dependent on employees? (Choose the best response.) a. Anarchy b. Democracy c. Dictatorship d. Diplomacy

a. Anarchy Response A is correct because anarchy refers to a management style in which managers leave their employees to determine work processes for themselves without providing input and feedback.

You are leading a change effort in your organization. You have asked the CEO to use formal and informal channels of communication to inform employees about the values, beliefs, and vision for the future of the organization. Your CEO is willing, but asks you why you want her to do this. You respond that by doing this, she is ______________. (Choose the option that completes the sentence accurately.) a. Applying leadership skills to influence others (followers) to accomplish an objective b. Applying managerial skills by directing c. Changing the organizational structure from hierarchical to matrix d. Transforming the organization from industrial to postindustrial

a. Applying leadership skills to influence others (followers) to accomplish an objective Response A is correct because the key goal of a leader is to influence others (followers) to accomplish the objectives and goals of the organization. Direction of work is not what leaders do. Changing the organizational structure isn't accomplished only by communicating values, beliefs, and vision.

Which of the following types of analysis attempts to standardize work flow in a manner that decreases redundancy of effort and increases information reuse? (Choose the best response.) a. Business process analysis b. System analysis c. System study d. Risk analysis

a. Business process analysis Response A is correct because business process analysis is a structured method of documenting business rules and uncovers hidden inefficiencies and strengths that could be streamlined or leveraged to increase productivity.

You have determined that many employees are not adhering to a new compliance program. In a subsequent focus group, you asked a group of managers to compare the requirements of the compliance program with actual behaviors in their work units. You also asked them to determine what patterns―similarities and differences―have emerged across the company. What theory applies to this illustration? (Choose the best response.) a. Chaos and complexity theories b. Motivation c. Appreciative inquiry d. Action research

a. Chaos and complexity theories Response A is correct because close evaluation of patterns and understanding patterns across the system (in this case the company) are key to chaos and complexity theories.

You are doing a study of anomalies in organizational patterns. These anomalies would normally be considered "noise" or experimental error. Your goal is to find underlying order in apparently random data. This type of study is most closely related to _____________________. (Choose the option that completes the sentence accurately.) a. Chaos theory b. Six Sigma c. Systems thinking d. Organizational change theory

a. Chaos theory Response A is correct. A study of anomalies in organizational patterns addresses chaos theory because seemingly random occurrences can reveal specific patterns of behavior.

All the following are elements of KM EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Classroom instruction b. Collaboration c. Access to subject matter experts d. CoPs

a. Classroom instruction Response A is correct because KM uses information sharing rather than instruction, which is information that is taught. Classroom instruction is not one of the elements of KM.

Your training department has been asked to join a group attempting to implement Six Sigma processes into their finance department. The implementation team is in the beginning stages of review but is looking for input from the training department. At this stage of implementation, where can your training department have the greatest effect in supporting the Six Sigma initiative? (Choose the best response.) a. Coaching leaders on how to implement Six Sigma b. Managing the transition to Six Sigma processes c. Creating Six Sigma processes within T&D d. Developing leadership models in which Six Sigma can flourish

a. Coaching leaders on how to implement Six Sigma Response A is correct because a significant amount of intensive training is required for Six Sigma leaders, which means that training departments can have a great effect on the success of the initiative and the transformation of their organization's culture and operating systems.

According to Lewin, what must an organization first identify before it can change? (Choose the best response.) a. Current state b. Vision c. Mission d. Fiscal goals

a. Current state Response A is correct because Kurt Lewin classified the change process into three stages: the present state, the transition state, and the desired state. To start implementing change, the organization has to identify its current state, what is lacking, and potential approaches for improvement.

Your training manager calls a meeting to discuss strategies for the next fiscal year. She begins the meeting by setting the tone of the discussion and then asks for feedback around her ideas and any other ideas her team might have. Since you are studying to take your CPLP exam you just read about management styles. You are certain that this type of management style is best described as _________. (Choose the option that completes the sentence accurately.) a. Democratic b. Interactive c. Diplomatic d. Productive

a. Democratic Response A is correct because the example indicates that the manager sets the tone of the discussion and asks for feedback about her ideas from her employees. This indicates that the manager both is in control of the situation, unlike in an anarchic situation, and asks for input from employees, which is unlike a dictatorship.

You have been asked to work with your COO to facilitate a change. You will act as the change agent to facilitate the process. The COO will sponsor the change effort and be seen by the organization as the change leader. You are clarifying your roles with each other. Which action will be required of your COO? (Choose the best response.) a. Develop the vision b. Build a business case c. Coach the leadership d. Ensure milestones are met

a. Develop the vision Response A is correct because all the other roles belong to the change agent or facilitator. The change leader must also establish a sense of urgency, show commitment, remove barriers in the system, and hold others accountable.

You have recently joined an entertainment company as an organizational development specialist. Your job is primarily to support the T&D department to implement change throughout the organization. You are in a staff meeting describing how various employees are responding to the change. Your colleagues tell you to rely on one group of people to help you early in the implementation stage of the change effort. Which group do they recommend will be the most helpful? a. Early adopters b. Early majority c. Late majority d. Laggards

a. Early adopters Response A is correct because this group makes up 13.5 percent of the population. They like to take on new challenges, are trend setters who stay informed, and are generally influential members of organizations. While the innovators are the first to embrace change, they make up only 2.5 percent.

The primary goal of KM is to______________. (Choose the option that completes the sentence accurately.) a. Effectively share knowledge throughout the organization b. Provide a forum for collaborating, innovating, and exchanging ideas c. Leverage technology to capture informal intellectual capital d. Capture both tacit and explicit organizational knowledge

a. Effectively share knowledge throughout the organization Response A is correct because even though all of these items may be viewed as aspects of KM, the specific and primary goal is to share knowledge effectively throughout the organization.

Which type of knowledge includes information that has been documented or can be shared with someone else? (Choose the best response.) a. Explicit b. Tacit c. Psychomotor d. Cognitive

a. Explicit Response A is correct because explicit knowledge refers to knowledge that has been documented in some form.

Which of the following analyses is used to identify driving and restraining forces and helps to overcome resistance and complacency in change initiatives? (Choose the best response.) a. Force field analysis b. Cultural benchmarking c. Cause-and-effect analysis d. Five-whys analysis

a. Force field analysis Response A is correct because force field analysis, which was created by Kurt Lewin, recognizes two types of forces: driving and restraining. Driving forces help to implement the change, while restraining forces stand in the way of implementation. Recognizing both enables the practitioner to minimize restraining forces and leverage driving forces to help support implementation.

In which organizational model does the line of authority flow from the top to the lower levels of the organization, and, on each level, managers have authority over their areas and employees, who, in turn, have authority over others? In this structure, every employee reports to a single immediate supervisor. (Choose the best response.) a. Hierarchical b. Matrix c. Flat d. Self-directed

a. Hierarchical Response A is correct because hierarchical management models are characterized by successive layers of authority. In each layer of authority, employees report to only one boss, who has authority over his or her employees and in turn reports to only one boss and so on.

In industrial leadership models, leadership was congruent with which of the following? (Choose the best response.) a. Hierarchies and bureaucracies with one leader at the top b. Collaborative and continuous learning of leaders and all employees c. Leveraging the dynamics of people working together to build trust and make transformational change d. Servant leadership where the leader serves the followers

a. Hierarchies and bureaucracies with one leader at the top a. Response A is correct because all other items are characteristics of postindustrial (modern) leadership models and thinking. Industrial (early) leadership models and thinking focused on one person at the top (the leader) who was the most important person to learn and make decisions.

An impact analysis seeks to minimize negative effects of the change by ______________. (Choose the option that completes the sentence accurately.) a. Identifying potential areas of concern b. Minimizing positive outcomes c. Supporting it with analytical tools d. Gauging improvements

a. Identifying potential areas of concern Response A is correct because, by identifying potential areas of concern and constructing contingencies to manage or eliminate the concerns, an impact analysis seeks to minimize any negative effects.

What is the order of the five stages of managing a change process? (Choose the best response.) a. Initiating, planning, executing, controlling, and closing b. Planning, initiating, controlling, executing, and closing c. Controlling, initiating, planning, closing, and executing d. Executing, controlling, planning, closing, and initiating

a. Initiating, planning, executing, controlling, and closing Response A is correct because in managing the change process, the vision must be cast and clear goals defined as it is initiated. The second phase, planning, defines the scope and resources and establishes the activities to achieve the goals. Executing is the phase where the plan is put into place, and controlling is the monitoring and adjustment process during the execution phase. Closing celebrates the accomplishments and reviews the processes and outcomes.

You are a T&D professional who works in an advertising agency. You are meeting with the VP of marketing to discuss the importance of involving employees to aid the change process. She is not buying in until you say one thing. Which of the following is the best reason for involving employees in change? (Choose the best response.) a. It helps people become committed to the change. b. Everyone needs to feel wanted and needed. c. Stressful times can often spark feelings of isolation. d. It provides a vehicle of expression for employees.

a. It helps people become committed to the change. Response A is correct because giving employees a sense of how they will be personally involved in change provides them with a sense of ownership of the change and thus increases their engagement.

Which of the following scenarios describes an individual using explicit knowledge? (Choose the best response.) a. Lisa uses a job aid that lists the steps to log on to the computer system. b. Lisa writes a white paper on how to facilitate a distance learning course. c. Lisa conducts a high-level needs analysis based on her prior experience on a similar project. d. Lisa writes an instructor guide using a template she developed on a previous project.

a. Lisa uses a job aid that lists the steps to log on to the computer system. Response A is correct because tacit knowledge is defined as knowledge that is rooted in personal experience and typically resides in one's head. Explicit knowledge is knowledge that is readily transferable to others and typically documented. In all the situations, except when Lisa used the job aid, she was drawing upon her tacit knowledge.

You are a part of a franchised physical therapy center. You are working through a change management prompted by key changes in healthcare laws. You need to get employees to move from the present state to the desired state. During this process, the employees must go through a transition state. The center's director believes that it should be easy to do. You explain to her what she might experience and why it may not be as easy as she thinks. She lists four behaviors she expects to see. You tell her she is correct in three out of the four. Which of the following characteristics is NOT one associated with this transition state when an organizational change occurs? (Choose the best response.) a. Low, often undirected, energy b. Control as a major issue c. Low stability d. Increased conflict

a. Low, often undirected, energy Response A is correct because energy levels during the transition state, while undirected, are often quite high. Therefore, response A is not one of the characteristics of transition states

A T&D professional is constructing a process map that will be used to communicate the project to management. A process map is most typically used to ______________. (Choose the option that completes the sentence accurately.) a. Pinpoint the problem areas and opportunities for improvement b. Plan, organize, and control the work involved with the project c. Demonstrate the proposed systematic approach in nonvisual terms d. Change the flow of activities or decisions associated with generating a specific business output

a. Pinpoint the problem areas and opportunities for improvement

Although theorists do not agree on which characteristics are most important with regard to chaotic and complex systems, most accept several characteristics as the central part of the chaos and complexity theory. Which of the following is NOT one of those characteristics? (Choose the best response.) a. Problem events within a system are usually microcosms of the chaos within it, and dissecting an individual event reveals the key issue of the organization. b. Complex systems have multiple causes and effects that are not linked in time and space, so isolating and examining one action may provide an inaccurate perception. c. All complex systems are made up of a limited number of repeating patterns, and although they may appear to occur randomly, a closer look reveals that these patterns do repeat again and again. d. The whole is more than the parts, meaning that the best way to understand a complex system is to break it down into small, manageable parts and see how each component interacts with other components.

a. Problem events within a system are usually microcosms of the chaos within it, and dissecting an individual event reveals the key issue of the organization. Response A is correct because this is not a characteristic of chaos or complexity theory. One of the key elements of chaos and complexity theories is the examination of the whole. Individual isolated events do not provide enough information to give a clear view of the organization.

When communicating change initiatives to others, which of the following is NOT one of the key points that will help ensure all involved understand? (Choose the best response.) a. Provide information only at the outset of a change initiative b. Provide opportunities for people to be heard c. Give thorough and complete information d. Ensure that messages correspond with actions

a. Provide information only at the outset of a change initiative a. Response A is correct because giving people notice only when the initiative is about to begin is not a good way to keep people informed; people can panic if they are not prepared for the change.

A colleague barks out orders to a fellow teammate and is highly demanding of himself and others. When dealing with this person, you have learned to do all of the following EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Provide thorough, detailed examples b. Be specific c. Be brief d. Make your point quickly

a. Provide thorough, detailed examples Response A is correct because the example suggests that your colleague has a driver social style. Because drivers prefer information to be brief, specific, and to the point, this professional would become impatient when provided with thorough examples. Thorough examples are more appropriate for an analytical person

A trainer is working with a team of specialists who require a collaborative, information-sharing environment to help them stay up-to-date on the latest technology advancements. Based on this information, what can be said about this group and KM? (Choose the best response.) a. The collaborative requirements align with the goals of KM. b. The highly technical nature of this group does not fit the goals of KM. c. The group cannot get up-to-date on the technologies quickly enough using KM. d. The goals of KM are limited to the value the Internet can provide.

a. The collaborative requirements align with the goals of KM. Response A is correct because collaboration is one of the key elements of KM. In the example, the trainer and the group are focusing on a collaborative, information-sharing environment where they can learn from one another and share ideas about latest technology advancements.

Which of the following best describes how measurement is used to improve best practices? (Choose the best response.) a. The goal of best practices is continuous improvement, and, without measurement, there's no benchmark to know whether processes and metrics are improving. b. The goal of best practices is to boost employee morale. Level 1 evaluation helps determine employee reaction and change in attitude. c. The goal of best practices is to facilitate cultural change. Through analysis and measurement, organizations can plan for and measure the effect of change on employees and the organization. d. The goal of best practices is to identify and close performance gaps. Without measurement, the nature of the gap is unknown, and the appropriate intervention cannot be selected.

a. The goal of best practices is continuous improvement, and, without measurement, there's no benchmark to know whether processes and metrics are improving. Response A is correct because best practices are techniques that are believed to constitute a paradigm of excellence in a particular field. Therefore, the goal of using them is to identify what a best practice looks like and to have a benchmark against which to measure progress in making improvements.

You are a T&D professional working in an insurance company with a very traditional senior leadership team. They have asked you to redesign the company leadership development program and to identify resources to support continued leadership development for the senior leaders as well. During these discussions, you discover that the leadership team believes most people need to be highly supervised and at times coerced to do a good job. Which of the following theories does this group subscribe to? (Choose the best response.) a. Theory X b. Theory Y c. Great Man theory d. Contingency theory

a. Theory X Response A is correct because McGregor's Theory X is an industrial-era leadership theory that postulates most people do not like to work and will avoid it when they can; that they need to be coerced, controlled, or threatened to persuade them to work; and that most people want to be told what to do and avoid responsibility.

You are coaching the manager of a help desk who believes the way to increase employee productivity is to employ tight workplace controls and close supervision. You are helping him understand that there are other ways to motivate employees. Which motivation theory is this manager currently using? (Choose the best response.) a. Theory X b. Theory Y c. Expectancy d. Equity

a. Theory X Response B is correct because practitioners of Theory X assume a lack of pride or ownership of work output by the employees who produce the work. This motivational approach limits management's response to low quality or productivity to those of tighter control and monitoring of workplace behaviors.

A T&D professional has just constructed a 452-task project plan complete with dates and phases. Why has she chosen to incorporate phases into her project plan? (Choose the best response.) a. To focus energy on current work and have the ability to look ahead b. All projects have phases that need to be followed. c. To demonstrate that everything is linear in the process d. To keep people from jumping ahead of the plan

a. To focus energy on current work and have the ability to look ahead

What phase of the 4-D cycle includes developing statements such as, "We want to be the employer of choice," "We want to delight our customers," and "We want to envision ideas for growth"? (Choose the best response.) a. Topic b. Discover c. Dream d. Design

a. Topic Response A is correct because the outset of an appreciative inquiry process involves determining the topic that the organization will focus on. The topic should be something important to the organization and an area that, if improved, will make a big difference.

Beginning with a ______________ ensures KM alignment to the organization's goals. (Choose the option that completes the sentence accurately.) a. Vision and mission b. SWOT analysis c. Concept discussion with key stakeholders d. Strategy for implementation

a. Vision and mission Response A is correct because beginning with a vision and mission for the KM system will assure it supports organizational goals

The leader or sponsor answers the "what" and "why" of a change while the change agent answers the ______________. (Choose the option that completes the sentence accurately.) a. "How" and "why" b. "How" and "when" c. "When" and "why" d. "What" and "why"

b. "How" and "when" Response B is correct because the leader or sponsor answers the "what" and "why" of the change while the change agent answers the "how" and "when."

As a T&D professional, you are discussing listening skills with a group of participants in the classroom. One of the participants raises his hand and says, "Listening is 100 percent the responsibility of the listener. If the listener does not understand the message, it isn't the speaker's fault." How do you respond? (Choose the best response.) a. "You are correct. Listening is hard work. If the listener does not understand it is not the fault of the speaker. The listener is just not working hard enough." b. "There are many things that get in the way of understanding the message including the sender's message, the listener's interpretation, the environment, the filters by both the sender and the listener, and many other things." c. "You are mostly correct, but sometimes the speakers have not thought the message through very well." d. "What did you say?"

b. "There are many things that get in the way of understanding the message including the sender's message, the listener's interpretation, the environment, the filters by both the sender and the listener, and many other things." Response B is correct because there are dozens of barriers and obstacles that can get in the way of a listener hearing and understanding the message.

Which of the following is NOT an example of risk analysis and contingency planning?(Choose the best response.) a. A training session is scheduled to take place in Buffalo, New York, in January, and all sales representatives must travel to this location. Instead, the training session location is moved to Florida. b. A group of line workers discusses the new labor relations contract and the effect of the contract on overtime pay. c. A group of line workers discusses inferior materials and the current scrap and rework levels. The organization decides to begin using another supplier for the raw materials. d. A group of line workers discusses inferior materials and the effect on the manufacturing process. The department institutes a new checklist and tests to ensure that raw materials meet the minimum manufacturing standards before being put into production.

b. A group of line workers discusses the new labor relations contract and the effect of the contract on overtime pay. Response B is correct because discussing a new labor relations contract and its effect on overtime pay is not a way to identify potential barriers to a project and plan a way to avoid or get around the barrier.

A CEO often communicates the importance of "stretch goals," which are challenge goals that encourage employees and show confidence in their abilities to hit these goals. This CEO's leadership style is best described as ______________. (Choose the option that completes the sentence accurately.) a. Directive b. Achievement-oriented c. Participative d. Supportive

b. Achievement-oriented Response B is correct because the achievement-oriented leadership style is characterized by leaders who set challenging goals and encourage high performance as a means of showing confidence in a group's ability.

The LEAN principle defines the value stream as ______________. (Choose the option that completes the sentence accurately.) a. The value of a product or service from the customer's perspective b. All the activities across every department involved in delivering the product or service c. Waste d. Customer "pull" on a product or service

b. All the activities across every department involved in delivering the product or service Response B is correct because the value stream is the end-to-end process, encompassing all of the organizational activities involved in delivering the product or service.

People with this social style are often perfectionists who deal in logic and details and tend to keep feelings to themselves. (Choose the best response.) a. Amiable b. Analytical c. Driver d. Emotional

b. Analytical Response B is correct because the analytical style is characterized by a focus on logic and details.

A T&D professional is beginning a new major project. What should be the first step in this or any other major project? (Choose the best response.) a. Prepare a risk analysis b. Analyze and define the business processes c. Create a project plan for the new project d. Determine plans to overcome any identified project obstacles

b. Analyze and define the business processes

You are working with a department manager in your role as an internal consultant. You are developing interview questions to learn more about the department. Since you are studying appreciative inquiry theory, you decide to follow the process within the discovery phase. While editing your interview questions, which of these questions did you eliminate? (Choose the best response.) a. Who are your customers and what do they say when they are praising your department? b. Can you tell me what problems or issues need solving? c. What are this department's strengths and capabilities? d. What does this department do best when serving its internal customers?

b. Can you tell me what problems or issues need solving? Response B is correct because the discovery stage is meant to start positive conversations about the topic and generates constructive stories about strengths and successes. A question about problems and issues does not come from a positive perspective.

Which of the following terms is most appropriately defined as the study of how simple systems can generate complicated behavior and is a state where patterns cannot be made or details understood? (Choose the best response.) a. Complexity b. Chaos c. The butterfly effect d. The whole is more than the parts

b. Chaos Response B is correct because chaos is a confused, disorganized state in which behavior becomes unpredictable. This confusion makes it difficult to discern patterns or understand details.

One important concept to keep in mind while engaging in positive dialogue is ______________. (Choose the option that completes the sentence accurately.) a. Framing the topic around the problem b. Choosing the right tone c. Displaying a lack of curiosity d. Refraining from sharing stories

b. Choosing the right tone Response B is correct because the choice of words and tone is important when framing the topic around possibilities instead of problems.

Which of the following is NOT a primary component to consider when planning for change? (Choose the best response.) a. Gaining consensus b. Conducting individual training needs assessments c. Keeping resources informed d. Developing an excellence team

b. Conducting individual training needs assessments Response B is correct because conducting individual training needs assessments only looks at an individual level whereas planning for organizational change requires a broader perspective; however, conducting individual training needs assessments may be a subcomponent of an organizational change.

Which of the content management process phases helps provide disaster recovery capabilities? (Choose the best response.) a. Content creation b. Content management c. Publishing d. Presentation

b. Content management Response B is correct because content management enables version control, which allows only one version of a document to be updated at a time and provides legal accountability, backup, and disaster recovery capabilities.

In force field analysis, which of the following is a resisting force? (Choose the best response.) a. Employee needs and desires b. Cost factors c. Environmental factors d. Availability of technology

b. Cost factors Response B is correct because cost factors will always act as a limit to what can be accomplished. The T&D professional's job is to make sure that what is an acceptable outcome is within the cost factors available to his or her project.

In what phase of the 4-D cycle do participants explore and discuss their visions, hopes, ideas, and dreams for the future? (Choose the best response.) a. Discover b. Dream c. Design d. Destiny

b. Dream Response B is correct because the dream phase of the 4-D cycle is where the members of the change team will work together to explore possibilities for the future.

Which organizational structure's advantages include the following characteristics: The structure is simple and easy to comprehend, management authority and job responsibility are easily defined, and budgeting and cost controls are easier to manage? (Choose the best response.) a. Tribal b. Hierarchical c. Fishnet d. Matrix

b. Hierarchical Response B is correct because a hierarchical structure (bureaucracy or traditional structure) has one leader at the top, with clear manager and reporting relationships at subsequent levels in the hierarchy. This structure makes it easy for everyone to understand who reports to whom and the functional areas that employees belong to.

A knowledge map, as a communication tool, displays important and actionable information within an organization. Which of the following statements does NOT accurately reflect a characteristic of a knowledge map? (Choose the best response.) a. It points to knowledge but it does not contain the knowledge. b. It is a repository of information for the organization. c. It identifies constraints to the information flow. d. It helps identify intellectual capital and enhance organizational learning.

b. It is a repository of information for the organization. According to Davenport and Prusak (1998), "a knowledge map―whether it is an actual map, a knowledge "Yellow Pages," or a cleverly constructed database―points to knowledge but does not contain it. It is a guide, not a repository."

Which of the following techniques is most important in affecting cultural change in an organization? (Choose the best response.) a. Training employees to convey and develop skills related to desired values and beliefs b. Modeling and supporting desired values and beliefs at organizational gatherings c. Conducting frequent focus groups to gather feedback on values initiatives d. Using slogans to symbolize and market the desired values and beliefs

b. Modeling and supporting desired values and beliefs at organizational gatherings Modeling and supporting desired values and beliefs are important because they show people explicitly what behaviors are important. It is very clear what you want them to do when they see the behavior in action and are reinforced for the behavioral change.

Intelligibility or understandability of speech depends on several factors. Which of the factors below serve no positive communication function? (Choose the best response.) a. Vocalized pauses b. Overuse of stock expressions c. Substandard grammar d. Force

b. Overuse of stock expressions Response B is correct because expressions such as "OK," "like," and "you know" have no intrinsic meaning and add no value to communication. They are simply filler that should be avoided when communicating.

Which of the following is a visual tool used to systematically describe actions and behaviors in a sequential flow? (Choose the best response.) a. DMAIC methodology b. Process map c. Evaluation models d. Six Sigma IPO model

b. Process map Response B is correct because a process map presents a clear and logical visual representation of all of the tasks and steps involved in carrying out a particular process.

In a reward system, rewards need to have specific characteristics. Which of the following is NOT one of the characteristics that a reward should include? (Choose the best response.) a. Rewards need to be specific to indicate that the manager values and pays attention to achievements. b. Rewards should always have a tangible value. c. Rewards should include sincere praise. d. Rewards are time sensitive and immediate.

b. Rewards should always have a tangible value. Response B is correct because intangibles, such as recognition, may be the most significant reward for some employees. Different people value different things.

A T&D professional is conducting a study on the effects of a training program she is delivering. She is drawing on her own experiences to guide the study. What type of knowledge is being represented by this T&D professional? (Choose the best response.) a. Data b. Tacit c. Information d. Explicit

b. Tacit Response B is correct because tacit knowledge refers to knowledge in one's head based on personal experience. In the example, the T&D professional is recalling her personal experiences, and thus the knowledge she is using is tacit.

Which type of knowledge refers to knowledge in one's head, or knowing how to do something based on experience? It includes judgment, insights, experience, know-how, personal beliefs, and values. (Choose the best response.) a. Explicit b. Tacit c. Psychomotor d. Cognitive

b. Tacit Response B is correct because tacit knowledge refers to something that an employee knows or is able to do without having to refer to documentation such as a training manual. It is often knowledge learned from experience.

Your department developed a training program to help employees prepare for a new organizational process. Everyone's jobs will be easier once they learn the new process. You are excited about it. While presenting the new course, you see that some employees are not engaged and sit quietly while others are challenging the details of the process. What do you suspect is happening? (Choose the best response.) a. The room conditions are likely affecting the success of the training. b. The employees may not be motivated and committed to this change. c. The employees have a problem with the trainer, and it is causing these reactions. d. The training materials are not interactive, affecting the success of the training program.

b. The employees may not be motivated and committed to this change. Response B is correct because people introducing change initiatives often assume that all employees are in the third stage of readiness to commit to change, when frequently they are not. To determine employees' readiness for change, practitioners should assess their readiness before moving into the training phase.

According to Albrecht's change response cycle, when an organizational change is first introduced, which of the following response phases describes employees' initial reaction to the change? (Choose the best response.) a. Problem b. Threat c. Habit d. Solution

b. Threat Response B is correct because the first phase in Albrecht's change response cycle is referred to as threat. It is characterized by individuals being afraid to change the status quo because of fear of the unknown or a state worse than the status quo.

Which of the following best describes the key goal of KM? (Choose the best response.) a. To understand how employees learn best on the job and to share this information with others b. To effectively share knowledge throughout an organization for the benefit of the organization or the individual c. To identify performance gaps and the appropriate solutions to close gaps and to use information sharing to close those gaps d. To make training program information more accessible on the job and enhance the sharing of knowledge and information

b. To effectively share knowledge throughout an organization for the benefit of the organization or the individual Response B is correct because KM enables knowledge to be disseminated across an organization so that employees have access to information they need to work smarter and contribute to organizational goals.

You are coaching a new member of the leadership team. He is reading about exceptional leaders in history and believes that these leaders were born with innate inherited abilities suited for leadership. You tell him that his thinking is most closely aligned with which leadership theory? (Choose the best response.) a. Great Man theory b. Trait theory c. Contingency theory d. Theory Y

b. Trait theory Response B is correct because the trait theory arose from the Great Man theory as a way of identifying the characteristics of successful leaders. Trait theory does not assume that great leaders are only born, but that they are born with inherited traits that are particularly suited for leadership. By discovering and studying these traits, it is believed that others could become great leaders as well.

You are a T&D professional facilitating a meeting with key stakeholders. You open the meeting by saying the following: "Good morning, uh, thanks for coming today. Uh, I am, uh, especially thankful for, uh, your participation in, uh, our discussion today about training methodologies." The speech patterns exhibited in this situation are known as ____________. (Choose the response that best completes the sentence.) a. Articulation b. Vocalized pauses c. Pronunciation d. Overuse of stock expressions

b. Vocalized pauses Response B is correct because vocalized pauses are syllables such as "uh," "um," and "ah" that a speaker uses when hesitating before moving on to the next point. These can be distracting when used too frequently, as in the example, and can convey the impression that the speaker does not know his topic.

Your social style is analytical. You have been asked to establish a team to create new ideas for your first line supervisory class. You are considering asking the two individuals in question 2 and 3 above to be on your team. Should you invite both and why? (Choose the best response.) a. No, you should select team members who are your same social style so that you will appreciate each other's styles and have fewer conflicts. b. Yes, you should invite both of them. c. Invite the driver to help you get the work done, but the expressive will just goof off. d. Invite the expressive to provide creative ideas but not the driver.

b. Yes, you should invite both of them. Response B is correct because the best teams are made up of all styles. The driver will help the team get organized and meet deadlines and the expressive will ensure that the team has many creative ideas. As the analytical you will address the details and insure quality.

The four general types of change strategies are facilitative, informational, attitudinal and ______________. (Choose the option that completes the sentence accurately.) a. economic b. political c. evaluative d. social

b. political Response B is correct because a political change strategy is one of the four general types of change strategies.

Which of the following best describes knowledge mapping? (Choose the best response.) a. A process involving two or more people, departments, and companies working together for the success of the organization's people, processes, and future livelihood b. A process of capturing, organizing, and storing information and experiences of workers and groups in an organization and making them available to others c. A process that identifies the location, ownership, value, and use of information and knowledge d. A process that identifies and closes performance gaps—without measurement, the nature of the gap is unknown and the appropriate solution cannot be selected

c. A process that identifies the location, ownership, value, and use of information and knowledge Response C is correct because knowledge mapping identifies an organization's experts, best communicators, and best practices in an effort to clarify information in an organization.

As a T&D professional you are discussing process thinking and design with a new manager. He wants to examine a key process in his department. You are helping him understand how to ensure this effort will be most successful. He has laid out four items he wants to incorporate. You tell him that he is on the right track and that he should implement all but one. Which one do you tell him to disregard? (Choose the best response.) a. Involve groups of people who are responsible for the process b. Use a flowchart to display the current and future flow of activities c. Ask individual employees to monitor their time on and off the process d. Use metrics to establish performance baseline

c. Ask individual employees to monitor their time on and off the process Response C is correct because although monitoring time using the process may be an interesting metric, it does nothing to understand the process or to improve it.

A training manager is working to deploy a series of PDFs on the Internet so they are readily accessible by employees. Which management system represents the best solution? (Choose the best response.) a. RDBMS b. LCMS c. CMS d. PDF

c. CMS Response C is correct because a CMS can publish content to multiple formats, including HTML (web), print, and PDFs.

Which of the following best describes how the chaos theory relates to organizational change? (Choose the best response.) a. The best way to understand a system and chaos is to break it down into smaller, more manageable chunks and examine one component at a time. b. Chaos is the result of many details in a larger system that cannot be fully understood by examining them apart from the system. c. Chaos is the result of an organizational system resisting change and then reaching a point where change is unavoidable. At this point, change occurs rapidly and can take the system in unexpected directions. d. Chaos is the result of an organizational system that is made up of a limited number of repeated patterns that can be examined to see certain behaviors and qualities begin and appear again and again.

c. Chaos is the result of an organizational system resisting change and then reaching a point where change is unavoidable. At this point, change occurs rapidly and can take the system in unexpected directions. Response C is correct because complex systems such as organizations are stable and thus resist change. As the pressure of change builds up on the system, it eventually gives way, throwing the system into chaotic imbalance.

Process-oriented change is a type of change that includes all of the following EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Technology b. TQM c. Leadership d. Benchmarking

c. Leadership Response C is correct because leadership change falls under the strategic type of change

All of the following are internal factors that contribute to a learning culture in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. A manager is most responsible for employees' growth and development b. Building partnerships and reaching across organizational boundaries c. Competing for scarce resources d. Resolving conflicts and negotiating in favor of a win-win outcome

c. Competing for scarce resources Response C is correct because it is the only internal factor that does not contribute to a learning culture. The other responses are all internal factors that contribute to a learning cultur

Which of the following is NOT a phase in Albrecht's change response cycle? (Choose the best response.) a. Problem b. Threat c. Complacency d. Solution

c. Complacency Response C is correct because complacency is not one of the phases in Albrecht's change response cycle, although it is a resisting force that the change manager needs to deal with. Response A is incorrect because problem is the second phase in the change response cycle; it is characterized by individuals seeing change as a lot of work and problems.

All of the following are examples of ways to capture knowledge in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Recording brainstorming sessions b. Establishing formal problem-solving guidelines and processes c. Conducting performance reviews d. Holding a gathering session for team members from cross-functional groups

c. Conducting performance reviews Response C is correct because a performance review is a confidential conversation between an employee and his or her manager and is not appropriate as a means of capturing knowledge to be shared across an organization.

In building an effective KM system, a training manager begins to construct a web management tool to allow employees access to vital and timely information anywhere they are. He puts video messages from the company president on the site for employees to view at their leisure. Next, he extends the offering by ______________. (Choose the option that completes the sentence accurately.) a. Providing access to the company store for supplies b. Developing a location to track client complaints around service c. Creating a collaboration area for people to meet and discuss ideas with others in the company d. Developing an electronic signature tool to make virtual authorizations possible

c. Creating a collaboration area for people to meet and discuss ideas with others in the company Response C is correct because a key element of KM is the ability to connect with other people around the organization to collaborate and learn from one another. In this example the training manager is designing a place on the site where employees can share ideas and knowledge across the organization.

All of the following are examples of how a change manager can use an informal network EXCEPT to ______________. (Choose the option that completes the sentence accurately.) a. Change the distribution of power in the organization b. Help bring together groups to work as teams or taskforces c. Discuss personnel issues of specific individuals d. Use informal networks in advance of meetings to change the agenda

c. Discuss personnel issues of specific individuals Response C is correct because discussing the personnel issues of a specific individual should not take place within a network, but should be kept confidential.

A T&D professional is concerned that his organization is moving forward with a KM system purchase without articulating the strategy for the system. Lack of alignment with the organization's goals could result in ______________. (Choose the option that completes the sentence accurately.) a. User acceptance b. Optimization of content c. Diseconomies d. Implementation plans

c. Diseconomies

A training manager is trying to retain information from old documents so that project teams have access to the legacy information. Which type of management system best meets this need? (Choose the best response.) a. Content b. Learning c. Document d. Learning content

c. Document Response C is correct because a document management system enables an organization to track and store documents. In this example, the training manager is trying to retain old information which is the true use of a document management system, because it offers check-in, check-out, storage, and retrieval of electronic documents, new or old.

You have been asked to select a supplier for a communication program. As the training manager for your company, you want to select the best supplier based on criteria presented by your internal customers. Which of the following techniques can you use to assist with the supplier selection process by dividing criteria into musts and wants and applying a weighted comparison to determine the best supplier? (Choose the best response.) a. Bloom's taxonomy b. Action learning c. Kepner-Tregoe process d. Six Sigma

c. Kepner-Tregoe process

As an internal coach, you are working with a supervisor who has just been promoted. He seems to be having problems relating with the people who report to him. You have determined that he allows his people to share ideas and make their own decisions, so you do not think his management style is causing a disconnect. What else might you consider? (Choose the best response.) a. IQ and learning style b. Competing priorities and work ethics c. Emotional intelligence and social style d. Motivation and supervisory skills

c. Emotional intelligence and social style Response C is correct because either of these could be causing his inability to relate to his team. Available evidence supports the idea that increasing emotional intelligence produces more effective work groups and greater harmony in the workplace. If he is not aware of social styles, he could be experiencing styles clashes with some of the people who work for him.

Which of the following is NOT an example of best practices for KM in an organization? (Choose the best response.) a. Information chunking b. Measurement c. Explicit knowledge d. Collaboration

c. Explicit knowledge Response C is correct because explicit knowledge is not a best practice; it is a type of knowledge that is captured through documentation.

In the sender-receiver model, which term best describes any mindsets, opinions, or biases that may affect how communication is received? (Choose the best response.) a. Feedback b. Distraction c. Filter d. Inappropriate nonverbal communication

c. Filter Response C is correct because a filter is made up of the mindset, biases, and opinions of both sender and receiver and can distort a message.

A T&D professional is researching leadership models focused on people and the process of leadership where there is a key demarcation between leadership and management. All of the following postindustrial leadership models support this distinction EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Transformational b. Collaborative c. Group d. Servant

c. Group Response C is correct because group theory does not describe a leadership model, and the group approach to leadership is the process by which an individual takes initiative to assist a group to move toward goal achievement in a given situation and, therefore, does not show strong demarcation between leadership and management.

A T&D professional is creating short reference materials containing codified, categorized, reusable content to enable people to quickly find and easily understand the information. What best practice does this activity refer to? (Choose the best response.) a. Personification b. Readability c. Information chunking d. Measurement

c. Information Chunking

A key tenet of postindustrial leadership theory is that ______________. (Choose the option that completes the sentence accurately.) a. Today's organizations thrive on a top-down model of leadership b. Today's organizations thrive by micromanaging the work of employees c. It is everyone's job to learn continually because leadership is demanded at every level of the organization d. The leader is the key person who needs to do all of the learning in the organization is the CEO

c. It is everyone's job to learn continually because leadership is demanded at every level of the organization Response C is correct because all other tenets listed are aligned with industrial leadership models. Postindustrial leadership models recognize a key distinction between leadership and management. These models also recognize the complexity in today's work environment and that it is everyone's role to continually learn.

As the training manager for your organization, you have been asked to implement a major change within the warehouse. The manager has asked you to suggest several approaches. You have researched some of the best and are prepared to offer your suggestions. Which of the following is NOT a wise approach? (Choose the best response.) a. Matching resources with interests and abilities b. Encouraging discussion about the actions needed to reach commitment c. Limiting the number of people involved with identifying actions d. Creating a blueprint for change

c. Limiting the number of people involved with identifying actions Response C is correct because engaging as many people as possible in the identification process ensures quicker adoption of the change initiative.

As the new director of the T&D department in your organization you want to exemplify all of the skills of an excellent leader. Which of the following would we NOT expect of you? (Choose the best response.) a. Ability to influence people and organizations b. Provide direction and strategy for accomplishing goals and objectives c. Manage and direct the work of employees d. Inspire and motivate others to achieve goals

c. Manage and direct the work of employees Response C is correct because leaders who are adept at using personality and skills possess the ability to influence people and organizations, provide direction and strategy for accomplishing goals and objectives, and inspire and motivate others to achieve the goals. Managing and directing the work of employees is the role of a manager, whereas the role of a leader is to inspire, motivate, and set the strategic vision of where the organization needs to go.

All of the following issues surrounding formats and templates for user-generated content are important EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Ease of accessibility b. Ease of use c. Nonstandard design d. Content support

c. Nonstandard design Response C is correct because it is important to have a standardized look and feel for all formats and templates involving user-generated content to ensure consistency.

Your manager is holding a meeting of her staff to discuss ideas that she can use to convince upper management that a change initiative is needed. As the staff discuss ideas, which of the following is likely to be considered as one of the strategies that she can use? (Choose the best response.) a. Establishing performance metrics b. Pain management c. Remedy selling d. Front-end analysis

c. Remedy selling Response C is correct because remedy selling defines the process and explains the solution. It is the process of explaining how the gaps between the company's current state and its desired state will be closed, in what order they will be closed, and by whom. In this process, the change manager presents the need for change in a persuasive and convincing way.

A project manager's focus should be on ______________. (Choose the option that completes) a. Scope, time, cost, quality, and business goals b. Scope, time, cost, quality, and product specifications c. Scope, time, cost, quality, and resource use d. Scope, time, cost, quality, and scope changes

c. Scope, time, cost, quality, and resource use Response C is correct because the job of the project manager is to plan, organize, and manage project tasks based on the elements of time, money, and available resources.

The following are all examples of ways to establish support for KM in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Tying the project to business requirements and opportunities b. Scrutinizing what can and cannot be included as knowledge material c. Selecting the most advanced technology available

c. Selecting the most advanced technology available Response C is correct because it is important to be selective about technology used when starting a KM initiative. The most advanced technology available may not be appropriate for an organization for a number of reasons.

Which of the following is NOT an example of a motivational strategy? (Choose the best response.) a. Making a homemade thank-you card b. Giving an employee more autonomy c. Tapping into an employee's trust network d. Creating symbols of a team's work with a motto or logo

c. Tapping into an employee's trust network Response C is correct because tapping into an employee's trust network is not a way to motivate him or her. Because a trust network is a type of informal network where sensitive information is shared, getting information from it may make the employee uncomfortable.

Which of the following statements describes a disadvantage of flat organizational structures? (Choose the best response.) a. Project and department managers can become involved in power struggles over getting project support and providing that assistance. b. This structure is more complex and, therefore, more expensive to develop and operate than others. c. The interaction among workers is more frequent; thus, this structure depends more on personal relationships between workers and managers. Therefore, the structure can be more time consuming to build than a hierarchical model. d. Struggles often arise due to the dichotomy of employees' alliance to their direct managers versus the project.

c. The interaction among workers is more frequent; thus, this structure depends more on personal relationships between workers and managers. Therefore, the structure can be more time consuming to build than a hierarchical model. Response C is correct because this is the primary disadvantage of a flat organization. All other choices are disadvantages of a matrix organization.

Designing methods for creating the desired state begins by asking the question ______________. (Choose the option that completes the sentence accurately.) a. What is? b. What might be? c. What should be? d. What will be?

c. What should be? Response C is correct because asking what should beframes the desired state in terms of possibilities.

As a T&D professional, you are providing a peer assessment to one of your co-workers in the same role. During the feedback process, she politely asks if it is OK if she answers an urgent email message while you talk. You state that you would prefer that she wait and then describe the potential problem that could result from this behavior. What do you describe to her? (Choose the best response.) a. Lack of vocabulary understanding between the two T&D professionals b. Failure to point out the importance of the message to the listener c. Feelings of defensiveness and rebuttal between the two T&D professionals d. A disruptive setting that challenges both professionals' ability to communicate

d. A disruptive setting that challenges both professionals' ability to communicate Response D is correct because working on emails is disruptive and misdirects the receiver's attention away from the communication that is taking place.

You have been asked to prepare a communication plan to distribute a list of critical issues regarding the change strategy to employees. Your training director has tried to "help" you by providing examples of media that you can use. As you look down the list, one of her suggestions is not a recognized media venue for communication. Which of the items on your director's list is NOT a recognized media format for a communication plan? (Choose the best response.) a. Teleconferences to provide an ongoing road map to managers b. A change survivor's guide to help people through change c. A telephone hotline for the latest breaking news and information d. An experiential learning activity that involves outdoor physical activities

d. An experiential learning activity that involves outdoor physical activities Response D is correct because providing an experiential learning activity that takes place outdoors is not a good way to communicate about change. It may be useful for other things such as team building, but to ensure that everyone affected by the change has clear, unambiguous information about the change, the T&D professional needs an effective means of communication.

Which of the following uses data collection in the form of collecting people's stories of something at its best by structuring questions and information to focus on the positive to initiate organizational change? (Choose the best response.) a. Action research b. Neurolinguistic programming c. Chaos and complexity theories d. Appreciative inquiry theory

d. Appreciative inquiry theory Response D is correct because appreciative inquiry is an approach to large-scale organizational change that involves the analysis of positive and successful (rather than negative or failing) operations, which involves collecting data in the form of people's stories.

Which of the following includes email, computer networks, whiteboards, bulletin board systems, chat rooms, and online presentation tools, which play an important role in the expansion of online learning and in collaborating on projects, sharing information, and communicating? (Choose the best response.) a. CMS b. LCMS c. LSS d. Collaboration tools

d. Collaboration tools Response D is correct because knowledge-sharing products, such as email, computer networks, and whiteboards, help with collecting and exchanging organizational information.

As an internal change consultant, you are working with managers to help them see the benefits to loosening their control and allowing teams to self-organize. Which theory are you using to help facilitate change in this organization? (Choose the best response.) a. Equity theory b. Goal setting theory c. Motivation theory d. Complexity theory

d. Complexity theory Response D is correct because the central premise of complexity theory is that order can emerge from chaos. Having managers create a strong sense of vision in their employees and then allowing them to create courses of action for themselves is one way to implement this theory.

You are a new department head hired to lead change in your department. You have asked a T&D professional to assist you with implementing some of the changes. Given that change is difficult for people in your company, you have decided to implement an appreciative inquiry process that involves as many people as possible in the dream phase. The T&D professional offers several options. Which one do you choose? (Choose the best response.) a. One-on-one interviews with leadership b. Create and deploy a survey to everyone c. Research other companies for best practices d. Conduct an Idea Day Café so participants can discuss their visions, hopes, and ideas for the future

d. Conduct an Idea Day Café so participants can discuss their visions, hopes, and ideas for the future Response D is correct because in the dream phase you will want to host a participative meeting to engage employees, fuel their creativity, and instill a sense of ownership in the solution.

The following are the most common management styles EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Anarchy b. Democracy c. Dictatorship d. Diplomacy

d. Diplomacy Response D is correct because diplomacy is not a management style. It is a way for change managers to work with other people to build alliances and gain access to important resources.

A T&D professional is planning to leverage social media to support learning in an organization. When building the business case, all of the following are examples of how social media can support learning EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Gathering and sharing information and resources from internal and external collaborative networks b. Enabling learners to generate their own learning content either formally or informally c. Leveraging the collective knowledge both internal or external to an organization d. Discussing a topic in a one-on-one conversation with a peer

d. Discussing a topic in a one-on-one conversation with a peer Response D is correct because discussing a topic one-on-one with a peer will not build a business case. In this example the T&D professional wants to leverage social media, which is a set of Internet-based technologies designed to be used by three or more people. Social tools leave a digital path for others to follow. By discussing a topic one-on-one you are not leaving a digital path for others to follow.

An organization is facing a major leadership deficit because approximately 30 percent of the senior managers are expected to retire over the next five years. When looking at potential leaders in the organization, the current senior leaders complain that younger employees do not have the work ethic to be willing to work 12- to 14-hour days and come into the office on weekends. The force of change affecting the organization in this case is ______________. (Choose the option that completes the sentence accurately.) a. Speed of change b. Organizational restructuring c. Global competition d. Diversity in workforce across generations

d. Diversity in workforce across generations Response D is correct because one of the leading forces of change in organizations today is increased diversity in the workforce with regard to gender, age, culture, and race. In this example, diversity across generations is a significant force of change for organizations because the baby boomers, the largest workforce in history, are getting ready to retire and have significantly different values from Generations X and Y, and younger employees.

All of the following are types of social styles EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Amiable b. Analytical c. Driver d. Emotional

d. Emotional Response D is correct because emotional is not one of the four social styles defined by Harvey A. Robbins.

Employees go through stages of readiness before they make a true commitment to change. Which of the following best describes the second stage of readiness? (Choose the best response.) a. Employees recognize the need for change and create a specific, concrete plan. b. Employees participate in needs-analysis observations to identify the knowledge and skills required to support the change initiative. c. Employees deny the need for change. d. Employees see a need to change but only engage in contemplation; they are willing to think about it but put off making a decision.

d. Employees see a need to change but only engage in contemplation; they are willing to think about it but put off making a decision. Response D is correct because the second stage of readiness for change happens after the initial denial of needing to change. Here individuals recognize that change may be necessary, but they are only prepared to talk about it and not do anything about it.

You are a T&D professional. One of the participants in your supervisory class has stayed after the class to talk to you. She has explained that she is having a motivation problem with her people. She goes on to tell you about how she has sponsored a department kickball team, gives prizes for the best decorated door for all holidays, sponsors chili cook-offs, and rewards employees for helping with extra tasks and cross-functional teams. With which topic do you begin? (Choose the best response.) a. Empowered employees want to know their supervisor is taking care of their development and growth. b. Sometimes saving recognition for special occasions is not enough to motivate throughout the year. c. Reward and recognition are different for different cultures. d. Employees want to be recognized for the jobs they do.

d. Employees want to be recognized for the jobs they do. Response D is correct because employees want to be recognized for the jobs they do. While the other three statements are accurate, performance is most important for motivation. The five job characteristics that determine how motivated workers feel about their jobs: skill variety, task identify, task significance, autonomy, and feedback.

The two types of pacing methods for setting milestones are time-based and ______________. (Choose the option that completes the sentence accurately.) a. Action-based b. People-based c. Evaluative-based d. Event-based

d. Event-based Response D is correct because, along with a time-based pacing method, event-based methods are another way to set milestones.

A T&D professional with whom you work is characterized by many on her team as someone who is constantly making work fun. She is enthusiastic and engaged but sometimes finds herself bored and disconnected when faced with repetitive tasks. This T&D professional's personal style can best be described as ______________. (Choose the option that completes the sentence accurately.) a. Amiable b. Analytical c. Driver d. Expressive

d. Expressive Response D is correct because an expressive person tends to look for a good time; is enthusiastic, creative, and intuitive; and has little patience for details.

A T&D professional has cleared the first hurdle in implementing social media. Senior management has signed off on the project and funded her work on the initiative with the IT department. The next hurdle is influencing others and building comfort with social media. She should consider all of the following strategies EXCEPT ______________. (Choose the option that completes the sentence accurately.) a. Finding opportunities to leverage social media to solve a business problem and framing social media benefits for users b. Fostering trust c. Demonstrating cost-effectiveness d. Focusing on younger workers who are likely to be enthusiastic users of social media

d. Focusing on younger workers who are likely to be enthusiastic users of social media Response D is correct because focusing communications solely on younger workers will not influence the entire organization.

Which best describes a central or distributed environment in which an organization captures and stores data? a. Database management system b. Knowledge networking c. CoP d. Knowledge base

d. Knowledge base Response D is correct because a knowledge base houses knowledge that has been gathered from people in the organization; frequently it includes tacit knowledge that has been made explicit through documentation.

You have just been hired as a T&D professional by the training department of a cleaning supply manufacturer and are still in the onboarding process. You are observing a LEAN team meeting in which team members are discussing their project. One of the team members turns to you and asks, "How much do you know about the LEAN concept?" You quickly search your brain for some of the facts that you learned while studying for your CPLP and miraculously come up with a response. What do you say? (Choose the best response.) a. LEAN requires taking a systemic view of an organization and examining how people, structures, and processes influence one another within the whole. b. LEAN studies the behavior of dynamic systems that are highly sensitive to initial conditions. c. LEAN is a high-performing, data-driven approach to analyzing and solving root causes of manufacturing processes. d. LEAN uses metrics and enabling practices to simplify work, make it easy to understand, accomplish it on time, and manage the flow with efficiency.

d. LEAN uses metrics and enabling practices to simplify work, make it easy to understand, accomplish it on time, and manage the flow with efficiency. Response D is correct because these are the keys to a LEAN process. These three are the basis LEAN that started in manufacturing.

A trainer is looking at several KM best practices. Which of the following is NOT considered a best practice in KM? (Choose the best response.) a. Collaboration b. Personification c. Readability d. Managing

d. Managing Response D is correct because managing is not a best practice in KM. It is a behavior that is applicable to many areas of an organization.

You are an external consultant who has been hired by one of the earlier technology companies to work with senior leaders to drive change throughout the organization. At one time this company held the top spot in technology. As they continue to lose market share, they realize they need to identify what is preventing them from accomplishing their business goals. You suggest they begin by examining several forces of change on organizations. You recommend three areas. Which do you NOT recommend? (Choose the best response.) a. Global competition and globalization b. Information overload of knowledge workers c. Lack of leadership training d. Need for telework and other flexible options for employees

d. Need for telework and other flexible options for employees Response D is correct because the other three are forces of change on organizations that must be addressed in order to continue to reach corporate goals. There are many others besides these three.

You are an external consultant. A large department store chain has brought you in to help implement a change. It seems the chain hired a CEO from Silicon Valley a year ago to breathe new life into the store. Unfortunately the customer base was aging baby boomers who did not purchase the new merchandise and were dismayed with the store changes. Profits plummeted and Wall Street did not react kindly to the changes. Now the chain has asked its former CEO, who was well liked and led the company through steady growth years, to come back and straighten things out. You are meeting with the CEO and discussing possible overarching strategies. With which type of change strategy do you recommend he start? (Choose the best response.) a. Facilitative b. Informational c. Attitudinal d. Political

d. Political Response D is correct. The former CEO is well liked, so can use his influence to tap into resources that will be needed to make fast changes. You would be remiss, however, if you did not also recommend that once the initial change effort was started it will be necessary to use another approach to ensure an in-depth impact that lasts long-term. This would probably mean an attitudinal (or informational) strategy.

Which of the following is defined as a data-driven approach to analyzing and solving root causes of business problems to help organizations formulate and integrate business strategies and missions and to deal with constantly changing and increasingly complex requirements? (Choose the best response.) a. Storytelling b. Action research c. Kepner-Tregoe process d. Six Sigma

d. Six Sigma Response D is correct because Six Sigma is a highly statistical quality improvement technique that ties business outputs directly to marketplace requirements.

Because all organizations are composed of systems that interact with each other, which of the following tools focuses on the main components of any system including people, products or services, and processes? (Choose the best response.) a. Six Sigma DMAIC methodology b. Evaluation models c. Flowchart diagramming d. Six Sigma IPO model

d. Six Sigma IPO model Response D is correct because process thinking is the linchpin of Six Sigma, making processes another focus of the Six Sigma methodology. The IPO model depicts the input, the process or action taken on the input, and the outcome or result of the action.

Which of the following is NOT a barrier to communication? (Choose the best response.) a. Rate of speech b. Speech difficulties c. Physically uncomfortable environment d. Written communication

d. Written communication Response D is correct because written communication is a communication medium, not a barrier.