Chapter 10 Change Managment Flashcards
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.)
Complexity
Chaos
The butterfly effect
The whole is more than the parts
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.
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.)
Complexity
Chaos
The butterfly effect
The whole is more than the parts
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.
Which of the following best describes how the chaos theory relates to organizational change? (Choose the best response.)
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
Chaos is the result of many details in a larger system that cannot be fully understood by examining them apart from the system
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
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
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.
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.)
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
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
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
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
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.
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.)
Chaos theory
Six Sigma
Systems thinking
Organizational change theory
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.
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.)
Chaos and complexity theories
Motivation
Appreciative inquiry
Action research
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.
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.)
Equity theory
Goal setting theory
Motivation theory
Complexity theory
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.
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.)
Storytelling
Action research
Kepner-Tregoe process
Six Sigma
Six Sigma
Response D is correct because Six Sigma is a highly statistical quality improvement technique that ties business outputs directly to marketplace requirements.
The LEAN principle defines the value stream as ______________. (Choose the option that completes the sentence accurately.)
The value of a product or service from the customer’s perspective
All the activities across every department involved in delivering the product or service
Waste
Customer “pull” on a product or service
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.
In action research theory what is necessary for success? (Choose the best response.)
Synthesis, application, and comprehension
Ideas, information, and
Collaboration, data, and commitment
Management involvement
Collaboration, data, and commitment
Response C is correct because collaboration of employees and facilitator (researchers), rich data, and commitment to give decision power to the people are critical for success.
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.)
Bloom’s taxonomy
Action learning
Kepner-Tregoe process
Six Sigma
Kepner-Tregoe process
Response C is correct because the Kepner-Tregoe process is a practical, straightforward decision-making process that divides criteria into musts and wants, thereby allowing the TD professional to select suppliers based on a weighted comparison of criteria.
You have just been hired as a TD 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.)
LEAN requires taking a systemic view of an organization and examining how people, structures, and processes influence one another within the whole.
LEAN studies the behavior of dynamic systems that are highly sensitive to initial conditions.
LEAN is a high-performing, data-driven approach to analyzing and solving root causes of manufacturing processes.
LEAN uses metrics and enabling practices to simplify work, make it easy to understand, accomplish it on time, and manage the flow with efficiency.
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.
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.)
Action research
Test and evaluation programming
Chaos and complexity theories
Appreciative inquiry theory
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.
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.)
Topic
Discover
Dream
Design
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.
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.)
Discover
Dream
Design
Destiny
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.
One important concept to keep in mind while engaging in positive dialogue is ______________. (Choose the option that completes the sentence accurately.)
Framing the topic around the problem
Choosing the right tone
Displaying a lack of curiosity
Refraining from sharing stories
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.
Designing methods for creating the desired state begins by asking the question ______________. (Choose the option that completes the sentence accurately.)
What is?
What might be?
What should be?
What will be?
What should be?
Response C is correct because asking what should reframes the desired state in terms of possibilities.
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.)
Matching resources with interests and abilities
Encouraging discussion about the actions needed to reach commitment
Limiting the number of people involved with identifying actions
Creating a blueprint for change
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.
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.)
Who are your customers and what do they say when they are praising your department?
Can you tell me what problems or issues need solving?
What are this department’s strengths and capabilities?
What does this department do best when serving its internal customers?
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.
You are a new department head hired to lead change in your department. You have asked a TD 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 TD professional offers several options. Which one do you choose? (Choose the best response.)
One-on-one interviews with leadership
Create and deploy a survey to everyone
Research other companies for best practices
Conduct an Idea Day Café so participants can discuss their visions, hopes, and ideas for the future
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.
Which of the following statements describes a disadvantage of flat organizational structures? (Choose the best response.)
Project and department managers can become involved in power struggles over getting project support and providing that assistance.
This structure is more complex and, therefore, more expensive to develop and operate than others.
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.
Struggles often arise due to the dichotomy of employees’ alliance to their direct managers versus the project.
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.
A key tenet of postindustrial leadership theory is that ______________. (Choose the option that completes the sentence accurately.)
Today’s organizations thrive on a top-down model of leadership
Today’s organizations thrive by micromanaging the work of employees
It is everyone’s job to learn continually because leadership is demanded at every level of the organization
The leader is the key person who needs to do all of the learning in the organization
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.
In industrial leadership models, leadership was congruent with which of the following? (Choose the best response.)
Hierarchies and bureaucracies with one leader at the top
Collaborative and continuous learning of leaders and all employees
Leveraging the dynamics of people working together to build trust and make transformational change
Servant leadership where the leader serves the followers
Hierarchies and bureaucracies with one leader at the top
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.
A TD 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.)
Transformational
Collaborative
Group
Servant
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 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.)
Directive
Achievement-oriented
Participative
Supportive
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.
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.)
Speed of change
Organizational restructuring
Global competition
Diversity in workforce across generations
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 internal factors that contribute to a learning culture in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.)
A manager is most responsible for employees’ growth and development
Building partnerships and reaching across organizational boundaries
Competing for scarce resources
Resolving conflicts and negotiating in favor of a win-win outcome
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 culture.
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.)
Hierarchical
Matrix
Flat
Self-directed
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.
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.)
Tribal
Hierarchical
Fishnet
Matrix
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.
Which of the following techniques is most important in affecting cultural change in an organization? (Choose the best response.)
Training employees to convey and develop skills related to desired values and beliefs
Modeling and supporting desired values and beliefs at organizational gatherings
Conducting frequent focus groups to gather feedback on values initiatives
Using slogans to symbolize and market the desired values and beliefs
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.
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.)
Theory X
Theory Y
Expectancy
Equity
Theory X
Response A 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.
As the new director of the TD 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.)
Ability to influence people and organizations
Provide direction and strategy for accomplishing goals and objectives
Manage and direct the work of employees
Inspire and motivate others to achieve goals
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.
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.)
Applying leadership skills to influence others (followers) to accomplish an objective
Applying managerial skills by directing
Changing the organizational structure from hierarchical to matrix
Transforming the organization from industrial to postindustrial
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.
