Chapter 15 (491-498, 502-513)

Question 1

organizational culture

Answer 1

a system of shared values, norms, and assumptions that guide attitudes and behaviors

Question 2

artifacts

Answer 2

the physical part of the organization including open offices, awards, ceremonies, etc.

Question 3

espoused values and norms

Answer 3

the preferred values and norms stated by the organization

Question 4

enacted values and norms

Answer 4

ones that employees exhibit through observing what goes on in the organization

Question 5

assumptions

Answer 5

the values that have been so taken for granted over time that they become the core of the culture

Question 6

why is culture important?

Answer 6

creates a competitive advantage

coordinates employee behavior

Question 7

how do leaders influence culture

Answer 7

develop a clear mission
selecting employees who will facilitate the culture
be a role-model
communicate everything clearly
continue to express culture

Question 8

active conflict culture

Answer 8

resolve conflict openly

Question 9

passive conflict culture

Answer 9

avoid addressing conflict

Question 10

agreeable conflict culture

Answer 10

resolve conflict in an appropriate matter

Question 11

disagreeable conflict culture

Answer 11

resolve conflict competitively

Question 12

how can we use intranets to maintain culture

Answer 12

to build a common cultural foundation to unify employees in different locations

Question 13

how many months do Dun and Bradstreet think employees should be in an office before working remotely?

Answer 13

3

Question 14

incremental change

Answer 14

linear, continuous change used to fix problems or change procedures

Question 15

transformative change

Answer 15

radical change that is both multidimensional and multilevel

discontinuous shifts in thinking

Question 16

what factors call for change in an organization?

Answer 16

competition
globalization
consumer demand

Question 17

Lewin’s model for change (4 phases)

Answer 17

diagnosis
unfreezing
movement
freezing

Question 18

phase 1: diagnosis

Answer 18

diagnosing the problem

Question 19

phase 2: unfreezing

Answer 19

creates disequilibrium between driving and restraining forces to prepare people for change

Question 20

phase 3: movement

Answer 20

implementation of the change

Question 21

phase 4: refreezing

Answer 21

institutionalization of the change into everyday life

Question 22

Kotter’s change phases

Answer 22

establish a sense of urgency
create a coalition
develop a clear vision
share the vision
empower people
secure short-term success
build on the change
anchor the change

Question 23

appreciative inquiry

Answer 23

build organizations around what works rather than fixing what doesn’t work

Question 24

barriers to change

Answer 24

habits
power and influence
misunderstanding
tolerance for ambiguity

Question 25

overcome resistance to change

Answer 25

communication
participation
negotiation
incentives

Question 26

pilot project

Answer 26

small version of organizational change to test the proposed change

Question 27

learning organization

Answer 27

an organization that facilitates learning of all of its members and continually transforms itself

Question 28

after-action review

Answer 28

professional discussion and evaluation of an event