Chapter 4 Flashcards

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1
Q

Internal change

A

Acknowledge & accept the change (this is where the Kubler-ross change curve is )

Willingness to change

Knowledge & confidence

Stages of Consistency

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2
Q

The kubler-ross change curve

A

goes from denial then anger down to bargaining to depression, and finally, acceptance.

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3
Q

Four pillars of change

A

Preparation
Support
Communication
Managing expectations

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4
Q

Seven accountabilities and responsibilities of an organization during the change

A

Communication proposed changes and rationale

Setting and managing expectations

Engage people in change

Provide opportunities for knowledge transfer and building confidence

Provide ongoing support

Provide positive reinforcement and governance

Demonstrate the effectiveness of the change efforts

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5
Q

Where should change managers focus their efforts?

A

In the areas of encouragement, backing, and assistance to change.

Change managers must listen and encourage people to share their concerns, address them and help them find success.

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