exam p Flashcards

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1
Q

What are the 8 Internal Barriers to Change?

A
Fear
Trust
Control
Motivation
Insecurity
Learned Helplessness
Apathy
Change Fatigue
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2
Q

What are the 5 Reasons for Change?

A
Burning Platform
Continuous Improvement
Facilitate Growth
Scaling Back Operations
Mergers and Acquisitions
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3
Q

What is the Pareto Principle?

A

The Pareto Principle states that 80% of the effects come from 20% of the causes.

In change management this means that 80% of the resistance to a change comes from
20% of the people involved in the change.

Out of the 20% of the people causing the 80% of the resistance, 80% only needs more
information to overcome their resistance. This means that only 4% of the people (20% out
of 20%) has real resistance to change

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4
Q

What are the 5 External Barriers to Change?

A
Change Complexity 
Lack of Clear Vision 
Lack of Clear Direction 
Mismanaged Expectations 
Lack of Capability and Capacity
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5
Q

What are the 3 Components of Attitude?

A

Affective
Behavioral
Cognitive

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6
Q

What are the nine pitfalls of change messaging?

A
Semantics 
Ambiguous statements 
Built in assumptions
Directive 
Implicit cases 
Negation 
Scope of action 
Time reference ambiguity
Messaging mediums
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7
Q

5 Change management goals

A
Understanding
Engagement
Collaboration
Acceptance
Adoption
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8
Q

What are the Five Levels of Intimacy?

A
Safe Communication
Others' Opinions and Beliefs 
My Opinions and Beliefs 
My Feelings and Experiences 
My Needs, Emotions, and Desires
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9
Q

What are the four steps of the active listening method?

A

Listen
Paraphrase
Clarify
Respond

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10
Q

What are the seven accountabilities and responsibilities of an organization during change?

A

communicate proposed changes and rationale
to set and manage expectations
to engage people throughout the process
to provide opportunities for knowledge transfer and building individual confidence
to provide ongoing support to those impacted
to provide positive reinforcement and a reliable governance structure
demonstrate the effectiveness of the change efforts

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11
Q

Name the 5 waves of trust

A
Societal
Market
Organizational
Relationship
Self
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12
Q

Name the four Key Relationships used to understand the business is not in line with reality
for this company?

A

Relationship to Customers & Clients
Relationship to Partners & Vendors
Relationship to Competition
Relationship to Industry

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13
Q

What are the four things about teams to consider when selecting and working with stakeholders?

A

Team Structure
Team Culture and Dynamics
Team Demographics
Team Function, Roles, and Responsibilities

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14
Q

To build trust you can use

A
Techniques that can build trust include:
Upfront communication
Clear direction
Creation of a strong vision statement
Roadmapping
Kaizen events
Determining a solid communication architecture
Hosting hackathons and skunk works
Quick wins
Mentoring and training sessions
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15
Q

Name 5 Change Considerations

A
Culture
Capacity & Capability
Organizational Structure
Roles & Responsibilities
Level of intimacy
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16
Q

Name three types of attitude

A

Positive
Negative
Neutral