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Exam 15: Organizational Change

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Question 41

Multiple Choice

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Senior executives at a large retail organization want employees to become more customer-friendly. Employees think they are serving customers well enough and the company is the dominant player in the market. What should the executives do in this situation?

A) Keep pushing employees to change even though they don't see the need to change.
B) Find information in the external environment indicating that the company's dominant position will be threatened unless they become more customer-friendly.
C) Stop trying to convince employees that they should change.
D) Threaten to fire employees who do not become more customer-friendly.
E) Do none of these things.

F) A) and E)
G) C) and D)

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Question 42

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By creating a sense of urgency for change, change agents are motivating employees to change towards the new conditions.

A) True
B) False

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Question 43

Multiple Choice

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What value do future search conferences have in the context of organizational change?

Some organizational change practices run the risk of violating individual privacy rights.

Which of the following strategies for minimizing resistance to change should be used when all other strategies are ineffective?

One of the concerns with future search meetings is that they generate high expectations about an ideal future state that are difficult to satisfy in practice.

Future search conferences are meetings among a small task force of senior executives who have been given the mandate to look for a change agent on a particular corporate strategy.

Which of the following is a problem identified in your text regarding the use of social networks to support the organizational change process?

Employee resistance to change most often takes the form of overt work behaviours.

A minimalist communication strategy should always be used to facilitate organizational change, because it minimizes the potential for misunderstandings.

To reduce the restraining forces, which of the following should be applied in the most logical order presented?

Diffusion of change is more likely to occur when employees are confused about their roles.

Describe the stages of appreciative inquiry and explain how it differs from traditional organizational change interventions.

Which approach to organizational change explicitly embraces the dual philosophy that change is both applied change and theory testing?

Increasing the restraining forces and reducing or removing the driving forces would:

Decreasing the driving forces and increasing the restraining forces:

Until recently, employees at a regional building of a large telephone company were throwing out nearly two tons of rubbish every day. To reduce the amount of waste at the 12-storey building, a special task force was set up consisting of respected employees representing most areas within the building. The task force reviewed practices in other organizations and developed action plans to implement the changes. Employees received weekly information via email during the two months before the program started about what changes they should expect. Employees attended special sessions that showed them how to reduce paper waste by using both sides of paper, using scrap paper as memo pads, reusing office envelopes and relying more on email and voice mail than written memos. A special telephone hotline was set up so that employees could get answers to questions about recycling and ease their concerns about the change. The program also created barriers to wasteful behaviour. Paper towels were replaced with electric hand dryers in the washrooms. Styrofoam cups were replaced with reusable mugs at each employee's desk. Wastepaper baskets in each cubicle were removed. In their place, employees were given tiny reusable bags to carry non-recyclables to specially marked trash cans located elsewhere in the building. The task force monitored waste every week and displayed the results on a large graph in the building entrance. What strategies did this company use to minimize resistance to change?

In organizational change, unfreezing may occur by:

The textbook describes several strategies to initiate change. Which two of these strategies should be applied when every other strategy has failed?

Discovery, dreaming, and delivering are the first three stages of appreciative inquiry.