Chapter 4

Question 1

Internal change

Answer 1

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

Willingness to change

Knowledge & confidence

Stages of Consistency

Question 2

The kubler-ross change curve

Answer 2

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

Question 3

Four pillars of change

Answer 3

Preparation
Support
Communication
Managing expectations

Question 4

Seven accountabilities and responsibilities of an organization during the change

Answer 4

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

Question 5

Where should change managers focus their efforts?

Answer 5

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.