Ch 4. Leading Change

Question 1

To stay competitive, businesses must _____ to meet customer’s expectations. (45)

Answer 1

constantly change

Question 2

For public service agencies, change is driven by _____. (46)

Answer 2

the need to improve service

Question 3

Some members may be resistant to change, so leaders must ____. (46)

Answer 3

educate members and convey the importance of change.

Question 4

Leaders must be ____ and ____. (46)

Answer 4

patient and persistent

Question 5

[Leaders] must communicate the ____ that justifies the change to the organization’s members, the public, and government officials through words and actions. (46)

Answer 5

vision

Question 6

Permanent change does not occur until _____. (46)

Answer 6

most of the organization’s members believe in the new vision.

Question 7

The first time a leader institutes a new change, it may help to start with an issue that is ____. (46)

Answer 7

meaningful but will not solicit strong opposition.

Question 8

Although changes can be implemented by issuing a new SOP or order, to be completely successful at making the change last in the future, change needs to be applied using _____. (46)

Answer 8

a plan

Question 9

7 steps to help a leader create change: (46)

Answer 9

1) Identify the need for change and create a sense of urgency
2) Create a guiding coalition
3) develop a vision
4) Communicate the vision
5) overcome barriers and resistance
6) create short-term wins
7) Institutionalize change

Question 10

To identify the need for change, the leader should perform or make arrangements for a group to perform a ____. (46)

Answer 10

policy analysis

Question 11

The results fo the policy analysis __3__. (46)

Answer 11

1) identify the problem and need for change
2) assess the urgency
3) recommend potential solutions

Question 12

The leader must be able to convince _____ of the members that this is a good idea before formally starting the change process. (46)

Answer 12

10-15%

Question 13

_____ tends to magnify the doubts of members about potential sacrifice. (47)

Answer 13

Fear of the unknown

Question 14

In a paramilitary organization it is always possible to force change by issuing a new SOP, but if the SOP is not based on _____, then the change may only be temporary until the next administration takes charge. (47)

Answer 14

some credible justification supported by a guiding coalition

Question 15

Avoid falling into this trap of blind loyalty; make sure __2__. (47)

Answer 15

1) the justification is based on facts

2) the core members’ support is real

Question 16

Waiting for a ____ to initiate change is an unpredictable leadership strategy. (47)

Answer 16

tragic incident

Question 17

Members, elected officials, and the public need to be convinced that change is necessary to ____. (48)

Answer 17

solve a problem or improve service

Question 18

A strong coalition with the right __3__ is one key to successful change. (48)

Answer 18

1) composition
2) level of trust
3) shared vision

Question 19

The ____ has the responsibility to recommend implementation of a particular change and should progress towards that goal. (48)

Answer 19

Coalition

Question 20

One technique that can be successful in identifying committee members is to ____. (48)

Answer 20

implement a pilot program and ask for volunteers

Question 21

_____ events and exercises may be useful for creating a unified sense of purpose. (49)

Answer 21

team-building

Question 22

All members of a guiding coalition must be ____ for real teamwork to be possible. (49)

Answer 22

committed to achieving the same goal

Question 23

Creating a new tradition that ___ and ___ helps facilitates future changes. (49)

Answer 23

expects and looks forward to change

Question 24

____ plays a key role in change by helping to direct, align, and inspire the actions of large numbers of people. It is like a goal. (49)

Answer 24

Vision

Question 25

A good leader has a clear vision of _____. (49)

Answer 25

where they want to take the organization in the future

Question 26

In most cases, ____ is the source of the change proposal. (49)

Answer 26

the leader

Question 27

It is important that the vision is _____ and can be achieved using the organization's available or potential human and material (equipment) resources. (49)

Answer 27

realistic

Question 28

The leader must have confidence in and have the courage to stand by their ____, even if it goes against tradition or has the potential to disrupt personal or professional relationships. (49)

Answer 28

vision

Question 29

To achieve organizational goals, a leader must be able to communicate their _____ to the members of the organization. It should be clear and concise to make this possible. (49)

Answer 29

vision

Question 30

Before attempting to communicate your vision to others, you may wish to write it down and ____. (49)

Answer 30

have a person outside the field of fire or EMS review it.

Question 31

Explaining your vision should take no more than ____ minutes. _____ may be a useful way to help others understand. (49)

Answer 31

5-10; analogies

Question 32

Written and verbal communication can be helpful to communicate one's vision. use ____ and ____ to communicate the desired message. (49)

Answer 32

repetition and various media

Question 33

Another effective technique of communicating the vision is leadership by ____. (49)

Answer 33

example

Question 34

Once committed to a change vision, the leader must ____. (49)

Answer 34

monitor every detail for signs or behaviors that are contrary to the new way of doing things

Question 35

The _____ can kill the proposed change. (49)

Answer 35

details

Question 36

For a change program to work, it must have ____ and ___. (49)

Answer 36

a high level of credibility and support from a substantial number of members, the public, and elected officials

Question 37

Creating ____ is another effective method to communicate a vision. They are often a response to real and perceived safety issues and the need for higher quality service including consistency. (50)

Answer 37

SOPs

Question 38

Relevant ____ and ____ should be referenced in written communication to relate the urgency for change. (50)

Answer 38

government rules and standards

Question 39

Before instituting a change, a leader should develop a list of potential ____ and devise possible solutions for overcoming them. (50)

Answer 39

barriers

Question 40

The most important step of overcoming barriers is ____. (50)

Answer 40

to identify them

Question 41

____ may prove to be an excellent resource for identifying problems and developing possible solutions. (50)

Answer 41

the guiding coalition

Question 42

If a barrier is ____, generally its effect on emergency service becomes apparent. (50)

Answer 42

clearly defined

Question 43

After the barrier is identified, ____ becomes the paramount task. (50)

Answer 43

convincing everyone that it is really an impediment to quality emergency service

Question 44

____ is always the hardest part of any change process. (50)

Answer 44

Identifying the problem

Question 45

Citing the experience of ____ can be very helpful in selling a proposed solution. (50)

Answer 45

another department

Question 46

One type of barrier that the fire and emergency services organization may encounter is that of ____. Some of these barriers are ____ of how things are done in a major central city; The city's procedures become normal throughout the surrounding suburbs even though times change. (50)

Answer 46

structure; legacies

Question 47

Another barrier that occurs in fire and emergency services organizations relates to _____ who oppose change. (51)

Answer 47

supervisors

Question 48

Supervisors to a large degree are a product of their ____. (51)

Answer 48

experiences

Question 49

For powerful organizations, ____ may take care of some concerns or at least temper resistance. (51)

Answer 49

placing representatives on the guiding coalition

Question 50

Implementing significant change takes ____ and ____. (51)

Answer 50

time and patience

Question 51

____ can cause a fear of losing some existing benefit or privilege. (51)

Answer 51

Change

Question 52

The ____ a person has, the stronger may be the opposition. (51)

Answer 52

longer tenure

Question 53

Resistance may be associated with a ____ and, therefore, may be near impossible to change. (51)

Answer 53

personality trait

Question 54

The final stage of the disciplinary process is ____. (52)

Answer 54

separation from the organization

Question 55

Be sure that you do not rely on voluntary compliance or institute rules that are not enforced; this ____. (52)

Answer 55

invites failure

Question 56

Although the leader should primarily aim for ____, disciplinary enforcement may be necessary to ensure compliance. (52)

Answer 56

voluntary compliance

Question 57

Think through your plan and consult with the organization's attorney before implementing ____. (52)

Answer 57

a disciplinary action

Question 58

While working toward long-term goals, a leader should have ____ to periodically monitor progress. (52)

Answer 58

intermediate checkpoints

Question 59

These short-term goals are necessary to ____ for a long-term project. (52)

Answer 59

carry the momentum and urgency

Question 60

Short-term wins are also very effective at keeping the ____ at a high level. (52)

Answer 60

urgency

Question 61

Short-term goals should have the following 3 characteristics: (52)

Answer 61

1) visibility to the entire organization 2) clear and unambiguous outcomes 3) outcomes that are a direct consequence of the change

Question 62

For a change to become permanent, the ____ must change. (53)

Answer 62

underlying culture of the organization

Question 63

By listening to members and practicing ____, a leader can identify problems and make appropriate corrections. (53)

Answer 63

management by walking around

Question 64

_____ is the final step in institutionalizing a change. (53)

Answer 64

cultural change

Question 65

A future leader must be careful to seek out those who are ____ for support. (54)

Answer 65

open to change

Question 66

In many cases the most effective place for leading change is ____. (54)

Answer 66

at the top

Question 67

5 actions the leader can take to lead change: (54)

Answer 67

1) take risks 2) self-reflect 3) solicit the opinions of others 4) listen carefully to others 5) be open to new ideas

Question 68

The more ____ you have, the easier it is to find suggestions and ideas to overcome opposition. (54)

Answer 68

knowledge

Question 69

____ is the only avenue to creating a truly competent professional fire and emergency services organization.

Answer 69

progressive change

Question 70

The [change] process begins only after ____. (54)

Answer 70

the problem has been identified