Chapter 13 Leading Change

Question 1

______ stated, “there is nothing more difficult to take in hand, more perilous to conduct, or more uncertain in its success, than to take the lead in the introduction of a new order of things. (Page 227)

Answer 1

Niccolo Machiavelli

Question 2

The faster a change takes place, the: (Page 229)

Answer 2

greater the stress on the people involved.

Question 3

The bigger the change, the: (Page 229)

Answer 3

more stress and resistance it will generate

Question 4

Sometimes ________ will mandate a change in response to a crisis without realizing the effect it will have on the employees who implement it. (Page 229)

Answer 4

senior management

Question 5

In their book, The Change Cycle: How People can Survive and Thrive in Organizational Change, _________ describes six stages that people move through in responding to change. (Page 232)

Answer 5

Ann Salerno and Lillie Brock

Question 6

What are the six stages that people go through when responding to change? (Page 232)

Answer 6

1. Loss
2. Doubt
3. Discomfort
4. Discovery
5. Understanding
6. Integration

Question 7

In this stage, people feel Anxiety, Confused, Unproductive. (Page 232)

Answer 7

Stage 3 Discomfort

Question 8

In this stage, people are in fear, cautious, or paralyzed. (Page 232)

Answer 8

Stage 1 Loss

Question 9

In this stage, people feel resentment, skeptical or resistant. (Page 232)

Answer 9

Stage 2 Doubt

Question 10

In this stage, people are Anticipating, Resourceful or Energized. (Page 232)

Answer 10

Stage 4 Discovery

Question 11

In this stage, people are Satisfied, Focused, or Generous (Page 232)

Answer 11

Stage 6 Integration

Question 12

In this stage, people feel Confident, Pragmatic, or Productive. (Page 232)

Answer 12

Stage 5 Understanding

Question 13

As a supervisor, you can lead your employees through difficult change efforts by confronting the challenges of stages: (Page 233)

Answer 13

Stage 1 Loss
Stage 2 Doubt
Stage 3 Discomfort

Question 14

As you introduce the need for change to your work unit, you want your employees to develop a _______ to change rather than feel forced into compliance with your demands. (Page 234)

Answer 14

commitment

Question 15

_____ means that employees feel they have to make a change and truly support it. (Page 234)

Answer 15

Compliance

Question 16

Changes that grow out of _______ last longer and work better. (Page 234)

Answer 16

Commitment

Question 17

You can build commitment among your team members with three steps of change leadership, which are? (Page 234)

Answer 17

1. Promote Why
2. Promote How
3. Maintain Momentum

Question 18

Most opposition to change stems from _________? (Page 234)

Answer 18

negative emotions like fear

Question 19

A logical change to improve productivity must overcome the _______ and ______ of those resisting it. (Page 234)

Answer 19

psychological blocks and emotional objections

Question 20

_____ are excellent tools for helping people get the hang of learning something new. (Page 238)

Answer 20

Job Aids

Question 21

Opposition to change is fueled more by _____ than fact; therefore, you must look for ways to continue feeding positive emotions while your promote the ____. (Page 240)

Answer 21

emotions/how

Question 22

If a successful change isn’t reinforced ______ after it has been implemented, there is a good change it wont be sustained. (Page 241)

Answer 22

Continuously

Question 23

The key to sustaining a change is to ______ the people involved to want to keep at it. (Page 241)

Answer 23

Motivate

Question 24

____ dictates that you not only celebrate the positive but also correct the negative. (Page 242)

Answer 24

Fairness