Chapter 6 Flashcards
(46 cards)
1
Q
Advocates
A
TO BE ANSWERED…
2
Q
Assess
A
TO BE ANSWERED…
3
Q
Avoid surprises
A
TO BE ANSWERED…
4
Q
Be constructive
A
TO BE ANSWERED…
5
Q
Courtship strategies
A
TO BE ANSWERED…
6
Q
Create a positive environment
A
TO BE ANSWERED…
7
Q
Emotional transition process
A
TO BE ANSWERED…
8
Q
Expect
A
TO BE ANSWERED…
9
Q
Facilitating change
A
TO BE ANSWERED…
10
Q
Fear
A
TO BE ANSWERED…
11
Q
Hearts-and-minds approach
A
TO BE ANSWERED…
12
Q
Hostile environment
A
TO BE ANSWERED…
13
Q
Incorporate the change
A
TO BE ANSWERED…
14
Q
Involve potential resisters
A
TO BE ANSWERED…
15
Q
Loss of control
A
TO BE ANSWERED…
16
Q
Mentor
A
TO BE ANSWERED…
17
Q
Model
A
TO BE ANSWERED…
18
Q
Monitor
A
TO BE ANSWERED…
19
Q
More work
A
TO BE ANSWERED…
20
Q
Move slowly at first
A
TO BE ANSWERED…
21
Q
Organizational culture
A
TO BE ANSWERED…
22
Q
Orient
A
TO BE ANSWERED…
23
Q
Plan
A
TO BE ANSWERED…
24
Q
Quality culture
A
TO BE ANSWERED…
25
Quid pro quo
TO BE ANSWERED...
26
Reinforce and maintain quality
TO BE ANSWERED...
27
Resisters
TO BE ANSWERED...
28
Respond quickly and positively
TO BE ANSWERED...
29
Start small and be flexible
TO BE ANSWERED...
30
Support
TO BE ANSWERED...
31
Treat people with dignity and respect
TO BE ANSWERED...
32
Uncertainty
TO BE ANSWERED...
33
Understand
TO BE ANSWERED...
34
Who-what-when-where-how model
TO BE ANSWERED...
35
Work with established leaders
TO BE ANSWERED...
36
Define the expression Quality Culture
TO BE ANSWERED...
37
Explain why the implementation of total quality requires cultural change.
TO BE ANSWERED...
38
List and describe the steps involved in laying the foundation for a quality culture.
TO BE ANSWERED...
39
What are the characteristics shared by companies that have a quality culture?
TO BE ANSWERED...
40
Why is change so difficult for people?
TO BE ANSWERED...
41
Describe the paradigm that should be adopted by advocates of change.
TO BE ANSWERED...
42
Explain four reasons why people resist change.
TO BE ANSWERED...
43
List and describe the strategies that can be used to overcome resistance to change.
TO BE ANSWERED...
44
What strategies would you use to establish a quality culture in organizations?
TO BE ANSWERED...
45
Explain which strategy is more important (either establishing a quality culture or overcoming resistance to change), and why.
TO BE ANSWERED...
46
Why is it sometimes necessary to change leaders to ensure cultural change?
TO BE ANSWERED...
