D6 CHIA Study Guide Flashcards
(315 cards)
1
Q
What is resistance to change?
A
Reluctance of people to adapt to change
This can manifest as public opposition or micro-resistance through language or actions.
2
Q
What are the two types of resistance to change?
A
- Individual Resistance
- Organizational Resistance
3
Q
What is individual resistance?
A
Resistance based on unique perceptions, personalities, and needs of employees
4
Q
What is organizational resistance?
A
An organization’s tendency to resist change and maintain the status quo
5
Q
What are the common reasons for organizational change resistance?
A
- Mistrust and lack of confidence
- Emotional responses
- Lack of training and help resources
- Fear of failure
- Poor communication
- Unrealistic timelines
- Existing organization culture and norms
6
Q
What is a key factor contributing to mistrust and lack of confidence?
A
Lack of confidence in the person making the change
7
Q
What emotional responses can arise during change?
A
Feelings of loss and grief due to disruption of routine
8
Q
What should a change communication plan include?
A
- Announcing the change
- Small group discussions
- One-on-one meetings
- Methods for gathering feedback
9
Q
What does Kotter’s 8-Step Change Theory emphasize?
A
Focusing on short-term wins to build enthusiasm for change
10
Q
What is the impact of unrealistic timelines on change management?
A
Forcing change too quickly can lead to neglect of important elements
11
Q
How can existing organizational culture hinder change?
A
Deeply rooted culture can resist new processes, leadership, or technology
12
Q
What are some strategies to overcome resistance to change?
A
- Show value through education and training
- Collect employee input prior to change
- Come to an agreement with employees
- Include employees in the change management plan
- Support employees during organizational transformation
- Communicate clearly and frequently
- Measure performance of organizational change
13
Q
Fill in the blank: The __________ model helps to understand the emotional stages employees go through during change.
A
[Kübler-Ross Change Curve]
14
Q
What is the purpose of conducting a force field analysis?
A
To identify forces causing resistance to change
15
Q
What is the significance of employee involvement in the change management process?
A
It fosters ownership and reduces resistance
16
Q
What should organizations provide to alleviate lack of training and help resources?
A
- Comprehensive employee training programs
- Self-help support resources
- Sufficient resource allocation
17
Q
What is micro-resistance?
A
Subtle, often unconscious forms of resistance to change
18
Q
What does the change management strategy need to support?
A
Organizational goals and change projects
19
Q
How can organizations ensure effective communication during change?
A
By sharing information openly and engaging in two-way conversations
20
Q
What are the potential signs of organizational resistance?
A
- Internal power struggles
- Poor decision-making processes
- Unconfident leadership
- Bureaucratic structures
21
Q
What is Change Management?
A
A systematic approach to dealing with change, both from the perspective of an organization and the individual.
22
Q
What is a Change Management Plan?
A
A document that outlines the strategy for managing change within an organization.
23
Q
List some barriers to change.
A
- Resistance to change
- Lack of communication
- Insufficient resources
24
Q
What is Change Adoption?
A
The process through which individuals and organizations accept and implement new changes.
25
What are Change Announcements?
Communications that inform stakeholders about upcoming changes and their implications.
26
What are Change Exercises?
Activities designed to prepare teams for change and to enhance their adaptability.
27
What is Change Fatigue?
A state of mental and emotional exhaustion caused by continuous change.
28
What are Change Goals?
Specific objectives that an organization aims to achieve through the change process.
29
What is a Change Impact Assessment?
A process to evaluate the effects of a change on an organization and its stakeholders.
30
What is a Change Readiness Assessment?
An evaluation of how prepared an organization is to implement a change.
31
What are Change Trends?
Patterns and shifts in how organizations approach and manage change.
32
What is Change User Feedback?
Input from users regarding their experiences and challenges with changes implemented.
33
What are examples of Change?
* Process improvements
* Technology upgrades
* Organizational restructuring
34
How to Adapt to Change?
By developing flexibility, resilience, and a proactive mindset towards change.
35
What is Resistance to Change?
The act of opposing or struggling against modifications or transformations in an organization.
36
What are the Types of Organizational Change?
* Strategic change
* Structural change
* Technological change
* Cultural change
37
What is the PPT Framework?
A model that focuses on People, Process, and Technology in managing change.
38
What is the purpose of a Digital Adoption Business Case?
To justify the investment in a digital adoption platform to key stakeholders.
39
What are the key components of a Change Impact Assessment?
* Identification of affected areas
* Analysis of potential risks
* Recommendations for mitigation
40
How to Set Goals for Change Projects?
By ensuring they are specific, measurable, achievable, relevant, and time-bound (SMART).
41
How does Change Feedback reduce End-User Resistance?
By incorporating user insights into the change process, enhancing buy-in and acceptance.
42
What are the symptoms of Change Fatigue?
* Decreased productivity
* Increased absenteeism
* Lower morale
43
What is the 5-Step Enterprise Plan for Driving Change Adoption?
* Assess current state
* Define desired outcomes
* Develop a change strategy
* Implement the change
* Evaluate and adjust
44
What is In-App Guidance?
Support provided within an application to assist users in navigating and utilizing features.
45
What are Interactive Walkthroughs?
Step-by-step guides that help users understand how to use software or complete tasks.
46
What is a Knowledge Base?
A centralized repository of information that provides users with answers and resources.
47
What is a Product Tour?
An introductory guide that showcases the features and benefits of a product.
48
What are Types of Employee Training?
* Onboarding
* Skills development
* Compliance training
49
What is the primary focus of change management?
Guiding individuals and organizations through transitions, recognizing both intellectual and emotional aspects of change.
50
What is the first guiding principle of change management?
Define the culture & lead with it.
51
Why is understanding company culture crucial for successful transformation?
It helps reduce employee resistance by anticipating challenges and preparing support strategies.
52
What framework can help define company culture?
McKinsey 7S and Cultural Iceberg Model.
53
What percentage of employees feel heard and valued during change initiatives, according to Gartner?
42%.
54
What is the purpose of the Open Decision Framework?
To include stakeholders in decision-making and transform culture.
55
Who can significantly impact change efforts in organizations?
Mid-level and frontline employees.
56
What is necessary for effective communication during the change process?
Gather feedback from key stakeholders and demonstrate that their input is valued.
57
What approach does effective change management require in decision-making?
Utilizing both rational & emotional decision-making.
58
What should leaders do to model new behaviors for change?
Top executives must embody these behaviors to gain employee buy-in.
59
What is meant by broadening the leadership approach in change management?
Recognizing that change leadership can come from any level within the organization.
60
What are the three categories of informal leaders?
* Pride builders
* Trusted nodes
* Change ambassadors
61
What must companies redesign for long-term stability during transformation?
Structure, operations, training, rewards, and development programs.
62
What is a common mistake organizations make after implementing change?
Claiming victory without proper measurement.
63
What type of feedback mechanisms can help maintain commitment to change?
Pulse surveys and focus groups.
64
What is the Technology Acceptance Model (TAM)?
A theoretical framework explaining how users adopt and use technology
## Footnote
Developed by Fred Davis in 1986, widely applied in various fields.
65
What are the two basic components of the TAM?
Perceived Usefulness (PU) and Perceived Ease of Use (PEOU)
## Footnote
These factors are primary determinants of user acceptance and usage behavior.
66
Define Perceived Usefulness (PU).
The degree to which a user believes that a technology will enhance their performance or productivity.
67
Define Perceived Ease of Use (PEOU).
The degree to which a user believes that a technology is easy to use.
68
What external factors can influence user acceptance in the TAM?
* Social norms
* Organizational factors
* Individual differences
69
In which fields has the TAM been applied?
* E-commerce
* Mobile technology
* Social media
* Healthcare technology
70
What are some criticisms of the TAM?
* Limited scope
* Predictive power issues
* Fails to account for social influence, trust, and perceived risk
71
What is the Unified Theory of Acceptance and Use of Technology (UTAUT)?
A model that incorporates additional factors such as performance expectancy, effort expectancy, social influence, and facilitating conditions.
72
How does Perceived Usefulness relate to user behavior?
Users are more likely to adopt technology they believe will help them achieve their goals.
73
How does Perceived Ease of Use affect technology adoption?
Users are more likely to adopt technology they believe is easy to use and navigate.
74
What is the role of social influence in technology adoption?
Social influence impacts user behavior by shaping perceptions and attitudes towards technology.
75
What are the dimensions of social influence?
* Informational influence
* Normative influence
* Referent influence
* Compliance influence
76
Define informational influence.
The impact of information provided by others on an individual's decision-making process.
77
What is normative influence?
The impact of social norms and expectations on an individual's behavior.
78
What does referent influence entail?
The impact of respected individuals on a person's technology adoption behavior.
79
How does compliance influence affect technology adoption?
Adoption due to pressure or coercion from authority figures or social groups.
80
What is the relationship between attitudes and perceived usefulness?
Positive attitudes lead to higher perceived usefulness of technology.
81
What is the relationship between attitudes and perceived ease of use?
Positive attitudes lead to higher perceived ease of use of technology.
82
What is behavioral intention?
The degree to which an individual intends to use technology.
83
How do attitudes influence actual usage of technology?
Positive attitudes lead to more frequent use of technology.
84
Fill in the blank: The Technology Acceptance Model consists of two components: Perceived Usefulness and _______.
Perceived Ease of Use
85
True or False: The TAM accounts for all factors influencing technology adoption.
False
86
What factor can enhance user adoption besides perceived usefulness and ease of use?
Trust in the technology provider.
87
What role does training and support play in technology adoption?
Adequate training and support increase the likelihood of technology adoption.
88
What does compliance influence refer to?
The impact of pressure or coercion from others on an individual's technology adoption behavior.
## Footnote
Compliance influence can stem from authority figures or social groups, leading individuals to adopt technologies they may not find useful.
89
What are the four main dimensions of social influence that can impact technology adoption?
* Informational influence
* Normative influence
* Referent influence
* Compliance influence
## Footnote
Understanding these dimensions helps in developing strategies for increasing technology adoption.
90
What are facilitating conditions in the context of technology adoption?
The resources, support, and infrastructure that enable users to use a technology effectively.
## Footnote
This includes hardware, software, training, and organizational policies.
91
How do facilitating conditions affect user behavior?
They shape user behavior and acceptance of new technology, as adequate resources lead to effective use.
## Footnote
Users are more likely to adopt technology when they have proper training and support.
92
What is the impact of facilitating conditions on technology adoption?
They significantly affect the adoption rate; lacking support can lead to resistance.
## Footnote
Proper resources can facilitate faster adoption.
93
Give an example of facilitating conditions in e-commerce.
* Availability of a secure payment system
* Easy navigation
* Customer support
## Footnote
These conditions enhance user experience and acceptance.
94
What is the role of user experience (UX) in technology acceptance?
UX influences perceived usefulness, ease of use, user satisfaction, loyalty, and the adoption of new technology.
## Footnote
A good UX can drive higher acceptance rates.
95
How does UX affect user satisfaction?
If users are satisfied with the UX, they are more likely to accept the technology.
## Footnote
Poor UX can lead to frustration and abandonment of technology.
96
What is a key criticism of the Technology Acceptance Model (TAM)?
It lacks attention to individual differences in personality, motivation, and experience.
## Footnote
TAM assumes uniform behavior among users, which may not reflect reality.
97
What social factors are overlooked by TAM?
The influence of social norms, peer pressure, and other social factors on technology acceptance.
## Footnote
TAM primarily focuses on individual beliefs and attitudes.
98
What limitation does TAM have regarding the context of use?
It does not take into account how the context can affect technology acceptance and use.
## Footnote
User behavior may differ in various settings (e.g., work vs. personal).
99
What is one implication of TAM for technology designers?
Designers should focus on user needs and create products that are functional and user-friendly.
## Footnote
Understanding user preferences can lead to higher acceptance.
100
How should technology designers prioritize their designs according to TAM?
They should prioritize user experience (UX) to ensure positive acceptance of their products.
## Footnote
This includes functionality, aesthetics, and overall user satisfaction.
101
True or False: TAM has strong predictive power for user technology adoption.
False
## Footnote
TAM's predictive power is limited as it does not account for external market factors.
102
What can organizations do to improve facilitating conditions?
* Provide training
* Offer technical support
* Supply necessary equipment
## Footnote
Organizations can also choose to outsource these services.
103
What effect does a good UX have on user loyalty?
A good UX enhances user loyalty, leading to repeated use and recommendations.
## Footnote
Loyal users contribute to the sustained success of a product.
104
What is the role of change management in healthcare?
Provides a strategic and methodical approach to guide people and organizations through significant changes
## Footnote
Ensures communication planning, assembling a team of change champions, and assessing readiness are not overlooked.
105
What is the process of change in healthcare?
Transitioning from current behaviors to new ones and establishing the new behaviors as the norm.
106
Why is successful change management important in healthcare?
High costs and adverse impacts on patient care if changes fail to deliver desired results.
107
What is the Prosci ADKAR Model?
Stages: Awareness, Desire, Knowledge, Ability, Reinforcement.
108
What are the phases of the Kurt Lewin Change Model?
Unfreeze, Change, Freeze.
109
What are the steps in the John Kotter 8-Step Change Model?
Create urgency, Build coalition, Form vision, Enlist army, Enable action, Generate wins, Sustain acceleration, Institute change.
110
What does Bridge’s Transition Change Model focus on?
Emotional aspects of change.
111
What are the elements of the McKinsey 7S Framework?
* Structure
* Strategy
* Systems
* Shared Values
* Staff
* Style
* Skills
112
What is a readiness assessment in change management?
Evaluating the organization’s readiness for cultural change in healthcare.
113
What is an impact assessment?
Assessing the impact of change on stakeholders to determine training needs.
114
What is a stakeholder analysis?
Identifying and analyzing everyone impacted by the change.
115
What is the purpose of a communication plan in change management?
To convey key messages throughout the project.
116
What does a resistance management plan address?
Managing resistance to change effectively.
117
What is the significance of highlighting WIIFM (What’s in it for Me?)?
Clearly communicate the benefits of the change to stakeholders.
118
What does effective change management require?
Attention to human behavior and emotions.
119
What are some drivers for change in healthcare?
* Advances in artificial intelligence (AI)
* Blockchain electronic health records
* Telemedicine
* Changes to regulations like the Affordable Care Act (ACA)
* Increased mobile device use
* Modernization of payment options
120
What is meant by 'people-centric change'?
Focusing on the human element in change initiatives.
121
What should be done to sustain change in healthcare?
Continue to be a resource after the change, offering support and assistance to users.
122
What is the importance of communication during change?
Maintain transparent communication to foster understanding and acceptance.
123
Fill in the blank: The _______ Change Model addresses the emotional aspects of change.
Bridge’s Transition
124
What is impact assessment in change management?
The process of evaluating the effects of change on stakeholders
## Footnote
Impact assessments help organizations understand the potential consequences of changes before implementation.
125
Why do people resist change?
It is human nature to resist change
## Footnote
Resistance can stem from fear of the unknown or comfort with the status quo.
126
What is the importance of expressing the need for change?
It helps stakeholders understand the value and necessity of the change
## Footnote
Clear communication about the reasons for change can reduce resistance.
127
Who should support change initiatives in healthcare?
Leaders and change champions
## Footnote
Their support is crucial for encouraging acceptance and enthusiasm for change.
128
What are vital components of change management?
Organization readiness assessments, planning, and communication
## Footnote
These components ensure effective implementation of change.
129
What are the 5 stages of the Prosci ADKAR model?
* Awareness of the change
* Desire to support the change
* Knowledge of how to change
* Ability to adopt new skills/behaviors
* Reinforcement of the change
## Footnote
ADKAR focuses on individual transitions to facilitate change.
130
What are the main phases of the ADKAR model?
* Preparing for change
* Managing change
* Reinforcing change
## Footnote
These phases guide the implementation of change.
131
What are the stages of the Kurt Lewin Change Model?
* Unfreeze
* Change
* Freeze
## Footnote
This model emphasizes the need to address current behaviors before implementing change.
132
What does Lewin's Force Field Analysis identify?
Restraining forces and driving forces of change
## Footnote
Understanding these forces helps in managing the change process.
133
What are the 8 steps of John Kotter's Change Model?
* Create a sense of urgency
* Build a guiding coalition
* Form a strategic vision
* Enlist a volunteer army
* Enable action by removing barriers
* Generate short-term wins
* Sustain acceleration
* Institute change
## Footnote
Kotter's model emphasizes urgency and leadership in change management.
134
What are the stages of Bridge's Transition Model?
* Ending, losing, and letting go
* The neutral zone
* The new beginning
## Footnote
This model focuses on the emotional journey of individuals during change.
135
What are the 7S's in McKinsey's 7S Framework?
* Structure
* Strategy
* Systems
* Shared Values
* Staff
* Style
* Skills
## Footnote
This framework helps to align key organizational areas during change.
136
What is a readiness assessment?
An evaluation of an organization's preparedness for change
## Footnote
Helps identify what needs to be included in the change plan.
137
What is the purpose of stakeholder analysis?
To identify everyone impacted by the change
## Footnote
Understanding stakeholder perspectives is crucial for effective change management.
138
What is the 'WIIFM' principle in change management?
What’s in it for me?
## Footnote
Addressing this question helps engage stakeholders and reduce resistance.
139
What should be included in a communication planning strategy?
Main messages, training communications, and meeting schedules
## Footnote
Effective communication is essential for successful change implementation.
140
Why is it important to listen to concerns during change management?
It allows for addressing fears and adjusting strategies
## Footnote
Listening fosters trust and cooperation among stakeholders.
141
What is a resistance management plan?
A strategy to proactively address potential resistance to change
## Footnote
Managing resistance effectively can determine the success of change initiatives.
142
What are some benefits of rewarding milestones in change management?
Encourages engagement and shows appreciation
## Footnote
Celebrating small wins can motivate stakeholders throughout the change process.
143
What percentage of change projects fail to achieve desired results?
70%
## Footnote
This highlights the complexity and challenges of managing change in healthcare.
144
What is the role of change management in healthcare organizations?
To facilitate successful transitions to new processes and systems
## Footnote
Effective change management is essential for improving healthcare delivery.
145
What makes change management in healthcare particularly complex?
The impact on many different people such as doctors, nurses, patients, and administrators
## Footnote
Change management in healthcare is complicated due to the diverse range of stakeholders involved in the process.
146
Name three groups affected by changes in healthcare procedures.
* Doctors
* Nurses
* Patients
## Footnote
Changes can also impact administrators, laboratory personnel, and billing professionals.
147
What regulatory requirements must healthcare facilities comply with during change management?
HIPAA
## Footnote
HIPAA is a key regulation that impacts how healthcare facilities manage changes.
148
List two entities that healthcare facilities commonly work with.
* Insurance companies
* Medicare/Medicaid
## Footnote
These entities influence the operational changes within healthcare facilities.
149
Why is change management important in the healthcare industry?
It helps ensure successful implementation and sustainability of changes
## Footnote
Change is constant in healthcare, making effective management crucial.
150
What can guide people through change in healthcare?
A roadmap and tools
## Footnote
Having structured guidance increases the likelihood of achieving desired outcomes.
151
What is one change model that can be used in healthcare?
McKinsey 7S model
## Footnote
This model helps identify areas that need to remain balanced during change.
152
What is another model that can be used for managing change in healthcare?
ADKAR model
## Footnote
This model provides a step-by-step guide for facilitating change.
153
Fill in the blank: Change is nearly always happening in the _______ industry.
[healthcare]
## Footnote
This constant change necessitates effective change management strategies.
154
True or False: Change management principles differ significantly across various industries.
False
## Footnote
While principles are consistent, the application may vary due to industry specifics.
155
What is an innovation?
An idea, behaviour, or object that is perceived as new by its audience.
156
What are the three valuable insights offered by Diffusion of Innovations?
* Qualities that make an innovation spread
* Importance of peer-peer conversations and networks
* Understanding the needs of different user segments
157
What does 'relative advantage' refer to in the context of innovation?
The degree to which an innovation is perceived as better than the idea it supersedes.
158
How does 'compatibility with existing values and practices' affect the adoption of an innovation?
Innovations perceived as consistent with the values and needs of potential adopters are adopted more rapidly.
159
What does 'simplicity and ease of use' mean in the context of innovation adoption?
The degree to which an innovation is perceived as easy to understand and use.
160
Define 'trialability' as a quality of innovation.
The degree to which an innovation can be experimented with on a limited basis.
161
What is meant by 'observable results' in the diffusion of innovations?
The easier it is for individuals to see the results of an innovation, the more likely they are to adopt it.
162
What is the significance of reinvention in the Diffusion of Innovations?
The success of an innovation depends on how well it evolves to meet the needs of users.
163
True or False: Impersonal marketing methods are the most effective way to spread adoption of innovations.
False.
164
What is the role of early adopters in the diffusion process?
They help to create buzz and act as independent test beds for new innovations.
165
List the five segments of a population based on their propensity to adopt an innovation.
* Innovators
* Early adopters
* Early majority
* Late majority
* Laggards
166
How should one engage with innovators?
* Track them down and support their ideas
* Invite them to partner in project design
167
What drives early adopters to adopt innovations?
The desire for social prestige and strategic advantages.
168
What are the characteristics of the early majority?
* Pragmatists
* Seek proof of benefits
* Risk-averse
169
How can you work with the late majority?
* Promote social norms
* Refine the product for convenience
* Emphasize risks of being left behind
170
What mindset characterizes laggards in the adoption process?
They see high risk in adopting and may hold onto their skepticism until the end.
171
Fill in the blank: The Bass Forecasting Model illustrates how face-to-face communication becomes more _______ over time.
influential
172
What is the relationship between peer networks and the diffusion of innovations?
Peer networks are crucial for spreading adoption through trusted conversations.
173
What are laggards in the context of innovation adoption?
Individuals who are resistant to change and may stay awake thinking of arguments against new products or behaviors.
## Footnote
Laggards may actually be innovators of ideas that challenge existing paradigms.
174
How should you work with laggards?
• Give them high levels of personal control over the new behavior.
• Maximize their familiarity with new products or behaviors.
## Footnote
Allow them to see how other laggards have successfully adopted the innovation.
175
What is the importance of knowing which adopter personality you are addressing?
Each adopter personality is very different, and you usually cannot address them all at once due to gradual product maturity.
## Footnote
Customized products or behaviors can be developed for each group.
176
What are the segments of adopters according to Rogers?
• Innovators: 2.5%
• Early Adopters: 13.5%
• Early Majority: 34%
• Late Majority: 34%
• Laggards: 16%
## Footnote
These percentages help in understanding the adoption process.
177
What does the '20:60:20 Rule' suggest?
It is a rule of thumb indicating that 20% of people are innovators, 60% are majorities, and 20% are laggards.
## Footnote
This helps in designing change projects and understanding which segment to address next.
178
What is the significance of knowing the percentage of a social system that has adopted an innovation?
It indicates which segment you are addressing next and provides insight for designing your project and communications.
## Footnote
This figure is crucial for effective change management.
179
Can individuals be categorized as innovators or laggards for all new ideas?
No, most people are majorities about most things and only innovators or laggards about specific items.
## Footnote
For example, someone may be a laggard for iPhones but not for other technologies.
180
Who is widely recognized as an expert on change leadership?
John Kotter
## Footnote
Harvard Professor John Kotter is known for his work on change management, particularly his eight-step model.
181
What is the first step in Kotter’s Eight Step Leading Change Model?
Create a Sense of Urgency
## Footnote
This step involves communicating to stakeholders why change must occur and why it is urgent.
182
What is the purpose of creating a sense of urgency?
To ensure stakeholders understand and accept the need for change
## Footnote
It helps convey that the status quo is no longer acceptable.
183
What is the second step in Kotter’s model?
Create the Guiding Coalition
## Footnote
This step focuses on identifying and empowering a group of influential allies to oversee the change process.
184
What is the primary goal of the Guiding Coalition?
To empower a high-performing team to implement change
## Footnote
This involves selecting capable partners and ensuring their commitment.
185
What does the third step, 'Develop a Change Vision and Strategy,' entail?
Creating a picture of the future post-change
## Footnote
It involves setting clear targets and appealing to stakeholders' long-term interests.
186
Why is it important to have a clear change vision?
To sustain organizational commitment to the change effort
## Footnote
A desirable vision helps in gaining acceptance among employees.
187
What is the fourth step in the Kotter model?
Communicate the Change Vision
## Footnote
This step focuses on effectively sharing the vision to gain understanding and commitment.
188
What is critical for effective communication of the change vision?
Simple messaging repeated in different formats
## Footnote
This helps in capturing the minds and hearts of employees.
189
What does the fifth step, 'Empower Broad Based Action,' involve?
Removing obstacles that hinder the change vision
## Footnote
It focuses on aligning organizational infrastructure with change goals.
190
What is the focus of the sixth step in the model?
Generate Short-Term Wins
## Footnote
This step aims to maintain momentum through visible improvements.
191
How can leaders sustain long-term momentum for change?
By implementing visible improvements and tying them to the change effort
## Footnote
Quick wins can help prevent discouragement in the organization.
192
What is the seventh step in Kotter’s model?
Consolidate Gains and Implement More Change
## Footnote
This step prevents complacency and continues the change momentum.
193
What is the goal of the eighth step, 'Anchor Change in the Culture'?
To make changes a lasting part of the organizational culture
## Footnote
This involves aligning norms, values, and processes with the new direction.
194
What are some limitations of Kotter's model?
It may not account for fluidity in change processes and external forces
## Footnote
Critics argue that organizational culture and external factors play significant roles.
195
What is a key action in the 'Create a Sense of Urgency' step?
Presenting relevant business and industry data
## Footnote
This data helps make a compelling case for change.
196
What do leaders aim to achieve by communicating the change vision?
Organizational buy-in
## Footnote
Effective communication helps employees understand and desire the change.
197
What should leaders do to remove obstacles in the fifth step?
Change existing processes and procedures
## Footnote
Aligning the infrastructure with change goals is crucial for success.
198
What is a common reason employees resist change?
Lack of awareness
## Footnote
Employees often feel uninformed about the reasons for change, which can lead to resistance.
199
How can job security fears contribute to resistance?
Fears about job loss or compensation changes
## Footnote
These fears generate anxiety about the future and can lead to resistance if not addressed.
200
What impact do leadership attitudes have on employee resistance?
Engaged and visible leadership inspires confidence
## Footnote
Poor role modeling from leaders can cause employee resistance.
201
What emotional responses might employees exhibit when facing change?
Anxiety, frustration, and uncertainty
## Footnote
These emotions can manifest as complaints or reluctance to engage.
202
What is one way to prevent resistance to change?
Resistance-prevention planning
## Footnote
Proactive planning increases the chances of meeting project objectives.
203
What is the importance of raising awareness about change?
Increases trust and reduces uncertainty
## Footnote
Clear communication about the reasons and benefits of change is crucial.
204
What does unifying the technical and people sides of change involve?
Aligning project management with change management
## Footnote
This ensures both operational and human challenges are addressed.
205
What is a key contributor to change success?
Active and visible leadership sponsorship
## Footnote
Leaders must champion the change and model desired behaviors.
206
Fill in the blank: The Prosci ADKAR Model consists of five elements: Awareness, Desire, Knowledge, Ability, and _______.
Reinforcement
207
What should leaders focus on when addressing the root causes of resistance?
Providing support, training, and resources
## Footnote
Engaging in two-way dialogue fosters ownership and commitment.
208
What does creating cultural alignment involve?
Aligning the change initiative with the organization’s culture and values
## Footnote
This helps ensure that the transition feels natural.
209
What is the role of transparent communication in managing resistance?
Addresses resistance by answering the 'What’s in it for me?' question
## Footnote
Clear communication helps employees understand benefits.
210
How does the Prosci Methodology support change management?
Provides a structured, adaptable approach
## Footnote
It ensures successful organizational transformations.
211
What can result from insufficient resources in change management?
Ineffective change management
## Footnote
Access to resources is crucial for successful transitions.
212
True or False: Resistance is always an obstacle to be defeated.
False
## Footnote
Resistance can indicate engagement and concerns worth exploring.
213
What does the 'Desire' element in the ADKAR Model focus on?
Building personal motivation to support change
## Footnote
Aligning change with individual benefits fosters ownership.
214
What is the purpose of reinforcement in the ADKAR Model?
To ensure that people can adopt changes for the long term
## Footnote
Recognizing and rewarding progress helps sustain change.
215
What behaviors might indicate employee resistance to change?
Disengagement, work impact, acting out, negativity, avoidance, building barriers, controlling
## Footnote
Recognizing these behaviors is key to supporting employees.
216
What can proactive communication during change help achieve?
Build trust and reduce uncertainty
## Footnote
It fosters a more supportive environment for change.
217
What should organizations do to equip employees for change?
Provide comprehensive training and ongoing support
## Footnote
This enhances confidence and capability, reducing resistance.
218
How can a leader's role evolve during the change process?
From top-down management to leader-as-facilitator
## Footnote
This shift creates an environment of psychological safety.
219
What does the ADKAR Model help leaders and practitioners understand?
It helps understand and address resistance at every stage of their team’s change process.
220
What is the first stage in the resistance management process?
Ability
221
What might resistance at the ability stage reflect?
A lack of confidence or practice.
222
What can support employees in bridging the gap in ability?
Coaching, resources, and feedback.
223
What is necessary to ensure long-term adoption of changes?
Reinforcement
224
What should organizations recognize to support change adoption?
Recognizing and rewarding progress, and addressing lingering challenges.
225
What role do leaders play in managing resistance?
Setting the vision and direction.
226
Why is it important for leaders to articulate the 'why' behind the change?
To create a shared sense of purpose.
227
What is the shift from top-down leadership to facilitative leadership?
Leaders must actively engage with employees at all levels.
228
What is the role of sponsors in change management?
Modeling the change and influencing its adoption.
229
How can sponsors demonstrate their commitment to change?
By actively participating in key project events.
230
What is the frontline role of the management team?
Acting as a bridge between leadership and employees.
231
What should leaders approach resistance with?
Empathy and understanding.
232
What tools should managers be empowered with?
Tools, authority, and information.
233
What is necessary for building long-term readiness?
Creating ongoing training and development opportunities.
234
What helps sustain a culture of adaptability?
Recognizing and rewarding individuals who champion change.
235
What should organizations establish to create a space for employee feedback?
Feedback loops such as surveys or forums.
236
What indicates successful resistance management?
Increased employee engagement.
237
What demonstrates that resistance has been addressed?
Achievement of change objectives.
238
What reflects sustained behavioral changes?
Consistent use of new processes and sustained changes in behavior.
239
What should organizations monitor to assess resistance management effectiveness?
Key indicators and observable behaviors.
240
What is one way sponsors can engage with employees?
Management by walking around.
241
What is a clear sign of effective resistance management?
Positive feedback from employees and stakeholders.
242
What are the characteristics of successful organizational changes in health care?
* Having the opportunity to influence the change
* Being prepared for the change
* Valuing the change
## Footnote
These characteristics were derived from interviews with health care professionals in Sweden.
243
How does having the opportunity to influence change impact its success?
Changes initiated by professionals themselves are considered easier and rarely met with resistance.
## Footnote
Professionals feel more knowledgeable about their work, allowing them to identify relevant problems.
244
What is the significance of being prepared for organizational change?
Clearly communicated changes that allow for preparation increase the chances for successful changes.
## Footnote
A calm pace of change is important for shared planning and understanding.
245
What do health care professionals value in organizational changes?
Understanding the need for changes and recognizing their benefits for themselves and patients.
## Footnote
Changes perceived as meaningless can create resistance among professionals.
246
Fill in the blank: Organizational changes with a _______ focus are particularly valued by health care professionals.
[patient]
## Footnote
Changes that benefit patients are seen as successful and motivate health care professionals.
247
What is the role of communication in the success of organizational changes?
Effective communication helps prepare staff and reduces feelings of powerlessness.
## Footnote
Poor communication can lead to confusion and resistance among staff.
248
What is the impact of high rates of organizational change on employees?
High rates of change can lead to reduced organizational commitment, loss of productivity, and mental health issues.
## Footnote
This includes stress-related prescriptions and change fatigue.
249
What is the average failure rate of organizational changes in general?
70%
## Footnote
This figure is often cited, although it may vary by context.
250
What is New Public Management (NPM) in the context of health care?
A managerial approach that emphasizes cost-effectiveness and efficiency in health care.
## Footnote
NPM challenges traditional professional dominance in health care.
251
Why is continuous professional education important in health care?
To ensure health care professionals’ competencies keep pace with current standards.
## Footnote
It helps maintain and enhance knowledge and skills.
252
What is the main focus of health care professionals regarding organizational changes?
Health care professionals value changes that have a patient focus and clear benefits for patients
## Footnote
Such changes motivate health care professionals to engage in the change process.
253
What are the three categories of characteristics that contribute to successful organizational changes?
* Opportunity to influence the change
* Preparedness for the change
* Recognition of the value of the change
254
How does the interdependency between the three categories of successful change characteristics manifest?
A slower change allows for preparation, facilitating involvement and influence, which enables appreciation for the change
## Footnote
Recognizing the value of a change can increase motivation among health care professionals.
255
What is the significance of participation in organizational changes according to research?
Participation can yield increased acceptance and is an effective approach to overcoming resistance to change
## Footnote
This is particularly applicable in health care organizations due to strong professional discretion.
256
What is the role of predictability in perceiving organizational changes as successful?
Predictability helps individuals adjust their behavior when they are prepared for changes
257
What is the theory related to Organizational Readiness to Change?
Readiness depends on change commitment and change efficacy, influenced by contextual factors like resources and culture
258
Why is communication from management important during organizational changes?
Effective communication helps employees understand the motives for changes, increasing their acceptance and reducing resistance
259
What is the relationship between health care professionals' role identity and the perceived value of changes?
Health care professionals define their role identity largely by patients and patients' needs, leading them to value changes that benefit patients
260
What tension exists in health care organizations between different logic systems?
There is a tension between the traditional logic of professionalism and the managerial logic introduced by New Public Management (NPM)
261
What has the Swedish government introduced in response to criticism of NPM principles?
The concept of 'trust-based governance' to integrate professional logic with NPM-based managerial logic
262
What is the main contribution of the study discussed in the text?
Identifying a 'triad of successful change characteristics' from the perspective of change recipients
263
What is the conclusion regarding the likelihood of successful organizational changes in health care?
Changes are more likely to succeed when professionals can influence, feel prepared for, and recognize the value of the change
264
Fill in the blank: The three categories of successful changes are opportunity to influence, preparedness for change, and _______.
[recognition of the value of the change]
265
What is the significance of 'organizational readiness for change' according to Weiner?
It is a theory that explains how organizations prepare for change
## Footnote
Referenced in Implement Sci. 2009;4:67.
266
What are the key components of successful organizational change in the public sector according to Fernandez and Rainey?
* Leadership support
* Communication
* Employee involvement
## Footnote
Discussed in Public Admin Rev. 2006;66(2):168–76.
267
What does the term 'new public management' refer to?
A management philosophy used in the public sector that emphasizes efficiency and performance
## Footnote
Critiqued for impacting nurses' education as per Bergh et al.
268
What concept does Halldin discuss regarding doctors and nurses becoming patients?
Revealing serious care deficiencies
## Footnote
Highlighted in Socialmedicinsk tidskrift.
269
Maurers 3 Levels of Resistance To Change
270
The Kubler-Ross Change Curve
271
The ADKAR model
272
Normal Curve of Change Adoption
273
The Bass Forecasting Model
274
Prosci Unified Value Proposition
275
Prosci ADKAR Model
276
What is the evidence about managing digital change?
There is a wealth of evidence on managing the change process, with many theories on successful change in health and care.
277
How does digital change differ from other kinds of change?
Digital change is often viewed as complex due to challenges like privacy, interoperability issues, and user resistance.
278
What approach does the Wachter Review recommend for managing digital change?
The review urges viewing the change process as both 'adaptive' and 'technical'.
279
Define adaptive change.
Adaptive change relies on human behavior for success and cannot be easily planned out.
280
Define technical change.
Technical change can be planned and its results are easily predictable.
281
What is the 'productivity paradox'?
The phenomenon where widespread digitization does not yield expected efficiency gains.
282
What are key strategies for effectively spreading large-scale system transformation?
Strategies include clear aims, diverse incentives, support for staff, and involvement of affected individuals.
283
What does the term 'middle-out' approach refer to?
An approach that maintains local ownership while setting national standards and frameworks.
284
What challenges did the Commonwealth Fund study identify for EPR implementation?
Challenges include achieving clinician ownership, training, improving performance, and managing costs.
285
What is a suggested solution for achieving clinician ownership in EPR implementation?
Involve clinical staff in design and implementation.
286
What role do 'bridge' professionals play in digital change?
They act as translators between different professional worlds to facilitate implementation.
287
What is a common barrier to successful digital change identified in the literature?
Lack of interoperability in a concentrated market.
288
What distinction do Greenhalgh and colleagues make regarding technology projects?
They distinguish between complicated issues (predictable) and complex issues (dynamic and emergent).
289
What makes finding conclusive evidence of the benefits of digital technology difficult?
Variability in implementation and constant adaptation of technology.
290
Fill in the blank: The Wachter Review emphasizes a dual approach to digital change as both _______ and _______.
[adaptive], [technical]
291
What is the goal of the GDE program?
To support NHS providers in digitizing their services and going paperless.
292
What challenge does the NHS face in spreading innovation?
Fragmentation of the healthcare system makes sharing effective practices difficult.
293
What does the implementation of EPRs offer according to the Commonwealth Fund study?
Opportunities to improve quality and efficiency in healthcare.
294
What is the importance of rigorous evaluation in digital change?
It helps learn from successes and failures of implementations.
295
What is the challenge in finding conclusive evidence of the benefits of digital technology?
Studies may evaluate imperfect implementations or highlight problems with the technology itself.
296
What are electronic patient records (EPRs)?
Electronic systems for bringing together clinical and administrative data about hospital patients in a single place.
297
What did most studies find regarding the effectiveness of EPRs?
Weak to moderate evidence of EPRs improving efficiency.
298
What downside was noted regarding EPRs?
Weak evidence that EPRs increased time and costs, and that patients felt disengaged while an EPR is used.
299
What is a shared care record?
Records developed to enable clinicians to share patient records across care settings.
300
What is interoperability in the context of shared care records?
The ability of organizations’ computer programs to effectively communicate with one another.
301
What is the significance of the Whole System Demonstrator (WSD) trial?
It was the largest randomised controlled trial of telehealth, associated with lower mortality and small reductions in emergency admissions.
302
What are communication technologies?
Technologies that allow patients to interact with the health service remotely.
303
What is the cost-effectiveness of the WSD program?
Each additional quality-adjusted life year (QALY) gained cost £92,000.
304
What challenge do studies of telehealth present for innovators?
Effectiveness studies demonstrate complex, long-term challenges in implementing technology.
305
What did a qualitative study highlight about the WSD?
The need for evolution and adaptation in complex interventions often conflicts with the need for robust evidence.
306
What was found in a trial of telephone triage in primary care?
No evidence that it led to cost savings or reduced admissions in secondary care.
307
What did the early trial of e-consultations find?
Low uptake, particularly at the weekend, and a likelihood of increased costs and workload in primary care.
308
What are the anticipated benefits of linking health records with social care?
* Effective risk management for children in care
* Reduced separate visits to recipients of social care
* Efficiency cost savings.
309
What is the summary care record?
A national information-sharing project that pulls limited information from GP records into other care settings.
310
What is a significant barrier to realizing the benefits of accountable care organizations in the US?
Poor information sharing.
311
What is a key challenge mentioned regarding digital change in health and social care?
The rapid advancement of technology often outpaces research trials.
312
Fill in the blank: The review of electronic patient records found that technology policy in health care tends to focus on benefits without acknowledging _______.
[risks and downsides]
313
True or False: The evidence on both the benefits and risks of EPRs is primarily anecdotal.
True
314
What does the Local Health and Care Record Exemplar programme support?
Development of shared care records with more detail than the summary care record.
315
What is the impact of digital change on the implementation of technology in health care?
It is complex and often requires long-term adaptation.
