68) Shelly was the most senior employee in the department and knew just about everything about
everyone else’s job. If all employees in the department were cross-trained, Shelly would no
longer have an advantage that brought with it special privileges. Shelly’s resistance to change
came from her ________.
A) belief that uncertainty would increase
B) fear that she would be forced out of her habit
C) concern over personal loss
D) belief that the changes would harm the organization
69) Back2Work succeeded because it offered personalized assistance to its clients–people who
had lost jobs–beginning with having a live person answer every phone call. When management
proposed an automated answering service with a directory tree (“Press 1 for a company
directory”, for example), Cathy was concerned the company would lose customers. Cathy’s
resistance stemmed from her
A) belief that uncertainty would increase
B) fear that she would be forced out of her habit
C) concern over personal loss
D) belief that the change was incompatible with the goals and interests of the organization.
70) Which one of the following techniques for reducing resistance to change assumes that much
of the resistance lies in misinformation?
A) negotiation
B) education and communication
C) participation
D) facilitation and support
71) Fred’s Donuts is installing new equipment in its bakery. Many employees are fearful they
will not be able to operate it. Which one of the following courses of actions is best for Fred to
use to overcome this employee resistance?
A) threaten the employees who resist the change
B) present distorted facts to the employees
C) terminate employees who resist the change
D) educate employees and communicate with them
72) In addition to face-to-face meetings, employers are encouraged to use ________ to
communicate information about changes to their workforce.
A) paid public announcements
B) social media
C) bulletin boards
D) emails
73) ________ involves bringing individuals directly affected by the proposed change into the
decision-making process.
A) Participation
B) Facilitation and support
C) Delegation
D) Manipulation and co-optation
74) Back2Work is considering replacing the receptionist who answers the phone with an
automated answering system. Back2Work should ________ to reduce resistance to this change.
A) negotiate with the current receptionist
B) tell the current receptionist she is being reassigned
C) involve the current receptionist in the decision process
D) explain the benefits of this change to the current receptionist.
75) Which one of the following techniques for reducing resistance to change includes employee
counseling, therapy, new skills training, or a short paid leave of absence.
A) negotiation
B) facilitation and support
C) manipulation and co-optation
D) coercion
76) ________ involves exchanging something of value for an agreement to lessen the resistance
to the change effort.
A) Negotiation
B) Manipulation and co-optation
C) Coercion
D) Facilitation and support
77) ________ involves distorting facts to make the change appear more attractive.
A) Framing
B) Education and communication
C) Participation
D) Manipulation and co-optation
78) Which of the following is a favorable condition that will facilitate a cultural change?
A) The organization has a strong culture.
B) The organization has a long existence.
C) A dramatic crisis occurs.
D) A stable leadership exists.
79) One reason people resist change in an organization is that they are afraid their skill set will
be obsolete.
80) People may resist change based on habit.
81) Negotiation involves bringing those affected by change into the decision-making process.
82) Manipulation involves the use of direct threats against the resisters.
83) Coercion involves the use of covert attempts to influence others.
84) A disadvantage of coercion is that it may be illegal and may undermine the change agent’s
credibility.
85) Why do people resist change?
86) List and explain the techniques for reducing resistance to change.
87) A change capable organization ________.
A) links the present and the future
B) seeks incremental changes
C) encourages group-think
D) follows its competitor’s footsteps
88) How can managers increase the likelihood of making change happen successfully?
A) They should realize that they are just change agents, not change leaders.
B) They should discourage entrepreneurial mindsets.
C) They should give individual employees a role in the change process.
D) They should adapt the changes made by their competitors.
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89) Which of the following is a characteristic of a change-capable organization?
A) separates the present and the future
B) makes controlling a way of life
C) encourages group-think
D) shelters breakthroughs
Answer: D
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
90) Which one of the following statements is most related to making successful change happen?
A) Managers know best; they have all the answers.
B) People will support what they help create.
C) The only constant is change.
D) The more things change, the more they are the same.
Answer: B
Diff: 2
AACSB: Analytical thinking; Application of knowledge
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
91) Cultural change is most likely to take place when ________.
A) the organization is old
B) the organization is large
C) the culture is strong
D) there is a leadership change
Answer: D
Diff: 1
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
92) Which one of the following is a strategy for managing cultural change?
A) Support employees who remain devoted to the old values.
B) Redesign socialization processes to align with the new values.
C) Keep the same stories and rituals.
D) Allow subcultures to flourish.
Answer: B
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
28
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93) ________ is the adverse reaction people have to excessive pressure placed on them from
extraordinary demands, constraints, or opportunities.
A) Euphoria
B) Stress
C) Degeneration
D) Disease
Answer: B
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
94) A ________ prevents an individual from doing what he desires.
A) constraint
B) demand
C) lien
D) necessity
Answer: A
Diff: 1
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
95) ________ are factors related to an employee’s job and include the design of a person’s job,
working conditions, and the physical work layout.
A) Task demands
B) Role demands
C) Interpersonal demands
D) Psychological demands
Answer: A
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
96) One way to lessen stress in a job is to ________.
A) reduce the task identity in the job.
B) increase the task significance of the position
C) increase the autonomy in the job
D) increase the interdependence of the position
Answer: C
Diff: 3
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
29
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97) ________ creates expectations that may be hard to reconcile or satisfy.
A) Role ambiguity
B) Role conflict
C) Role overload
D) Role demand
Answer: B
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
98) Cameron is expected to produce 550 parts per day, but his machine is capable of only 480.
He is also expected to supervise six workers and make sure they have all the materials they need
to perform their duties. Cameron is likely to experience ________.
A) role conflict
B) role expansion
C) role ambiguity
D) role overload
Answer: D
Diff: 2
AACSB: Analytical thinking; Application of knowledge
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Application
99) Darlene is just one of Cameron’s “needy” employees who require constant feedback and
reassurance. Two other employees bicker constantly. Another one challenges everything
Cameron says or does. Cameron is facing ________
A) role toxicity
B) emotional turmoil
C) interpersonal demands
D) burnout
Answer: C
Diff: 2
AACSB: Analytical thinking; Application of knowledge
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Application
30
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100) A ________ personality is characterized by chronic feelings of a sense of time urgency, an
excessive competitive drive, and difficulty accepting and enjoying leisure time.
A) Type X
B) Type Y
C) Type A
D) Type B
Answer: C
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
101) Stress symptoms are grouped under the categories of ________.
A) physical, economic, and legal
B) physical, psychological, and behavioral
C) physical, psychological, and cultural
D) physical, political, and social
Answer: B
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
102) Which of the following is a physical symptom of stress?
A) changes in metabolism
B) changes in productivity
C) changes in attitude
D) changes in mood
Answer: A
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
103) Which of the following is an example of a psychological symptom of stress?
A) changes in metabolism
B) increased heart and breathing rate
C) procrastination
D) changes in productivity
Answer: C
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
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104) Changes in eating habits are a ________ symptom of stress.
A) physical
B) psychological
C) behavioral
D) financial
Answer: C
Diff: 1
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
105) Which one of the following is true regarding reduction of employee stress?
A) In order to reduce stress, managers should make sure that the employee’s abilities match the
job requirements.
B) A realistic job preview during the selection process maximizes stress by reducing ambiguity
over job expectations.
C) Improved organizational communications maximizes ambiguity-induced stress.
D) Job redesigns that increase opportunities for employees to participate in decisions and to gain
social support increase stress.
Answer: A
Diff: 1
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
106) Managers offer ________ to employees who want to talk to someone about their problems.
A) wellness programs
B) time management programs
C) employee counseling
D) performance planning programs
Answer: C
Diff: 2
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept
107) A ________ helps employees whose personal lives suffer from a lack of planning to sort
out their priorities.
A) time management program
B) wellness program
C) life insurance program
D) health and wellness program
Answer: A
Diff: 1
AACSB: Reflective thinking
Learning Obj: LO 7.5: Discuss contemporary issues in managing change
Classification: Concept