Information Technology Project Management 5e – Marchewka
Chapter 11: Managing Organizational Change, Resistance,
and Conflict
True/False
1. Experience shows that it is easier to gain compliance for a new system than
acceptance.
a. True
b. False
2. Stress is usually only associated with negative change (dread).
a. True
b. False
3. According to Lewin’s Force Field Analysis, driving forces are those forces that
act as barriers and drive people away from desired end states.
a. True
b. False
4. According to Lewin’s Force Field Analysis, the transition state is marked by a
loss of equilibrium which lasts until the individual or organization moves to the
desired state.
a. True
b. False
Information Technology Project Management 5e – Marchewka
5. Applying Kübler-Ross’ model on grieving suggests that individuals have to
ultimately like or embrace change in order to reach the acceptance stage.
a. True
b. False
6. According to Leavitt’s model of organizational change, changes in one
organizational component (people, structure, task, or technology) can impact the
other three components.
a. True
b. False
7. In order to be an effective sponsor of a project, one must posses not only
willingness, but also the power, in terms of authority and making resources
available, to support the project.
a. True
b. False
8. An initiating sponsor must stay with the project to the end if it is to succeed.
a. True
b. False
9. Sponsor credibility is diminished if the project’s envisioned value to the
organization is not realized.
a. True
False
Information Technology Project Management 5e – Marchewka
10. The Rational-Empirical strategy for change rests on the idea that because most
people are rational, they will accept change that will benefit the overall
organization.
a. True
b. False
11. The Normative-reeducation strategy focuses on reeducating the work force, one
person at a time until the entire organization is aligned.
a. True
b. False
12. The use of threats and rewards in the power-coercive approach to change becomes
riskier as individuals become more dependent on the organization.
a. True
b. False
13. The premise of the environmental-adaptive approach is that although people avoid
disruption and loss, they can still adapt to change.
a. True
b. False
Information Technology Project Management 5e – Marchewka
14. Resistance should be anticipated from the beginning of the project and in fact
there may be valid reasons for the resistance.
a. True
b. False
15. People seldom resist change once they understand that the change will benefit
them.
a. True
b. False
16. The contemporary view of conflict is that conflict is always negative and should
be avoided whenever possible.
a. True
b. False
17. According to the Interactionist View of conflict, conflict is both necessary and
beneficial.
a. True
b. False
Information Technology Project Management 5e – Marchewka
Multiple Choice
1. Transforming the organization so it is aligned with the execution of the chosen
corporate business strategy is _____.
a) Change Management
b) Business Alignment
c) Strategy Alignment
d) Transition Management
e) Transformation Analysis
2. ___________ is the process of adapting to change and determines our ability to
handle current and future change.
a) Transition
b) Flux
c) Adoption
d) Assimilation
e) Vector shift
3. Encountering too many changes that push a person past their _____ may cause
them to become stressed out or exhibit dysfunctional behaviors.
a) Assimilation Tolerance
b) Tolerance Threshold
c) Change Threshold
d) Assimilation Point
e) Assimilation Threshold
Information Technology Project Management 5e – Marchewka
4. According to Leavitt’s Model of Organizational Change, implementing a new
information system would be an example of a change in _____.
a) technology
b) people
c) task
d) structure
e) content
5. According to Leavitt’s Model of Organizational Change, new roles and
responsibilities would be an example of a change in _____.
a) technology
b) people
c) task
d) structure
e) content
6. According to Leavitt’s Model of Organizational Change, changing the work
performed would be an example of a change in _____.
a) technology
b) people
c) task
d) structure
e) content
7. According to Leavitt’s Model of Organizational Change, changing from informal
authority to a formal chain of command would be an example of a change in
_____.
Information Technology Project Management 5e – Marchewka
a) technology
b) people
c) task
d) structure
e) content
8. According to Lewin’s Change Process model _________ is an altering of the
current state’s habits, perceptions, and stability.
a) Driving Forces
b) Resisting Forces
c) Freezing
d) Unfreezing
e) Refreezing
9. According to Lewin’s Change Process model _________ is a transition from the
present state to the desired state.
a) Driving Forces
b) Resisting Forces
c) Freezing
d) Unfreezing
e) Changing
10. According to Lewin’s Change Process model _________ is making the desired
state the new status quo.
a) Driving Forces
b) Resisting Forces
c) Freezing
d) Unfreezing
Information Technology Project Management 5e – Marchewka
e) Refreezing
11. People, Structure, Technology, and Task are elements of:
a) Kubler-Ross’s Model
b) Lewin’s Change Process Model
c) Leavitt’s Model of Organizational Change
d) Conner’s Role Model
e) Davidson’s Change Management Model
12. In Kubler-Ross’s Model, _____ is the first stage characterized by shock and
denial.
a) Denial
b) Anger
c) Bargaining
d) Depression
e) Acceptance
13. In Kubler-Ross’s Model, _____ is the second stage where the person blames
whoever is responsible for the change.
a) Denial
b) Anger
c) Bargaining
d) Depression
e) Acceptance
Information Technology Project Management 5e – Marchewka
14. In Kubler-Ross’s Model, _____ is the third stage where the person will try to
make deals to avoid the change.
a) Denial
b) Anger
c) Bargaining
d) Depression
e) Acceptance
15. In Kubler-Ross’s Model, _____ is when the person experiences an overwhelming
sense of loss in the status quo.
a) Denial
b) Anger
c) Bargaining
d) Depression
e) Acceptance
16. In Kubler-Ross’s Model, _____ is when the person will come to grips with the
change.
a) Denial
b) Anger
c) Bargaining
d) Depression
e) Acceptance
17. Denial, Anger, and Bargaining are among the stages of
Information Technology Project Management 5e – Marchewka
a) Kubler-Ross’s Model
b) Lewin’s Change Process Model
c) Leavitt’s Model of Organizational Change
d) Conner’s Role Model
e) Davidson’s Change Management Model
18. Driving forces, resisting forces, and states of equilibrium are associated with:
a) Kubler-Ross’s Model
b) Lewin’s Change Process Model
c) Leavitt’s Model of Organizational Change
d) Conner’s Role Model
e) Davidson’s Change Management Model
19. The first step in the Change Management Plan is to _____, and entails defining
the players and stakeholders involved in the change, their roles, and how they will
interact with each other.
a) assess willingness, readiness, and ability to change
b) develop of adopt a strategy for change
c) implement the change management plan and track progress
d) evaluate experiences and develop lessons learned
e) define, develop and deploy the infrastructure
20. The second step in the Change Management Plan is to _____, when determination
is made of the process to follow in implementing the change.
a) assess willingness, readiness, and ability to change
b) develop of adopt a strategy for change
c) implement the change management plan and track progress
d) evaluate experiences and develop lessons learned
Information Technology Project Management 5e – Marchewka
e) define, develop and deploy the infrastructure
21. The third step in the Change Management Plan is to _____, where milestones are
identified and monitored using various tools such as the Gantt Chart and PERT
Chart.
a) assess willingness, readiness, and ability to change
b) develop of adopt a strategy for change
c) implement the change management plan and track progress
d) evaluate experiences and develop lessons learned
e) define, develop and deploy the infrastructure
22. The fourth step in the Change Management Plan is to _____, where experiences
are documented and shared to identify best practices for future projects.
a) assess willingness, readiness, and ability to change
b) develop of adopt a strategy for change
c) implement the change management plan and track progress
d) evaluate experiences and develop lessons learned
e) define, develop and deploy the infrastructure
23. The Rational-Empirical Approach is found in:
a) Kubler-Ross’s Model
b) Lewin’s Change Process Model
c) Leavitt’s Model of Organizational Change
d) Conner’s Role Model
e) Davidson’s Change Management Model
Information Technology Project Management 5e – Marchewka
24. The _____ is based upon the idea that people will follow predictable patterns of
behavior and that people will follow their own self interests.
a) Rational-Empirical Approach
b) Normative-Reeducation Approach
c) Power-Coercive Approach
d) Environmental-Adaptive Approach
e) Normative-Adaptive Approach
25. The _____ is based upon the idea that people are social beings and that human
behavior can be changed by changing the social norms of the group and can be
very difficult and time-consuming.
a) Rational-Empirical Approach
b) Normative-Reeducation Approach
c) Power-Coercive Approach
d) Environmental-Adaptive Approach
e) Normative-Adaptive Approach
26. The _____ attempts to gain compliance through the exercise of power, authority,
rewards, or threat of punishment.
a) Rational-Empirical Approach
b) Normative-Reeducation Approach
c) Power-Coercive Approach
d) Environmental-Adaptive Approach
e) Normative-Adaptive Approach
Information Technology Project Management 5e – Marchewka
27. The _____ attempts to abolish old ways and institute the new structure as soon as
possible.
a) Rational-Empirical Approach
b) Normative-Reeducation Approach
c) Power-Coercive Approach
d) Environmental-Adaptive Approach
e) Normative-Adaptive Approach
28. A change management plan based on the _____________ should provide each
individual with the purpose, a picture, and a part to play.
a) Rational-Empirical Approach
b) Normative-Reeducation Approach
c) Power-Coercive Approach
d) Environmental-Adaptive Approach
e) Empirical-Scientific Approach
29. The approach that takes the basic view that people are social beings and the that
behavior can be changed by changing the groups core values, beliefs, and
relationships.
a) Rational-Empirical Approach
b) Normative-Reeducation Approach
c) Power-Coercive Approach
d) Environmental-Adaptive Approach
e) Empirical-Scientific Approach
30. The approach that is based on the premise that although people avoid disruption
and loss, they can still adapt to change is the: