Question : 68.BusCorp wants to introduce a new procedure for processing customer : 1243838

68.BusCorp wants to introduce a new procedure for processing customer requests. If this change will require employees to break old routines and adopt new role patterns, the preferred strategy for dealing with resistance to this change such as this is: 

A.communication.

B.learning.

C.stress management.

D.negotiation.

E.coercion.

69.Employee involvement is almost an essential part of the change process unless the: 

A.benefits of change are unknown to the employee.

B.organization is looking for a gradual change.

C.change must occur quickly in the organization.

D.employee strength of the organization is huge.

E.organization is planning to introduce continuous changes.

70.Bezel Systems is introducing a few organization-wide changes. A coalition of employees will clearly lose out from the proposed changes and they have enough power to cause the change effort to fail. Assuming that the change effort can proceed slowly and cost is not an issue, the preferred strategy for dealing with this resistance to change is: 

A.communication.

B.employee involvement.

C.stress management.

D.negotiation.

E.coercion.

71.Which of the following strategies to reduce the restraining forces should be used only if all other strategies fail? 

A.Coercion

B.Negotiation

C.Stress management

D.Communication

E.Training

72.Change agents should introduce new rewards and information systems to: 

A.unfreeze the new behavior.

B.begin the process of appreciative inquiry.

C.avoid action research.

D.refreeze the desired conditions.

E.unfreeze the organizational change.

73._____ leaders are agents of change because they develop an appealing vision of the desired future state, communicate that vision in ways that are meaningful to others, make decisions and act in ways that are consistent with that vision, and build commitment to that vision. 

A.Operational

B.Transformational

C.Charismatic

D.Collaborative

E.Transactional

74.In the organizational change process, strategic visions: 

A.could increase or decrease the resistance to change.

B.should be suppressed as the change process might require an alternate strategy.

C.could minimize fear of the unknown.

D.form the second stage of action research.

E.lead to negotiations between management and employees.

75.Which of the following is true about organizational change? 

A.Change agents work best when they lead the initiative alone.

B.Groups of people with different degrees of commitment to the change contribute most to the success of public sector organizational change.

C.Guiding coalitions that lead organizational change are limited to the executive team.

D.Change occurs more informally through social networks.

E.Viral change should be avoided in organizations.

76.Action research is: 

A.the theoretical foundation for appreciative inquiry.

B.a form of team-building activity.

C.a highly participative process of planned change.

D.a social structure created alongside the formal organization for the purpose of refreezing the desired conditions.

E.a process with very high level of people orientation.

77.According to the action research model, the _____ before diagnosing the need for change. 

A.client-consultant relationship needs to be formed

B.effectiveness of the change effort needs to be evaluated

C.disengagement of the consultant’s services needs to be addressed

D.change effort needs to stabilize

E.intervention needs to be introduced