AOE 8 – Change Management: Chapter Quiz

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Which of the following terms is most appropriately defined as the study of how simple systems can generate complicated behavior and is a state where patterns cannot be made or details understood? (Choose the best response.)
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Chaos
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Which of the following states that the central premise as it relates to organizations is that order can emerge out of chaos? (Choose the best response.)
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Complexity
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Which of the following best describes how the chaos theory relates to organizational change? (Choose the best response.)
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Chaos is the result of an organizational system resisting change and then reaching a point where change is unavoidable. At this point, change occurs rapidly and can take the system in unexpected directions.
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Although theorists do not agree on which characteristics are most important with regard to chaotic and complex systems, most accept several characteristics as the central part of the chaos and complexity theory. Which of the following is NOT one of those characteristics? (Choose the best response.)
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Problem events within a system are usually microcosms of the chaos within it, and dissecting an individual event reveals the key issue of the organization.
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You are doing a study of anomalies in organizational patterns. These anomalies would normally be considered “noise” or experimental error. Your goal is to find underlying order in apparently random data. This type of study is most closely related to _____________________. (Choose the option that completes the sentence accurately.)
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Chaos theory
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You have determined that many employees are not adhering to a new compliance program. In a subsequent focus group, you asked a group of managers to compare the requirements of the compliance program with actual behaviors in their work units. You also asked them to determine what patterns―similarities and differences―have emerged across the company. What theory applies to this illustration? (Choose the best response.)
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Chaos and complexity theories
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As an internal change consultant, you are working with managers to help them see the benefits to loosening their control and allowing teams to self-organize. Which theory are you using to help facilitate change in this organization? (Choose the best response.)
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Complexity theory
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Which of the following is defined as a data-driven approach to analyzing and solving root causes of business problems to help organizations formulate and integrate business strategies and missions and to deal with constantly changing and increasingly complex requirements? (Choose the best response.)
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Six Sigma
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The LEAN principle defines the value stream as ______________. (Choose the option that completes the sentence accurately.)
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All the activities across every department involved in delivering the product or service
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In Bloom’s taxonomy, which level is highest on the hierarchy? (Choose the best response.)
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Evaluation
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You have been asked to select a supplier for a communication program. As the training manager for your company, you want to select the best supplier based on criteria presented by your internal customers. Which of the following techniques can you use to assist with the supplier selection process by dividing criteria into musts and wants and applying a weighted comparison to determine the best supplier? (Choose the best response.)
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Kepner-Tregoe process
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You have just been hired as a TD professional by the training department of a cleaning supply manufacturer and are still in the onboarding process. You are observing a LEAN team meeting in which team members are discussing their project. One of the team members turns to you and asks, “How much do you know about the LEAN concept?” You quickly search your brain for some of the facts that you learned while studying for your CPLP and miraculously come up with a response. What do you say? (Choose the best response.)
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LEAN uses metrics and enabling practices to simplify work, make it easy to understand, accomplish it on time, and manage the flow with efficiency.
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Which of the following uses data collection in the form of collecting people’s stories of something at its best by structuring questions and information to focus on the positive to initiate organizational change? (Choose the best response.)
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Appreciative inquiry theory
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What phase of the 4-D cycle includes developing statements such as, “We want to be the employer of choice,” “We want to delight our customers,” and “We want to envision ideas for growth”? (Choose the best response.)
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Topic
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In what phase of the 4-D cycle do participants explore and discuss their visions, hopes, ideas, and dreams for the future? (Choose the best response.)
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Dream
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One important concept to keep in mind while engaging in positive dialogue is ______________. (Choose the option that completes the sentence accurately.)
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Choosing the right tone
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Designing methods for creating the desired state begins by asking the question ______________. (Choose the option that completes the sentence accurately.)
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What should be?
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As the training manager for your organization, you have been asked to implement a major change within the warehouse. The manager has asked you to suggest several approaches. You have researched some of the best and are prepared to offer your suggestions. Which of the following is NOT a wise approach? (Choose the best response.)
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Limiting the number of people involved with identifying actions
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You are working with a department manager in your role as an internal consultant. You are developing interview questions to learn more about the department. Since you are studying appreciative inquiry theory, you decide to follow the process within the discovery phase. While editing your interview questions, which of these questions did you eliminate? (Choose the best response.)
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Can you tell me what problems or issues need solving?
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You are a new department head hired to lead change in your department. You have asked a TD professional to assist you with implementing some of the changes. Given that change is difficult for people in your company, you have decided to implement an appreciative inquiry process that involves as many people as possible in the dream phase. The TD professional offers several options. Which one do you choose? (Choose the best response.)
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Conduct an Idea Day Café so participants can discuss their visions, hopes, and ideas for the future
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Which of the following statements describes a disadvantage of flat organizational structures? (Choose the best response.)
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The interaction among workers is more frequent; thus, this structure depends more on personal relationships between workers and managers. Therefore, the structure can be more time consuming to build than a hierarchical model.
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A key tenet of postindustrial leadership theory is that ______________. (Choose the option that completes the sentence accurately.)
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It is everyone’s job to learn continually because leadership is demanded at every level of the organization
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In industrial leadership models, leadership was congruent with which of the following? (Choose the best response.)
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Hierarchies and bureaucracies with one leader at the top
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A TD professional is researching leadership models focused on people and the process of leadership where there is a key demarcation between leadership and management. All of the following postindustrial leadership models support this distinction EXCEPT ______________. (Choose the option that completes the sentence accurately.)
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Group
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A CEO often communicates the importance of “stretch goals,” which are challenge goals that encourage employees and show confidence in their abilities to hit these goals. This CEO’s leadership style is best described as ______________. (Choose the option that completes the sentence accurately.)
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Achievement-oriented
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An organization is facing a major leadership deficit because approximately 30 percent of the senior managers are expected to retire over the next five years. When looking at potential leaders in the organization, the current senior leaders complain that younger employees do not have the work ethic to be willing to work 12- to 14-hour days and come into the office on weekends. The force of change affecting the organization in this case is ______________. (Choose the option that completes the sentence accurately.)
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Diversity in workforce across generations
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All of the following are internal factors that contribute to a learning culture in an organization EXCEPT ______________. (Choose the option that completes the sentence accurately.)
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Competing for scarce resources
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In which organizational model does the line of authority flow from the top to the lower levels of the organization, and, on each level, managers have authority over their areas and employees, who, in turn, have authority over others? In this structure, every employee reports to a single immediate supervisor. (Choose the best response.)
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Hierarchical
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Which organizational structure’s advantages include the following characteristics: The structure is simple and easy to comprehend, management authority and job responsibility are easily defined, and budgeting and cost controls are easier to manage? (Choose the best response.)
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Hierarchical
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Which of the following techniques is most important in affecting cultural change in an organization? (Choose the best response.)
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Modeling and supporting desired values and beliefs at organizational gatherings
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You are coaching the manager of a help desk who believes the way to increase employee productivity is to employ tight workplace controls and close supervision. You are helping him understand that there are other ways to motivate employees. Which motivation theory is this manager currently using? (Choose the best response.)
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Theory X
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As the new director of the TD department in your organization you want to exemplify all of the skills of an excellent leader. Which of the following would we NOT expect of you? (Choose the best response.)
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Manage and direct the work of employees
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You are leading a change effort in your organization. You have asked the CEO to use formal and informal channels of communication to inform employees about the values, beliefs, and vision for the future of the organization. Your CEO is willing, but asks you why you want her to do this. You respond that by doing this, she is ______________. (Choose the option that completes the sentence accurately.)
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Applying leadership skills to influence others (followers) to accomplish an objective
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You are a TD professional working in an insurance company with a very traditional senior leadership team. They have asked you to redesign the company leadership development program and to identify resources to support continued leadership development for the senior leaders as well. During these discussions, you discover that the leadership team believes most people need to be highly supervised and at times coerced to do a good job. Which of the following theories does this group subscribe to? (Choose the best response.)
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Theory X
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You are coaching a new member of the leadership team. He is reading about exceptional leaders in history and believes that these leaders were born with innate inherited abilities suited for leadership. You tell him that his thinking is most closely aligned with which leadership theory? (Choose the best response.)
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Trait theory
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You are an external consultant who has been hired by one of the earlier technology companies to work with senior leaders to drive change throughout the organization. At one time this company held the top spot in technology. As they continue to lose market share, they realize they need to identify what is preventing them from accomplishing their business goals. You suggest they begin by examining several forces of change on organizations. You recommend three areas. Which do you NOT recommend? (Choose the best response.)
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Need for telework and other flexible options for employees
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According to Lewin, what must an organization first identify before it can change? (Choose the best response.)
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Current state
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Which of the following is NOT a primary component to consider when planning for change? (Choose the best response.)
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Conducting individual training needs assessments
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What is the order of the five stages of managing a change process? (Choose the best response.)
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Initiating, planning, executing, controlling, and closing
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Which of the following analyses is used to identify driving and restraining forces and helps to overcome resistance and complacency in change initiatives? (Choose the best response.)
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Force field analysis
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Employees go through stages of readiness before they make a true commitment to change. Which of the following best describes the second stage of readiness? (Choose the best response.)
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Employees see a need to change but only engage in contemplation; they are willing to think about it but put off making a decision.
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According to Albrecht’s change response cycle, when an organizational change is first introduced, which of the following response phases describes employees’ initial reaction to the change? (Choose the best response.)
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Threat
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Which of the following is NOT a phase in Albrecht’s change response cycle? (Choose the best response.)
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Complacency
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The four general types of change strategies are facilitative, informational, attitudinal and ______________. (Choose the option that completes the sentence accurately.)
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political
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Process-oriented change is a type of change that includes all of the following EXCEPT ______________. (Choose the option that completes the sentence accurately.)
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Leadership
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The leader or sponsor answers the “what” and “why” of a change while the change agent answers the ______________. (Choose the option that completes the sentence accurately.)
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“How” and “when”
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The two types of pacing methods for setting milestones are time-based and ______________. (Choose the option that completes the sentence accurately.)
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Event-based
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An impact analysis seeks to minimize negative effects of the change by ______________. (Choose the option that completes the sentence accurately.)
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Identifying potential areas of concern
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In force field analysis, which of the following is a resisting force? (Choose the best response.)
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Cost factors
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Your department developed a training program to help employees prepare for a new organizational process. Everyone’s jobs will be easier once they learn the new process. You are excited about it. While presenting the new course, you see that some employees are not engaged and sit quietly while others are challenging the details of the process. What do you suspect is happening? (Choose the best response.)
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The employees may not be motivated and committed to this change.
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Your manager is holding a meeting of her staff to discuss ideas that she can use to convince upper management that a change initiative is needed. As the staff discuss ideas, which of the following is likely to be considered as one of the strategies that she can use? (Choose the best response.)
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Remedy selling
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You have been asked to work with your COO to facilitate a change. You will act as the change agent to facilitate the process. The COO will sponsor the change effort and be seen by the organization as the change leader. You are clarifying your roles with each other. Which action will be required of your COO? (Choose the best response.)
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Develop the vision
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You are an external consultant. A large department store chain has brought you in to help implement a change. It seems the chain hired a CEO from Silicon Valley a year ago to breathe new life into the store. Unfortunately the customer base was aging baby boomers who did not purchase the new merchandise and were dismayed with the store changes. Profits plummeted and Wall Street did not react kindly to the changes. Now the chain has asked its former CEO, who was well liked and led the company through steady growth years, to come back and straighten things out. You are meeting with the CEO and discussing possible overarching strategies. With which type of change strategy do you recommend he start? (Choose the best response.)
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Political
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You have recently joined an entertainment company as an organizational development specialist. Your job is primarily to support the TD department to implement change throughout the organization. You are in a staff meeting describing how various employees are responding to the change. Your colleagues tell you to rely on one group of people to help you early in the implementation stage of the change effort. Which group do they recommend will be the most helpful?
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Early adopters
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In the sender-receiver model, which term best describes any mindsets, opinions, or biases that may affect how communication is received? (Choose the best response.)
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Filter
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Which of the following is NOT a barrier to communication? (Choose the best response.)
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Written communication
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When communicating change initiatives to others, which of the following is NOT one of the key points that will help ensure all involved understand? (Choose the best response.)
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Provide information only at the outset of a change initiative
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Intelligibility or understandability of speech depends on several factors. Which of the factors below serve no positive communication function? (Choose the best response.)
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Overuse of stock expressions
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All of the following are examples of how a change manager can use an informal network EXCEPT to ______________. (Choose the option that completes the sentence accurately.)
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Discuss personnel issues of specific individuals
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What is “noise” in the communication model described in this chapter? (Choose the best response.)
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A barrier to communication
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You are a TD professional facilitating a meeting with key stakeholders. You open the meeting by saying the following: “Good morning, uh, thanks for coming today. Uh, I am, uh, especially thankful for, uh, your participation in, uh, our discussion today about training methodologies.” The speech patterns exhibited in this situation are known as ____________. (Choose the response that best completes the sentence.)
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Vocalized pauses
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As a TD professional, you are providing a peer assessment to one of your co-workers in the same role. During the feedback process, she politely asks if it is OK if she answers an urgent email message while you talk. You state that you would prefer that she wait and then describe the potential problem that could result from this behavior. What do you describe to her? (Choose the best response.)
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A disruptive setting that challenges both professionals’ ability to communicate
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As a TD professional you are discussing process thinking and design with a new manager. He wants to examine a key process in his department. You are helping him understand how to ensure this effort will be most successful. He has laid out four items he wants to incorporate. You tell him that he is on the right track and that he should implement all but one. Which one do you tell him to disregard? (Choose the best response.)
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Ask individual employees to monitor their time on and off the process
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As a TD professional, you are discussing listening skills with a group of participants in the classroom. One of the participants raises his hand and says, “Listening is 100 percent the responsibility of the listener. If the listener does not understand the message, it isn’t the speaker’s fault.” How do you respond? (Choose the best response.)
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“There are many things that get in the way of understanding the message including the sender’s message, the listener’s interpretation, the environment, the filters by both the sender and the listener, and many other things.”
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You are a part of a change effort. Everyone knows how important listening is when trying to make a change. You have the dubious responsibility of telling your senior leaders that employees do not think they are being heard by their leaders. One of the leaders challenges you by saying, “I’ve been to a listening class. I do listen. I nod my head, make good eye contact, and take notes when I need to. What else do you want me to do?” How do you respond? (Choose the best response.)
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“It depends on what is needed. You may need to listen for clarification or be an empathetic listener during change discussions.”
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Six Sigma’s goal is to move business product or service attributes within the zone of customer specifications and dramatically shrink process variation—the cause of defects that negatively affect customers. Six Sigma may be an effective technique to use in change initiatives because ______________. (Choose the option that completes the sentence accurately.)
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It provides specific tools and approaches that can be used to reduce defects and improve processes
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You are a TD professional who works in an advertising agency. You are meeting with the VP of marketing to discuss the importance of involving employees to aid the change process. She is not buying in until you say one thing. Which of the following is the best reason for involving employees in change? (Choose the best response.)
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It helps people become committed to the change.
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You have been asked to prepare a communication plan to distribute a list of critical issues regarding the change strategy to employees. Your training director has tried to “help” you by providing examples of media that you can use. As you look down the list, one of her suggestions is not a recognized media venue for communication. Which of the items on your director’s list is NOT a recognized media format for a communication plan? (Choose the best response.)
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An experiential learning activity that involves outdoor physical activities
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Your training department has been asked to join a group attempting to implement Six Sigma processes into their finance department. The implementation team is in the beginning stages of review but is looking for input from the training department. At this stage of implementation, where can your training department have the greatest effect in supporting the Six Sigma initiative? (Choose the best response.)
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Coaching leaders on how to implement Six Sigma

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