When JetBlue left their customers sitting on the tarmac for hours on Valentine’s Day, and their CEO was ultimately terminated as a result, the company was responding to (pick the best group) (Points : 7) external, reputation, and credibility pressures. hypercompetition, market decline, and internal pressures. mandated, fashion, and force field pressures. growth, identity, and new broom pressures. All of the above

Question 2. 2. (TCO A) Which of the following best shows a company responding to identity pressures? (Points : 7) McDonalds when they started selling coffee drinks and salads Domino’s pizza’s new crust and pizza recipe Dairy Queen when it invented “the Blizzard” The Wall Street Journal when it went online All of the above

Question 3. 3. (TCO B) Which of the following best defines the “Six Box” model of diagnosing change? (Points : 7) Includes purpose, structure, rewards, and helpful mechanisms Is based on the conceptualization of the organization as a transformation process Can be a starting point for an organization that has not given attention to the trends that may impact its future operations Includes strategy, structure, process, and lateral capability Includes structure, style, skills, super-ordinate goals, etc.

Question 4. 4. (TCO B) Using a model like the Burke-Litwin Model to assist with diagnosing change will help the leader to do what? (Points : 7) Create change agents who act more like caretakers than interpreters Conceptualize the change from fuzzy to a clear map Hire more employees when unemployment levels start to drop Empower change agents to increase expenses for tax reasons All of the above

Question 5. 5. (TCO C) The Burke-Litwin model differentiates between what two factors, better than other models? (Points : 7) Transformational change and environmental change Transactional change and transformational change Environmental change and structure Motivation and leadership Performance and motivation

Question 6. 6. (TCO C) The four-frame model of diagnosing change stems from the belief of its inventors that leaders in organizations must (Points : 7) understand that not everyone in an organization is ready to be asked to step up to the plate as a change agent. review the landscape, picture the new landscape, mold the new landscape, and freeze the new landscape. stop using the human resource department as change managers. accept that project managers may be the best change agents for all organizations. unlock their perceptions, review their biases, and reinterpret the organization through different lenses without “blind spots”.

Question 7. 7. (TCO D) When leaders enact a vision through exemplification of required behaviors, thereby promoting themselves and their vision, they are (Points : 7) scripting. performing. staging. norming. framing.

Question 8. 8. (TCO F) Emotional intelligence domains help us determine when a person, or potential change agent, is ready for leadership. We know that people have reached the “self-management stage” when (Points : 7) they are honest, keep their emotions under control, but are able to selflessly recognize that almost every situation is going to end up unfavorable to the company. they build bonds, resolve conflict, and pass competency tests for having “great intuitive” powers. they exhibit integrity, initiative, and optimism. they know their own limitations. they are self-confident but not arrogant.

Question 9. 9. (TCO G) The “media richness” approach to communicating change states that (Points : 7) routine changes should be explained in “media rich” communication like simulations or “video game” style communication pieces whereas nonroutine changes should be in a leaner and more impersonal form of communication piece like an e-mail or bulletin board announcement. the use of an e-mail to explain a routine change is fine, but when nonroutine difficult management problems/changes need to be communicated, “media rich” communication like a face-to-face meeting should be considered. media richness scales start with the lowest on the scale being the most impersonal of communication methods (flyers, computer reports) and the highest on the scale being a physical presence (face-to-face communication). media richness scales start with the highest on the scale being the most impersonal of communication methods (flyers, computer reports) and the lowest on the scale being a physical presence (face-to-face communication). Both A and D are correct and B and C are incorrect Both B and C are correct, and A and D are incorrect

Question 10. 10. (TCO G) The change agent image of “interpreter” will most likely use which of the following key communication skills? (Points : 7) Therapeutic listening skills Appreciative listening skills Appeal through deals Storytelling, connecting the dots Emotional breakdowns

Question 11. 11. (TCO H) A sign that a change is “sustained” could be seen as (Points : 7) a significant and abrupt drop in the stock price of the company. receiving an offer from a competitor to buy the company. sending out WARN act notices. finding that the change has become baked into the culture. a reward system which is outdated.

Question 12. 12. (TCOs F, G, H) Review this scenario.
Drug Company CRZ is notified that its new anti-depressant drug, “Interplay” is causing its patients to experience hallucinations and serious heart palpitations. The FDA issues a recall and investigation. Company CRZ reviews the formula and invests $95 million in new research and development. Five of the scientists go to the department head and state that they believe the new version of the drug will actually be worse than the older version, and that the drug needs to be scrapped entirely. The company has already announced to their shareholders they expect FDA approval in the next 6 months, so he orders them back to the drawing board, and gets authority for another $85 million in R&D. Interplay gets final approval from the FDA in 6 months, and the new medication releases to the public. The department head is promoted to Executive Vice President of the company. In 6 months, the drug is determined to have killed 6% of its users and is being called the “new LSD of the 21st Century.” In the debriefing stage, the Ex-Executive VP is heard to say, “We had put so much $$ into it, I just had to see this through to fruition.”
Which of the following statements is most applicable and appropriate to use in this situation? (Points : 8) Expect some unanticipated outcomes. Be alert to some measurement limitations. Don’t declare victory too soon. Beware escalation of commitment. Recognize “productive failure: