1. Lewins force field analysis model helps change agents to

a. identify ways to prevent the external environment from changing

b. set up pilot projects in which the change process is initiated

c. adopt a positive approach to managing change

d. diagnose the forces that drive and restrain proposed organizational change

2. Many Western models of change, such as Lewins force field model, differ from assumptions about change in other cultures. One such difference is that Western models tend to view change

a. as a logical linear sequence with a beginning and an ending

b. as a meandering process whereby one change causes another change, which leads to another change, and so forth until the original change objective is eventually achieved

c. as a process that maintains harmony and equilibrium rather than conflict and tension

d. as a cyclical phenomenon, similar to the earth's revolution around the sun

3. The chief operating officer (COO) at call center Ceva Corp. has been urging Cevas employees to provide better customer service. The employees respond that they already receive customer service training and believe they are serving customers well enough. They particularly note that the companys high market share in the industry suggests that everything is going well. Yet Cevas COO has received an increasing number of complaints from clients and Cevas customer service ratings have slipped behind two other call center firms. In this situation, the best advice to Cevas COO would be to

a. introduce various forms of punishment (such as cutting pay rates) for employees who do not improve their customer-service behavior

b. stop trying to improve customer service and instead focus on other ways to increase the company's market share

c. more frequently and forcefully ask employees to improve their customer service

d. inform employees about the client complaints and that Ceva's competitors are achieving higher customer service ratings

4. ABC Company hired an outside consultant to develop new procedures for inventory management, but most warehouse employees have resisted implementing the new procedures. Many privately complain that they were not consulted on the new procedures, so the consultants ideas make the warehouse employees look incompetent. Which of the following best explains the warehouse workers resistance to change in this situation?

a. breaking routines

b. not-invented-here syndrome

c. negative valence of change

d. fear of the unknown

5. Which of these statements about viral change is FALSE?

a. viral change relies mainly on the change agent's use of transformational leadership activities to influence employees

b. viral change is not easily controlled by the formal change agent

c. viral change relies mainly on informal social networks

d. viral change partly occurs through observing the behavior of other employees