Ch.17 | Exam Questions – Helping People through Change and

The Art of Leadership, 6e (Manning)

Chapter 17 Helping People through Change and Burnout Prevention

1) In the context of changes in a workplace, mergers and acquisitions are most likely classified as changes in

A) technology.

B) people.

C) tasks.

D) structure.

2) In the context of changes in a workplace, changes in products and processes are most likely classified as changes in

A) technology.

B) people.

C) tasks.

D) structure.

3) A recent survey shows that ________ of the North American companies engaged in eleven or more change initiatives within a five-year period.

A) 42 percent

B) 11 percent

C) 88 percent

D) 97 percent

4) In the context of managing people through change, which of the following is most likely a response of the middle management to change?

A) They feel threatened by changes announced by management.

B) They feel pressure to implement organizational change.

C) They underestimate the impact of change on lower levels of the organization.

D) They expect employees to go along when a change is announced.

5) In the context of managing people through change, which of the following is most likely a response of frontline employees to change?

A) They underestimate the impact of change and become insulated.

B) They feel pressure to implement organizational change.

C) They do not know the results of their decisions and programs.

D) They shut down and become morale casualties.

6) John Kotter identified an 8-stage process to produce successful change, including ________.

A) leading by example

B) developing future leaders

C) keeping a positive attitude

D) developing a vision and strategy

E) none of these

7) In the context of the strategies for dealing with change, which of the following phases of the attitude curve includes fact-finding and visioning an ideal future?

A) The denial phase

B) The resistance phase

C) The commitment phase

D) The exploration phase

8) In the context of the attitude curve in response to change, which of the following is a characteristic of the resistance phase?

A) Unpleasant thoughts are ignored or dismissed in favor of more satisfying thoughts.

B) Security and other needs are threatened, so overt defenses are employed.

C) There is recognition that something must be done.

D) Dedication continues until a new change occurs.

9) Depression and loss of sharpness in thinking and feeling are symptoms of ________ fatigue.

A) physical

B) spiritual

C) psychological

D) none of these

10) In the context of burnout, which of the following refers to burnout victims who were once high performers but whose enthusiasm is gone?

A) Midcareer coasters

B) Burned-out Samaritans

C) Overstressed students

D) Mismatched people

11) In the context of burnout, which of the following refers to burnout victims who do their job well but who do not like what they are doing?

A) Overstressed students

B) Midcareer coasters

C) Mismatched people

D) Superpeople

12) In the context of burnout, which of the following refers to burnout victims who want to do everything themselves because no one else can or will, and they have never let anyone down?

A) Workaholics

B) Midcareer coasters

C) Mismatched people

D) Superpeople

13) In the context of dealing with burnout, which of the following is most likely an example of a short-term action?

A) Setting priorities

B) Deep breathing

C) Renewing commitments

D) Clarifying values

14) In the context of dealing with burnout, which of the following is most likely an example of a long-term solution?

A) Setting priorities

B) Deep breathing

C) Reducing workload

D) Clarifying values

15) The seven rules to guide leaders in implementing change include

A) having a good reason for making a change.

B) implementing change thoughtfully.

C) telling the truth.

D) waiting patiently for results.

E) all of these.

16) In the context of the attitude curve in response to change, which of the following is a characteristic of the denial phase?

A) Unpleasant thoughts are ignored or dismissed in favor of more satisfying thoughts.

B) Security and other needs are threatened, so overt defenses are employed.

C) There is recognition that something must be done.

D) Dedication continues until a new change occurs.

17) In the context of dealing with burnout, which of the following is most likely an example of an emergency aid?

A) Taking care of one's body

B) Renewing commitments

C) Taking a physical retreat

D) Reducing workload

18) In the context of dealing with burnout, which of the following is most likely an example of a long-term solution?

A) Taking care of one's body

B) Taking a physical retreat

C) Engaging in positive self-talk

D) Developing personal competencies

19) Sources of job stress for increasing number of people are

A) new technology.

B) global competition.

C) changing work systems.

D) workforce diversity.

E) all of these.

20) A blueprint for protecting the health and well-being of American workers includes

A) well-designed jobs.

B) education of workers.

C) evaluation systems.

D) improved mental health services.

E) all of these.

21) In the context of the diffusion of innovation curve, the point at which an innovation or change is accepted by enough people for it to take root and grow is known as the

A) saddle point.

B) tipping point.

C) glass ceiling.

D) transcritical bifurcation.

22) Long-term solutions to avoiding burnout are

A) reducing workload and setting priorities.

B) clarifying values and renewing commitments.

C) talking with a friend and taking a physical retreat.

23) In "100 Best Companies to Work For," Fortune magazine cites ________ as the most important criterion.

A) work–life balance

B) location

C) pay

D) opportunity to advance

24) The characteristics of a stress-resistant person include all but one of the following:

A) personal commitment.

B) sense of control.

C) positive attitude.

D) balanced perspective.

E) social status.

25) In the context of stress resistance, the ability to transcend adversity and emerge stronger than before is known as

A) adaptive capacity.

B) axiological arrest.

C) cognitive dissonance.

D) pragmatism.

26) According to the ________, people perform best when mental and physical arousals are moderate rather than extreme.

A) Peter principle

B) Yerkes–Dodson law

C) peak-end rule

D) Pygmalion effect

27) In the context of recognizing stress across cultures, which of the following defines the Japanese term Karoshi?

A) It is defined as a corrective action taken to support core values, such as truth, trust, and respect.

B) It is behavior that violates organizational norms and threatens the well-being of the organization.

C) It is a psychological discomfort experienced when attitudes and behavior are inconsistent.

D) It is defined as a fatal mix of apoplexy, high blood pressure, and stress.

28) Effective leaders of organizational change are

A) contemplative and cautious.

B) information providers on a need to know basis.

C) boundary scanners and system thinkers.

D) practitioners of power politics.

E) determined to have their way.

29) According to research conducted by Japan's Institute of Public Health, patterns of work behavior that include extremely long hours that interfere with normal recovery and rest patterns and high-pressure work without breaks lead to the fatal

A) Angelman syndrome.

B) hikikomori phenomenon.

C) Karoshi syndrome.

D) Kodokushi phenomenon.

30) The trend from 1979–2009 for married and middle-income U.S. parents has been to work ________ number of hours per week.

A) decreasing

B) increasing

C) the same

31) The four stages in the typical path to burnout are

A) attention, intention, retention, and dismissal.

B) enthusiasm, slowdown, stagnation, and apathy.

C) start-up, build-up, keeping-up, and breakdown.

D) alarm, vigilance, exhaustion, and capitulation.

32) Two out of three employees say their ________ play(s) a bigger part in creating stress at work than any other personal, organizational, or environmental factor.

A) co-workers

B) schedule

C) working conditions

D) leader

33) The five highest stress jobs in the United States for 2015 were

A) enlisted soldier, fire fighter, newspaper reporter, airplane pilot, and police officer.

B) accountant, sales person, researcher, repair professional, and IT professional.

C) nurse, physician, medical technician, health sales person, and medical researcher.

D) manager, supervisor, executive, director, and boss.

34) The Danish philosopher Soren Kierkegaard thought people could be divided into ________ and drivers; takers and givers.

A) movers

B) introverts

C) extroverts

D) drifters

35) Benjamin Franklin prescribed taking time for

A) city, state, nation, family, friends, health, books, and rest.

B) thinking, playing, reading, love, friends, laughter, giving, and working.

C) exercise, eating, sleeping, music, art, theater, conversation, and statecraft.

D) purpose, service, study, security, growth, maintenance, balance, and joy.

36) The meaning of the "grapefruit syndrome" is to

A) use time management.

B) prioritize activities.

C) be less judgmental.

D) be more productive.

37) The four steps in the typical path to burnout are enthusiasm, slowdown, stagnation, and apathy.

38) According to the diffusion of innovation curve, at the tipping point, an innovation or change is accepted by enough people for it to take root and grow.

39) Important keys for success in implementing work-site health promotion include long-term commitment, top management support, clearly defined objectives, and family involvement.

40) According to social psychologist Kurt Lewin's three-step process for helping people through change, unfreezing involves such factors as pointing out the successes of the change and finding ways to reward the people involved in implementing the change.

41) The empowerment of people is a key element for successful organizational change.

42) In general, the least stressed workers are those at the bottom of the job ladder.

43) In the executive monkey study, the monkey who maintained control over the shocks remained healthy, while the monkey with no control over the shocks developed ulcers and died.

44) Strategies for dealing with burnout include emergency aid, short-term actions, and long-term solutions.

45) There is a tendency for people to judge a change (task, technology, structure, people) primarily on the basis of how it will affect themselves.

46) Research shows that the more overworked employees feel, the more likely they are to make costly mistakes and the less committed they feel toward their employers.

47) According to the attitude curve in response to change, in the exploration phase, unpleasant facts are ignored or dismissed in favor of more satisfying thoughts.

48) The five major forces or trends that are sources of stress for increasing number of American people are new technology, workforce diversity, global competition, organizational restructure, and changing work systems.

49) The stress resistant person has adaptive capacity traced to five characteristics of a hardy personality—personal commitment, sense of control, positive attitude, balanced perspective, and caring relationships.

Match the items below with their descriptions

A) primary sources of job stress

B) strategies for dealing with burnout, such as clarifying values, making lifestyle changes, developing personal competencies

C) types of change going on in the American workplace

D) strategies for dealing with burnout, such as reducing workload, setting priorities, taking care of one's body

E) types of burnout victims

F) effective responses to change

G) too many demands, plus high expectations and deep personal involvement, plus too few actions taken to replenish energy consumed

H) the result of overload, undercare

I) rules for helping people through change

50) long-term solutions

51) emergency aid

52) short-term actions

53) new technology, workforce diversity, global competition, organizational restructure, changing work systems

54) burnout process

55) have a good reason for making a change, personalize change, implement change thoughtfully, put a respected person in charge, tell the truth, wait patiently for results, acknowledge and reward people

56) workaholics, burned-out Samaritans, mismatched people, mid-career coasters

57) burnout

58) structure, tasks, technology, people

59) exploration, responsibility, commitment