Fundamentals of Management, 10e (Robbins)

Chapter 8 Managing Change and Innovation

1) Change can't be eliminated, so managers must learn to ________ successfully.

A) avoid it
B) ignore it
C) work around it
D) manage it
Answer: D
Explanation: Since change can't be eliminated, managers must learn to manage it successfully,
making that the correct response. Avoiding change is impossible, making that choice an incorrect
response. Ignoring change or trying to work around it would not prevent managers from being
affected by change, so those options are incorrect.
Diff: 1
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

2) Which of the following is an example of a structural organizational change?

A) changing employee attitudes
B) changing work practices
C) purchasing new work equipment
D) changing managerial span of control
Answer: D
Explanation: Changing work practices and obtaining new equipment are examples of changing
technology, so those two choices are not correct. Changing attitudes is an example of a "people
change," so "changing employee attitudes" is not correct. Structural changes involve changing
relationships between people within the organization. Since span of control changes
interpersonal relationships, it qualifies as a structural change, so "changing managerial span of
control" is the correct response.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

3) Which of the following is an example of a technology change within an organization?

A) forming teams to complete tasks
B) workers using new software
C) workers wanting to telecommute
D) workers wanting flexible hours
Answer: B
Explanation: A technology change requires the organization to change the way work is done.
Using new software is a change in the method of getting work done, so that choice qualifies as a
technology change and is the correct answer. Forming teams changes organizational structure, so
it is a structural change, not a technology change. Workers wanting to telecommute or have more
flexible hours are attitude changes, so they qualify as "people changes," not technology changes.
Diff: 2
AACSB: Information technology
LO: 8.1: Define organizational change and compare and contrast views on the change process.

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4) Which of the following is an organizational "people change"?
A) work methods that people use
B) authority relationships between people
C) attitudes that people have
D) job redesign
Answer: C
Explanation: Though work methods, authority relationships, and job redesign all involve people,
an organizational change is a "people change" only when it involves changes in attitudes,
behavior, expectations, or perceptions of people. This makes those three choices incorrect
responses and "attitudes that people have" the correct response, because it is the only response
that refers to attitudes.
Diff: 3
LO: 8.1: Define organizational change and compare and contrast views on the change process.

5) Which of the following is an organizational structure change?

A) the building of a new workshop
B) resentment of bosses by employees
C) a new way to package chocolate cake
D) changing who reports to whom
Answer: D
Explanation: A structure change must alter the relationships between people in an organization.
Changing who reports to whom alters an authority relationship, so it is a structure change,
making it the correct response. Both a new workshop and a new way to make cake are work
method or technology changes, not structure changes, so they are incorrect choices. Resentment
is an employee attitude change, so it qualifies as a people change, not a structure change.
Diff: 2
AACSB: Application of knowledge
LO: 8.1: Define organizational change and compare and contrast views on the change process.

6) Which of the following is an organizational technology change?

A) purchase of a new backhoe
B) employees expecting a raise
C) employees accepting a new schedule
D) widening of span of control
Answer: A
Explanation: A technology change requires a change in how work is done or what it is done
with. New equipment qualifies as a technology change, so "purchase of a new backhoe" is the
correct response. Both employees expecting a raise and employees accepting a new schedule
involve attitudes, so they are examples of people changes, not technology changes, making both
choices incorrect. Finally, a span of control change is a structural, not a technology change, so
"widening of span of control" is incorrect.
Diff: 3
AACSB: Application of knowledge
LO: 8.1: Define organizational change and compare and contrast views on the change process.

7) The Patient Protection and Affordable Care Act is an example of which of the following forms
of environmental change?
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A) internal
B) technology
C) government laws and regulations
D) labor markets
Answer: C
Explanation: Since it was issued from the outside by government, the Patient Protection and
Affordable Care Act is clearly an external, not an internal, force of change, making "internal"
incorrect. The act was not initiated by technology or labor markets, so those choices can be
eliminated. The act was initiated by the government, making "government laws and regulations"
the correct response.
Diff: 2
AACSB: Application of knowledge
LO: 8.1: Define organizational change and compare and contrast views on the change process.

8) Falling interest rates are an example of what kind of external force that causes a company to
need to make an organizational change?
A) marketplace competition forces
B) government laws and regulations
C) labor market forces
D) economic forces
Answer: D
Explanation: Falling interest rates do not originate in the marketplace, the government, or the
labor force, so these choices are incorrect. Interest rate drops are caused by changing economic
conditions, so "economic forces" is the correct answer here.
Diff: 1
AACSB: Application of knowledge
LO: 8.1: Define organizational change and compare and contrast views on the change process.

10) Which of the following is an external force that would cause a company to make an
organizational change?
A) an organization-wide restructuring
B) the naming of a new CEO
C) a widening span of control for managers
D) a booming economy
Answer: D
Explanation: Restructuring, naming a new CEO, and changing employee relationships are
examples of internal, not external, forces that create a need for change, so they are incorrect
responses. Only a booming economy represents a force of change that comes from outside of the
company, so that is the correct response.
Diff: 2
AACSB: Application of knowledge
LO: 8.1: Define organizational change and compare and contrast views on the change process.

11) To compete with rival company X, company Y changes its management structure. This is an
example of ________.
A) an internal change causing an external change
B) an internal change causing another internal change
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C) an external change causing another external change
D) an external change causing an internal change
Answer: D
Explanation: Competition from a rival is an external marketplace change. Company
restructuring is an internal change. The external competition caused the internal structure change,
making that the correct response. All other responses are incorrect because they do not identify
this external-internal relationship.
Diff: 3
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

12) After a thorough company-wide self-examination, company Y decides to set up work teams.
This is an example of ________.
A) an internal change causing an external change
B) an internal change causing another internal change
C) an external change causing another external change
D) an external change causing an internal change
Answer: B
Explanation: The self-examination was an internal change, followed by the decision to set up
work teams, another internal change. This makes the choice indicating an internal change
causing another internal change the correct response and eliminates all other responses because
they do not identify this internal-internal relationship.
Diff: 3
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

15) In organizations, people who act as catalysts and assume the responsibility for managing the
change process are called ________.
A) managers
B) change agents
C) change managers
D) nonmanagerial employees
Answer: B
Explanation: Change agents are people within an organization who cause change to occur,
making that the correct response. Managers usually take on the role as change agents, but a
change agent can be virtually anyone within an organization, eliminating "managers" and
"nonmanagerial employees" as correct responses. Change manager is not a recognized
organizational change term, so it is an incorrect response.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

16) Outside consultants外部顾问 generally try to initiate ________ changes than internal managers.
A) more drastic极端的
B) less drastic
C) more cautious
D) fewer
Answer: A
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Explanation: Since outside consultants do not have to live with the changes they suggest, they
tend to be less cautious than internal managers and more likely to initiate drastic or extreme
changes, making "more drastic" the correct response. Since "more drastic" is the correct
response, both "less drastic" and "more cautious," which roughly mean the same thing, can be
eliminated. If anything, consultants might order up more, rather than fewer, changes, so "fewer"
also is an incorrect response.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

17) The "calm waters" metaphor envisions an organization as ________.

A) a large ship on a roiling sea
B) a large ship on a calm sea
C) a small raft on a calm sea
D) a small raft on a roiling sea
Answer: B
Explanation: The "calm waters" metaphor sees the organization as a large ship that is fairly
imperturbable sailing on calm seas, barely noticing the changes that occur. This makes "a large
ship on a calm sea" the correct response and eliminates the two choices regarding a small raft
because they match the organization with a raft, not a ship. It rules out "a large ship on a roiling
sea" because it characterizes the water as roiling instead of calm.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

18) The "white-water rapids" metaphor envisions an organization as ________.

A) a large ship on a roiling sea
B) a large ship on a calm sea
C) a small raft on a calm river
D) a small raft on a raging river
Answer: D
Explanation: The "white-water rapids" metaphor sees the organization as a small raft being
tossed on an unending series of white-water rapids, being buffeted and nearly capsizing at each
step of the journey. This makes "a small raft on a raging river" the correct response and
eliminates the two choices regarding ships because they match the organization with a ship, not a
raft. It rules out "a small raft on a calm river" because it characterizes the water as calm instead
of raging.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

19) The "white-water rapids" metaphor sees change as ________.

A) an occasional occurrence
B) the natural state of things
C) an unpleasant interruption of the normal calm
D) something that must be eliminated
Answer: B
Explanation: The "white-water rapids" metaphor sees change as the natural state of things, not
an interruption or something that happens only from time to time. Since change should be
expected, instead of trying to eliminate change, managers should be devoting their efforts to
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managing change. This makes "the natural state of things" the correct response.
Diff: 2
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

20) Kurt Lewin's "calm waters" metaphor sees change as ________.

A) an unusual event
B) an everyday event
C) unfortunate
D) avoidable
Answer: A
Explanation: The "calm waters" metaphor sees calm equilibrium as the natural state of things,
with change being an occasional occurrence that briefly upsets the status quo before things are
restored to normal. This makes "an unusual event" the correct response and eliminates "an
everyday event" since change in Lewin's view is clearly not the usual state of things. Both
"unfortunate" and "avoidable" can also be eliminated since Lewin does not see change as a
negative thing or a thing that can necessarily be avoided. In fact, rather than avoid change, Lewin
devised a system for dealing with change.
Diff: 2
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

21) The first step in Lewin's three-step description of the change process involves ________.
A) freezing the new state
B) changing to a new state
C) unfreezing the status quo打破现状
D) changing to a new status quo
Answer: C
Explanation: Kurt Lewin sees the three-step process of change as follows: first the status quo
must be unfrozen so change can occur. Next, the change occurs and a new state is reached, and
finally that new state must be frozen into place, creating a new status quo. Clearly, since the
remaining choice identifies the unfreezing of the status quo, it is the correct response and the
other responses are incorrect.
Diff: 3
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

22) The final step in Lewin's three-step description of the change process is ________.
A) freezing the new state
B) unfreezing the status quo
C) changing to a new state
D) unfreezing the new state
Answer: A
Explanation: Kurt Lewin sees the three-step process of change as follows: first the status quo
must be unfrozen so change can occur. Next, with the status quo unfrozen, the change occurs and
a new state is reached. Finally, that new state must be frozen into place, making "freezing the
new state" the correct response. Note that "unfreezing the new state" is incorrect because that is
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not part of Lewin's process–it would initiate an entirely new change process.
Diff: 3
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

23) According to Lewin, which of the following is a force that might overcome inertia and
unfreeze the status quo?
A) increase restraining forces
B) maintain restraining forces
C) decrease driving forces
D) increase driving forces
Answer: D
Explanation: In Lewin's view, driving forces promote deviation from the status quo while
restraining forces hinder this deviation. Therefore, there are two ways to move away from the
status quo: the driving forces must increase or the restraining forces must decrease (or both must
occur). "Increase driving forces" is the only choice that lists one of these two alternatives, so it is
the correct response and the other responses are incorrect.
Diff: 3
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

24) According to Lewin, which of the following is the objective of refreezing?

A) to stabilize the new situation
B) to promote movement away from existing equilibrium
C) to eliminate the need for future change
D) to direct behavior away from the status quo
Answer: A
Explanation: Lewin's view focuses on stability and equilibrium. Change destabilizes the
situation, so the only way to restore order and equilibrium after change occurs is the refreeze.
This makes "stabilize the new situation" the correct response and eliminates the other three
choices since the goal of refreezing is clearly not to promote new change or rule out any future
change.
Diff: 2
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

25) According to Lewin, which of the following is the best way to unfreeze the status quo?
A) increase restraining forces
B) decrease restraining forces and increase driving forces
C) decrease driving forces
D) increase restraining forces and increase driving forces
Answer: B
Explanation: In Lewin's view, both decreasing driving forces and increasing restraining forces
work to resist change so neither choice would help unfreeze the status quo. Both "decrease
restraining forces" and "increase driving forces" work to unfreeze the status quo, so if both things
are done together the status quo would be most effectively unfrozen, making that the correct
response and eliminating all other responses.
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Diff: 3
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

26) The goal in Lewin's "calm waters" metaphor is ________.

A) to change the current equilibrium state
B) to reach a state of constant change
C) to eliminate the equilibrium state
D) to establish a new equilibrium state
Answer: D
Explanation: Lewin's "calm waters" metaphor seeks to change the current equilibrium state and
ultimately establish a new equilibrium, making "establish a new equilibrium state" the correct
response. This eliminates "change the current equilibrium state," since changing the current
equilibrium comes first in the process. Lewin's goal of seeking an equilibrium state clearly is the
opposite of reaching a state of constant change or getting rid of the equilibrium, so both of these
choices are incorrect.
Diff: 3
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

28) Which phenomenon in today's business climate has made the "white-water rapids" metaphor
popular?
A) reduced competition
B) corporations that are too powerful
C) organizations that resist change
D) constant and chaotic change
Answer: D
Explanation: Lewin's "calm waters" metaphor is largely being replaced by the "white-water
rapids" metaphor because observers recognize that today's economic climate is one of constant
change. Lewin saw long periods of equilibrium dominating the scene that were interrupted by
periods of chaos and change. Current thinkers feel that the periods of equilibrium are not only
not as long as they used to be, they are largely disappearing completely, replaced by constant
disequilibrium, or change. These factors combine to make "constant and chaotic change" the
correct response. The other choices provided are either untrue or clearly not factors in making
the "white-water rapids" metaphor prevalent.
Diff: 2
AACSB: Analytical thinking
LO: 8.1: Define organizational change and compare and contrast views on the change process.

29) Writing laws to reward industries to reduce carbon emissions in an effort to combat global
climate change can be best described as an example of which of the following?
A) unfreezing the status quo
B) freezing a change into place
C) implementing change
D) refreezing the status quo
Answer: A
Explanation: The change that is desired here is to reduce carbon emissions. Writing new laws is
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an example of unfreezing the status quo to prepare the situation so the change–reducing carbon
emissions–can be implemented. That makes "unfreezing the status quo" the correct answer and
eliminates the other choices.
Diff: 3
AACSB: Application of knowledge
LO: 8.1: Define organizational change and compare and contrast views on the change process.

33) Signing up for a college course that varies in length from 2 to 30 weeks with classes that last
from 20 minutes to 3 hours is an example of which metaphor of change?
A) Three step model
B) Calm-waters
C) White-water rapids
D) Force-field
Answer: C
Explanation: The key to understanding business climate is that things are uncertain. Using the
analogy of a changing college course, all the incorrect choices can be eliminated because they
refer to other models where change is planned, so the white-water rapids model is the correct
answer.
Diff: 1
AACSB: Application of knowledge
LO: 8.1: Define organizational change and compare and contrast views on the change process.

34) Organization development (OD) helps employees ________.

A) deal with planned change
B) deal with unplanned change
C) avoid unpleasant change
D) avoid all types of change
Answer: A
Explanation: The goal of OD is to help employees deal with planned, not unplanned, change,
making "planned change" the correct response and "unplanned change" incorrect. OD sees
change as inevitable in most cases, so it would not seek to avoid change, making "avoid
unpleasant change" or "avoid all types of change" incorrect responses.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

35) Organization development can be viewed as an attempt to change an organization's

________.
A) structure
B) financial goals
C) culture
D) status
Answer: C
Explanation: The focus of OD is to change attitudes and values of employees. Attitudes and
values have more to do with an organization's culture than its monetary goals, standing in the
world, or how it is organized. This makes "culture" the correct response and eliminates the other
three choices.
Diff: 2
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LO: 8.1: Define organizational change and compare and contrast views on the change process.

36) The most popular OD efforts involve cooperation and these kinds of activities.
A) individual interactions
B) group interactions
C) group assessment
D) individual assessment
Answer: B
Explanation: Any activity that helps organizations deal with planned change is considered a
valid OD activity. However, most OD activities feature cooperation between organization
members and group interactions, making "group interactions" the correct response. "Individual
interactions" and "assessment" are incorrect because they focus on the individual. "Group
assessment" is incorrect because it features an assessment, not an interaction.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

37) Which of the following is NOT a common method of organization development (OD)?
A) teambuilding
B) process consultation
C) positive feedback
D) survey feedback
Answer: C
Explanation: Teambuilding, process consultation, and survey feedback are methods of OD that
are frequently used by organizations to deal with planned change, so they are incorrect
responses. Positive feedback is not a recognized OD method, so it is the correct response.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

38) In process consultation, ________ observe and analyze an organization to find ways to
improve interpersonal processes.
A) outside consultants
B) top-level managers
C) ordinary employees
D) company efficiency specialists
Answer: A
Explanation: The key to process consultation is that the organization is observed and evaluated
by outsiders who can get an objective view of interpersonal process issues. These consultants are
not intended to solve problems, but rather to identify problem areas and help managers diagnose
and remedy those problems. This makes "outside consultants" the correct response and rules out
"managers," "employees," and "specialists" since all three are part of the organization and
process consultation consultants are always outsiders.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

39) The primary goal of the OD method called teambuilding is to ________.

A) increase efficiency
B) increase trust and openness
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C) identify troublemakers
D) play games such as volleyball to build morale
Answer: B
Explanation: Teambuilding is not concerned with efficiency or identifying troublemakers within
an organization, nor does it involve game-playing. In fact, teambuilding does the opposite of
singling out individuals as troublemakers, which would tend to decrease trust and openness
among employees. Teambuilding seeks to find ways to increase, rather than decrease, mutual
trust and openness, making "increase trust and openness" the correct response.
Diff: 2
LO: 8.1: Define organizational change and compare and contrast views on the change process.

68) Uncertainty causes people to resist change because it ________.

A) replaces the unknown with the known
B) replaces the known with the unknown
C) increases performance expectations of an employee
D) decreases performance expectations of people
Answer: B
Explanation: The key to uncertainty is that it neither increases nor decreases performance
expectations of employees, but rather it makes them unsure of precisely what is expected of
them. People find this state of "not knowing" very unsettling, so they tend to resist change. Put
another way, people resist change because it replaces the known with the unknown, making that
the correct response and "replaces the unknown with the known" incorrect. With respect to
expectations, uncertainty replaces known expectations with unknown expectations.
Diff: 2
LO: 8.2: Explain how to manage resistance to change.

69) Which of the following is NOT a common reason that people resist change?
A) habit
B) uncertainty
C) concern over personal loss
D) overconfidence
Answer: D
Explanation: Fear of uncertainty can cause people to resist change. People will also resist
change simply out of habit or because they think the new changed conditions somehow threaten
what they already have and have worked for. Overconfidence, on the other hand, is not a reason
that would cause people to resist change, making that the correct response. If anything, people
who are underconfident, not overconfident, in their ability to deal with future unknowns would
tend to resist change.
Diff: 2
LO: 8.2: Explain how to manage resistance to change.

70) Older workers tend to resist change more than younger workers because they ________.
A) have less invested in the current system
B) have more invested in the current system
C) have confidence in themselves
D) have less to lose
Answer: B
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Explanation: Older workers who have attained a level of status and achievement in an
organization typically feel that they have the most to lose from change. They have more, not less,
invested in the system, making "have more invested in the system" the correct response and
eliminating "have less invested" and "have less to lose" as correct responses. Older workers may
in fact lack confidence in their ability to deal with change, making "have confidence in
themselves" an incorrect response.
Diff: 2
LO: 8.2: Explain how to manage resistance to change.

71) Workers seem to reject a simple new manufacturing method that has been shown to increase
company sales because they say, "That is not the way we do things around here." These workers
are most likely to be resisting change due to which of the following?
A) uncertainty
B) habit
C) conflicts with company goals
D) fear of the unknown
Answer: B
Explanation: The statement "That is not the way we do things around here" indicates that
procedures in this company are entrenched in habit, making that the correct response. These
workers are not uncertain or fearful of the unknown since the new change has been fully
identified and is described as simple. The method does not appear to conflict with company goals
since it is said to increase sales, so "conflicts with company goals" is an incorrect response.
Diff: 2
AACSB: Analytical thinking
LO: 8.2: Explain how to manage resistance to change.

72) Which kind of resistance to change is most likely to be beneficial to a company?

A) conflict with company goals
B) uncertainty
C) habit
D) fear of losing status or possessions
Answer: A
Explanation: Employees who resist change because they truly think that the change is harming
the company in some way may be helping the company by pointing out the error that it is
making. This makes "conflict with company goals" the correct response. Resisting change out of
habit, fear of uncertainty, or fear of losing something of value is very unlikely to be beneficial to
a company since in each case the employee is putting his or her own concerns ahead of company
concerns.
Diff: 3
LO: 8.2: Explain how to manage resistance to change.

74) Workers in a company are complaining about a new employee evaluation system. Which
kind of resistance to change are they demonstrating?
A) resistance out of habit
B) resistance because of uncertainty
C) resistance to protect company goals
D) resistance to protect market share
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Answer: B
Explanation: The new system is creating a sense of uncertainty in employees, making
"resistance because of uncertainty" the correct response. The employees don't know how the
new system will work or whether it will threaten their pay or status in the company. The
employees are not resisting change out of habit since their own actions do not require change
with this new system. Similarly, there is no reason or evidence to assume that the employees are
trying to protect company goals or market share, so both of these choices are incorrect.
Diff: 2
AACSB: Analytical thinking
LO: 8.2: Explain how to manage resistance to change.

75) Managers typically implement programs to reduce resistance to change when employees
________ in some way.
A) become uncomfortable
B) are challenged
C) become self-satisfied
D) become dysfunctional
Answer: D
Explanation: While it might not be ideal for employees to feel uncomfortable or self-satisfied,
neither of these conditions would be sufficiently deleterious to organizational interests to cause
managers to implement programs to reduce resistance to change. This makes these two choices
incorrect. Managers may actually want employees to feel challenged, so that choice can be ruled
out as a correct response. The line that managers typically draw for implementing resistance to
change reduction programs is whether or not employees are dysfunctional. This makes "become
dysfunctional" the correct response.
Diff: 2
LO: 8.2: Explain how to manage resistance to change.

76) A technique that helps employees deal with change that appeals to their sense of logic is
________.
A) manipulation 操控
B) education and communication
C) coercion or threats to employees
D) co-optation 选举
Answer: B
Explanation: When misunderstanding of change causes employee problems, simply laying out
the facts can often clear up misunderstandings and greatly diminish resistance to change, making
"education and communication" the correct response. Rather than appeal to logic, manipulation,
co-optation, and coercion can sometimes distort logic to reduce resistance to change, so those
choices are incorrect.
Diff: 2
LO: 8.2: Explain how to manage resistance to change.

77) A technique that helps employees deal with change that includes them in the decision-
making process is ________.纳入决策过程
A) education and communication
B) negotiation
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C) participation
D) coercion
Answer: C
Explanation: Education and communication focus on using logic and facts to reduce resistance
to change. Negotiation uses bargaining to reduce resistance to change. Coercion uses arm-
twisting and threats to reduce resistance to change. Participation is the only choice that deals
with decision making, so that is the correct response for this question.
Diff: 2
LO: 8.2: Explain how to manage resistance to change.

79) When an entire workforce threatens to go on strike to protest a work change, managers might
try this method of reducing resistance to change.罢工
A) education and communication
B) participation
C) facilitation and support
D) negotiation
Answer: D
Explanation: An entire workforce constitutes a powerful source of opposition to the change, so
education and communication, participation, or facilitation and support would likely not be
enough to prevail over such a strong adversary. When powerful opposition exists, managers
often must negotiate on equal terms with the other side to try to hammer out an agreement that
both parties can live with. This makes "negotiation" the correct response.
Diff: 2
AACSB: Application of knowledge
LO: 8.2: Explain how to manage resistance to change.

80) When managers threaten to fire workers unless they agree to go along with new company
policies, they are using which of the following?公开威胁
A) negotiation
B) coercion
C) manipulation
D) education and communication
Answer: B
Explanation: Negotiation can be heated, but it should not involve open threats. Manipulation can
trick or deceive, but it never threatens an adversary. Similarly, education should never involve
threats. Only coercion necessarily involves threats, so that is the correct response for this
question.
Diff: 2
AACSB: Application of knowledge
LO: 8.2: Explain how to manage resistance to change.

82) When a manager attempts to covertly influence others by distorting the facts he is using
which of the following methods of reducing resistance to change?歪曲事实
A) manipulation
B) education
C) coercion
D) negotiation
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Answer: A
Explanation: Though often ethically dubious, manipulation may involve twisting or distorting
the facts. Coercion would be more direct, education would be positive and negotiation would be
more cooperative, making those three choices incorrect responses.
Diff: 2
AACSB: Analytical thinking
LO: 8.2: Explain how to manage resistance to change.

93) Stress in the workplace is an adverse reaction that people have in response to ________.
A) lack of ambition
B) demands, constraints, and opportunities
C) having too much confidence in oneself
D) too much ambition
Answer: B
Explanation: Though overconfidence, too little ambition, and too much ambition can negatively
affect an individual, they are not explicit causes of workforce stress. Causes of stress are
pressures that employees feel from demands, constraints, and opportunities placed on them in the
workplace, making that the correct response.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.

94) An actor on stage getting "up" for a performance is an example of which of the following?
A) a negative aspect of stress
B) a positive aspect of stress
C) a condition not related to stress
D) both a positive and a negative aspect of stress
Answer: B
Explanation: The ability of an actor to summon extra energy and other resources during a
performance is an example of a positive aspect of stress, making that the correct answer and
eliminating all other choices. An example of a negative aspect of stress might be an actor's
nervousness causing her to be completely dysfunctional on stage.
Diff: 2
AACSB: Application of knowledge
LO: 8.3: Describe what managers need to know about employee stress.

96) Which statement is correct?

A) Stress is always bad.
B) Stress can be bad or good.
C) Stress is always good.
D) Stress can never be good.
Answer: B
Explanation: Stress can have both positive and negative effects, making "stress can be bad or
good" the correct response and eliminating the other responses. An example of bad stress is
being so nervous that you become dysfunctional. An example of good stress is being so
energized that you perform at a high level.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.
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97) A constraint束缚 causes stress because it ________.
A) helps you achieve your goal
B) prevents you from achieving your goal
C) helps you define your goal
D) prevents you from defining your goal
Answer: B
Explanation: Constraints have nothing to do with defining goals, so the two choices regarding
defining goals can be eliminated as correct responses. What constraints do is deter an individual
from achieving his or her goal, making that the correct response and helping you achieve your
goal incorrect.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.

98) Potential stress can become actual stress when the outcome of an event is uncertain and
________.
A) not important to the individual
B) hard for the individual to understand
C) occurs on a regular basis
D) important to the individual
Answer: D
Explanation: The key to potential stress becoming actual stress is that two conditions are met:
the outcome of an event is both uncertain and very important to the individual, making that the
correct response. When the outcome is not important, the individual tends to discount the event
even if the outcome is likely to be negative. Being hard to understand or in doubt would tend to
add additional uncertainty to the situation, but these conditions would not increase the
importance of the event to the individual, so they are incorrect responses.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.

99) Potential stress can become actual stress when the outcome of an event is both ________ and
important to the individual.
A) uncertain
B) certain
C) meaningful
D) significant
Answer: A
Explanation: The key to potential stress becoming actual stress is that two conditions are met:
the outcome of an event is both uncertain and very important to the individual, making
"uncertain" the correct response. Certainty of an event would decrease, rather than increase, the
likelihood of stress. The terms meaningful and significant are somewhat synonymous with
important, so both conditions meet only one of the two requirements (importance) for potential
stress to become actual stress.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.

102) This type of stress allows a person to perform at their highest levels during times when
performance is important.
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A) Dysfunctional
B) Behavioral
C) Functional
D) Psychological
Answer: C
Explanation: Functional stress allows a person to perform at his or her highest level at crucial
times. Dysfunctional stress would hinder performance, so this answer is incorrect. Behavioral
and psychological stress are incorrect answers.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.

103) Which type of demand is related to working conditions, such as having an office that is too
loud or overcrowded?
A) Task Demands
B) Role Demands
C) Interpersonal Demands
D) Organizational Structure Demands
Answer: A
Explanation: Task demands include stress due to an employee's job–job design (autonomy, task
variety, degree of automation); working conditions (temperature, noise, etc.) and physical work
layout (overcrowded). Because it does not include other employees or the employee's decisions,
role, interpersonal and organizational demands are incorrect.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.

104) Which of the following is NOT a role demand that may cause stress for employees?
A) Role Conflict
B) Cultural Roles
C) Role Overload
D) Role Ambiguity 角色模糊
Answer: B
Explanation: The three types of role demands are role conflicts, role overload, and role
ambiguity, making cultural roles the incorrect answer.
Diff: 1
LO: 8.3: Describe what managers need to know about employee stress.

109) Which of the following might reduce a sense of task demand stress for a worker?
A) overcrowded conditions
B) uncomfortably high temperatures in the workplace
C) autonomy in the workplace
D) close monitoring by her supervisor
Answer: C
Explanation: Evidence shows that the pressure of meeting a difficult goal, task demand, can be
reduced by giving the worker autonomy to do the job in her own way on her own terms. This
makes "autonomy" the correct response. The other choices–overcrowded conditions, high
temperatures, and close monitoring–would tend to worsen the situation and increase, rather than
decrease, task demand stress.
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Diff: 2
AACSB: Analytical thinking
LO: 8.3: Describe what managers need to know about employee stress.

110) Which of the following might be a source of stress for an employee who is very happy with
her job with respect to the tasks she performs, what is expected from her, and how she is
supervised?
A) task demands
B) role overload
C) interpersonal demands
D) organizational leadership
Answer: C
Explanation: Since the employee is happy with her work, it is unlikely that task demands or role
overload could be causing stress, so those choices are incorrect. She is also happy with how she
is supervised, so organizational leadership is not likely to be a source of stress. What could be
causing the employee problems are interpersonal demands–conflicts she has with fellow
workers–making that the correct response.
Diff: 3
AACSB: Written and oral communication
LO: 8.3: Describe what managers need to know about employee stress.

112) George constantly strives to excel. He must always get the highest grade in the class and
has a sense of urgency about him at all times. George probably has which of the following?
A) Type A personality
B) Type B personality
C) both Type A and Type B personalities
D) neither Type A nor Type B personality
Answer: A
Explanation: George is an impatient, driven, and competitive person, so he fits the Type A
personality profile, making that the correct response. "Type B personality" is incorrect because
Type B people have traits that are essentially the opposite of George's traits: laid-back, calm,
and relaxed. "Both Type A and Type B personalities" is wrong because a single person cannot
show both personality traits at once.
Diff: 2
AACSB: Analytical thinking
LO: 8.3: Describe what managers need to know about employee stress.

113) Kara is a very relaxed, easygoing person who appears to have all the time in the world. She
is never too busy to stop and chat for a moment. Kara has which of the following?
A) Type A personality
B) Type B personality
C) both Type A and Type B personalities
D) neither Type A nor Type B personality
Answer: B
Explanation: Kara is a laid-back, relaxed person, so she fits the Type B personality profile,
making that the correct response. "Type A personality" is incorrect because Type A people have
traits that are essentially the opposite of Kara's traits: nervous, driven, and impatient. The choice

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indicating "both Type A and Type B personalities" is wrong because a single person cannot show
both personality traits at once.
Diff: 1
AACSB: Analytical thinking
LO: 8.3: Describe what managers need to know about employee stress.

114) A key to dealing with stress is to recognize that all stress ________.
A) leads to dysfunctional work behavior
B) can be eliminated from an employee's life
C) cannot be eliminated from an employee's life
D) originates on the job
Answer: C
Explanation: Managers should keep in mind that only some sources of stress that affect
employees' lives originate on the job, so there is little they can do to remedy nonwork-related
stress. This eliminates "originates on the job" as a correct answer. Furthermore, managers should
keep in mind that all manifestations of stress are not necessarily dysfunctional and even if they
were, it would be impossible to eliminate stress from an employee's (or anyone else's) life, so
managers should focus on ways to minimize and cope with stress. This makes the choice
indicating that stress cannot be eliminated the correct response.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.

115) To reduce stress, managers need to make sure that employees ________.
A) have jobs that match their abilities
B) maximize their productivity
C) don't work too many hours
D) don't work too few hours
Answer: A
Explanation: Different employees get stressed by different situations. One employee might
enjoy the pressure of a work quota, for example, while a quota might cause another employee to
become anxious and stressed. Therefore, there is no set remedy for reducing stress, such as
maximizing or minimizing productivity, or working too many hours or too few hours. The best
policy a manager can take is to try to match the employee's ability to withstand stress to the job
that he or she has. This makes "have jobs that match their abilities" the correct response.
Diff: 2
LO: 8.3: Describe what managers need to know about employee stress.

134) ________ refers to the ability to combine ideas in a unique way or to make unusual
associations between ideas.
A) Innovation
B) Imagination
C) Creativity
D) Open-minded thinking
Answer: C
Explanation: Creativity is the ability to put together ideas in novel and meaningful ways, making
that the correct response. A good imagination and an open mind are requirements for creativity
but do not identify creativity itself, eliminating these choices as correct responses. Innovation,
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the ability to channel creativity into a useful outcome, is the result of creativity, not creativity
itself, so "innovation" is an incorrect response.
Diff: 2
LO: 8.4: Discuss techniques for stimulating innovation.

135) ________ is the process of taking a creative idea and turning it into something useful.
A) Innovation
B) Imagination
C) Creativity
D) Inspiration
Answer: A
Explanation: It takes imagination, creativity, and often inspiration to end up with an innovation,
which is a useful outcome of some type that results from putting ideas together in a unique and
novel way. This makes "innovation" the correct response and eliminates all other responses as
correct answers.
Diff: 2
LO: 8.4: Discuss techniques for stimulating innovation.

136) Some people believe that creativity is ________, while others think that creativity
________.
A) quickly and easily learned; is slowly learned
B) a genuine quality; does not really exist
C) inborn; can be learned
D) learned; is forgotten after childhood
Answer: C
Explanation: The great dichotomy when it comes to creativity is whether it is inborn only or can
be learned through training, making "inborn; can be learned" the correct response. No credible
sources think that creativity does not really exist, is quickly and easily learned, or is forgotten
after childhood, making these choices incorrect responses.
Diff: 2
LO: 8.4: Discuss techniques for stimulating innovation.

137) The first step in creativity involves ________.

A) making something useful
B) seeing things from a unique perspective
C) putting ideas together
D) consolidating ideas
Answer: B
Explanation: The first step in the creative process is simply about perception, how a person sees
things and what he or she notices. This makes "seeing things" the correct response. Putting ideas
together, consolidating ideas, and actually coming up with a product come later in the creative
process, so these choices can be eliminated as correct responses.
Diff: 2
LO: 8.4: Discuss techniques for stimulating innovation.

138) Which of the following steps in the creativity process may take years before the idea finally
"gels" and the next step occurs?
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A) perception
B) incubation孵化
C) inspiration
D) innovation
Answer: B
Explanation: The step in the creative process that involves letting ideas percolate subconsciously
in one's mind for a period of time is called incubation. Note that incubation can take a very short
or very long period of time. Perception involves active observing, not allowing ideas to
percolate, so it is incorrect. Inspiration actually resolves the incubation period and so it comes
after incubation. Innovation comes at the end of the creative process, much later than incubation,
so it is incorrect.
Diff: 2
LO: 8.4: Discuss techniques for stimulating innovation.

139) The moment when all prior efforts in the creativity process successfully come together is
known as ________.
A) perception
B) incubation
C) inspiration
D) innovation
Answer: C
Explanation: Amazingly, the process of having ideas come together and gel almost always
occurs over an extremely short period of time; in most cases, it occurs instantaneously. This
instantaneous recognition of a synthesis of ideas into a new idea is called inspiration, making
"inspiration" the correct response. Note that perception and incubation come earlier in the
creativity process, so they are incorrect, while innovation comes after inspiration, so
"innovation" is also incorrect.
Diff: 2
LO: 8.4: Discuss techniques for stimulating innovation.

140) Using the systems model, managers can promote innovation by having the right ________.
A) people and inputs
B) people and environment
C) outputs and resources
D) mechanistic management structure
Answer: B
Explanation: To promote innovation, managers need the right people and the right environment,
making that the correct response. Outputs are the innovation that managers are looking for, not
the way to promote innovation, so that choice is incorrect. "People and inputs" is incorrect
because people and inputs are somewhat the same thing, leaving out environment as a
prerequisite to innovation. "Mechanistic management structure" is incorrect because evidence
shows that a mechanistic structure is the wrong structure for promoting innovation.
Diff: 2
LO: 8.4: Discuss techniques for stimulating innovation.

141) ________ variables are thought to promote innovation.

A) Structural, cultural, and human resource
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B) Organic, cultural, and tolerant
C) Structural, ambiguous, and tolerant
D) Cultural, ambiguous, and tolerant
Answer: A
Explanation: The sets of variables that increase innovation are structural, cultural, and human
resource variables, making that the correct response. Structural variables include such things as
an organic structure with abundant resources. Cultural variables include an organization's
acceptance of ambiguity and risk. Human resource variables include an organization having high
job security and creative personnel. Each of the incorrect choices fails to include all three sets of
variables.
Diff: 3
LO: 8.4: Discuss techniques for stimulating innovation.

144) Managers who want creative and innovative employees should ________.
A) not place much emphasis on goals
B) focus on means rather than ends
C) focus on ends rather than means
D) stress that there is only one path to a goal
Answer: C
Explanation: Managers who want to promote innovation should focus on ends rather than
means. In other words, they should place emphasis on goals, not the path that employees take to
reach those goals. The creative approach is not always a straightforward path, so managers
should give employees leeway, keeping track only of destinations and not of means of arriving at
those destinations. All of these factors together make "focus on ends rather than means" the
correct response and rule out the other responses.
Diff: 2
LO: 8.4: Discuss techniques for stimulating innovation.

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