Managing Organizational Change A Multiple Perspectives Approach 3rd Edition Palmer Test Bank 1

Test Bank for Managing Organizational Change A
Multiple Perspectives Approach 3rd Edition

Palmer Dunford Buchanan 0073530530
9780073530536
Download full test bank at:

https://testbankpack.com/p/test-bank-for-managing-organizational-change-a-
multiple-perspectives-approach-3rd-edition-palmer-dunford-buchanan-
0073530530-9780073530536/
Download full solution manual at:

https://testbankpack.com/p/solution-manual-for-managing-organizational-
change-a-multiple-perspectives-approach-3rd-edition-palmer-dunford-
buchanan-0073530530-9780073530536/
Chapter 07
Change Communication Strategies
Multiple Choice Questions
7-1
Copyright © 2017 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
1. The _____ image of managing change argues that the purpose of communication is to ensure
that people understand what is going to happen and what is required of them.
A. director
B. navigator
C. caretaker
D. coach
2. The _____ image of managing change argues that the purpose of communication is to let
people know the "why" of changes, their inevitability, and how best to cope and survive
them.
A. director
B. navigator
C. caretaker
D. interpreter
3. The _____ image of change views the purpose of communication as a way to ensure that
people share similar values and are aware of what actions are appropriate to those values.
A. director
B. navigator
C. caretaker
D. coach
4. _____ occurs when more new information is provided more quickly than recipients can
process.
A. Message overload
B. Message distortion
C. Message ambiguity
D. Message perception
7-2
5. _____ occurs when meanings are misinterpreted due to intentional or unintentional problems
during the sending or receiving of the message.
A. Message overload
6. Which of the following statements is true of change-related communication?
A. It is important throughout the change process, not just at the beginning.

B. It needs to be free from feedback in order to be effective.
C. It is unaffected by perceptual filters.
D. It fails whenever transmitters and receivers have the same frame of reference.
7. Which of the following is most likely to reduce the communication problem of message
overloading?
A. Reducing the reliance on feedback in change-related communications

B. Reducing employee involvement in the change process
C. Using specialist staff to monitor the change process
D. Using several different languages at every level of the change process
8. In organizational communication, _____ includes coding and decoding problems and errors,
perceptual filters, and any other distractions that damage the integrity of the communication
channel.
A. feedback
B. ambiguity
C. overload
D. noise
7-3
9. According to Deborah Tannen, _____.
A. men tend to claim credit through the use of the word "I" in instances where women are
more likely to use the word "we."
B. women tend to claim credit through the use of the word "I" in instances where men are
C. language has little effect on social relationships.
D. men are better managers than women.
10. According to Eddie Erlandson, many senior managers are _____, in that they are fast thinkers
who have opinions on every topic and are analytical, data-driven, impatient, and think that
they are smarter than most other people.
A. subservient princes
B. "alpha" males
C. "theta" geniuses
D. introverted men
11. Which of the following statements is true of alpha males?
A. They are good listeners.

B. They miss subtleties.
C. They reduce the pressure on others to perform.
D. They are patient and unambitious.
12. Which of the following is a power tell of dominant individuals?
A. Using open postures

B. Smiling a lot
C. Using a higher vocal register
D. Hesitating more frequently
7-4
13. Which of the following is a power tell of submissive individuals?
A. Using a lower vocal register, and speaking more slowly

B. Modifying speech style to sound more like the person they are talking to
C. Adopting open postures
D. Speaking first, and influencing the conversation thereafter
14. Change managers are most likely to avoid the situation of negative emotions and a loss of
trust in management by _____ which involves self-evaluation to reduce the emergence of
negative emotions and to identify corrective actions where necessary.
A. taking others' perspective into consideration

B. exhibiting threat-reducing behavior
C. using reflection
D. undergoing internal therapy
15. _____ is thinking about how others are likely to think and feel about a change.
A. Perspective taking
B. Desiccation
C. Regression
D. Internal therapy
16. A person exhibits _____ by engaging in intentional, interpersonal interactions with staff to
minimize their perceptions that changes are likely to lead to harm for them.
A. perspective taking
B. threat-reducing behavior
C. reflection
D. internal therapy
7-5
17. Which of the following statements signals higher status of the person uttering the statement,
perhaps indicating anger, and informal conversation is not appropriate?
A. "I would be honored if you sit down."

B. "You must be so tired. Why don't you sit down?"
C. "Sit down!"
D. "Have you considered sitting down?"
18. According to Joseph Daly, which of the following will NOT make managers more trusted by
staff during times of change?
A. Providing accurate information about the change

B. Providing accurate feedback about the process
C. Adequately explaining the basis for decisions during the process
D. Leaking information regarding the change using the informal communication process
19. Under the communication strategy of _____, employees are showered with a wide variety of
information.
A. tell and sell

B. spray and pray
C. underscore and explore
D. identify and reply
20. Under the communication strategy of _____, information that is limited to core organizational
issues is quickly provided to staff who are passive recipients.
A. tell and sell

B. spray and pray
D. withhold and uphold
7-6
21. Under the communication strategy of _____, fundamental issues remain the focus, but
management engages employees in a dialogue about the change process and seeks to
identify obstacles and misunderstandings that need to be addressed.
A. tell and sell

B. spray and pray
22. Under the communication strategy of _____, a defensive approach is used to identify and
respond to employee rumors and innuendos regarding changes.
A. tell and sell

B. spray and pray
C. identify and reply
23. According to Stace and Dunphy, _____ transitions aim for widespread involvement and
emphasize face-to-face communication as well as the use of change teams to identify
initiatives and broaden commitment.
A. developmental/incremental
B. task-focused
C. charismatic
D. turnaround
24. According to Stace and Dunphy, _____ tend to follow from organizational crises and draw on
formal, top-down modes of communication that attempt to force people to comply with the
new direction.
A. developmental/incremental transitions
B. task-focused transitions
C. charismatic transformations
D. turnarounds
7-7
25. According to Kathleen and Kevin Reardon, in the _____ style of leadership, leaders are
performance- and results-oriented and their communication style is directive.
A. commanding
B. logical
C. inspirational
D. supportive
26. According to the Kathleen and Kevin Reardon, in the _____ style of leadership, leaders
explore strategic options through analysis and reasoning.
A. commanding
B. logical
C. inspirational
D. supportive
27. Which of the following is NOT a stage of change identified by Kathleen and Kevin Reardon?
A. The planning stage

B. The enabling stage
C. The launching stage
D. The floating stage
28. According to Lengel and Daft, which of the following media is the lowest in the media
richness hierarchy?
A. Impersonal static media

B. Personal static media
C. Interactive media
D. Physical presence
7-8
29. Which of the following statements is true of face-to-face communication?
A. It lacks nonverbal information cues.

B. It provides a personal focus.
C. It is characterized by delayed feedback.
D. It is most suited to the communication of routine issues.
30. With regard to change communication, Bill Quirke suggests that the _____ type of target
audience know that they will be affected by a change and are interested and concerned
about the change.
A. waking up
B. engaging
C. educating
D. reassuring
True / False Questions
31. Men are more likely to downplay their certainty, and women are more likely to minimize their
doubts.
True False
32. Women are more likely to ask questions than men.
True False
33. When male change managers wish to communicate change using a style that is not direct,
competitive, confrontational, and authoritative, they can be seen as "going soft," and
becoming "touchy-feely."
True False
7-9
34. Humor can reduce the gap, and tension, between manager and staff while packaging a
message.
True False
35. Information overload can be problematic in organizations where employees are already in
receipt of a high volume of other information.
True False
36. The "spray and pray" strategy is also known as the "communication clutter" approach.
True False
37. According to Jeanie Duck, managers often fail to realize that they are sending out messages
even when they are not formally communicating.
True False
38. Incremental transitions seek to de-emphasize face-to-face communication.
True False
39. In the inspirational style of leadership, leaders develop a vision of the future and seek to
encourage cohesion, and their communication style involves creating trust and mobilizing
people around the change program.
True False
40. According to Lengel and Daft, nonroutine, difficult communications preferably need to be
performed through the face-to-face communication format.
True False
7-10
Chapter 07 Change Communication Strategies Answer Key
Multiple Choice Questions
1. The _____ image of managing change argues that the purpose of communication is to
ensure that people understand what is going to happen and what is required of them.
A. director
B. navigator
C. caretaker
D. coach
Accessibility: Keyboard Navigation

Difficulty: 2 Medium
Learning Objective: 07-01 Identify key elements in the change communication process.
2. The _____ image of managing change argues that the purpose of communication is to let
people know the "why" of changes, their inevitability, and how best to cope and survive
them.
A. director
B. navigator
C. caretaker
D. interpreter

7-11
3. The _____ image of change views the purpose of communication as a way to ensure that
people share similar values and are aware of what actions are appropriate to those
values.
A. director
B. navigator
C. caretaker
D. coach

4. _____ occurs when more new information is provided more quickly than recipients can
process.
A. Message overload

5. _____ occurs when meanings are misinterpreted due to intentional or unintentional

problems during the sending or receiving of the message.
A. Message overload

7-12
6. Which of the following statements is true of change-related communication?
A. It is important throughout the change process, not just at the beginning.

B. It needs to be free from feedback in order to be effective.
C. It is unaffected by perceptual filters.
D. It fails whenever transmitters and receivers have the same frame of reference.

7. Which of the following is most likely to reduce the communication problem of message
overloading?
A. Reducing the reliance on feedback in change-related communications

B. Reducing employee involvement in the change process
C. Using specialist staff to monitor the change process
D. Using several different languages at every level of the change process

8. In organizational communication, _____ includes coding and decoding problems and errors,
perceptual filters, and any other distractions that damage the integrity of the
communication channel.
A. feedback
B. ambiguity
C. overload
D. noise

7-13
9. According to Deborah Tannen, _____.
A. men tend to claim credit through the use of the word "I" in instances where women are
B. women tend to claim credit through the use of the word "I" in instances where men are
C. language has little effect on social relationships.
D. men are better managers than women.

Difficulty: 3 Hard
Learning Objective: 07-02 Understand how gender, power, and emotion affect change communication processes.
10. According to Eddie Erlandson, many senior managers are _____, in that they are fast
thinkers who have opinions on every topic and are analytical, data-driven, impatient, and
think that they are smarter than most other people.
A. subservient princes
B. "alpha" males
C. "theta" geniuses
D. introverted men

Difficulty: 1 Easy
11. Which of the following statements is true of alpha males?
A. They are good listeners.

B. They miss subtleties.
C. They reduce the pressure on others to perform.
D. They are patient and unambitious.

7-14
12. Which of the following is a power tell of dominant individuals?
A. Using open postures

B. Smiling a lot
C. Using a higher vocal register
D. Hesitating more frequently

13. Which of the following is a power tell of submissive individuals?
A. Using a lower vocal register, and speaking more slowly

B. Modifying speech style to sound more like the person they are talking to
C. Adopting open postures
D. Speaking first, and influencing the conversation thereafter

14. Change managers are most likely to avoid the situation of negative emotions and a loss of
trust in management by _____ which involves self-evaluation to reduce the emergence of
negative emotions and to identify corrective actions where necessary.
A. taking others' perspective into consideration

B. exhibiting threat-reducing behavior
C. using reflection
D. undergoing internal therapy

7-15
15. _____ is thinking about how others are likely to think and feel about a change.
A. Perspective taking
B. Desiccation
C. Regression
D. Internal therapy

16. A person exhibits _____ by engaging in intentional, interpersonal interactions with staff to
minimize their perceptions that changes are likely to lead to harm for them.
A. perspective taking
B. threat-reducing behavior
C. reflection
D. internal therapy

17. Which of the following statements signals higher status of the person uttering the
statement, perhaps indicating anger, and informal conversation is not appropriate?
A. "I would be honored if you sit down."

B. "You must be so tired. Why don't you sit down?"
C. "Sit down!"
D. "Have you considered sitting down?"

Learning Objective: 07-03 Understand the power of language in influencing responses to change.
7-16
18. According to Joseph Daly, which of the following will NOT make managers more trusted by
staff during times of change?
A. Providing accurate information about the change

B. Providing accurate feedback about the process
C. Adequately explaining the basis for decisions during the process
D. Leaking information regarding the change using the informal communication process

Difficulty: 3 Hard
Learning Objective: 07-04 Explain and assess appropriate strategies for communicating change.
19. Under the communication strategy of _____, employees are showered with a wide variety
of information.
A. tell and sell

B. spray and pray

20. Under the communication strategy of _____, information that is limited to core
organizational issues is quickly provided to staff who are passive recipients.
A. tell and sell

B. spray and pray

7-17
21. Under the communication strategy of _____, fundamental issues remain the focus, but
management engages employees in a dialogue about the change process and seeks to
identify obstacles and misunderstandings that need to be addressed.
A. tell and sell

B. spray and pray

22. Under the communication strategy of _____, a defensive approach is used to identify and
respond to employee rumors and innuendos regarding changes.
A. tell and sell

B. spray and pray
C. identify and reply

7-18
23. According to Stace and Dunphy, _____ transitions aim for widespread involvement and
emphasize face-to-face communication as well as the use of change teams to identify
initiatives and broaden commitment.
A. developmental/incremental
B. task-focused
C. charismatic
D. turnaround

Learning Objective: 07-05 Understand how successful communication processes vary with the type and stage of
organizational change.
24. According to Stace and Dunphy, _____ tend to follow from organizational crises and draw
on formal, top-down modes of communication that attempt to force people to comply with
the new direction.
A. developmental/incremental transitions
B. task-focused transitions
C. charismatic transformations
D. turnarounds

7-19
25. According to Kathleen and Kevin Reardon, in the _____ style of leadership, leaders are
performance- and results-oriented and their communication style is directive.
A. commanding
B. logical
C. inspirational
D. supportive

26. According to the Kathleen and Kevin Reardon, in the _____ style of leadership, leaders
explore strategic options through analysis and reasoning.
A. commanding
B. logical
C. inspirational
D. supportive

7-20
27. Which of the following is NOT a stage of change identified by Kathleen and Kevin
Reardon?
A. The planning stage

B. The enabling stage
C. The launching stage
D. The floating stage

Difficulty: 1 Easy
28. According to Lengel and Daft, which of the following media is the lowest in the media
richness hierarchy?
A. Impersonal static media

B. Personal static media
C. Interactive media
D. Physical presence

Difficulty: 1 Easy
Learning Objective: 07-06 Assess the utility of a range of different change communication channels, including
applications of social media.
29. Which of the following statements is true of face-to-face communication?
A. It lacks nonverbal information cues.

B. It provides a personal focus.
C. It is characterized by delayed feedback.
D. It is most suited to the communication of routine issues.

7-21
30. With regard to change communication, Bill Quirke suggests that the _____ type of target
audience know that they will be affected by a change and are interested and concerned
about the change.
A. waking up
B. engaging
C. educating
D. reassuring

True / False Questions
31. Men are more likely to downplay their certainty, and women are more likely to minimize
their doubts.
FALSE

32. Women are more likely to ask questions than men.
TRUE

Difficulty: 1 Easy
7-22
33. When male change managers wish to communicate change using a style that is not direct,
competitive, confrontational, and authoritative, they can be seen as "going soft," and
becoming "touchy-feely."
TRUE

34. Humor can reduce the gap, and tension, between manager and staff while packaging a
message.
TRUE

35. Information overload can be problematic in organizations where employees are already in
receipt of a high volume of other information.
TRUE

Difficulty: 1 Easy
36. The "spray and pray" strategy is also known as the "communication clutter" approach.
TRUE

7-23
37. According to Jeanie Duck, managers often fail to realize that they are sending out
messages even when they are not formally communicating.
TRUE

38. Incremental transitions seek to de-emphasize face-to-face communication.
FALSE

Difficulty: 3 Hard
39. In the inspirational style of leadership, leaders develop a vision of the future and seek to
encourage cohesion, and their communication style involves creating trust and mobilizing
people around the change program.
TRUE

Difficulty: 1 Easy
40. According to Lengel and Daft, nonroutine, difficult communications preferably need to be
performed through the face-to-face communication format.
TRUE

7-24

Managing Organizational Change A Multiple Perspectives Approach 3rd Edition Palmer Test Bank 1

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Managing Organizational Change A Multiple Perspectives Approach 3rd Edition Palmer Test Bank 1

Uploaded by

Copyright:

Available Formats

Test Bank for Managing Organizational Change A

Multiple Perspectives Approach 3rd Edition

Download full test bank at:

Download full solution manual at:

Change Communication Strategies

Multiple Choice Questions

6. Which of the following statements is true of change-related communication?

A. It is important throughout the change process, not just at the beginning.

A. Reducing the reliance on feedback in change-related communications

11. Which of the following statements is true of alpha males?

A. They are good listeners.

12. Which of the following is a power tell of dominant individuals?

A. Using open postures

A. Using a lower vocal register, and speaking more slowly

A. taking others' perspective into consideration

A. "I would be honored if you sit down."

A. Providing accurate information about the change

A. tell and sell

A. tell and sell

A. tell and sell

A. tell and sell

A. The planning stage

A. Impersonal static media

A. It lacks nonverbal information cues.

True / False Questions

32. Women are more likely to ask questions than men.

38. Incremental transitions seek to de-emphasize face-to-face communication.

Multiple Choice Questions

Accessibility: Keyboard Navigation

Accessibility: Keyboard Navigation

Accessibility: Keyboard Navigation

Accessibility: Keyboard Navigation

5. _____ occurs when meanings are misinterpreted due to intentional or unintentional

Accessibility: Keyboard Navigation

A. It is important throughout the change process, not just at the beginning.

Accessibility: Keyboard Navigation

A. Reducing the reliance on feedback in change-related communications

Accessibility: Keyboard Navigation

Accessibility: Keyboard Navigation

Accessibility: Keyboard Navigation

Accessibility: Keyboard Navigation

11. Which of the following statements is true of alpha males?

A. They are good listeners.

Accessibility: Keyboard Navigation

A. Using open postures

Accessibility: Keyboard Navigation

13. Which of the following is a power tell of submissive individuals?

A. Using a lower vocal register, and speaking more slowly

Accessibility: Keyboard Navigation

A. taking others' perspective into consideration

Accessibility: Keyboard Navigation

Accessibility: Keyboard Navigation

Accessibility: Keyboard Navigation

A. "I would be honored if you sit down."

Accessibility: Keyboard Navigation

A. Providing accurate information about the change

Accessibility: Keyboard Navigation

A. tell and sell

Accessibility: Keyboard Navigation

A. tell and sell

Accessibility: Keyboard Navigation

A. tell and sell

Accessibility: Keyboard Navigation