1. Which item is the least relevant factor in terms of the effectiveness of the change lever deployment?

• The timing of deployment.
• Change agent's credibility.
• The change target's credibility.
• The change target's receptivity.

2. According to John Kotter's 8-step procedural framework for leading change, which one is NOT one of the pitfalls of institutionalizing new approaches step?

• Not creating new social norms and shared values consistent with changes.
• Failing to remove powerful individuals who resist the change effort.
• Promoting people into leadership positions who do not personify the new approach.
• None of the choices.

3. According to David Garvin and Michael Roberto, dysfunctional routines that stop change include the dog and pony show must go on. Which item below exemplifies this dysfunctional routine?

• Staff members generate a continual stream of proposals and reports; managers repeatedly tinker with each one, fine-tuning their choices without ever making a final.
• Some organizations put so much weight on process that they confuse ends and means, form and content.
• To avoid facing challenges in their core business, some managers look to new products, new services, and new lines of business.
• Most employees from past experiences have learned to believe that the wisest course of action is to ignore new initiatives, work around them, or wait things out.

4. According to David Garvin and Michael Roberto, a four-stage persuasion campaign for an organizational change is:

• Preparing your organization's cultural soil; present your plan; manage employees emotions; re-inforce desired behavioral changes.
• Creating awareness; communicate the plan; plan a trial and error stage with short-term wins; institutionalize the change.
• Creating expectations; review and evaluate the options; establish teams for leading teams and developing trial an error initiatives; re-inforce desired behavioral change.
• Creating a vision; communicate the vision; establish teams for leading teams and developing trial an error initiatives; institutionalize the change.