CPP Change Management & Organizational Development 2 — Questions and Answers
Question 1: In Kotter's 8-Step Change Model, what is the primary purpose of creating a 'guiding coalition'?
- To form a powerful group that leads the change effort (Correct answer)
- To identify employees who resist change
- To document the change management plan
- To measure the financial impact of change
Correct answer: To form a powerful group that leads the change effort
A guiding coalition assembles a team with enough power, credibility, and expertise to lead and sustain the change initiative.
Question 2: Which organizational development intervention focuses on improving relationships and communication between two or more work groups?
- Team building
- Intergroup development (Correct answer)
- Survey feedback
- Process consultation
Correct answer: Intergroup development
Intergroup development targets the attitudes, perceptions, and interactions between different departments or teams to reduce conflict and improve collaboration.
Question 3: When applying Lewin's Force Field Analysis to a change initiative, 'driving forces' are best described as:
- Forces that push toward achieving the change (Correct answer)
- Internal resistance from employees
- Budget constraints limiting change
- External regulatory requirements only
Correct answer: Forces that push toward achieving the change
Driving forces are pressures or factors that support moving toward the desired change state, while restraining forces oppose it.
Question 4: A CPP practitioner notices that employees understand a change but still resist it emotionally. This resistance is best addressed through:
- Issuing a formal policy mandate
- Providing additional technical training
- Addressing emotional and psychological concerns through empathy and dialogue (Correct answer)
- Increasing financial incentives
Correct answer: Addressing emotional and psychological concerns through empathy and dialogue
Emotional resistance requires empathetic communication, listening, and addressing underlying fears rather than purely rational or technical responses.
Question 5: Which metric is MOST useful for evaluating the effectiveness of a change management initiative post-implementation?
- Number of change requests submitted
- Employee adoption rate and sustained behavioral change (Correct answer)
- Total budget spent on training
- Number of steering committee meetings held
Correct answer: Employee adoption rate and sustained behavioral change
Sustained adoption rate directly measures whether employees have integrated the change into daily work, which is the ultimate goal of change management.
Question 6: In organizational development, 'appreciative inquiry' differs from traditional problem-solving by:
- Focusing on root cause analysis of failures
- Building on existing strengths and positive experiences (Correct answer)
- Eliminating underperforming employees
- Using quantitative data exclusively
Correct answer: Building on existing strengths and positive experiences
Appreciative inquiry uses positive questions to discover what works well and builds change strategy around those strengths rather than deficits.
Question 7: A process professional is rolling out a new ERP system. The ADKAR model indicates 'Desire' is lacking. What should the change manager do?
- Accelerate training delivery
- Re-communicate project scope and timelines
- Identify and address personal motivations and WIIFM concerns (Correct answer)
- Escalate resistance to senior leadership immediately
Correct answer: Identify and address personal motivations and WIIFM concerns
Desire in ADKAR represents personal motivation to support the change; addressing 'What's In It For Me' concerns is the appropriate intervention at this stage.
CPP Change Management & Organizational Development 2
In Kotter's 8-Step Change Model, what is the primary purpose of creating a 'guiding coalition'?