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Change Management Flashcards

7 cards from real CQIA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Change Management flashcards as text

  1. Which stage of Kotter's 8-Step Change Model involves identifying and empowering a group of people to lead the change effort?

    Answer: Building a guiding coalition

    Building a guiding coalition (step 2) means assembling a powerful group with shared commitment to lead and coordinate the change.

  2. When an organization introduces a new quality process and employees slow adoption by reverting to old habits, this behavior is best described as:

    Answer: Passive resistance

    Passive resistance occurs when employees do not openly oppose change but quietly continue old behaviors rather than embracing new ones.

  3. A change agent's primary responsibility in a quality improvement initiative is to:

    Answer: Facilitate and champion the change process

    A change agent facilitates, advocates, and supports the change process to help the organization transition effectively.

  4. In Lewin's Force Field Analysis, 'driving forces' are best defined as:

    Answer: Pressures that push toward change

    Driving forces are factors that support or push toward change, counterbalancing the restraining forces that oppose it.

  5. Which communication approach is most effective when introducing a significant process change to frontline employees?

    Answer: Providing two-way communication with opportunities for questions

    Two-way communication allows employees to ask questions, express concerns, and feel included, which increases buy-in and reduces resistance.

  6. A quality improvement team notices that their process change has produced short-term gains but staff are reverting. According to change management principles, what is most likely missing?

    Answer: Reinforcement and sustainment mechanisms

    Without reinforcement—such as updated SOPs, recognition, and follow-up audits—changes are rarely sustained long-term.

  7. The ADKAR model of change management stands for Awareness, Desire, Knowledge, Ability, and:

    Answer: Reinforcement

    ADKAR's final element is Reinforcement—ensuring that change is sustained by recognition, incentives, and corrective actions.