Class: Personnel and Organizational Psychology Chapter 14 - Organizational Theor
ID: 130399 • Letter: C
Question
Class: Personnel and Organizational Psychology
Chapter 14 - Organizational Theory and Development
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6. Theresa, who owns a baby clothing store, has noticed her customers are requesting products that are environmentally friendly. She initiates a nevw program where she rewards employees for identifying promising new products they should carry in their store. In this case, the "change agent" is a Theresa b. Theresa's employees c. The reward program Theresa has designed d. Future customers of the store 7. Zee owns a car repair shop. He's noted that female customers are often dissatisfied with service because they feel the car mechanics don't clearly explain what the problem was with their cars. As a result, Zee provides a checklist the mechanics must go through when they talk with clients. He uses the completion of these checklists to help evaluate mechanic performance. In this case, the "intervention" is: a. Lee b. the car mechanics c. The checklist procedure Zee has designed d. Zee's customers 8. Nevaeh is a manager in a home décor store. She believes the culture of the store has led employees to treat customers with disdain. In.order to change the culture of her store, she tells her employees that poor customer service does not support their goal of selling products, and that she will only be rewarding behaviors that demonstrate good customer service. According to Lewin's change model, Nevaeh is implementing which step? a. Refreezing b. Changing c. Unfreezing d. Moving 9. According to Lewin's change model, the step in the change process when real organizational change begins to happen is referred to as a. unfre b. changing C. moving d. refreezing ezingExplanation / Answer
6) Answer: Option a - Theresa
Reason: Change agent is the one who in the organization manages activities which are planned looking at the change in the environment. After the change in the environment is diagnosed, these change agents make plans and strategies accordingly.
Here in question number 6, we can clearly see that the problem is diagnosed i.e "Customers want more environment-friendly products" and accordingly Theresa came up with a strategic intervention of rewarding the employees who bring new ideas of promising products. Therefore Theresa is the change agent.
7) Answer: Option c - The checklist procedure Zee has designed
Reason: In the Intervention phase of Organisational Strategies, change steps are defined and sequenced in order in which the change has to be brought about. Further, the progress is monitored.
Here in question 7, Zee makes a checklist (defining and sequencing) and further uses it for evaluating mechanic performance (monitoring). Therefore the checklist procedure will be Intervention.
8) & 9)
Kurt Lewin's Change Model
According to Lewin's change model, a change model has three steps: unfreezing, changing and refreezing. The first step is to create a perception or need that a change is required, then in the second step move towards the new and desired perception and finally solidify the new perception and convert it into behavior.
8) Answer: Option c - Unfreezing
Reason: Nevaeh is trying to make the employees realize that the current way of dealing with customers is not right and they should change their behavior. She is also trying to motivate the employees by incentivizing the situation and promising for rewards for those who change their current way of working. She also tries to make them that good customer service is necessary to achieve their goal. Therefore the situation is still in unfreezing phase, as no subsequent change has happened and Navaeh is trying to change the perception of her employees.
9) Answer: Option b - Changing
Reason: As described above in Lewin's change model, changing step is the one where people unfreeze and start moving towards change. This is the transitioning phase and in this step, only the organizational change begins to happen.