APMG International APMG International Certifications CHANGE-MANAGEMENT-FOUNDATION Questions & Answers

• Question 21:

  Which item is one of Mayfield's seven principles of stakeholder engagement?

  A. Poorly facilitated meetings on NOT achieve their outcomes and waste people's time

  B. Identification is a continuous practice -new stakeholders emerge during a change old ones can fade away

  C. Continually look at the big picture and the long term to make sure the change sticks

  D. Different levels of engagement are required depending on where people are along the change journey

  Correct Answer: B

  Mayfield's seven principles of stakeholder engagement are: Engagement is a two-way process Identification is a continuous practice -new stakeholders emerge during a change old ones can fade away Different levels of engagement are required depending on where people are along the change journey Engagement requires empathy understanding what matters most to stakeholders Engagement requires authenticity -being honest about what can be influenced Engagement requires creativity -finding ways to involve stakeholders in meaningful ways Engagement requires courage being prepared to have difficult conversations Therefore, option B is one of Mayfield's seven principles of stakeholder engagement.

• Question 22:

  According to Glaser and Glaser, which element of team effectives enables team members to help each other address challenges?

  A. Team mission, planning and goal setting.

  B. Team roles

  C. Team operating processes

  D. Team inter-personal relationships

  Correct Answer: D

  According to Glaser and Glaser, team effectiveness is influenced by four elements: team mission, planning and goal setting; team roles; team operating processes; and team inter-personal relationships. Team inter-personal relationships refer

  to the quality of communication, trust, respect, and collaboration among team members. This element enables team members to help each other address challenges, as well as share feedback, ideas, and emotions.

  References: https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample% 20Paper%209%20-%20v1.0.pdf (page 11)

• Question 23:

  Which action is an appropriate change management response to people in the early stages of a change cure?

  A. Interpret emotions as evidence of poor change management

  B. Be clear about the losses that people will experience

  C. Delaycommunication until all the details are known

  D. Accept that everyone will eventually work their way through the curve

  Correct Answer: B

  The change curve is a model that describes the typical emotional stages that people go through when they face a change. The early stages of the change curve are characterized by shock, denial, anger, and frustration. To help people through these stages, change leaders should be clear about the losses that people will experience and acknowledge their feelings and concerns. The other options are not appropriate responses, as they would either ignore or dismiss people's emotions or create more uncertainty and confusion.

• Question 24:

  Which management approach is recommended to help people through the`endings'phase of Bridges model of human transition?

  A. Look for quick successes to announce

  B. Concentrate on the emotional content of issues

  C. Be clear about the scope of the change

  D. Encourage people to turn their backs on the past

  Correct Answer: B

  Bridges model of human transition is a framework that describes how people experience and cope with change. The model consists of three phases: endings, neutral zone, and new beginnings. The endings phase is when people have to let go of the old situation and deal with the loss and uncertainty that comes with change. The recommended management approach to help people through this phase is to concentrate on the emotional content of issues, that is, to acknowledge and address the feelings and reactions that people have, such as anger, denial, or sadness. This can help people to accept the change and move on to the next phase.

• Question 25:

  Which statement describes `confirmation bias'?

  A. People like continuity and find ways to avoid change

  B. People pay most attention to facts agree with their current opinions

  C. People assume that information that is easy to access will be the most important

  D. People allow their ideas to be shaped by what most other people are starting to believe

  Correct Answer: B

  Confirmation bias is a cognitive bias that causes people to pay more attention to facts that agree with their current opinions and ignore or discount facts that contradict them. Confirmation bias can affect how people perceive, interpret, and remember information, as well as how they make decisions and judgments. Confirmation bias can hinder learning and change, as people may resist or reject new information that challenges their existing beliefs or assumptions. References: https://www.mindtools.com/pages/article/avoiding-psychological-bias.htm#confirmationbias https://www.psychologytoday.com/us/basics/confirmation-bias

• Question 26:

  According to Herzberg's research, which factor leads to high job satisfaction?

  A. Responsibility

  B. Working conditions

  C. Salary

  D. Security

  Correct Answer: A

  According to Herzberg's research, job satisfaction and dissatisfaction are influenced by two different sets of factors: motivators and hygiene factors. Motivators are factors that lead to high job satisfaction and motivation, such as achievement, recognition, responsibility, advancement, and growth. Hygiene factors are factors that do not cause satisfaction, but can cause dissatisfaction if they are absent or inadequate, such as working conditions, salary, security, and supervision. Therefore, responsibility is a motivator that leads to high job satisfaction.

• Question 27:

  Which advantage relates to using a Persona to understand a stakeholder group?

  A. Allow checking of proposed solutions against this Persona to ensure solutions provide what is needed

  B. Enable a better understanding of the level of influence this stakeholder group has in the organization

  C. Allow tracking of how the members of this stakeholder group performance against their objectives

  D. Facilities more creative and innovative thinking amongst members of this stakeholder group

  Correct Answer: A

  A Persona is a fictional representation of a typical member of a stakeholder group, based on real data and insights. A Persona can help to understand the needs, goals, motivations, and challenges of a stakeholder group, as well as their attitudes and behaviors towards a change. One advantage of using a Persona is that it allows checking of proposed solutions against this Persona to ensure solutions provide what is needed and address any potential issues or concerns. References: https://apmg-international.com/files/document/change-management-foundation-online-brochure https://www.mindtools.com/pages/article/personas.htm

• Question 28:

  Which approach to fostering engagement and collaboration represents best practice for getting the MOST from social channelsduring change?

  A. Make clear to people what is considered acceptable use of social media

  B. Encourage people to make unrestricted use of social media

  C. Allow people to evolve local rules on how to use social media

  D. Encourage individuals to link workplace social media wit external contacts

  Correct Answer: A

  Social media is a type of communication channel that allows for online interaction and collaboration among people. Social media can be used to foster engagement and collaboration during change, as it can provide information, feedback, support, and innovation. However, social media also poses some challenges and risks, such as misinformation, distraction, or conflict. Therefore, the best practice for getting the most from social channels during change is to make clear to people what is considered acceptable use of social media, such as the purpose, tone, frequency, and content of the messages. The other options are not best practices, as they either encourage unrestricted or restricted use of social media, which can have negative consequences for the change.

• Question 29:

  When change takes a long time to embed, which is the MOST likely stakeholder response that may affect its momentum?

  A. Change work priorities to devote more time to change

  B. Withdraw attraction and focus on day to day tasks

  C. Redefine the changes to suite then better

  D. Complain to senior management that change is being badly managed

  Correct Answer: B

  When change takes a long time to embed, stakeholders may lose interest, enthusiasm, or commitment to the change. They may withdraw attention and focus on day to day tasks, as they feel that the change is not relevant, urgent, or beneficial for them. This may affect the momentum and success of the change. Therefore, option B is the most likely stakeholder response that may occur in this situation. The other options are less likely, as they either imply more involvement, effort, or feedback from the stakeholders.

• Question 30:

  Which of the following statements about two-way communication are true?

  Two way communication is useful for getting important information out quickly to large groups of people

  Two-way communicationencouragesand increases people's motivation to interact to find out more.

  A. Only 1 is true

  B. Only 2 is true

  C. Both 1 and 2 are true

  D. Neither 1 or 2 is true

  Correct Answer: B

  Two-way communication is a type of communication that allows for feedback, interaction, and dialogue between the sender and the receiver. Two-way communication is useful for engaging stakeholders, building trust and rapport, clarifying expectations, and resolving issues. Two-way communication encourages and increases people's motivation to interact to find out more, as they feel valued and involved in the change. Therefore, statement 2 is true. However, two-way communication is not useful for getting important information out quickly to large groups of people, as it can be time-consuming, complex, and inconsistent. For this purpose, one-way communication, such as newsletters, emails, or announcements, may be more suitable. Therefore, statement 1 is not true.