Directions: Choose the one best answer from among the four choices provided.

1		Some of the reasons for organizational change include competition, globalization, and:
			A)	Change of management.
			B)	Change of employees.
			C)	Marketing.
			D)	Communication vacuum.
2		When employees perceive that they are not given adequate information about what is happening in the organization, they are in:
			A)	An information booth.
			B)	A communication vacuum.
			C)	A communication breakdown.
			D)	A communication conflict.
3		The four factors that contribute to change resistance are: 1) Fear, 2) Loss of faith and personal investment and:
			A)	3) Anxiety and 4) Feeling that past efforts are worthless.
			B)	3) Interruption of routine and 4) Feeling that organization does not trust them.
			C)	3) Anxiety and 4) Feeling that organization does not trust them.
			D)	3) Interruption of routine and 4) Feeling that past efforts are worthless.
4		The most effective channel for change communication is:
			A)	Open dialogue among the change makers.
			B)	A memo to the employees from the President
			C)	A video conference where the President speaks to the employees.
			D)	Face to face dialogue during open meetings.
5		If you want other people to buy into a change, you need to design:
			A)	An open argument that gives opportunity for challenging the reasons.
			B)	Compelling information about your competition.
			C)	A compelling argument that gives concrete reasons.
			D)	Advantages for your customers.
6		One way to include new vision in the corporate culture is to:
			A)	Down size the number of employees.
			B)	Change the company logo.
			C)	Hold open forums for employees.
			D)	Personalize the change process.
7		Basic feelings or needs that may be fulfilled through the achievement of certain goals are called:
			A)	Positions.
			B)	Attitudes.
			C)	Interests.
			D)	Demands.
8		There are four main types of conflict, which can combine in several ways: conflicts in:
			A)	Communication, social views, relational, and fundamental interests.
			B)	Social views, communications, fundamental interests, and personal.
			C)	Business, communications, and fundamental interests.
			D)	Business, social views, communications, and fundamental interests.
9		Communications conflicts arise from interpreted meaning and:
			A)	Attitudes and sarcasm.
			B)	Ethnicity and corporate culture.
			C)	Styles of communication and behaviors.
			D)	Styles of culture and behaviors.
10		Depending upon the parties involved and the nature of conflict, there are four forms of negotiation used: conflict management,:
			A)	Positional bargaining, mediation, and arbitration.
			B)	Positional bargaining, mediation, and arbitrariness.
			C)	Interests bargaining, mediation, and arbitration.
			D)	Interests bargaining, mediation, and arbitrariness.
11		In trying to resolve conflict, if you listen actively, identify and share your interests, and avoid personal attacks, you are at the:
			A)	First stage of dialogue transformation.
			B)	Stage of dialogue transformation where the conflict is about to be resolved.
			C)	Third stage of dialogue transformation.
			D)	Second stage of dialogue transformation.
12		In order to reduce resistance to change, messages should be clear and transmitted:
			A)	Only once with a specific focus on how the change will affect people personally.
			B)	Repetitively with a specific focus on how the change will affect the product.
			C)	Repetitively with a specific focus on how the change will affect people personally.
			D)	Only once with a specific focus on how the change will affect the product.
13		In change communication, adversarial messages intensify the problem and can:
			A)	Pulverize the people involved.
			B)	Change the people involved.
			C)	Polarize the people involved.
			D)	Help the people involved.
14		Jointly-created dialogue must allow every participant the freedom to express feelings and opinions:
			A)	Without fear of being fired.
			B)	Without fear of judgmental feedback.
			C)	With the knowledge that feedback may be judgmental.
			D)	With the power of judging others.
15		Traditional conflict resolution strategies involve negotiation, which is the analysis and discussion of a problem that includes a process of:
			A)	Compromise, but no trading of offers.
			B)	Compromise, trading offers, and counteroffers.
			C)	No compromise, but cooperation.
			D)	Collaboration and compromise.