CBC Change Management 2 — Questions and Answers
Question 1: A business coach is guiding a client whose employees are resisting a new CRM system. According to Kotter's 8-step model, what should the leadership team establish FIRST?
- A sense of urgency around why the change matters (Correct answer)
- A detailed training schedule for all staff
- A reward system for early adopters
- A rollback plan in case the change fails
Correct answer: A sense of urgency around why the change matters
Kotter's model begins with creating a sense of urgency so people understand why change is necessary now.
Question 2: In the ADKAR model of individual change, what does the 'A' at the beginning stand for?
- Awareness of the need for change (Correct answer)
- Acceptance of new procedures
- Alignment with company vision
- Accountability for results
Correct answer: Awareness of the need for change
ADKAR stands for Awareness, Desire, Knowledge, Ability, and Reinforcement, beginning with awareness of why change is needed.
Question 3: A coaching client says, 'My team agreed to the reorganization in meetings, but nothing has actually changed in their daily behavior.' Which change management concept BEST describes this gap?
- Compliance without commitment (Correct answer)
- Change saturation
- Scope creep
- Survivor syndrome
Correct answer: Compliance without commitment
Compliance without commitment occurs when people outwardly agree to change but do not internalize or act on it.
Question 4: According to Kurt Lewin's three-stage change model, what is the purpose of the 'unfreezing' stage?
- Preparing people to let go of existing habits and mindsets (Correct answer)
- Locking in new behaviors as the standard
- Measuring the financial impact of the change
- Restructuring the organizational chart
Correct answer: Preparing people to let go of existing habits and mindsets
Unfreezing readies the organization by breaking down the existing status quo before new behaviors are introduced.
Question 5: A business coach notices a client organization launched five major initiatives in one quarter and employees seem disengaged and overwhelmed. What is this phenomenon called?
- Change fatigue (Correct answer)
- Groupthink
- Founder's syndrome
- Analysis paralysis
Correct answer: Change fatigue
Change fatigue is the exhaustion and disengagement that results from too many changes happening at once or in succession.
Question 6: When coaching an executive through organizational change, why is identifying 'quick wins' early in the process recommended?
- They build momentum and credibility for the larger change effort (Correct answer)
- They eliminate the need for a long-term change plan
- They allow leadership to skip stakeholder communication
- They guarantee the change will meet its budget
Correct answer: They build momentum and credibility for the larger change effort
Quick wins demonstrate visible progress, which builds trust, momentum, and continued support for the change.
Question 7: A client's middle managers are blocking a change initiative because they fear losing authority. What is the MOST effective coaching-aligned strategy to address this resistance?
- Involve the managers in shaping the change and clarify their future roles (Correct answer)
- Bypass the managers and communicate directly with frontline staff
- Threaten disciplinary action for non-cooperation
- Delay the change until the managers retire or leave
Correct answer: Involve the managers in shaping the change and clarify their future roles
Involving resisters in designing the change and addressing their role concerns converts fear into ownership.
CBC Change Management 2
A business coach is guiding a client whose employees are resisting a new CRM system.
According to Kotter's 8-step model, what should the leadership team establish FIRST?