CHL Change Management Principles 2 — Questions and Answers
Question 1: A healthcare leader wants to reduce resistance to an upcoming EHR system change. Which strategy is MOST effective early in the process?
- Mandate compliance through policy enforcement
- Engage frontline staff as co-designers of the new workflow (Correct answer)
- Announce the change via organization-wide email
- Implement the change in one unit before communicating it
Correct answer: Engage frontline staff as co-designers of the new workflow
Involving frontline staff early builds ownership and reduces resistance by giving them a voice in the change.
Question 2: According to Lewin's Change Model, what must happen during the 'unfreezing' stage?
- New behaviors are reinforced and standardized
- The organization reverts to baseline operations
- Existing attitudes and processes are disrupted to create readiness (Correct answer)
- A pilot group tests the new workflow
Correct answer: Existing attitudes and processes are disrupted to create readiness
Unfreezing destabilizes the status quo so staff become open to adopting new behaviors.
Question 3: A hospital is merging two departments with different cultures. Which change management tool best assesses readiness before implementation?
- SWOT analysis
- Force Field Analysis
- Organizational readiness assessment (Correct answer)
- Root cause analysis
Correct answer: Organizational readiness assessment
An organizational readiness assessment evaluates staff capacity, leadership support, and cultural alignment prior to change.
Question 4: Which behavior by a healthcare leader best models transformational change leadership?
- Delegating all change communication to HR
- Articulating a compelling vision and connecting it to staff values (Correct answer)
- Focusing exclusively on metrics and timelines
- Waiting for full consensus before proceeding
Correct answer: Articulating a compelling vision and connecting it to staff values
Transformational leaders inspire by linking change to a meaningful purpose that resonates with staff values.
Question 5: In the ADKAR model, what does the 'K' represent?
- Knowledge of how to change (Correct answer)
- Key performance indicators
- Kinetic energy for implementation
- Known risks of the change
Correct answer: Knowledge of how to change
In ADKAR, K stands for Knowledge — understanding how to implement the change effectively.
Question 6: A nurse manager notices that staff comply with a new protocol during observations but revert to old habits afterward. This is best addressed by:
- Issuing formal disciplinary warnings
- Strengthening the reinforcement stage of the change plan (Correct answer)
- Restarting the change process from the beginning
- Assigning a new change champion
Correct answer: Strengthening the reinforcement stage of the change plan
Reverting to old habits signals insufficient reinforcement; sustained change requires consistent feedback and accountability mechanisms.
Question 7: Which of the following is a key characteristic of a 'change champion' in a healthcare organization?
- A senior executive who enforces policy compliance
- A peer-level influencer who models and advocates for the change (Correct answer)
- An external consultant who designs the change strategy
- A data analyst who tracks implementation metrics
Correct answer: A peer-level influencer who models and advocates for the change
Change champions are credible peers who demonstrate the change and influence colleagues through trusted relationships.
CHL Change Management Principles 2
A healthcare leader wants to reduce resistance to an upcoming EHR system change.
Which strategy is MOST effective early in the process?