CHL Change Management Principles 4 — Questions and Answers
Question 1: A hospital implements a new hand hygiene protocol but compliance drops after six months. Which change management principle was most likely neglected?
- Urgency creation
- Short-term wins
- Sustaining change through embedded accountability systems (Correct answer)
- Stakeholder mapping
Correct answer: Sustaining change through embedded accountability systems
Sustained compliance requires embedding the change into standard workflows, performance metrics, and accountability structures.
Question 2: When applying Prosci's change management methodology, the 'sponsor' role is BEST described as:
- The project manager who tracks deliverables
- The senior leader who actively and visibly supports the change (Correct answer)
- The IT department lead who configures the new system
- The external consultant who designed the change plan
Correct answer: The senior leader who actively and visibly supports the change
In Prosci's model, an active and visible sponsor is the single most important factor in change success.
Question 3: Which of the following BEST describes 'emergent change' in a healthcare context?
- A planned, top-down initiative with a defined timeline
- Spontaneous, unplanned adaptations arising from daily operational challenges (Correct answer)
- A regulatory mandate implemented through policy revision
- A strategic merger driven by board decision
Correct answer: Spontaneous, unplanned adaptations arising from daily operational challenges
Emergent change occurs organically as frontline staff adapt processes in response to real-time problems rather than through planned initiatives.
Question 4: A healthcare leader notices that early adopters of a new telehealth platform are influencing colleagues positively. This reflects which concept?
- Regressive diffusion
- Diffusion of innovation — early adopter influence (Correct answer)
- Groupthink
- Change fatigue
Correct answer: Diffusion of innovation — early adopter influence
Rogers' Diffusion of Innovation theory identifies early adopters as key influencers who accelerate broader adoption.
Question 5: Which metric is MOST useful for evaluating the effectiveness of a change management intervention in healthcare?
- Budget variance of the implementation project
- Staff adoption rate and workflow compliance post-implementation (Correct answer)
- Number of change management training sessions delivered
- Length of the project plan document
Correct answer: Staff adoption rate and workflow compliance post-implementation
Adoption rate and workflow compliance directly measure whether the change has been internalized and sustained by staff.
Question 6: A leader faces strong resistance from a union group during a staffing restructure. The MOST appropriate change management approach is to:
- Proceed with implementation and document the resistance formally
- Negotiate with union representatives and incorporate legitimate concerns (Correct answer)
- Delay the restructure until the union supports it fully
- Replace resistant union members with temporary staff
Correct answer: Negotiate with union representatives and incorporate legitimate concerns
Negotiating and incorporating valid concerns demonstrates respect and often converts adversarial relationships into collaborative ones.
Question 7: In the context of change management, 'psychological safety' refers to:
- Physical safety protocols during system transitions
- A culture where staff feel safe to speak up, raise concerns, and take risks without fear of punishment (Correct answer)
- Confidential employee counseling during change
- HIPAA protections for patient data during transitions
Correct answer: A culture where staff feel safe to speak up, raise concerns, and take risks without fear of punishment
Psychological safety enables staff to voice concerns and experiment with new behaviors, which is essential for successful change adoption.
CHL Change Management Principles 4
A hospital implements a new hand hygiene protocol but compliance drops after six months.
Which change management principle was most likely neglected?