CSC CSC Change Management & Organizational Development 2 — Questions and Answers
Question 1: Which organizational development intervention focuses on improving team dynamics, trust, and collaboration within a work group?
- Process consultation
- Team building (Correct answer)
- Job enrichment
- Survey feedback
Correct answer: Team building
Team building is an OD intervention specifically designed to improve interpersonal dynamics, trust, and collaborative effectiveness within work groups.
Question 2: In organizational development, 'action research' is BEST described as:
- Conducting market surveys to find new customers
- A cyclical process of diagnosing problems, planning interventions, implementing actions, and evaluating results (Correct answer)
- Reviewing historical financial data
- Benchmarking against industry competitors
Correct answer: A cyclical process of diagnosing problems, planning interventions, implementing actions, and evaluating results
Action research is a cyclical OD process involving diagnosis, planning, action, and evaluation, with each cycle informing the next.
Question 3: A senior consultant is designing a change communication plan. Which communication principle is MOST important for reducing uncertainty among employees?
- Sending communications only after all details are finalized
- Communicating early, frequently, and honestly even when information is incomplete (Correct answer)
- Using only written memos
- Restricting information to senior leadership only
Correct answer: Communicating early, frequently, and honestly even when information is incomplete
Communicating early, frequently, and honestly—even with incomplete information—reduces uncertainty and prevents rumor-driven resistance.
Question 4: What is the role of a 'change champion' in an organizational change initiative?
- A consultant who manages the project budget
- An influential employee who advocates for the change and supports peers through the transition (Correct answer)
- A vendor providing new technology
- An executive who approves the change plan
Correct answer: An influential employee who advocates for the change and supports peers through the transition
Change champions are influential employees who advocate for the initiative and provide peer-level support to colleagues navigating the transition.
Question 5: Which metric is MOST commonly used to measure the success of a change management program post-implementation?
- Number of project meetings held
- Employee adoption rate and sustained behavioral change (Correct answer)
- Total project spend
- Number of change requests submitted
Correct answer: Employee adoption rate and sustained behavioral change
Employee adoption rate and sustained behavioral change are the primary indicators that a change management program has succeeded beyond go-live.
Question 6: During the 'Normalize' phase of change, a senior consultant should focus on:
- Diagnosing the need for change
- Reinforcing new behaviors and embedding changes into organizational culture (Correct answer)
- Identifying stakeholders
- Developing the project charter
Correct answer: Reinforcing new behaviors and embedding changes into organizational culture
During the normalize or reinforcing phase, consultants focus on sustaining momentum by embedding new behaviors into culture through recognition and accountability.
CSC CSC Change Management & Organizational Development 2
Which organizational development intervention focuses on improving team dynamics, trust, and collaboration within a work group?