PCC Business Strategy & Client Solutions 5

Question 1

Which change model follows the stages Unfreeze, Change, and Refreeze?

Accepted Answer

Lewin's Change Model

Answer

Kurt Lewin's three-stage model describes unfreezing, changing, and refreezing behavior.

Question 2

According to Kotter's 8-step model, what is the first step in leading change?

Accepted Answer

Create a sense of urgency

Answer

Kotter starts with creating urgency to build motivation for change.

Question 3

In the ADKAR model, the 'K' stands for:

Accepted Answer

Knowledge

Answer

ADKAR stands for Awareness, Desire, Knowledge, Ability, and Reinforcement.

Question 4

Repeatedly asking 'why' to find the underlying cause of a recurring problem is the:

Accepted Answer

5 Whys technique

Answer

The 5 Whys drills down through symptoms to reach the root cause.

Question 5

A Pareto analysis shows that 80% of customer complaints come from 20% of issue types. The consultant should:

Accepted Answer

Prioritize fixing the few issue types causing most complaints

Answer

Pareto analysis directs effort to the vital few causes with the biggest impact.

PCC - Professional Consultants Certificate Practice Test