[2024年更新]Change-Management-FoundationはChange Managementリアルな無料試験練習テスト
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質問 # 11
Which is a benefit of using change agent networks?
- A. They take accountability for delivering all change objectives within agreed timescales
- B. They take charge of defining and appropriate strategy for change
- C. They provide reports to management on staff performance
- D. They help people keep up to date and involved in the change
正解：D
解説：
Explanation
Change agent networks are groups of people who act as advocates, champions, or ambassadors for a change within an organization. They can help to communicate, implement, and sustain the change at different levels and locations. One of the benefits of using change agent networks is that they help people keep up to date and involved in the change, as they provide information, feedback, support, and guidance throughout the change process. The other options are not benefits of using change agent networks, as they either imply different roles or responsibilities for the change agent networks or are not relevant to their function. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 12
According to Tiompenaars and harronden-Turner, which example is a level three basic assumption' expression of culture?
- A. The required behaviors are set out in theemployee'sguide
- B. The team motto is 'to deliver excellent service'
- C. Meeting customer need is more important than profit
- D. Senior management grades are entitled to 'executive' chairs
正解：C
解説：
Explanation
According to Trompenaars and Hampden-Turner, culture can be expressed at three levels: artifacts, values, and basic assumptions. Artifacts are the visible and tangible manifestations of culture, such as symbols, rituals, and heroes. Values are the shared beliefs and preferences that guide behavior and decision making. Basic assumptions are the unconscious and taken-for-granted beliefs that underlie values and artifacts. Meeting customer need is more important than profit is an example of a basic assumption, as it reflects a deep-rooted belief that influences the values and artifacts of the organization. The other options are examples of artifacts or values, not basic assumptions. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 13
Which statement describes 'confirmation bias'?
- A. People assume that information that is easy to access will be the most important
- B. People allow their ideas to be shaped by what most other people are starting to believe
- C. People like continuity and find ways to avoid change
- D. People pay most attention to facts agree with their current opinions
正解：D
解説：
Explanation
Confirmation bias is a cognitive bias that causes people to pay more attention to facts that agree with their current opinions and ignore or discount facts that contradict them. Confirmation bias can affect how people perceive, interpret, and remember information, as well as how they make decisions and judgments.
Confirmation bias can hinder learning and change, as people may resist or reject new information that challenges their existing beliefs or assumptions.
References:
* https://www.mindtools.com/pages/article/avoiding-psychological-bias.htm#confirmationbias
* https://www.psychologytoday.com/us/basics/confirmation-bias
質問 # 14
Which statement describes 'shared values' in the McKinsey 7S model?
- A. The attitude of staff toward their work
- B. The introduction of matrix management
- C. The ability of employees to perform their roles
- D. The management style adopted by senior leaders
正解：A
解説：
Explanation
The McKinsey 7S model is a framework to analyze and improve organizational performance and effectiveness. The model consists of seven interrelated elements: strategy, structure, systems, shared values, skills, style, and staff. Shared values refer to the core values and beliefs that guide the organization's vision, mission, and culture. The attitude of staff toward their work is an example of shared values. The other options are examples of other elements in the model. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 15
In Herzberg's studies on job satisfaction, which statement about dissatisfiesChygene factors') is true?
- A. The dissatisfiers are related to the workitself, rather than its context
- B. Beyonda certain level, improving dissatisfiers does not lead to job satisfaction
- C. It is unnecessary to consider the impact of change on the dissatisfiers
- D. Dissatisfiers are the only factors that can be influenced in the work place.
正解：B
解説：
Explanation
According to Herzberg's research, job satisfaction and dissatisfaction are influenced by two different sets of factors: motivators and hygiene factors. Motivators are factors that lead to high job satisfaction and motivation, such as achievement, recognition, responsibility, advancement, and growth. Hygiene factors are factors that do not cause satisfaction, but can cause dissatisfaction if they are absent or inadequate, such as working conditions, salary, security, and supervision. Beyond a certain level, improving dissatisfiers (hygiene factors) does not lead to job satisfaction, as they only prevent dissatisfaction. To increase job satisfaction, motivators need to be enhanced or introduced. Therefore, statement B is true. The other statements are not true, as they either contradict or misinterpret Herzberg's theory. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 16
Which management approach is recommended to help people through the neutral zone' phase of Gridges' model of human transition?
- A. Direct feedback through the normal line management processes
- B. Reduce gossip by limiting social occasions at work.
- C. Hold on to established routines wherever possible
- D. Describe thisperiod as an opportunity to learn
正解：D
解説：
Explanation
Bridges' model of human transition describes three phases that people go through when they experience change: ending, losing, and letting go; the neutral zone; and the new beginning. The neutral zone is a period of uncertainty, confusion, and anxiety, but also creativity, innovation, and learning. To help people through this phase, change leaders should describe this period as an opportunity to learn new skills, explore new possibilities, and experiment with new solutions. The other options would not help people through this phase, as they would either maintain the status quo, increase gossip and rumors, or limit feedback channels.
References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 17
Which reason explains why it is helpful to segment stakeholders?
- A. Identities individuals or groups who are resisting change
- B. Enables different approaches and analysis techniques to be used with different stakeholder groups
- C. Helps identify the organization's culture for scoping appropriate engagement
- D. It highlights the level of influence and interest stakeholders have in the planned change
正解：B
解説：
Explanation
Segmenting stakeholders is the process of dividing them into groups based on common characteristics, such as roles, interests, needs, expectations, or attitudes towards the change. One reason why it is helpful to segment stakeholders is that it enables different approaches and analysis techniques to be used with different stakeholder groups. For example, segmenting stakeholders can help to tailor communication messages and channels to suit each group's preferences and concerns, or to apply different engagement strategies and tactics to address each group's level of influence and impact.
References:
* https://apmg-international.com/files/document/change-management-foundation-online-brochure
* https://www.mindtools.com/pages/article/newPPM_07.htm
質問 # 18
Which advantage relates to using a Persona to understand a stakeholder group?
- A. Facilities more creative and innovative thinking amongst members of this stakeholder group
- B. Allow checking of proposed solutions against this Persona to ensure solutions provide what is needed
- C. Enable a better understanding of the level of influence this stakeholder group has in the organization
- D. Allow tracking of how the members of this stakeholder group performance against their objectives
正解：B
解説：
Explanation
A Persona is a fictional representation of a typical member of a stakeholder group, based on real data and insights. A Persona can help to understand the needs, goals, motivations, and challenges of a stakeholder group, as well as their attitudes and behaviors towards a change. One advantage of using a Persona is that it allows checking of proposed solutions against this Persona to ensure solutions provide what is needed and address any potential issues or concerns.
References:
* https://apmg-international.com/files/document/change-management-foundation-online-brochure
* https://www.mindtools.com/pages/article/personas.htm
質問 # 19
Which of the following statements about two-way communication are true?
Two way communication is useful for getting important information out quickly to large groups of people Two-way communicationencouragesand increases people's motivation to interact to find out more.
- A. Both 1 and 2 are true
- B. Neither 1 or 2 is true
- C. Only 2 is true
- D. Only 1 is true
正解：C
解説：
Explanation
Two-way communication is a type of communication that allows for feedback, interaction, and dialogue between the sender and the receiver. Two-way communication is useful for engaging stakeholders, building trust and rapport, clarifying expectations, and resolving issues. Two-way communication encourages and increases people's motivation to interact to find out more, as they feel valued and involved in the change.
Therefore, statement 2 is true. However, two-way communication is not useful for getting important information out quickly to large groups of people, as it can be time-consuming, complex, and inconsistent. For this purpose, one-way communication, such as newsletters, emails, or announcements, may be more suitable.
Therefore, statement 1 is not true. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 20
According to Morgan, what metaphor applies to an organization that has structured and tightly-controlled processes?
- A. Machines
- B. Flux and transformation
- C. Political systems
- D. Brains
正解：A
解説：
Explanation
According to Morgan, machines is a metaphor that applies to an organization that has structured and tightly-controlled processes. This metaphor views organizations as rational, efficient, and predictable systems that operate according to predefined rules and procedures. This metaphor emphasizes order, stability, hierarchy, and control.
References:
* https://www.mindtools.com/pages/article/newSTR_90.htm
* https://www.researchgate.net/publication/228163085_Images_of_Organization
質問 # 21
Which of the following statement about communication approaches that encourage engagement during change are true?
It is helpful to delay communication until all the information is avoiding the risk of misleading people with insufficient data.
An external communications agency should be asked to relay messages when dealing with a difficult change.
- A. Both 1 and 2 are true
- B. Only 2 is the true
- C. Neither 1 or 2 is true
- D. Only 1 is true
正解：C
解説：
Explanation
Communication approaches that encourage engagement during change should be timely, transparent, honest, consistent, and two-way. It is not helpful to delay communication until all the information is available, as this can create uncertainty and anxiety among stakeholders. It is also not advisable to use an external communications agency to relay messages when dealing with a difficult change, as this can undermine trust and credibility of the change leaders. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 22
According to Honey and Munford, which learning style would team BEST through watching a video showinga new being undertaken in the work environment?
- A. Refector
- B. Theorist
- C. Progmalist
- D. Activist
正解：A
解説：
Explanation
Reflectors are people who prefer to learn by observing and thinking about their experiences. They enjoy taking time to consider new information and ideas and tend to be thoughtful and analytical. Watching a video showing a new being undertaken in the work environment would suit their learning style as they can observe how others do it and reflect on the implications and outcomes.
References:
* https://expertprogrammanagement.com/2020/10/honey-and-mumford/
* https://www.simplimba.com/honey-and-mumford-model/
質問 # 23
Which management approach is recommended to help people through the'endings'phase of Bridges model of human transition?
- A. Look for quick successes to announce
- B. Encourage people to turn their backs on the past
- C. Be clear about the scope of the change
- D. Concentrate on the emotional content of issues
正解：D
解説：
Explanation
Bridges model of human transition is a framework that describes how people experience and cope with change. The model consists of three phases: endings, neutral zone, and new beginnings. The endings phase is when people have to let go of the old situation and deal with the loss and uncertainty that comes with change.
The recommended management approach to help people through this phase is to concentrate on the emotional content of issues, that is, to acknowledge and address the feelings and reactions that people have, such as anger, denial, or sadness. This can help people to accept the change and move on to the next phase.
References:
* https://www.mindtools.com/pages/article/bridges-transition-model.htm
* https://www.wmbridges.com/about/what-is-transition/
質問 # 24
What role in change must promote an idea to potential Sponsors?
- A. Change Agent
- B. Sponsor
- C. Idea-Generator
- D. Targets
正解：A
解説：
Explanation
According to the Change Management Institute's Change Management Roles Model, there are four main roles in change: Idea-Generator, Sponsor, Change Agent, and Target. Idea-Generator is the role that identifies the need for change and proposes a solution. Sponsor is the role that authorizes and funds the change. Change Agent is the role that promotes an idea to potential Sponsors and implements the change once it is approved.
Target is the role that is affected bythe change and needs to adopt new behaviors or ways of working.
References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 25
Which advice is given about managing the 'complexresponsive processes' that surround emergent change?
- A. Restrict communications about change to only those who need to know
- B. He prepared to spend time addressing every specific issue that anses
- C. Ignore any 'unofficial' discussions between managers and staff
- D. Focus on the main purpose of the change father than specific events
正解：D
解説：
Explanation
Emergent change is a type of change that arises from within an organization, rather than being imposed from outside. Emergent change is influenced by complex responsive processes, which are the patterns of interaction and communication that occur among people in an organization. To manage these processes, change leaders should focus on the main purpose of the change rather than specific events, as this helps to create a shared vision and direction for the change. The other options are not good advice for managing complex responsive processes, as they either ignore, restrict, or overreact to them, which can hinder the emergence and adaptation of the change. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 26
When assessing the severity of change impacts during a stakeholder impact assessment, what is meant by the coverage of impact?
- A. The number of change initiatives affecting a specific stakeholder category
- B. The probability of unintended consequences affecting a stakeholder group
- C. The proportion of a given stakeholder group that are impacted by a change
- D. The number of change agents required to support the change
正解：C
解説：
Explanation
When assessing the severity of change impacts during a stakeholder impact assessment, one of the criteria that can be used is the coverage of impact. The coverage of impact refers to the proportion of a given stakeholder group that are impacted by a change. For example, if a change affects 80% of the employees in a department, the coverage of impact is high. The other options are not criteria for assessing the severity of change impacts, but rather factors or outcomes of other processes or activities in the change process
質問 # 27
Which item is one of Mayfield's seven principles of stakeholder engagement?
- A. Poorly facilitated meetings on NOT achieve their outcomes and waste people's time
- B. Identification is a continuous practice -new stakeholders emerge during a change old ones can fade away
- C. Different levels of engagement are required depending on where people are along the change journey
- D. Continually look at the big picture and the long term to make sure the change sticks
正解：B
解説：
Explanation
Mayfield's seven principles of stakeholder engagement are:
* Engagement is a two-way process
* Identification is a continuous practice -new stakeholders emerge during a change old ones can fade away
* Different levels of engagement are required depending on where people are along the change journey
* Engagement requires empathy -understanding what matters most to stakeholders
* Engagement requires authenticity -being honest about what can be influenced
* Engagement requires creativity -finding ways to involve stakeholders in meaningful ways
* Engagement requires courage -being prepared to have difficult conversations Therefore, option B is one of Mayfield's seven principles of stakeholder engagement. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 28
Which action is an appropriate change management response to people in the early stages of a change cure?
- A. Accept that everyone will eventually work their way through the curve
- B. Interpret emotions as evidence of poor change management
- C. Be clear about the losses that people will experience
- D. Delaycommunication until all the details are known
正解：C
解説：
Explanation
The change curve is a model that describes the typical emotional stages that people go through when they face a change. The early stages of the change curve are characterized by shock, denial, anger, and frustration. To help people through these stages, change leaders should be clear about the losses that people will experience and acknowledge their feelings and concerns. The other options are not appropriate responses, as they would either ignore or dismiss people's emotions or create more uncertainty and confusion. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 29
When comparing 'lean' and 'rich' communication channels, which of the following statements about a 'rich' communication channelistrue?
A 'rich' channel allows for conversation a quick response, and the chance for interaction.
A 'rich' channel conveys non-verbal cues, suchas emotion and feelings, tone or gestures.
- A. Neither 1 or 2 is true
- B. Only 2 is true
- C. Both 1 and 2 are true
- D. Only 1 is true
正解：C
解説：
Explanation
Communication channels can be classified as lean or rich, depending on the amount and quality of information they can convey. A rich communication channel allows for conversation, a quick response, and the chance for interaction, as well as conveys non-verbal cues, such as emotion and feelings, tone or gestures. Examples of rich communication channels are face-to-face meetings, video calls, or phone calls. Therefore, both statements
1 and 2 are true. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 30
Which is a description of the role of Line Management in the change process?
- A. Ensure senior managers are committed to the changes
- B. Tests thinking and advises on effective delivery of change
- C. Provides financial resources to support specific change tasks
- D. Develops communications networks across the organization
正解：B
解説：
Explanation
According to the Change Management Institute's Change Management Roles Model, there are four main roles in change: Idea-Generator, Sponsor, Change Agent, and Target. Line Management is a sub-role of Change Agent, which is the role that promotes an idea to potential Sponsors and implements the change once it is approved. Line Management tests thinking andadvises on effective delivery of change, as well as supports and coaches staff through the change. The other options are not descriptions of the role of Line Management, but rather of other roles or activities in the change process. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 31
When starting to identify the impacts of a change initiative, which description BEST fits one of the recommended key inputs?
- A. A statement of the differences between the current and future states
- B. An assessment of where people are on the change curve
- C. The planned frequency of staff engagement surveys
- D. An organization chart showing senior positions in the new structure
正解：A
解説：
Explanation
When starting to identify the impacts of a change initiative, one of the recommended key inputs is a statement of the differences between the current and future states. This helps to define the scope, scale, and nature of the change, as well as the gaps and opportunities that need to be addressed. The other options are not key inputs for identifying the impacts of a change initiative, but rather outcomes or activities of other processes or stages in the change process. References:
https://apmg-international.com/sites/default/files/Change%20Management%20Foundation%20Sample%20Paper (page 11)
質問 # 32
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