WGU C721 Change Management 2026/2027 | WGU
C721 Performance Assessment Study Guide & Task
Prep | Change Management Models, Organizational
Change, Stakeholder Analysis, Implementation &
Change Strategies
Question 1: What is the primary goal of change management?
A. To eliminate all employee resistance to new initiatives
B. To transition organizations from a current state to a desired future state
with minimal disruption
C. To increase company profits immediately through cost-cutting measures
D. To replace all existing leadership with new management
CORRECT ANSWER: B. To transition organizations from a current
state to a desired future state with minimal disruption
Rationale: Change management is a structured approach focused on
transitioning individuals, teams, and organizations from a present state to a
future state while minimizing disruption. Eliminating all resistance is
unrealistic, and profit increases are an outcome rather than the primary
goal .
Question 2: Which type of organizational change involves small,
ongoing improvements within existing systems?
A. Transformational change
B. Reactive change
C. Incremental change
D. Discontinuous change
CORRECT ANSWER: C. Incremental change
Rationale: Incremental change involves a series of small, evolutionary steps
such as continuous improvement efforts. Transformational change is major
and sweeping, while reactive change responds to external pressure .
Question 3: According to Kurt Lewin's Change Model, what is the
correct sequence of stages?
A. Change, Unfreeze, Refreeze
B. Refreeze, Change, Unfreeze
C. Unfreeze, Change, Refreeze
D. Unfreeze, Refreeze, Change
CORRECT ANSWER: C. Unfreeze, Change, Refreeze
,Rationale: Lewin's model begins with Unfreeze (preparing for change),
moves to Change (executing the change), and concludes with Refreeze
(solidifying the new state as the norm) .
Question 4: What is the primary purpose of the "Unfreeze" stage in
Lewin's model?
A. To implement new systems and provide employee training
B. To create motivation for change by reducing resistance and
disconfirming the status quo
C. To monitor compliance with new procedures
D. To reward employees for adopting new behaviors
CORRECT ANSWER: B. To create motivation for change by reducing
resistance and disconfirming the status quo
Rationale: The Unfreeze stage focuses on preparing the organization by
creating awareness of why change is necessary and reducing resistance to
the status quo. Implementation occurs during the Change stage .
Question 5: What is a major criticism of Lewin's Change Model in
modern business environments?
A. It places too much emphasis on employee participation
B. The "Refreeze" stage is often unrealistic when change is constant
C. It lacks a clear implementation phase
D. It requires excessive financial resources
CORRECT ANSWER: B. The "Refreeze" stage is often unrealistic
when change is constant
Rationale: In today's fast-paced business environment, change is
continuous rather than episodic. The Refreeze stage assumes a stable end
state that may not exist, making it difficult to apply in organizations facing
ongoing transformation .
Question 6: What is the first step in Kotter's 8-Step Change
Process?
A. Form a powerful guiding coalition
B. Create a vision
C. Establish a sense of urgency
D. Communicate the vision
,CORRECT ANSWER: C. Establish a sense of urgency
Rationale: Kotter's first step is establishing a sense of urgency, which
involves helping the organization recognize the critical need for change
immediately. Forming a coalition and creating a vision follow in subsequent
steps .
Question 7: What is the purpose of forming a "Guiding Coalition" in
Kotter's model?
A. To evaluate the financial outcomes of change
B. To assemble a group with enough power and influence to lead the
change effort
C. To generate short-term wins
D. To communicate the vision to all employees
CORRECT ANSWER: B. To assemble a group with enough power
and influence to lead the change effort
Rationale: The guiding coalition should include members with positional
power, expertise, credibility, and leadership. This group breaks down silos
and builds credibility for the change initiative .
Question 8: What is the difference between a vision and a strategy
in Kotter's model?
A. There is no difference; the terms are interchangeable
B. A vision is a picture of the future; a strategy is the logical plan for
achieving it
C. A strategy is a picture of the future; a vision is the plan
D. A vision is only for leadership; a strategy is only for employees
CORRECT ANSWER: B. A vision is a picture of the future; a strategy
is the logical plan for achieving it
Rationale: A vision provides a clear, compelling picture of the desired future
state, while strategy outlines the logical plan for how to achieve that vision.
Both are essential for guiding change .
Question 9: Which Kotter step involves removing obstacles that
block the change effort?
A. Step 3: Create a vision
B. Step 5: Empower broad-based action
, C. Step 7: Don't let up
D. Step 8: Anchor new approaches in culture
CORRECT ANSWER: B. Step 5: Empower broad-based action
Rationale: Empowering broad-based action involves removing barriers,
changing systems or structures that undermine the change vision, and
encouraging risk-taking and non-traditional ideas .
Question 10: What is the purpose of generating short-term wins in
Kotter's model?
A. To complete the change process quickly
B. To demonstrate progress, build momentum, and maintain motivation
C. To distract employees from long-term goals
D. To replace the need for long-term planning
CORRECT ANSWER: B. To demonstrate progress, build momentum,
and maintain motivation
Rationale: Short-term wins provide visible, unambiguous evidence that the
change is working. They reward change agents, neutralize cynics, and build
momentum for tackling larger change projects .
Question 11: According to Kotter, why is "Don't Let Up" (Step 7)
critical?
A. To declare victory as soon as possible
B. To build on the credibility of short-term wins to tackle bigger change
projects
C. To reduce the pace of change for employee comfort
D. To eliminate the guiding coalition
CORRECT ANSWER: B. To build on the credibility of short-term
wins to tackle bigger change projects
Rationale: Step 7 involves using the credibility gained from short-term wins
to tackle larger change initiatives. Declaring victory too early can cause the
change to unravel .
Question 12: What is the final goal of Kotter's Step 8, "Anchoring
New Approaches in Culture"?
A. To ensure changes are embedded in the organizational culture so they
stick
C721 Performance Assessment Study Guide & Task
Prep | Change Management Models, Organizational
Change, Stakeholder Analysis, Implementation &
Change Strategies
Question 1: What is the primary goal of change management?
A. To eliminate all employee resistance to new initiatives
B. To transition organizations from a current state to a desired future state
with minimal disruption
C. To increase company profits immediately through cost-cutting measures
D. To replace all existing leadership with new management
CORRECT ANSWER: B. To transition organizations from a current
state to a desired future state with minimal disruption
Rationale: Change management is a structured approach focused on
transitioning individuals, teams, and organizations from a present state to a
future state while minimizing disruption. Eliminating all resistance is
unrealistic, and profit increases are an outcome rather than the primary
goal .
Question 2: Which type of organizational change involves small,
ongoing improvements within existing systems?
A. Transformational change
B. Reactive change
C. Incremental change
D. Discontinuous change
CORRECT ANSWER: C. Incremental change
Rationale: Incremental change involves a series of small, evolutionary steps
such as continuous improvement efforts. Transformational change is major
and sweeping, while reactive change responds to external pressure .
Question 3: According to Kurt Lewin's Change Model, what is the
correct sequence of stages?
A. Change, Unfreeze, Refreeze
B. Refreeze, Change, Unfreeze
C. Unfreeze, Change, Refreeze
D. Unfreeze, Refreeze, Change
CORRECT ANSWER: C. Unfreeze, Change, Refreeze
,Rationale: Lewin's model begins with Unfreeze (preparing for change),
moves to Change (executing the change), and concludes with Refreeze
(solidifying the new state as the norm) .
Question 4: What is the primary purpose of the "Unfreeze" stage in
Lewin's model?
A. To implement new systems and provide employee training
B. To create motivation for change by reducing resistance and
disconfirming the status quo
C. To monitor compliance with new procedures
D. To reward employees for adopting new behaviors
CORRECT ANSWER: B. To create motivation for change by reducing
resistance and disconfirming the status quo
Rationale: The Unfreeze stage focuses on preparing the organization by
creating awareness of why change is necessary and reducing resistance to
the status quo. Implementation occurs during the Change stage .
Question 5: What is a major criticism of Lewin's Change Model in
modern business environments?
A. It places too much emphasis on employee participation
B. The "Refreeze" stage is often unrealistic when change is constant
C. It lacks a clear implementation phase
D. It requires excessive financial resources
CORRECT ANSWER: B. The "Refreeze" stage is often unrealistic
when change is constant
Rationale: In today's fast-paced business environment, change is
continuous rather than episodic. The Refreeze stage assumes a stable end
state that may not exist, making it difficult to apply in organizations facing
ongoing transformation .
Question 6: What is the first step in Kotter's 8-Step Change
Process?
A. Form a powerful guiding coalition
B. Create a vision
C. Establish a sense of urgency
D. Communicate the vision
,CORRECT ANSWER: C. Establish a sense of urgency
Rationale: Kotter's first step is establishing a sense of urgency, which
involves helping the organization recognize the critical need for change
immediately. Forming a coalition and creating a vision follow in subsequent
steps .
Question 7: What is the purpose of forming a "Guiding Coalition" in
Kotter's model?
A. To evaluate the financial outcomes of change
B. To assemble a group with enough power and influence to lead the
change effort
C. To generate short-term wins
D. To communicate the vision to all employees
CORRECT ANSWER: B. To assemble a group with enough power
and influence to lead the change effort
Rationale: The guiding coalition should include members with positional
power, expertise, credibility, and leadership. This group breaks down silos
and builds credibility for the change initiative .
Question 8: What is the difference between a vision and a strategy
in Kotter's model?
A. There is no difference; the terms are interchangeable
B. A vision is a picture of the future; a strategy is the logical plan for
achieving it
C. A strategy is a picture of the future; a vision is the plan
D. A vision is only for leadership; a strategy is only for employees
CORRECT ANSWER: B. A vision is a picture of the future; a strategy
is the logical plan for achieving it
Rationale: A vision provides a clear, compelling picture of the desired future
state, while strategy outlines the logical plan for how to achieve that vision.
Both are essential for guiding change .
Question 9: Which Kotter step involves removing obstacles that
block the change effort?
A. Step 3: Create a vision
B. Step 5: Empower broad-based action
, C. Step 7: Don't let up
D. Step 8: Anchor new approaches in culture
CORRECT ANSWER: B. Step 5: Empower broad-based action
Rationale: Empowering broad-based action involves removing barriers,
changing systems or structures that undermine the change vision, and
encouraging risk-taking and non-traditional ideas .
Question 10: What is the purpose of generating short-term wins in
Kotter's model?
A. To complete the change process quickly
B. To demonstrate progress, build momentum, and maintain motivation
C. To distract employees from long-term goals
D. To replace the need for long-term planning
CORRECT ANSWER: B. To demonstrate progress, build momentum,
and maintain motivation
Rationale: Short-term wins provide visible, unambiguous evidence that the
change is working. They reward change agents, neutralize cynics, and build
momentum for tackling larger change projects .
Question 11: According to Kotter, why is "Don't Let Up" (Step 7)
critical?
A. To declare victory as soon as possible
B. To build on the credibility of short-term wins to tackle bigger change
projects
C. To reduce the pace of change for employee comfort
D. To eliminate the guiding coalition
CORRECT ANSWER: B. To build on the credibility of short-term
wins to tackle bigger change projects
Rationale: Step 7 involves using the credibility gained from short-term wins
to tackle larger change initiatives. Declaring victory too early can cause the
change to unravel .
Question 12: What is the final goal of Kotter's Step 8, "Anchoring
New Approaches in Culture"?
A. To ensure changes are embedded in the organizational culture so they
stick
