PT209 – CQI and IRCA Practitioner Managing and Influencing Stakeholders Examination [paper 1][v3]

Section 1 – Governance

Question 1.1

You are the project leader and have to complete a Stakeholder matrix as part of your project. What is your next step?

(select ONE answer) (1 mark)

Question 1.2

What is the purpose of Stakeholder Analysis?

(select ONE answer) (1 mark)

Question 1.3

When establishing a personal contract with your stakeholder, which of the following elements do NOT need to be addressed as part of the contract?

(select TWO answers) (2 marks)

Question 1.4

You are starting to work as a Senior Manager in a new company. There’s a lot going on in the way of investments and reorganisations. You really want to impress the boss. He/she asks you to report on the progress of a big project that is still months from delivery but appears to be slipping. What will you do?

(select TWO answers) (2 marks)

Question 1.5

You have been leading a project team who have successfully completed a 6-month project to improve the speed, consistency, quality and reliability of your Finance department. You want to celebrate the results the team have achieved. Which two of the following activities are likely to have the most sustainable impact on the team members’ development in the business?

(select THREE answers) (3 marks)

Question 1.6

A group of process workers have expressed their dismay at a change program that will affect their process and work area. How will you get their engagement in the change program?

(select THREE answers) (3 marks)

Section 2 – Assurance

Question 2.1

If you are working with someone who consistently focuses on the past and talks about how well everything used to work, using Gleicher’s formula, what areas do you need to focus upon with them?

(select ONE answer) (1 mark)

Question 2.2

According to Kotter and Schlesinger there are 4 reasons that certain people resist change. Which of the following is incorrect?

(select ONE answer) (1 mark)

Question 2.3

You are working on a time critical project. One of your Senior Stakeholders is sceptical whether it is possible to deliver the project goals in the planned timescales and insists you produce performance dashboards as part of every review meeting.

Which two of the influencing styles below are you most likely to employ when working with this Stakeholder?

(select TWO answers) (2 marks)

Question 2.4

What are the key elements of the complete consulting process?

(select TWO answers) (2 marks)

Question 2.5

You have been facilitating a planning workshop of a senior team and you have set up the senior leader in the group to summarise their learning and their commitment. They do a good job of enthusing everyone but get some important details of principle / technique / language wrong. What should you do?

(select THREE answers) (3 marks)

Question 2.6

If you were talking to a supplier how would you fully describe the purpose of process review?

(select THREE answers) (3 marks)

Section 3 – Improvement

Question 3.1

If you were talking to a Stakeholder, how would you best describe what ‘Check’ means in PDCA?

(select ONE answer) (1 mark)

Question 3.2

What is the typical flow of the response to change emotions as described in the Scott & Jaffe change model?

(select ONE answer) (1 mark)

Question 3.3

You are a process improvement manager making a progress visit to a project review meeting and it is clear that although the team has been assembled to work through the organisation’s Improvement Project Cycle, the project leader is set on applying a remedy without going through the proper set up and diagnostic processes. They believe the remedy is very obvious. Some team members are frustrated, and the project leader is getting heated at their resistance. How do you intervene?

(select TWO answers) (2 marks)

Question 3.4

You have completed four PDCAs on four different potential improvements and all four turned out to be negative, i.e. the changes were not an improvement. What should you advise your Stakeholder(s)?

(select TWO answers) (2 marks)

Question 3.5

You are working on an improvement project and you have your first meeting with your Stakeholder who is also the customer. After initial introductions, which of the following would be appropriate questions for you to ask?

(select THREE answers) (3 marks)

Question 3.6

You are a newly appointed head of business improvement for new programmes. The Managing Director (MD) wants to launch a company-wide programme with 10 major improvement projects to start within 2 months. How do you most effectively respond?

(select THREE answers) (3 marks)

Section 4 – Context

Question 4.1

What is Gleicher’s formula?

(select ONE answer) (1 mark)

Question 4.2

You have been facilitating a workshop with senior managers about a major change programme which top managers have launched. The managers at the workshop have claimed that they are all in favour but don’t want to start right now, because there are so many things going on (year end, an IT change, a reorganisation, new equipment, change in legislation etc.) How do you respond?

(select TWO answers) (2 marks)

Question 4.3

You work at the Corporate Head Quarters in a centralised improvement team and have been given a project to work with one of the Business Units. You are meeting the business unit heads for the first time and you get the sense from your conversation that they see you as a spy from Head Office and are unlikely to trust you. What are the most effective ways forward?

(select THREE answers) (3 marks)

Section 5 – Leadership

Question 5.1

Which of the following best describes open questions?

(select ONE answer) (1 mark)

Question 5.2

You have completed an analysis of your stakeholders. Two stakeholders in particular, are both influential but have little support for the project. What action will you take?

(select ONE answer) (1 mark)

Question 5.3

Using Gleicher’s formula, when thinking about ‘dissatisfaction’, which of the following is true?

(select ONE answer) (1 mark)

Question 5.4

You are starting a new programme of work with a senior Stakeholder in your organisation. What are the recommended activities to do at the first meeting with the Stakeholder?

(select TWO answers) (2 marks)

Question 5.5

In Transactional Analysis, which of the following indicate the Parent level of positioning?

(select TWO answers) (2 marks)

Question 5.6

Which of the following is true regarding Gleicher’s formula?

(select TWO answers) (2 marks)

Question 5.7

You have noticed that a member of an improvement team, that is usually keen to help others achieve their goals, has become distant and disengaged. This is affecting the performance of the team in a negative way. You understand, from the rest of the team, that one of their children is seriously ill. How do you approach the team member to reengage them with the team?

(select THREE answers) (3 marks)

Question 5.8

You and your team have completed an analysis of your stakeholders. The team ask your advice on the next steps with some stakeholders in particular, who are influential but have only a moderate support for the project. What actions would you advise?

(select THREE answers) (3 marks)

Question 5.9

An improvement project has only just started, and the stakeholder informs you that you are going to have to handle a team who are highly resistant to any changes. Which of these would be the most effective actions to plan at the start of the project?

(select THREE answers) (3 marks)