PT209 – CQI and IRCA Practitioner Managing and Influencing Stakeholders Examination [paper 2][v3]

Section 1 – Governance

Question 1.1

What is the purpose of Stakeholder Analysis?

(select ONE answer) (1 mark)

Question 1.2

Using stakeholder analysis, how would you manage a stakeholder with High Influence but Low Importance?

(select ONE answer) (1 mark)

Question 1.3

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. What will you do?

(select TWO answers) (2 marks)

Question 1.4

Which of the following are actions you should take when working with Key Players?

(select TWO answers) (2 marks)

Question 1.5

You are project leader working with a team of 10 dedicated and appropriately skilled people and but have concerns about one individual who behaves inconsistently in
meetings and often fails to complete their agreed actions. You arrange a meeting with the individual and discuss with them what is going on, what needs to be different and what impact the failure to complete the actions is having on the project and the team members. At the next meeting the individual has still failed to complete their actions. What are the least likely causes of this?

(select THREE answers) (3 marks)

Question 1.6

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 three 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)

Section 2 – Assurance

Question 2.1

According to Kotter and Schlesinger there are four reasons that certain people resist change. Which of the following is not true?

(select ONE answer) (1 mark)

Question 2.2

Which of the following does the HEAR mnemonic for active listening stand for?

(select ONE answer) (1 mark)

Question 2.3

What are the key elements of the complete consulting process?

(select TWO answers) (2 marks)

Question 2.4

You are working with a department on a challenge with faulty supplies from their Cornwall depot. Despite several conference calls with the depot, nothing has improved, the Depot Manager has told you that they have too much work, not enough people and no budget for new equipment. Which of the following are appropriate actions to take?

(select TWO answers) (2 marks)

Question 2.5

A project Sponsor has approached you, concerned about a project. Their team are struggling to work effectively with one of the Stakeholders who is not supporting the work.
What are your next actions?

(select THREE answers) (3 marks)

Question 2.6

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)

Section 3 – Improvement

Question 3.1

Which statement best describes the primary purpose of the Improvement Manager (IM) who is working to assist their organisation to implement organisation wide improvement?

(select ONE answer) (1 mark)

Question 3.2

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

(select ONE answer) (1 mark)

Question 3.3

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 3.4

You have been working successfully with one of your major suppliers on improving the consistency of the services they supply to you. A new internal project has now been prioritised which means you can no longer continue the work with this supplier. The supplier does not have a dedicated improvement team and are concerned about your organisation’s expectations of the improvements that have been achieved to date and what the ongoing expectations are. What should you do?

(select TWO answers) (2 marks)

Question 3.5

You are a newly appointed head of business improvement for a new programme. You have little previous experience of change management. The Managing Director wants to launch a company-wide programme with 10 major improvement projects to start within two months. How do you most effectively respond?

(select THREE answers) (3 marks)

Question 3.6

There are three basic areas in every stakeholder relationship which need to be managed for the relationship between a stakeholder and an improvement consultant to work well. The issues are:

(select THREE answers) (3 marks)

Section 4 – Context

Question 4.1

One of your team members has interviewed some customers of the process they are improving but cannot establish some basic requirements for the output of the process as the customers are struggling to define them in meaningful terms. What further action would you most effectively advise as a first step?

(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

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

(select TWO answers) (2 marks)

Question 4.4

If you were talking to a supplier what would you say their company should be working towards in terms of its process performance?

(select THREE answers) (3 marks)

Section 5 – Leadership

Question 5.1

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

(select ONE answer) (1 mark)

Question 5.2

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

(select ONE answer) (1 mark)

Question 5.3

Thinking about Kotter and Schlesinger’s Six Change Approach, which of the following is true?

(select ONE answer) (1 mark)

Question 5.4

You are discussing the preparation for the introduction of an organisation wide improvement initiative with senior management of the organisation. It is clear, from their comments, that they expect the initiative to be set up to be driven by the middle management team and deployed by the process teams in the organisation, in contradiction of your plans to involve the senior team. How do you handle this situation?

(select TWO answers) (2 marks)

Question 5.5

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 do you?

(select TWO answers) (2 marks)

Question 5.6

Due to changes in the marketplace the senior management team has changed priorities and developed some significant changes to the company strategy. This has resulted in the need to cancel a major IT project. Which of the following actions should you consider in order to ensure effective management of these changes?

(select THREE answers) (3 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

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)