Question

Managers at Trendy Fashions, a large retail chain, experiences conflict and organizational politics. The company's customer service ratings suffer, and managers points to other departments as the cause of the problem. The conflicts and politics further contribute to the customer service problems. The CEO of this chain hears about the appreciative inquiry process and thinks this might be a good technique to use to improve this situation. He needs more information on this process.
The CEO needs to know that the first step in his appreciative inquiry change effort will begin with:

A. determining whether a problem exists that needs to be fixed.B. determining the cause of the problem.C. identifying the positive elements of an organization or work unit that is performing well.D. involving employees in the process of unfreezing.

Answer 1

Answer: C. identifying the positive elements of an organization or work unit that is performing well

Explanation:

The Appreciative Inquiry Process is a proposed method of organisational change that aims at capitalizing on the strengths of a company. In other words, this process believes that a company should focus on what it is good at and then improve performance from there.

The first step is the Discovery step. This is where the company explores, identifies, then appreciates the processes in the business that are already working well hence option C is correct.

Answer 2

Answer:

Option C

Explanation:

In simple words, appreciative inquiry refers to the method of problem analysis and solving under which the analyst tries to understand the strengths of the organisation rather than its weak points. This, inquiry is generally made by the top executives of the organisation for the internal conflict resolving purposes. Thus, from the above we can conclude that the correct option is C.