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質問 # 51
Which 2 actions demonstrate empathy?
正解：A、C
解説：
Comprehensive and Detailed Step-by-Step Explanation
Understanding Empathy in Change Management
Empathy involves understanding and addressing the emotions, perspectives, and concerns of stakeholders during a change initiative. It focuses on emotional intelligence and actively supporting individuals to adapt to change in a way that respects their feelings and needs.
Option Analysis
* A. Allow people to think independently and plan for themselves how this Change Programme could be incorporated
* While independence is valuable, this option emphasizes autonomy rather than empathy. Empathy focuses on actively understanding and addressing emotional needs, which is not reflected here.
* Incorrect.
* B. Hold a weekly progress meeting with key UniCo and Selco staff dedicated to the delivery of the new contract
* Progress meetings are about operational efficiency and project management rather than emotional engagement. This action does not specifically address the emotional or empathetic needs of staff.
* Incorrect.
* C. Provide statistical data on the general trends in the mobile application industry to help people rationalize why this change is necessary
* Offering statistical data focuses on rationalization and logical understanding rather than emotional support. It does not demonstrate empathy.
* Incorrect.
* D. Reschedule plans to allow extra time for those IT support staff who are finding it difficult to try out the new processes
* By rescheduling and accommodating the needs of staff who are struggling, this action demonstrates empathy. It acknowledges their challenges and provides support to help them adjust to the changes.
* Correct.
* E. Encourage the CEO to discuss their previous concerns about the new company direction with staff who feel uncertain
* This action encourages the CEO to openly share their own experiences of uncertainty, fostering an emotional connection with staff. It helps to reduce apprehension and demonstrate that their concerns are understood.
* Correct.
Why D and E are the Correct Answers (Scenario Alignment)
* D: Rescheduling plans reflects understanding and support for those finding it hard to adapt, which aligns with empathetic leadership principles.
* E: Encouraging the CEO to share their journey of overcoming uncertainty provides emotional reassurance and demonstrates relatability, a key element of empathy.
References (AgilePM and Scenario Alignment):
* AgilePM Handbook, Chapter 6: Empathy and Emotional Intelligence in Stakeholder Engagement.
* UniCo Scenario: "UniCo staff must develop new attitudes, and the CEO's openness has been a subject of positive informal discussions."
* Hodges' Principles of Engagement: Empathy as a cornerstone for addressing emotional challenges during organizational change.
質問 # 52
The Change Manager is discussing the relocation of the Selco staff to the UniCo office with the Operations Director. They are using the SCARF framework of people's social experience to guide management actions. Answer the following questions about the use of David Rock's SCARF framework to increase the motivation for change.
On seeing plans for the office move, the Selco staff are worried that some desk allocations do not have access to natural light. The relocation leadership team held a workshop as soon as the issue was raised and has allocated these desks to be 'hot-desks,' not used by staff permanently based in the office.
Is this an appropriate approach to reward the brain in the need for 'certainty,' and why?
正解：C
解説：
Comprehensive and Detailed Step-by-Step Explanation:
This question focuses on the certainty domain within David Rock's SCARF framework. Certainty relates to an individual's need for predictability and clarity in their environment. When staff face ambiguity or potential disruption, addressing concerns quickly and transparently helps restore certainty.
1. Why Certainty is Important
* Certainty provides stability and allows individuals to plan and operate without stress caused by ambiguity or unpredictability.
* In the context of the office move, Selco staff were concerned about their desk allocations, specifically access to natural light, which introduced uncertainty.
2. Why the Leadership Team's Actions Address Certainty
* By promptly holding a workshop to address the issue, the leadership team acted transparently and showed responsiveness.
* Allocating the problematic desks as hot-desks ensures that no one is permanently affected, thus providing a solution that reduces ambiguity and restores a sense of predictability.
* This aligns with the SCARF framework's principle that certainty is rewarded by prompt and open resolution of concerns.
3. Analysis of Each Option
* Option A: No, because a change solution needs to be permanent to achieve 'certainty.'
* While permanent solutions can provide certainty, the key here is the prompt and transparent resolution of staff concerns, which addresses the immediate need for certainty. A permanent solution is not always required.
* Eliminate.
* Option B: No, because the resolution of the issue should be delegated to those affected.
* Delegating resolution to staff is not necessary to address certainty. What matters is that the leadership team resolved the issue quickly and transparently.
* Eliminate.
* Option C: Yes, because loss of 'certainty' mostly affects those at lower organizational levels.
* While uncertainty can indeed affect individuals at all levels, especially lower levels, the answer does not fully explain why the leadership's actions are appropriate for addressing certainty.
* Eliminate.
* Option D: Yes, because 'certainty' is rewarded when issues can be resolved promptly and openly.
* Correct. Certainty is reinforced when concerns are addressed promptly and in an open manner.
The workshop provided transparency and resolved the ambiguity around desk allocations.
* Correct Answer.
4. Practical Implications
* For change management, addressing concerns quickly and clearly shows responsiveness, which can reduce resistance to change and foster trust.
* Resolving ambiguity, as the relocation team did, minimizes the disruption caused by the perceived lack of certainty.
5. Reference to SCARF Framework
* Certainty: Certainty is about predictability and reducing ambiguity in the environment. Prompt and transparent actions help restore this domain and motivate individuals.
質問 # 53
Using the Project Scenario answer the following question about the technical quality of the solution to be delivered. An assessment of the maintenance requirement for the new reservation system was made during Feasibility.
Column 1 describes a list of different types of hotel reservation systems considered. Column 2 lists the three DSDM maintainability objectives. For each description in Column 1, select from Column 2 the maintainability objective it would support.
Each selection from Column 2 can be used once, more than once or not at all.
Column 1:
1. Off-the-shelf software with ready-to-use templates that will need to be customised to fully meet Hoy Hall requirements, after deployment.
2. Developing a fully functioning in-house system, developed and hosted by Architecture Angels IT Operations team.
3. All-in-one web-based reservation and accommodation management system built to Hoy Hall's specification.
4. All bookings for Hoy Hall to be scheduled by one of the other two hotels within the group, until a suitable system can be implemented at the site.
5. A spreadsheet is used to capture customer details manually. Data will then be exported into a fully functional system at a later date.
Column 2
* Maintainability is a required attribute of the initial delivered solution
* Deliver first, re-engineer later
* Short-term, tactical solution
正解：
解説：
Explanation:
For each of the descriptions in Column 1, the maintainability objective from Column 2 that each would support is as follows:
* Off-the-shelf software with ready-to-use templates that will need to be customised to fully meet Hoy Hall requirements, after deployment.
* A. Maintainability is a required attribute of the initial delivered solution
* Rationale: Customizing off-the-shelf software indicates a need for the solution to be maintainable from the onset to allow for these adjustments.
* Developing a fully functioning in-house system, developed and hosted by Architecture Angels IT Operations team.
* A. Maintainability is a required attribute of the initial delivered solution
* Rationale: In-house developed systems need to be maintainable to facilitate future changes and enhancements by the team that created them.
* All-in-one web-based reservation and accommodation management system built to Hoy Hall's specification.
* A. Maintainability is a required attribute of the initial delivered solution
* Rationale: A system built to specific requirements will require the ability to maintain and adjust the system as needs evolve, making maintainability a key initial attribute.
* All bookings for Hoy Hall to be scheduled by one of the other two hotels within the group, until a suitable system can be implemented at the site.
* C. Short-term, tactical solution
* Rationale: This is clearly a temporary measure until a proper system is in place, indicative of a tactical solution to address immediate needs.
* A spreadsheet is used to capture customer details manually. Data will then be exported into a fully functional system at a later date.
* C. Short-term, tactical solution
* Rationale: Using a spreadsheet is a stop-gap solution to manage information in the short term, emphasizing the tactical nature rather than long-term maintainability.
Option B is not selected for any of the descriptions as none of them imply an approach of delivering first with the intention to re-engineer later. They all suggest a need for immediate maintainability or a short-term fix, not a re-engineering approach.
質問 # 54
Answer the following questions about the use of the Agile principles.
Final checks carried out on the rooms delivered in Timebox A show that two of the items do NOT meet the required Must Have standards related to the use of traditional wall coverings and paints. These items have therefore been recognised as NOT delivered and will have to be re-planned.
Which Agile principle MOST influences this course of action?
正解：D
質問 # 55
Midway through Project Increment 4, a joint Sprint Retrospective is held with Developers from both Delivery Teams.
Some members from Marketing and IT, based in India, join via video conferencing.
Issues raised:
. Dependency management challenges
Concerns about AgilePM principle ' Demonstrate Control '
To address this, Mira Bachar and the Developers invite Hira and Sukra Aroon to help Delivery Teams understand the issues, assess the consequences, and collaborate on solutions that align with AgilePM and Scrum.
In addition to the Developers, the teams include:
(Developers in the Infrastructure Team report integration issues between climate control and lighting systems, leading to an excessive energy demand beyond the capacity of the solar panels.
Which 2 of the following actions align with the AgilePM guidance on addressing risk?)
正解：A、C
解説：
The best answers are C and D .
C is correct because AgilePM promotes building quality and risk control into the work itself. Adding integration testing to acceptance criteria ensures that relevant items are not considered complete unless the integration risk has been addressed.
D is also correct because including explicit integration test scenarios in the Sprint Backlog makes the risk visible, actionable, and part of planned delivery rather than something left vague or deferred.
Why the others are weaker:
* A is not AgilePM-aligned because timeboxes should not be casually extended.
* B is too centralized; Sukra's input matters, but risk handling should be collaborative and embedded in delivery.
* E is too late and reactive; integration concerns should be addressed continuously, not saved for the end.
So the correct answers are C, D .
質問 # 56
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