Orrin Was Reluctant to Follow a New Customer Service Policy

question 97

Multiple Choice

Orrin was reluctant to follow a new customer service policy that his company adopted. Orrin's boss, Bella, told him that if he did not begin following the policy immediately, he would lose the chance at a bonus he hoped to get. Bella used ________ to overcome Orrin's resistance to change.

• A)negotiation
• B)coercion
• C)cooptation
• D)facilitation
• E)participation

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