When One of Canada's Largest Financial Service Providers Wanted to Develop

question 71

Multiple Choice

When one of Canada's largest financial service providers wanted to develop a customer-focused sales and service culture, an executive team developed the plan through the use of_____ communication.

• A) upward
• B) dyadic
• C) horizontal
• D) downward
• E) functional

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Definitions:

Strategy

A plan of action designed to achieve a particular goal or series of goals within competitive situations or under conditions of uncertainty.

Informal Social Relations

Informal interactions and connections that occur in society outside of formal institutions and structures.

Rosabeth Moss Kanter

An influential American academic specializing in business management practices, particularly around change management and organizational behavior.

Corporation

A legal entity distinct from its owners, with its own rights and obligations, capable of conducting business, owning assets, and incurring liabilities.