BusCorpBusCorp

question 103

Multiple Choice

BusCorp.BusCorp.wants to introduce a new procedure to improve how customer requests are handled.This change will require employees to break old routines and adopt new role patterns.They decide to adopt two new programs, one in which employees learn how to work as teams as the company changes.The other involves forming task forces within the company to help determine new customer service practices.The strategy BusCorp.is using to minimizing resistance to change is known as:

• A)communication.
• B)learning.
• C)stress management.
• D)negotiation.
• E)coercion.

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Definitions:

Frontalis

The muscle of the forehead that elevates the eyebrows and wrinkles the skin of the forehead, part of the expression of surprise or concern.

Maxilla

The upper jawbone, forming the upper mouth section, the floors of the orbits, and sides of the nasal cavity.

Orbicularis Oculi

The orbicularis oculi is a circular muscle surrounding the eye that allows for blinking and squinting.

Orbicularis Oris

A complex of muscles in the lips that encircles the mouth, enabling movements involved in speech and facial expressions.