Salespeople at a Department Store Were Resisting a Change in Customer

question 71

Multiple Choice

Salespeople at a department store were resisting a change in customer service standards. In response, the managers asked for advice from the sales leaders on each of the shifts. The sales leaders were also asked to assist the managers in disseminating information and training other workers regarding the new standards. Which of the following methods of managing resistance to change is exemplified in this scenario?

• A)Education and communication
• B)Facilitation and support
• C)Negotiation and rewards
• D)Manipulation and cooptation
• E)Explicit and implicit coercion

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Definitions:

Île-de-France

A region in north-central France that encompasses the city of Paris and its surrounding urban and rural areas.

Lombardy

A region in northern Italy known for its rich history, cultural heritage, and economic prosperity, also noted for its significant contributions to the arts and architecture during the Renaissance.

Milan

A global capital of fashion and design, Milan is also recognized for its banking and finance sectors, as well as its rich cultural heritage, including the famous Duomo di Milano.

Burgundy

A historical region in east-central France, famous for its rich history, medieval heritage, and prestigious wines.