BusCorpWants to Introduce a New Procedure for Processing Customer Requests

question 56

Multiple Choice

BusCorp.wants to introduce a new procedure for processing customer requests.If this change will require employees to break old routines and adopt new role patterns, the preferred strategy for dealing with resistance to this change such as this is:

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

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Definitions:

NEO Personality Inventory

A psychological assessment tool that measures the five major domains of personality: Neuroticism, Extraversion, Openness to Experience, Agreeableness, and Conscientiousness.

Big Five Traits

A model describing human personality through five broad dimensions: openness, conscientiousness, extraversion, agreeableness, and neuroticism.

Social Desirability Bias

The inclination of individuals responding to surveys to reply in ways that they think will be positively perceived by others.

Self-Report Personality Inventories

Self-report personality inventories are psychological assessment tools in which individuals provide subjective evaluations of their own behaviors, traits, and attitudes to gauge personality.