M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow

تمرين 7

Scenario: 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 ne customer service practices.
The team based approach strategy to minimizing resistance to change is known as:
A) communication.
B) learning.
C) stress management.
D) negotiation.
E) coercion.