Scenario: XYZ Office Supplies
XYZ Office Supplies is about to introduce a new customer service program that will affect all of its 355 sales and service employees.Job duties will be changed and the employee reward system will be altered to fit this new customer focus.Moreover, the company wants to improve the efficiency of work processes, thereby removing some of the comfortable (and often leisurely) routines that employees have followed over the years.Top management is concerned about what types of forces resisting change that the company will potentially experience during this change process.
-Top management at XYZ should know that all of the following represent reasons why employees at XYZ may resist change EXCEPT:

Question

Quizplus · Accepted Answer

Coercion is a method used to implement change, not a reason for resistance to it. Employees resist change due to reasons like direct costs, saving face, and fear of the unknown, but coercion is a tactic that might be used by management to overcome resistance, not a reason for the resistance itself.