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.
-Which of the following types of resistance to change might be used by employees at XYZ as a deliberate strategy to 'prove' that the decision is wrong or that the change agent is incompetent?

Question

Quizplus · Accepted Answer

Saving face is a type of resistance to change where employees may use a deliberate strategy to prove that the decision is wrong or that the change agent is incompetent. This resistance is often used by those who feel threatened by the change and want to protect their self-image or reputation. In this scenario, employees may resist the new customer service program to save face and maintain the belief that the old way of doing things was the best.