An employee approaches their manager during a change process and states that they are really sad to see the old system being replaced and apprehensive about the new system. The manager, knowing how inefficient the old system was and how much better the new one will be, should respond by:
A) disregarding the employee's sadness and apprehension; they will see how good the change will be soon enough.
B) telling the employee how wrong they are, and that the new system will make things much better.
C) telling the employee their concerns are silly and to 'get on board with the new system', or else they will be left behind.
D) recognising and acknowledging the employee's sadness and apprehension by listening to their concerns, and then sensitively reassuring them.
E) None of these responses are correct.

Question

Quizplus · Accepted Answer

The best response is for the manager to recognize and acknowledge the employee's feelings by listening to their concerns and then sensitively reassuring them. It's important for the manager to show empathy and understand that change can be difficult for some people. By taking the time to listen and provide reassurance, the manager can help the employee feel more comfortable and confident in the new system. Disregarding, telling the employee they are wrong or their concerns are silly will not help the situation and may create more apprehension.

An Employee Approaches Their Manager During a Change Process and States