Salespeople at a department store were resisting a change in customer service standards. In response, managers asked for advice from sales leaders on each of the shifts. Then these same salespeople were asked to assist managers in disseminating information and training other clerks regarding the new standards. The department store used which method of managing resistance to change?
A) Education and communication.
B) Facilitation and support.
C) Negotiation and rewards.
D) Manipulation and cooptation.
E) Coercion.

Question

Quizplus · Accepted Answer

One form of manipulation is cooptation, which involves giving a resisting individual a desirable role in the change process. The leader of a resisting group often is coopted.

Salespeople at a Department Store Were Resisting a Change in Customer