Salespeople at a department store were resisting a change in customer service standards. In response, the managers asked for advice from the sales leaders on each of the shifts. The sales leaders were also asked to assist the managers in disseminating information and training other workers regarding the new standards. Which of the following methods of managing resistance to change is exemplified in this scenario?
A)Education and communication
B)Facilitation and support
C)Negotiation and rewards
D)Manipulation and cooptation
E)Explicit and implicit 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