APMG-International
AGILEPM-PRACTITIONER · Question #127
AGILEPM-PRACTITIONER Question #127: Real Exam Question with Answer & Explanation
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Question
The Customer Services Director has announced the new structure at a large presentation for all Customer Services staff. The scale and design of the change have surprised many of the staff. In the weeks immediately following the Customer Services Director's initial presentation, there have been rumors of the Help Desk staff talking unhappily in small groups, with blame directed at "the management" for a recent period of poor performance of the department. Which approach is the MOST appropriate way for the Customer Services Director to create early involvement in the change?
Options
- ATarget those staff in the Help Desk who are change-averse so that they are the first ones involved
- BDelay communications a few weeks so that all staff have time to think for themselves about the
- CIdentify those staff who would be willing to trial new Help Desk processes and work on pilots in
- DEncourage the Help Desk staff to begin setting goals for themselves under the new structure.
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