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…

Question

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.

• A
  6% (4)
• B
  2% (1)
• C
  83% (52)
• D
  10% (6)

Explanation

Comprehensive and Detailed Step-by-Step Explanation: Context from the UniCo Scenario: The new structure announcement has caused uncertainty and dissatisfaction among the Customer Services staff, particularly in the Help Desk team. The situation requires a proactive and engaging approach to involve employees early in the change process, focusing on positive participation and addressing resistance constructively. Analysis of Each Option: Why Incorrect: While addressing change resistance is essential, targeting change-averse staff first could increase resistance and negativity if not managed carefully. AgilePM advocates engaging enthusiastic early adopters to build momentum before tackling resistance. benefits of the new structure. eroding trust. AgilePM emphasizes the importance of early, clear, and continuous communication to reduce resistance. Why Correct: This approach aligns with AgilePM's principles of involving stakeholders in incremental delivery and piloting solutions to gain feedback and build trust. Engaging willing staff to trial new processes helps demonstrate the benefits of the change and encourages others to follow suit. Why Incorrect: Encouraging goal-setting may be beneficial later in the change process but does not directly address the current dissatisfaction or involve staff in shaping the change. AgilePM stresses active engagement over passive goal-setting at this stage. Why C Is Correct: Engaging Willing Staff: Identifying and involving willing staff in piloting processes allows them to become change champions, demonstrating the benefits to others. Incremental Approach: Pilots enable the department to refine processes based on feedback, which is a core AgilePM practice for managing change. By involving staff in shaping the change, the organization fosters trust and mitigates resistance. Stakeholder Engagement: AgilePM encourages engaging key stakeholders early and leveraging early adopters to build momentum. (AgilePM Practitioner Guide, Chapter 8: Stakeholder Engagement) Incremental Delivery: AgilePM promotes piloting processes and iteratively refining solutions to ensure successful adoption. (AgilePM Practitioner Guide, Chapter 5: Incremental Development) Managing Resistance: Actively involving staff in pilots addresses resistance by showing the benefits of the change firsthand. (AgilePM Practitioner Guide, Chapter 10: Preparing for Change)

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