This question contains multiple sections; be sure to answer each. First, list the three sources of resistance to change, giving an example of each. Next, define a change agent and explain his or her role in bringing about organizational change. Third, imagine that you are the CEO of ShopAtHome, a personalized shopping service. Currently you have 20 personal shoppers on staff. To compete better, you decide to change your way of doing business. Instead of meeting clients at their homes to discuss their clothing preferences and look through catalogs, your employees will now be required to pick each customer up at her home, take her to various stores, and work with her to choose the right clothes. This stronger focus on each customer means that each of your employees will have fewer clients,
which means they may earn less money and commissions. Explain some types of resistance you might encounter from your employees and how you might address each one.
What will be an ideal response?
Resistance to change has three causes: (1) employee characteristics, such as level of adaptability, (2) change agent characteristics, such as leadership style and personality, and (3) the change agent-employee relationship, which may be characterized by trust of mistrust (see Figure 10.5). A change agent is a consultant with a background in behavioral sciences who can be a catalyst in helping organizations deal with old problems in new ways.
At ShopAtHome, you might find that some of your employees are not adaptable. They are used to doing their jobs a certain way, and they have become comfortable with the current system. They may feel that the new system benefits the company more than it benefits them because they have to spend more time with each customer, which means they won't be able to earn commission on as many customers. The characteristics of the change agent may also come into play. For example, if the announcement about the new way of doing business comes from a high-level manager or CEO who is not popular, well liked, or respected, employees may be resistant to the change because they don't like or trust the change agent. Employees may also resist the change if they've had negative dealings with the person who is making the change. Perhaps the CEO wasn't very friendly to them the last time he was in the store, or maybe the CEO has made headlines for making millions of dollars in bonuses while the store laid off senior staff members.
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