ACCA Strategic Professional · Strategic Business Leader · Managing strategic change
Brightwater Retail is introducing a new store operating model. Employees resist because they have received little information and suspect that management is hiding job cuts. The change is not urgent and managers have time and credibility to rebuild. Which Kotter and Schlesinger approach is the best first response?
Education and communication is the best first response. The resistance stems from poor information and suspicion, and with no urgency there is time to explain openly. Coercion or manipulation would deepen mistrust, and negotiation addresses power-backed self-interest rather than an information gap.
- AEducation and communicationCorrect
- BExplicit and implicit coercion
- CManipulation and co-optation
- DNegotiation and agreement
Explanation
The root problem is lack of information and mistrust, and time is available, so education and communication fits best. Coercion would worsen mistrust and is for situations of urgency. Manipulation would be ethically risky and damage credibility further. Negotiation suits resistance from groups with real power who stand to lose out, not an information gap.
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