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ACCA Strategic Professional · Strategic Business Leader · Cloud, mobile and smart technology

Tamsin Foods is introducing a mobile ordering app for its restaurants. Early feedback shows that older staff resist using handheld ordering devices and fear job losses. Using a change management perspective, what is the most appropriate first action?

The best first action is to explain the reasons for change, involve staff in design and provide training. This tackles fear and skills gaps that drive resistance, whereas coercion, cancellation or excluding older staff would increase resentment or leave the underlying problem unresolved.

  1. AImpose the devices immediately and discipline anyone who resists
  2. BCommunicate the reasons for change, involve staff in design and provide training to reduce resistanceCorrect
  3. CCancel the project because resistance proves it will fail
  4. DIntroduce the devices only for younger staff and ignore the rest

Explanation

Resistance is best managed through communication, participation and training, which address fear and lack of skills. Coercion increases resentment, cancelling ignores the benefits, and excluding older staff creates inequality and an inconsistent process.

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