OrganizationalChangeConceptsWorksheet - Leadership and...

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Leadership and Organizational Change Concepts Worksheet Concept Application of Concept in the Scenario or Simulation Reference to Concept in Reading Managing Resistance to Change Lyn Chen, VP of Sales, is adamant about keeping the current sales practices and does not want anything to do with the new “customer intimacy” initiative. Although the call time has been reduced by 5% and revenue up 4%, the turnover rate in the Sales Department has increased by 25% and customer satisfaction has declined by more than 10% continues to climb. Janet Angelo, Executive VP of Sales and Marketing, has the task of motivating Lyn Chen as well as Joel Contino, VP of Marketing, to see this project through to a successful end. Both VPs believe the done their best and are doing their part to achieve organizational goals, yet they are still unable to attain them. CrysTel is working on creating a culture for sustaining change. The company has the opportunity to manage resistance to change by identifying the reasons for resistance and creating action plans to deal with any resistance. The costs of not managing resistance to change include decreased employee loyalty, lowered probability of achieving corporate goals, a waste of money and resources, and difficulty in fixing the failed change effort (Kreitner & Kinicki, 2003, P. 685). Employees who, in turn, trust management are more willing to expend extra effort and take chances with something different (Kreitner & Kinicki, 2003, P. 686). Motivation Through Goal Setting Intersect Investments CEO Frank Jeffers supports the “customer intimacy” approach. He believes that he has set the goals in place are fair and attainable. The problem is motivating some of the members of his leadership team as well as employees. Some members of the management team are opposed to the “customer intimacy” approach. When Janet met with Frank, she said, “The biggest problem? We don’t have alignment with the vision. Sales people have been trained on the new sales and service model and many are flat out not using it. Members of my own so-called leadership team aren’t behind
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OrganizationalChangeConceptsWorksheet - Leadership and...

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