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Understanding and Coping with Change

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Week 5 Understanding and Coping with Change
BUS 610
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August 11, 2014

Week 5 Understanding and Coping with Change
Employee behaviors generally are affected by internal and external factors. These behaviors exhibited by employees can contribute to, or disrupt, the change planned for an organization. These factors can work as influences to how employees respond to leadership and leadership initiatives. Once resistance has formed leadership teams atttempt to overcome with various tactics. “Contrary to popular belief, viewing resistance as a wall that must be destroyed is counter-productive. Traditional methods to defeat resistance, such as using force of reason, manipulation and power do not work--they may even make the gap between the two sides even bigger” (Maurer, 1997).
Internal factors can include the structure, leadership, fellow employees, and the culture of the organization. “Change is situational: the new site, the new boss, the new team roles, the new policy. Transition is the psychological process people go through to come to terms with the new situation. Change is external, transition is internal” (Strebel, 1996).
There was a change within the organization of a call center I was working at one point in my early career. The call center had standard operating procedures that were beneficial to new client sales but not entirely to client retention. This had been the same operations that have been run for many years and many employees of tenure were use to and successful with this format. There was some pressure put on the upper management to move focus from new client sales to client retention sales. The upper management had started implementing more metric tools in order to track productivity among the employees. These along with new initiatives of focus on these metrics were placed upon the direct managers of the employees.

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