The change management team is creating the change analytics strategy for the change programme.
Below is an extract of recipients, measures and source data that have been proposed.
Answer the following question about the sources of conflict in change
situations.
Column 1 is a list of statements about sources of conflict in change situations.
Column 2 contains the names of the eight sources of conflict identified by Art Bell and Brett Hart. For each statement in Column 1, select from Column 2 the source of conflict to which it MOST relates. Each selection from Column 2 can be used once, more than once or not at all.

One member of the Customer Services team has been chatting informally to some Sales co-workers. They felt that the Sales process changes are causing more work for Customer Services and that the whole customer experience has now been compromised.
Which 2 actions by the Sales Director are the MOST appropriate when responding to this type of resistance?

• A. Revisit the Stakeholder mapping work to ensure that the engagement of parties affected by the Sales changes is accurate.
• B. Counter the informal views by inviting the Change Manager to explain the changes at the next Sales staff meeting.
• C. Do nothing and allow the informal view to circulate, knowing it will eventually be proved wrong.
• D. Include the member of Customer Services in the planning of the sales process changes to reduce disruption.
• E. Invite Sales staff to help with planning the next phase of internal Sales training for the process changes.

The Change Manager is discussing the relocation of the Selco staff to the UniCo office with the Operations Director. They are using the SCARF framework of people ' s social experience to guide management actions. Answer the following questions about the use of David Rock's SCARF framework to increase the motivation for change.
One aim of the relocation is to develop a less hierarchical culture. The relocation team hear that staff believe managers are still getting special treatment in the allocation of desks. To mitigate this concern, they have planned for groups to move separately over a few weeks and have communicated details with each group independently.
Is this an appropriate approach to reward the brain in the need for 'fairness,' and why?

• A. No, because 'fairness' should be based on establishing equality across all staff.
• B. Yes, because small change steps will focus staff on changes that relate only to them.
• C. No, because 'fairness' relies on providing appropriate access to all relevant change information.
• D. Yes, because frequent communications will help discourage emotional responses.

Towards the end of the Foundations phase of Project Increment 4, with the high-level requirements agreed, Hira, has asked the Developers to estimate the work required to deliver the Eco spa solution.

(Having provided some sample estimates for Hira to review, a number of stakeholders have challenged their accuracy-some suggesting that the work has been significantly over-estimated, while others believe it has been significantly under-estimated.
What should the Developers do?)

• A. Explain that early estimates are inherently uncertain and that they will be refined progressively as more details emerge throughout the project.
• B. Defend their estimates as accurate, assuring stakeholders that the numbers provided are fixed and reliable for planning purposes.
• C. Adjust estimates to align with stakeholder expectations, increasing or decreasing them based on their concerns to gain buy-in.
• D. Document key assumptions behind the estimates to provide transparency of rationale and support further refinement as more information becomes available.

Which 2 statements represent appropriate entries for the Prioritised
Requirements List?

• A. An assessment will be made of the effectiveness of the techniques used on the project, in line with the principles of Agile Project Management.
• B. Creation of a new coffee shop insurance product on the existing website is expected to increase the insurance company ' s revenues by up to 10% per week.
• C. All correspondence sent to coffee shop owners by the new system should contain the XAN logo in the top left hand corner of the page.
• D. The Business Visionary will provide a formal acceptance of the coffee shop insurance product.
• E. Further website developments to allow existing customers to access
  services online are NOT to be included within the scope of this project.