1. Back2Work succeeded because it offered personalized assistance to its? clients-people who had lost? jobs-beginning with having a live person answer every phone call. When management proposed an automated answering service with a directory tree? ("Press 1 for a company?directory", for? example), Cathy was concerned the company would lose customers.? Cathy's resistance stemmed from her

A. belief that uncertainty would increase

B. concern over personal loss

C. belief that the change was incompatible with the goals and interests of the organization.

D. fear that she would be forced out of her habit

2. Work is considering replacing the receptionist who answers the phone with an automated answering system. Back2Work should? ________ to reduce resistance to this change.

A. negotiate with the current receptionist

B. tell the current receptionist she is being reassigned

C. involve the current receptionist in the decision process

D. explain the benefits of this change to the current receptionist.