Question

3 - managing change
learning objective: evaluate approaches to organizational change.
monessa and timileyin both work in customer-facing roles but also participated in a recent product and service redesign.
which approach does their participation represent?
a.) conventional mindset
b.) emergent or bottom-up approach
c.) appreciative mindset
d.) top-down approach

Explanation:

Analyze the scenario

Monessa and Timileyin work in front-line, customer-facing roles. Rather than change being dictated solely from executive leadership, these front-line employees actively participated in redesigning the products and services they work with directly.

Evaluate the approaches to change

Using the Workplace Change Management knowledge point

• Top-down approach: Change is initiated, planned, and managed by upper management and pushed down to lower-level employees.
• Emergent or bottom-up approach: Change arises organically or involves active participation and input from front-line employees who are closest to the customers and daily operations.

Determine the correct option

Since front-line, customer-facing employees participated in the redesign process, this represents a collaborative, participatory approach where ideas and changes bubble up from the operational level. This is a classic example of an emergent or bottom-up approach to organizational change.

Answer:

• a.) Conventional mindset
• b.) Emergent or bottom-up approach (Correct answer)
• c.) Appreciative mindset
• d.) Top-down approach