AgilePM-Practitioner 무료 덤프문제 온라인 액세스

The Customer Services Director has announced the new structure at a large presentation for all Customer Services staff. The scale and design of the change have surprised many of the staff.
In the weeks immediately following the Customer Services Director's initial presentation, there have been rumors of the Help Desk staff talking unhappily in small groups, with blame directed at "the management" for a recent period of poor performance of the department.
Which approach is the MOST appropriate way for the Customer Services Director to create early involvement in the change?

• A.Target those staff in the Help Desk who are change-averse so that they are the first ones involved in the program.
• B.Identify those staff who would be willing to trial new Help Desk processes and work on pilots in the department.
• C.Encourage the Help Desk staff to begin setting goals for themselves under the new structure.
• D.Delay communications a few weeks so that all staff have time to think for themselves about the benefits of the new structure.

Which tool is likely to be the MOST useful in a co-design workshop for summarizing staff or customer reactions to a situation?

• A.Establish and discuss basic principles for interaction at the start of the workshop.
• B.Empathy map.
• C.Project plan.
• D.McKinsey 7s Model.

The Legal Specialist has reviewed the plans for the rebranding work and has assessed how this will affect current and future contracts. They are now pressing the Change Manager to establish the deadlines and to schedule when their input will be most needed.
Which preference does this behavior BEST display?

• A.Perceiving.
• B.Thinking.
• C.Judging.
• D.Feeling.

Which is the BEST reason to remind learners of related knowledge or skill they already possess?

• A.Increases learners' understanding of what the new learning will enable them to do.
• B.Helps learners plan to use immediately what they learn.
• C.Reduces learners' concerns about new learning.
• D.Enables learners to understand how they learn.

The Change Manager is looking to develop the change agent network that will support the changes related to the Operational delivery processes workstream.
Which information is MOST likely to be relevant for the change agents when being inducted into the change programme for the Operational delivery processes workstream?

• A.Portfolio, Programme, and Project Management Office Service Catalogue.
• B.Expected new ways of working for UniCo technical delivery.
• C.Staff contact details for the Operations department - UniCo and Selco.
• D.Annual UniCo staff satisfaction survey results.