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An insurer, JJJ, uses its Internet capabilities to promote and sell car and home insurance products.

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An insurer, JJJ, uses its Internet capabilities to promote and sell car and home insurance products. Although JJJ is supported by an 'in-house' call centre located in its home country, it has decided to outsource this activity to an overseas call centre.

 

There are a number of benefits to the company by undertaking this strategy, including that it can charge more competitive premiums to its customers and also increase its profits. However this change will mean that 75 call centre staff in the home country will be made redundant.

 

You have been appointed as the Change Leader and have been asked to prepare a report that includes details on how this change can be communicated.

 

Which THREE of the following statements are valid regarding JJJ's proposed changes and the related staff communications?

A.

When undertaking change,  communication is of great importance.

B.

The Change Leader should keep staff informed but should only communicate information when all the detail has been finalised.

C.

It is important that the Change Leader selects a communication channel which is appropriate to the message being delivered and its target audience.

D.

Momentum for change can be created by putting simple but highly visible improvements in place.

E.

A disadvantage of adaptive change is that it increases the level of resistance that a company can encounter when trying to implement change.

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