ExpertHard1 markMultiple Choice
PMP · Question 24 · Task 4: Support organizational change
During a project to implement a new CRM system, the sales team (end users) refuses to attend training sessions, claiming they are too busy. The project manager is concerned about adoption. What is the BEST strategy?
During a project to implement a new CRM system, the sales team (end users) refuses to attend training sessions, claiming they are too busy. The project manager is concerned about adoption. What is the BEST strategy?
Answer options:
A.
Report the sales team to the VP of Sales for non-compliance.
B.
Meet with the sales team leads to understand their constraints and explain the value/benefits of the new system to them (WIIFM).
C.
Cancel the training and send them the user manuals.
D.
Proceed with the rollout; they will learn it when they have to use it.
How to approach this question
Resistance to change is solved by 'What's In It For Me' (WIIFM) and empathy, not force.
Full Answer
B.Meet with the sales team leads to understand their constraints and explain the value/benefits of the new system to them (WIIFM).✓ Correct
B
Task 4 (Org Change) and Task 5 (Training). Resistance is natural. The PM must use influence and explain the value proposition to get buy-in.
Common mistakes
Using authority (A) instead of influence.
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