Which THREE statements apply in respect of this proposed change?

Company LL is a well established, reputable company which specialises in providing insurance call centre services to the insurance industry. It has recently won a large contract to provide its services to a multi-national insurer. LL’s staff are highly trained in insurance matters and many have worked for LL for many years.

LL undertakes long-term resource planning activities and has identified that during the winter months, when there will be more customers ringing up to make insurance claims, it will potentially need to employ more staff. The Board has decided that rather than recruit its own staff, it will use an employment agency to supply manpower resources as required. The people supplied will be employed on a temporary basis by LL and they will work alongside the other call centre staff. However, they will work at a lower pay rate and will only be paid for the actual hours they work.

This change will lead to a shift in the working environment, the routine and the composition of the group.

Which THREE statements apply in respect of this proposed change?
A . The proposed change will affect the group dynamics, which can be seen as being similar to a ‘force field’ situation.
B . In times of change, LL can give sensitivity training to this group of workers who can then be used as a source of support during the change process.
C . A Facilitator, as the leader of change, will allow the group to talk about their issues and concerns with this change in a formal and structured manner.
D . As the change process LL is proposing is an internal matter involving a group of its staff, there is no need to undertake a stakeholder analysis.
E . LL will need to identify the Adversaries in the group, because if they are influential they may persuade other group members to resist the change.

Answer: A,B,E