Question 1
A good rule to follow to prevent behavioral problems associated with implementing a new system is "Avoid complex systems that cause radical changes." What expression is used to describe this system design rule?
◦ Allay fears and stress new opportunities.
◦ Keep the system simple and humanize it.
◦ Manage users' expectations.
◦ Provide tech support.
Question 2
Three months after Modern Helpdesks Incorporated began accepting e-mail service requests, several service advisors had never checked their e-mail accounts. This is an example of dealing with change by
◦ deterrence.
◦ projection.
◦ avoidance.
◦ aggression.