Reference no: EM133041990

(a) Explain Lewin's Change Model.

(b)  Resistance to change can be viewed as being caused by the dynamic interactions among three (3) key sources of resistance. They are recipient characteristics, change agent characteristics, and the quality of the change agent-recipient relationships. Identify THREE (3) key recipient characteristics and THREE (3) key change agent characteristics.

(c)  Singapore's financial service institutions are undergoing a major workplace and workforce shake-up. Banks, insurance companies, and asset management firms are upgrading their employees' skills through upskilling and re-training, in response to the rise of automation, machine learning, and the use of data analytics. In addition, as customers and users are becoming more demanding, staff must solve problems more from their perspective. With these changes, some job roles have been merged or eliminated while emerging jobs, expanded roles and new business processes have been created. 

You are the HR director of Bank XYZ. You are tasked to drive the bank's workforce transformation. The bank must cultivate an agile workforce that can ride through the current digital disruption and support business excellence. You notice that even though the staff generally understands that technology will impact most finance sector jobs, some are not convinced that the change will happen overnight - at least not in Bank XYZ. Thus, the urgency of re-skilling is still far from their mind. 

You are concerned that if the transformation is not carried out now and embraced by staff (especially tellers, customer service officers, relationship managers, investment advisors, loan officers and fund accountants), managing change will be even more difficult at a later stage. As a first step, you want to focus on new but crucial customer service skills and mind-sets. These involve, for example, product awareness, digital engagement, customer journey "design" and simple technology trouble shooting. Employees can select the skills they need to improve on in their current jobs or seek out new opportunities. 

Forces for change can come from external and/or internal forces. What is the difference between internal and external forces? Describe FOUR (4) forces that create the need for change at Bank XYZ. In your description, please also indicate if the force is external or internal.