Almost every change has a psychological as well as an operational impact on the people
involved. Any change tends to alter how each person impacted relates to and feels about what
he/she is doing. When a change is rst announced, everyone a ected begins to wonder how
the change will impact accustomed ways of working. Questions arise, because any change
creates uncertainty rst.
O en, such uncertainty is related to each individual’s ability to cope with required opera-
tional change. Concerns about ability to cope are triggered by both individual personality
characteristics and the nature o
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