DPI Practice Question: Communication And Organizational Change Management
An organization is implementing a new IT service management tool. A specific department exhibits active resistance by publicly criticizing the tool's usability during team meetings. How should the change enablement team address this?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Listen to their specific workflow grievances, validate their concerns, and demonstrate how adjustments are being made.
Active resistance should be met by engaging the vocal resistors directly to understand their pain points and address legitimate usability issues.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Listen to their specific workflow grievances, validate their concerns, and demonstrate how adjustments are being made.
Why this is correct
Addressing valid concerns turns active resistors into constructive participants by acknowledging their operational reality.
- ✗
Publicly reprimand the dissenting employees during the next all-hands meeting to deter others.
Why it's wrong here
Public reprimands create fear, suppress valuable feedback, and deepen resentment.
- ✗
Exclude the department from subsequent training sessions to protect the rest of the rollout.
Why it's wrong here
Excluding departments guarantees project failure in that business area.
- ✗
Replace the department head immediately without consulting human resources or business partners.
Why it's wrong here
Drastic staffing changes without due process destabilize the organization and escalate resistance.
About these practice questions
This DPI question is part of Courseiva's 315-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official AXELOS / PeopleCert exam blueprint
This DPI practice question is part of Courseiva's free AXELOS / PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the DPI exam.