APMG-International Exam AgilePM-Practitioner Topic 3 Question 23 Discussion

Actual exam question for APMG-International's AgilePM-Practitioner exam

Question #: 23
Topic #: 3

Which 2 actions demonstrate empathy?

A. Allow people to think independently and plan for themselves how this Change Programme could be incorporated. B. Hold a weekly progress meeting with key UniCo and Selco staff dedicated to the delivery of the new contract. C. Provide statistical data on the general trends in the mobile application industry to help people rationalize why this change is necessary. D. Reschedule plans to allow extra time for those IT support staff who are finding it difficult to try out the new processes. E. Encourage the CEO to discuss their previous concerns about the new company direction with staff who feel uncertain.

AAllow people to think independently and plan for themselves how this Change Programme could be incorporated
While independence is valuable, this option emphasizes autonomy rather than empathy. Empathy focuses on actively understanding and addressing emotional needs, which is not reflected here.
Incorrect.

BHold a weekly progress meeting with key UniCo and Selco staff dedicated to the delivery of the new contract
Progress meetings are about operational efficiency and project management rather than emotional engagement. This action does not specifically address the emotional or empathetic needs of staff.
Incorrect.

CProvide statistical data on the general trends in the mobile application industry to help people rationalize why this change is necessary
Offering statistical data focuses on rationalization and logical understanding rather than emotional support. It does not demonstrate empathy.
Incorrect.

DReschedule plans to allow extra time for those IT support staff who are finding it difficult to try out the new processes
By rescheduling and accommodating the needs of staff who are struggling, this action demonstrates empathy. It acknowledges their challenges and provides support to help them adjust to the changes.
Correct.

EEncourage the CEO to discuss their previous concerns about the new company direction with staff who feel uncertain
This action encourages the CEO to openly share their own experiences of uncertainty, fostering an emotional connection with staff. It helps to reduce apprehension and demonstrate that their concerns are understood.
Correct.
Why D and E are the Correct Answers (Scenario Alignment)
D: Rescheduling plans reflects understanding and support for those finding it hard to adapt, which aligns with empathetic leadership principles.
E: Encouraging the CEO to share their journey of overcoming uncertainty provides emotional reassurance and demonstrates relatability, a key element of empathy.
Reference (AgilePM and Scenario Alignment):
AgilePM Handbook, Chapter 6: Empathy and Emotional Intelligence in Stakeholder Engagement.
UniCo Scenario: 'UniCo staff must develop new attitudes, and the CEO's openness has been a subject of positive informal discussions.'
Hodges' Principles of Engagement: Empathy as a cornerstone for addressing emotional challenges during organizational change.

Show Suggested Answer

Suggested Answer: D, E

Comprehensive and Detailed Step-by-Step Explanation

Understanding Empathy in Change Management

Empathy involves understanding and addressing the emotions, perspectives, and concerns of stakeholders during a change initiative. It focuses on emotional intelligence and actively supporting individuals to adapt to change in a way that respects their feelings and needs.

Option Analysis

by Virgie at Feb 11, 2025, 09:13 PM

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Judy

1 months ago

Providing extra time for the IT support staff who are struggling? *slow clap* Way to go, UniCo. At least someone there has a heart.

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2 months ago

D and E are the correct answers for sure. Rescheduling to support struggling staff and having the CEO open up about their own concerns - that's real empathy in action.

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