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1. Describe why the element of bottom up change is the most critical in the successful management of change. Provide examples of your experiences with

1. Describe why the element of "bottom up" change is the most critical in the successful management of change. Provide examples of your experiences with successful or non-successful change.

2. What are the values and norms of a good employer? What effect does the organizational culture have on the way employees behave or treat customers?

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