Gallagher's Goods wants to introduce a new procedure to improve how customer requests are handled. This change will require employees to break old routines and adopt new role patterns. They decide to adopt two new programs. One asks the employees to learn how to work as teams as the company changes. The other involves forming task forces within the company to help determine new customer service practices. In asking employees to now work in teams, Gallagher's Goods is using to minimize resistance to change. Select one: ) a. negotiation ) b. communication ) . coercion O d. learning O e. stress management