The actions described—ensuring stakeholders understand the change's purpose and encouraging discussion—are fundamental organizational change management (OCM) techniques. These activities are specifically aimed at engaging the people affected by the change. By communicating the rationale and providing a forum for feedback, managers address concerns, reduce uncertainty, and build trust. This process is crucial for gaining buy-in and ensuring that participants are not only aware of the change but are also mentally and emotionally ready to adopt the new ways of working. This directly fosters a state of willingness and preparedness among them.

A. Clear and relevant objectives: While the managers are communicating the objectives, this is the means by which they achieve a different goal. The primary outcome of this specific engagement is influencing the stakeholders' attitude, not just defining the objectives themselves.

B. Strong and committed leadership: The managers' actions are a demonstration of strong leadership. However, the question asks what requirement this action contributes to, and the immediate beneficiaries and target of this communication are the participants, not the leadership group itself.

D. Sustained improvement: This is a long-term goal, achieved after a change has been successfully implemented and embedded. The described actions occur at the start of the initiative and are foundational steps toward, but not the direct achievement of, sustained improvement.

AXELOS. (2020). ITIL® 4: Direct

Plan and Improve (DPI). TSO (The Stationery Office).

Section 4.4.2.3

Willing and prepared participants: "For a change to be successful

the people who are expected to adopt the new ways of working must be willing and prepared to do so... This is achieved through effective communication and involvement

which helps people to understand the purpose of the change and to feel positive about it." This directly links the actions in the scenario to the correct answer.

Section 4.4.2.1

Clear and relevant objectives: This section describes the importance of defining the objectives

which precedes the communication activity described in the question.

Section 4.4.2.2

Strong and committed leadership: This section focuses on the role of leaders as champions

which is a prerequisite for the actions in the scenario

not the direct outcome.