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Transactional analysis may be used to analyse the communication of change. This is discussed in
Chapter 16 of the textbook.
You are asked to prepare a formal memo to Cheryl Hailstrom in which you make recommendations
on how she could apply this technique to improve the way that she has communicated the change in
the Lakeland Wonders case. You will need to:
1. Provide an overview of transactional analysis, explaining how it can be used in change
communication;
2. Apply this technique to analyse the communication of the change in the case, as it is
reported in the case;
3. Develop and justify three recommendations for improving change communication, based on
your analysis.
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