You Have Been Appointed to Lead an Initiative to Change

Multiple Choice

You have been appointed to lead an initiative to change the customer greeting process and you find that there is some resistance to the new ideas. Which of the following behaviors should you exhibit to help overcome resistance? (1) Point out how the new process will create better customer relations. (2) Identify people who are strong resistors and force them to comply. (3) Identify and encourage those who agree with your idea and ask them to share their thoughts with others.

A) Behaviors 1 and 3
B) Behaviors 2 and 3
C) Behaviors 1 and 2
D) All three behaviors