Colleen Is a Manager in a Restaurant

Colleen is a manager in a restaurant. She believes the restaurant culture has led employees to treat customers disdainfully. In order to change that culture, she informs them that since poor customer service does not support their goal of selling food, she will henceforth only be rewarding behaviors that demonstrate good customer service. According to Lewin's change model, Colleen is implementing which step?

A) refreezing
B) changing
C) unfreezing
D) moving

Correct Answer:

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