Problem: Kahi, the director of customer service for a clothing retailer, has decided to implement a new customer service policy. The policy requires customer service employees to use a set of scripted phrases when investigating customer problems and to address customers as "Sir" or "Ma'am." Some employees think these policies are outdated and ineffective, so they refuse to use the scripted phrases. How could Kahi get employees more engaged in the change?
A. Give the employees time to adjust while slowing down the pace of implementing the change.
B. Ask employees to provide feedback in order to understand their reasons for resistance, then work to incorporate that feedback into the plan.
C. Promise a reward for employees who lead the change initiative without complaining or questioning the reasons behind it.
D. Refrain from addressing concerns out loud in order to avoid making their imagined problems seem real.