Scenario: Trendy Fashions Trendy Fashions, a Large Retail Chain, Is Experiencing Conflict and Experiencing

Scenario: Trendy Fashions
Trendy Fashions, a large retail chain, is experiencing conflict and organizational politics among its managers.The company's customer service ratings are suffering and managers are pointing to other departments as the cause of the problem.The conflicts and politics are further contributing to the customer service problems.The CEO of this chain just heard about the appreciative inquiry process and thinks this might be a good technique to use to improve this situation.He needs more info on this process.
-The CEO will need to know that the first step in his appreciative inquiry change effort will begin by:

A) determining the cause of the problem.
B) determining whether there is a problem that needs to be fixed.
C) involving employees in the process of unfreezing.
D) identifying the positive elements of the organization or work unit that is performing well.
E) creating a common image among participants of what should be in their own organization.