Sarah noticed that whenever she told her employees that they needed to improve customer service, they paid little attention. She had the strong impression that they thought they were doing a good-enough job. In this particular instance, which of the following tactics would be the most effective at breaking their complacency?
A)Encouraging them more when she sees them doing something right
B)Talking even more specifically about the organization's weaknesses
C)Backing up her points with general principles rather than data
D)Putting them in direct contact with unhappy customers
E)Making the performance goals easier to attain

Question

Quizplus · Accepted Answer

Exhibit 18.8 shows some common reasons for complacency, including a lack of sufficient performance feedback from external sources. Tactics to stop complacency include setting stretch goals, putting employees in direct contact with unhappy customers and shareholders, and distributing worrisome information to all employees.Refer to Exhibit 18.8

Sarah Noticed That Whenever She Told Her Employees That They