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?

Question

Quizplus · Accepted Answer

Colleen is implementing the first step of Lewin's change model, which is unfreezing. She is creating awareness and readiness for change by informing the employees that poor customer service does not support their goal of selling food and that good customer service will be rewarded.

Colleen Is a Manager in a Restaurant