Question

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

Answer 1

The answer to the following question is C. Backing up her points with general principles rather than data.

This is due to the fact that all the other options would not play well psychologically with the state of mind the employees are in other than letting them know the truth with the value of important principles attached to them.

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