Colleen Is a Manager in a Restaurant

question 82

Multiple Choice

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?

• A)refreezing
• B)changing
• C)unfreezing
• D)moving

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Definitions:

Personality Change

Alterations in an individual's patterns of thought, behavior, or emotion that are typically significant and impactful over time.

Social Categorization

The assignment of a person one has just met to a category based on characteristics the new person has in common with other people with whom one has had experience in the past.

Cognitive Dissonance

A psychological conflict resulting from incongruous beliefs and attitudes held simultaneously.

Operant Conditioning

A learning process in which the frequency of an organism's behavior is modified by reinforcement or punishment.