Options for #1: more resources, more managers, less resources, less managers

Companies with more resources are better able to overcome resistance to change. Using your knowledge of the actions leaders need to take to overcome resistance to change, select the correct labels for the A, B, C, and D positions in the following diagram. Listen Communicate Involve Train A B D Hear concerns and offer support Build trust Generate commitment by participation New skill development A. Allow venting B. Build understanding C. Coaching D. Create opportunities for employees Riley is the skipper of a small boat that does tours of the Chicago River. In the past, his tour guides have worked only on the boat, telling tourists about the buildings they are seeing. Now Riley wants his tour guides to take on more of a sales role. When they are not leading tours, he wants them to approach potential clients and tell them about the cruise. Which of the following statements could Riley use to most effectively change the behavior of his tour guides? "Every other tour boat company on the river has employees who routinely reach out to attract new customers. Can't you all do that, too?" "You all aren't working hard enough! You need to put in more hours, and you need to get us some new customers. Now get out on the street and start talking with people!" "The tour boat is in trouble right now-we need to get more guests if we're going to stay in business and have all of you keep your jobs. I want to be fair to everyone, and I want to know what ideas all of you have for getting more customers." "Today you're going to start working in a new way. I need you to not only do your tours but to use the time when you're not on the boat to attract new customers