The CEO will need to know that the first step in his appreciative inquiry change effort will begin with:
Trendy Fashions
Trendy Fashions, a large retail chain, is experiencing conflict and organizational politics
among its managers. The company's customer service ratings are suffering and managers are
pointing to other departments as the cause of the problem. The conflicts and politics are
further contributing to the customer service problems. The CEO of this chain has just heard
about the appreciative inquiry process and thinks this might be a good technique to use to
improve this situation. He needs more information on this process.
A. determining the cause of the problem.
B. determining whether there exists a problem that needs to be fixed.
C. involving employees in the process of unfreezing.
D. identifying the positive elements of the organization or work unit that is performing well.
E. creating a common image among participants of what should be in their own organization.
D. identifying the positive elements of the organization or work unit that is performing well.
Appreciative inquiry begins with discovery, identifying the positive elements of the observed
events or organization.
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