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You have to understand the reasons of the resistance to change, talk with the staff or employees and get to know why they are not satisfied and what they are not satisfied about, so they wouldnt want to change. Maybe they have personal reasons (family, financial, etc..) or maybe they have problems in the work related to customer service or missing some knowledge in the field they are in. As a manager we should always train our staff keep them ready for anything, maintaine a base line of convenient and effecient work where we should be above not under. We should encourage them to change for the better and not for the worse.
