It has been planned for a meeting to introduce the new procedure to the Team . All participants are available and willing to go, despite some complaints. You anticipate some anger during the meeting because it has been agreed that all communication regarding Customer Reviews and Complaints would go through you (as the Manager). Every review or complaint pertaining to their section of the restaurant has previously received a response from one of the three team leaders. both favourable and unfavourable comments and concerns.

Questiions

1. How and why will the team be affected by this issue?

2. How will the team get value from this issue?

3. What are wants and demands?