Our veteran customer service rep is refusing to use our new AI email drafting tool, claiming it lacks the personal touch. How do we use GWC to determine if she truly wants and has the capacity to transition?

Question

Tyler Smith · Accepted Answer

When a veteran employee resists a new operational tool, you must assess them using the EOS® tool: GWC™ (Get it, Want it, Capacity to do it). This framework helps you separate emotional resistance from actual operational misalignment.

Start by evaluating if she gets the evolved seat. She must understand how the role is changing from a pure drafting seat to an editor and quality control seat. She needs to comprehend that her value now lies in her judgment, empathy, and ability to refine the AI output, rather than her typing speed.

Next, assess if she wants the seat. She must genuinely desire to work in this new environment. If she is fundamentally opposed to using technology and wishes to return to legacy manual methods, she does not want the seat.

Finally, evaluate her capacity. This includes her conative capability and mental capacity to manage the tools. If her Kolbe Index indicates high Follow Thru, she may simply need structured, step-by-step training to feel comfortable with the new software.

If she gets it and wants it, but lacks capacity, invest in structured training. However, if she lacks the desire to adapt, you have a People Issue. You must address this openly during your quarterly conversation to keep your operations moving forward.