Which attitude supports successful long-term change?

• A. Deny past errors
• B. Not be paralyzed by the past or terrorized by the future
• C. Ignore employee input
• D. Rely solely on tradition

Answer: (B)

A resilient, forward-looking attitude that avoids being paralyzed by the past or terrorized by the future supports lasting change. This mindset allows you to acknowledge past mistakes without being stuck in them and to face future uncertainties with calm, curiosity, and a willingness to adapt. It keeps momentum by encouraging learning, feedback, and small, workable adjustments rather than denial, fear, or rigid adherence to old ways. In a fire department customer service context, this means using lessons learned while welcoming new ideas and improvements from staff and customers. Denying past errors blocks learning, ignoring input undermines engagement and practical insight, and relying only on tradition prevents the necessary changes to meet current needs.