I have an employee who is very rigid. When asking her to do anything new or different her first response is no. This is just the way I do it and I have to do it my way. Trying to get her to do something different is very hard. I have asked her to call clients who have overpaid, her response is that this is very hard for her to do and she will try. But since her review I have not seen or heard her try. I would like to implement some changes in the department but I feel it would be such a struggle with her that I might have to fire her. I do not want to do that. But on the other hand, I don't want to hear no everytime I try something new. Do you have any ideas how to approach her.