I am supervising a retail store where I feel pulled in all directions every day by employees. I’m trying to change their work habits because they have been trained incorrectly and the result is sales decline. My job is to fix that.I’m met with defiance because they have been allowed/trained to work this way. They report me to upper management and I’m walking on eggshells. I need help with a strategy to help them work correctly. I’m spending so much time reporting (to defend myself), doing others jobs, and correcting, that my additional responsibilities aren’t being met. The other manager has begun playing into the drama as well with the more senior employees because those employees have earned the respect of the company. I’m not there to make friends but I don’t want them to hate me either.