Terry was recently promoted to supervisor. Things were not going as smoothly as they should. In the past few days it seemed that the manager of the division was being unreasonable. She had talked to Terry about the performance of the work unit. There had been a customer complaint last week about the slowness of service. There were also a few gripes from employees about the way he treated them. Although he felt bad, he did not think he was really responsible for either situation. After all, at the time the complaining customer requested service they were very busy. And the gripes, well, you know, they just liked to complain. What could he do about that? But since he wanted to succeed, Terry has asked you to help him out.