Scenario $1$:

You are the supervisor for a team of employees who have a high number of product defects. They also waste materials. You recognize that product defects and wasted materials impact your department$$s budget. You have told your team to decrease the amount of wasted materials, but your employees do not seem to care. How can you get the employees to increase their quality and decrease waste?

Scenario $2$:

One of your best customers verbally abuses two of your employees every time she visits your store. Your employees have complained to you several times about this customer. What should you do$?$