Use the following scenario to answer questions $11-20.$This morning started your third day on the job as the sales manager for a large department store. You're in charge of over a dozen departments that offer products ranging from baby clothes, to washers and dryers, to cookware, to computers and video games. Your background is in sales and you've worked sales floors before, but you've never managed so many employees.In your first meeting with upper$-$level management, they informed you that your top priority in the upcoming year will be increasing sales on high$-$margin items like clothes and toys. Profit margins on products like televisions, video games, computers, and other high$-$dollar items tend to be very low. In addition, those products tend to require specialized sales and support staff, while things like clothes and toys do not. Management has said that they're interested in opening up more of the sales floor for high$-$margin spaces.You soon find out that employees know about this focus from management, and they're concerned. Sales staff spend most of their time working with customers who are interested in lower$-$margin products. They enjoy this work but feel underappreciated. They are also worried about their sales bonuses disappearing. Employees at your store earn an hourly wage but receive a small commission when they arrange sales of higher$-$dollar items. Many of these employees dedicate their time to selling those items more often and more effectively, in order to supplement their wages. They believe management's new focus on higher$-$margin items that don't require a sales staff means their jobs will soon be eliminated.As you walk around the store, you notice customers hanging out and buying coffee at the front of the store, and a few people walking back into the various departments. Employees are staffing the registers as well as stocking shelves and speaking with customers.As you continue to observe interactions between employees and management, you start to believe that the two groups are just talking past each other. The communication model we developed in this course would suggest that these two groups have failed to adequately communicate which of the following to each other? Their emotional literacy, since employees have been trained not to be very emotional on the job Their body language, since nonverbal communication can sometimes convey so much more information than words Their history, since an understanding of past interactions might help resolve their disagreements Their desires and needs, since management appears not to realize that employees depend on the commission bonuses for their livelihoodFrom conversations with employees, you come to understand that they've been hesitant to push back against unfair policies in the past, since they felt that management punished