CASE 6 Breakfast is an important time of the day for most residents as they look forward to meeting with all their fellow residents as well as plan out the activities they will each be attending for the day. Jeremy, an old grumpy resident, is very particular about his needs and does not care if others are inconvenienced as long as his needs are met. On this day, he was served his coffee a little slower than normal and his breakfast was not exactly what he ordered the previous night. While he noticed that the staff were moving as fast as they could, he did not care. After breakfast, he marched to the Executive Director's office to complain about the lack of service in the dining room at all times and threatened to leave the facility. How would you go about diffusing the immediate issue at hand and then what would you do to resolve the long-term issue facing the facility