For the third year Karina worked as the head of one of the $3$ canteens of a large industrial complex, which was a

city$-$forming enterprise and the most significant employer of the entire region. After a four$-$year break in work, this

position was perceived by her as the ultimate dream: a good social package, a stable salary, the status of a

managerial position. She managed to pick up an excellent team, and the processes were worked out. The

reputation of her dining room is good, the location is good. That is why the last six months, while one of the

workshops was being reconstructed $($the roads to the other canteen were broken, and getting there became more

difficult due to dust and dirt$),$ the number of customers of her canteen increased by $20\%.$ The future seemed rosy

to her, even despite some difficulties that arose a long time ago, but were not resolved in any way. A month ago,

the thermostat on one of the burners of the electric stove broke $($but even now this burner can be used! Water was

brought to a boil on it$,$ and then moved to other burners where the thermostats worked$)$; almost half a year ago,

one of the cook's assistants was hired for a while in the canteen of the central apparatus: she now worked as a

waitress in the VIP hall, and was still listed in her canteen. Yes, it was difficult. Instead of four employees in the

canteen, three now worked, the breakdown of the thermostat added the hassle and risks associated with moving

large hot pots, and the increased number of workers who came to her canteen for lunch, on the one hand, pleased

with the overfulfillment of the plan, on the other, added nervousness and conflict in the dining room.After class, drawing attention to Karina's mood, the business coach asked her to stay. Having found out in

detail what was the matter, she, to Karina's surprise, enthusiastically said: $$Karina$,$ yes, you may have been

lucky with this complaint! If the situation is as you told us$,$ the Directorate is in our favor. We just need to be

better prepared for it$.$ Facts, facts and more facts. And less emotions!

Case assignment:

$1.$ Why does the coach think that in this situation the complaint played a positive role for Karina?

$2.$ What facts are discussed in the last paragraph of the case?

$3.$ What style of behavior in conflict situations did Karina demonstrate this time? What did the coach suggest?