Susan was promoted to Manager at the department store she worked at. Part of Susan's new job was to schedule the sales staff hours. As Susan had worked many years at the department store she knew the staff and was friends with many of them at work and outside of work. Susan was now their manager, and they were her subordinates. One of Susan's greatest challenges was scheduling the monthly staffing schedule. Many staff demanded pgtic_u_l_a_r__d_a_y_s off and this led to many conflicts, and because they were friends of Susan, they felt should be given special consideration. Others are very happy with the scheduling and do not want to see changes. Conflicts started to escalate and was affecting morale. Betty, the senior salesperson, approached Susan and suggested mediation would be a helpful approach to resolve the scheduling dilemma. Susan agreed and has approached you, as the Human Resources Representative to consider this case. You have agreed to mediate the conflict. 1'I'ou must explain the process you would use to facilitate a resolution between Susan and the staff. You must: I Use the Exchange Model . Incorporate theory from Thomas Kilman I Include an Action Plan I Include a Written Agreement