Lauren could tell something was not right. She has always thought that sales representatives were always pleasant to the customers. The sales rep who sold a well-known line of tools to the hardware store where she worked was anything but pleasant to her manager. The rep was insisting that his tools should be more prominently displayed and a better assortment would mean more sales. The manager had other plans and told him so. To say the conversation was unpleasant would be an understatement. What Lauren was observing was an example of: