The parties play an important role in the long-term success of most relationships, and each deserves respect and consideration. In personal relationships, lack of understanding of different needs can lead to distance, arguments and breakups. In workplace conflicts, differing needs are often at the heart of bitter conflicts, sometimes leading to broken agreements, reduced profits and job losses. When you can recognize the legitimacy of conflicting needs and be willing to examine them in an environment of compassionate understanding, it paves the way for creative problem solving, team building, and improved relationships. In the chapter Welcome to Turm-Oil Inc, the author introduced a mock company to show how conflicts arise among workers, even in workplaces where employees consider each other family. Due to the change of millennium, the company is faced with a reduction in its workforce, which leaves plenty of room for conflicts. The author mentioned different employees of the company. Clyde S. Dale, general manager, has been with the company for 22 years. He ignores his problems until they boil over, after which he takes charge and fixes things. Salesman Vic Tom believes that customers are easy to deal with, but co-workers are not and are often on the golf course and view that as networking. Perry Noyd, a corporate controller for 22 years, life has taught him that not everything is as good as it seems and he often brings up the “devil's advocate” point of view in meetings. He himself seems realistic and patient when it comes to gardening. Distribution director Dough Right thinks everything would work better if people did things his way. He was recruited two years ago to structure the distribution...... middle of paper...... rified before shipping. But because of the "I'm always right" attitude of each of them, the customer was not served and everyone lost. Describing the three strands of conflict, the author defines the process as antagonistic, aggressive and defensive. Problems are solved when everyone involved is willing to pursue the solution at all costs and maintain effective relationships to resolve problems. Such relationships are characterized by respect and trust, a willingness to listen and communicate, commitment to a common goal, as well as flexibility and creativity. Solving problems therefore requires moving forward and laying a foundation of respect and communication. Without this foundation, the other person will continue to view themselves as the victim and view us as the villain. To identify process needs, you need to think about how you want to be treated by another person...