F agrees to rent an apartment in G's building. At F's request, and before F moved in, G undertook several repairs. The walls were painted a more neutral colour, and carpets and drapes cleaned to get rid of the smoke smell from the previous tenant. F moves in, is not happy with the repairs, and asks G to meet about it. Specifically, F tells G that the paint job is unacceptable and the smoke smell is still present. F's point of view. You're glad to have found an apartment that is so affordable, but it still needs to be liveable. You expected the paint job to hide the previous colour, but it doesn't. The green still shows through in many areas, and looks terrible. It was the landlord's responsibility to ensure that the painting was done properly, and you expect the landlord to pay whatever it takes to fix this. You would consider painting it yourself, if the landlord agreed to deduct from your rent the equivalent of what it would have cost to hire a painter. Equally upsetting, the smoke smell hasn't gone away! Painting the walls and cleaning the carpets and the drapes obviously wasn't enough. The landlord needs to paint the ceilings and replace the carpets. You're quite certain that the smell would go away if these two things were done. 4. CLOSING *find a mutually satisfying outcome *brainstorm to generate options *evaluate options *choose options that work for both parties 5. WRAP-UP---ASSIGNMENT *discussion *what was your BATNA, if you had one *was objective criteria helpful on facts ?