A negotiation over performance standards in a recurring clinical documentation contract. The seller has stayed within the contractual accuracy range but delivers at the low end, while the buyer believes the work has slipped below what their clinical workflows can tolerate.
Accuracy trends, rework, and a withheld invoice set a tense opening tone. Neither side enters with full clarity on how the other interprets the agreement or the relationship.
The exercise gives instructors a compact way to examine compliance drift, fairness, escalation, and the role of emotion in service relationships, while also hinting at the possibility that expectations can be reset if the parties move past the initial confrontation.