The best first step to resolving these conflicts is to involve a manager who has the right to offer refunds and discounts to the customer. The manager and sales associate will work with the customer to resolve the issue. Norms and Transgressions Norms are laws, or written codes, that are a formal part of the full range of cultural norms, or cultural rules of behavior. (Heider, pg.309) Norms are the essence of culture and usually range from formal to less formal. Norms can be difficult to identify because they are deeply rooted in the given society. People generally follow norms and expect others to do so too because they have adopted the norms that they believe are useful and appropriate. Every society has rules that must be respected to function smoothly. Norms are the fundamental rules of our society, drawn from our values ​​and beliefs about how the world should be. People follow norms at least the important ones, while others are less formal and less far-reaching. When individuals and groups deviate from norms, society responds. When people break norms, if the norm is important enough, it elicits a reaction or