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8/7/2006· Business Management

Dealing with Difficult People

By: Dorothy Pederson

The business of service is an interesting one to say the least. The subtle path to success lies in knowing ourselves. You might ask what I mean. What I am saying is that it is only in gaining understanding into our own feelings, reactions, and habits that we master the real art of relationship. It is always all about us

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8/7/2006· Business Management

Managing Frontline Employees for Customer Success: A Toolbox of Employee Satisfaction Ideas

By: Dorothy Pederson

For decades there has been a chasm between frontline employees, typically hourly, and management. Frontline employees recognize a problem and feel powerless to "fix it." They blame management and expect them to "fix it!" They perceive that management does not listen to them. They feel discounted. So they rebel

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