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The 2006 ASTD Training & Performance Sourcebook by Patricia Phillips, Mel Silberman

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Activity 7

THE DIFFICULT CUSTOMER: A ROLE-PLAYING EXERCISE

Nancy S. Jackson

Nancy S. Jackson, PhD, is currently the chair of the communication department at the Community College of Aurora, Colorado, and formerly an assistant professor in Communication Studies at Clemson University. Her publications and presentations have included articles on applied communication topics as well as theoretical pieces on culture and architecture. She has designed and delivered training for over 20 years. Nancy is a frequent contributor to the Sourcebooks.

image Contact Information:Community College of Aurora1600 Centretech ParkwayAurora, CO 80011303.877.8711nansolo@aol.com ...

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