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We all know people who challenge our ability to work peoplesmart. Do any of these “challengers” sound familiar to you?

Among customers, you might find “Carol Complainer”: “Is this the best you can do?”

Or “Harvey Hierarchy”: “What’s the name of your supervisor?”

Among co-workers, you might find “Needy Nan”: “Can you help me out?” “Want to hear about my weekend?” Or “Superior Stan”: “Mistakes? I never make any… unlike you!”

Among direct reports, you might find “Late Nate”: “No, it was yesterday that the bus was late. Today, I had to take my son to the dentist.” Or “Pathetic Patty”: “I can’t do this! You’ll have to show me how.”

Finally, your ...

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