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You have to always remember that your response to any situation is within your control.  Even when the other person may not be exhibiting a professional demeanor, you can still respond professionally.

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You have to always remember that your response to any situation is within your control.  Even when the other person may not be exhibiting a professional demeanor, you can still respond professionally.

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It is always important to take an approach in dealing with customers as Dwight should be listening what the customer is saying and being able to respond to his comments n a professional manner.

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It is always important to take an approach in dealing with customers as Dwight should be listening what the customer is saying and being able to respond to his comments n a professional manner.

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You will encounter individuals that will lack maturity and professionalism in their delivery. Your response and how you grow from that experience is the only thing you can control.

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Clearly there are issues and they seem to be unable to separate the work performance feedback from the relationship issues.

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https://docs.google.com/document/d/1LIozOyLPeQCn_7LF93NyN3AW5PJsf9-eAGFqMWFVaJw/edit?usp=sharing

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There was a feed back system, I do not think it was a very effective system.

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Yes a lot of issues lurking.

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Very difficult,

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Yes, Maybe if they would have used another salesman other than Jim, it would have went better.

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Yes, Maybe if they would have used another salesman other than Jim, it would have went better.

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I agree knowing the history of Jim and Dwight, Dwight is not going to take that role playing model seriously. Which is unfortunate because Dwight could learn some tips on how to be less aggressive on the phone with customers. 

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I agree knowing the history of Jim and Dwight, Dwight is not going to take that role playing model seriously. Which is unfortunate because Dwight could learn some tips on how to be less aggressive on the phone with customers. 

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Yes, it's obvious they both need to deal with their own growing anger. Cut if off before the adrenaline starts pumping

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I think this does mimic real life. I remember working at a call center in high school and through part of college and sometimes people would act just like Jim did!

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I think this does mimic real life. I remember working at a call center in high school and through part of college and sometimes people would act just like Jim did!

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I think there could have been a a good feedback system present if the receivers payed attention to it. 

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I think there could have been a a good feedback system present if the receivers payed attention to it. 

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Absolutely! I think Jim played well into Dwight's personality by purposefully being a difficult customer and exploiting some of his weaknesses- such as causing Dwight to question the validity of his name, etc. 

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Absolutely! I think Jim played well into Dwight's personality by purposefully being a difficult customer and exploiting some of his weaknesses- such as causing Dwight to question the validity of his name, etc. 

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Started with bias and jaded perspective.

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Absolutely nothing LOL

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Too often, people's first instinct is to defend themselves in a hostile situation, instead be more open to the conversation