Service workers share their funniest and most cringeworthy stories of difficult, demanding, and just plain mind-boggling encounters with the public . . . “Ma�

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How do we ensure that our Web sites actually give users what they need? What are the best ways to understand our users' goals, behaviors, and attitudes, and the

From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conver