New York Times: A Nation on Hold Wants to Speak With a Manager

New York Times: A Nation on Hold Wants to Speak With a Manager. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. If employees are now having to take on many unexpected roles — therapist, cop, conflict-resolution negotiator — then workplace managers are acting as security guards and bouncers to protect their employees.”

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