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This Concept Map, created with IHMC CmapTools, has information related to: Case Study 26, Listening Skills using Examples, Teach Soft Skills such as Negotiation, Introduction to the Problem Team Leads need to learn new job roles, coach/mentor Reps, and not be aggressive/ passive with customers, Reps need to be assertive with customers without being aggressive or alienating to them solution Teach Soft Skills, Negotiation using Examples, Examples such as Role Play, Teach Soft Skills such as Listening Skills, Examples such as Case Studies, New Problem solution Model Reps Training