I've not worked in tech support exactly, but dev on internal apps that we also run the ops for.
These types of users beyond the morals/niceness issue just seem plain stupid.
The most intelligent manipulative users I observed were the ones who do the exact opposite - chew out the boss regularly, but are absolute saints to the lower level "doers".
They engender good will with the people actually doing the ops work, often end up getting them to go the extra mile. Plus they shell shock the boss enough that the ops people are given the priority to work on their issues.
chew out the boss regularly, but are absolute saints to the lower level "doers".
i don't think that is manipulative, unless it is extreme. this is the behavior that you want. treat your subordinates with respect and move problems that you can't fix on your own up the chain.
the thing is, if every level works that way then you don't usually need to chew out your boss, nor need your subordinates chew out you.
These types of users beyond the morals/niceness issue just seem plain stupid.
The most intelligent manipulative users I observed were the ones who do the exact opposite - chew out the boss regularly, but are absolute saints to the lower level "doers".
They engender good will with the people actually doing the ops work, often end up getting them to go the extra mile. Plus they shell shock the boss enough that the ops people are given the priority to work on their issues.