I have loved the book "Games People Play" by Eric Berne and usually try to watch it being played.
Here is the link to the book: https://docs.google.com/viewer?url=http%3A%2F%2Fimages.jeelchristine.multiply.multiplycontent.com%2Fattachment%2F0%2FSC1LrgoKCB4AADHa8Es1%2FGames%2520People%2520Play.pdf%3Fkey%3Djeelchristine%3Ajournal%3A15%26nmid%3D96310600
Additional reading; http://Calmisc.blogspot.in/2012/06/working-in-call-center.html
Here is the link to the book: https://docs.google.com/viewer?url=http%3A%2F%2Fimages.jeelchristine.multiply.multiplycontent.com%2Fattachment%2F0%2FSC1LrgoKCB4AADHa8Es1%2FGames%2520People%2520Play.pdf%3Fkey%3Djeelchristine%3Ajournal%3A15%26nmid%3D96310600
Additional reading; http://Calmisc.blogspot.in/2012/06/working-in-call-center.html
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