When do you decide to escalate things to your manager or your reps manager, and how do you approach it? I’m struggling with a rough rep

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I'd talk to your rep and try to iron out the friction. Don't be confrontational but just ask him to help you understand some of his behaviors or call out toxic behaviors in a professional way that are not appreciated. Sometimes people don't know what they are doing wrong and will change. Note the time, date, and what you discussed.

If he does NOT change, then I'd bring it to your manager and tell him you tried to talk to him on x date, about it and the behavior is still persisting and ask for guidance. I would send an email AFTER to your manager just with you and him on it so it's documented. Hopefully this helps.

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