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will not back down. These are the people who inadvertantly get belligerant or cocky when asked to do things that they think are beyond them. People who hoard all the documents and don't leave anything for the next person who could possibly "take their job" when they are fired, God forbid. I have heard techs talk about "job security; or I have done things that no one else will be able to figure out once I'm gone." This attitude needs to be prevented from the very beginning. It does nothing for teamwork, which is what IT support is all about. As managers we do need to know our people a little better in order to work productively with the team.