Mike owns a BMW R80/7 motorcycle and recently needed some repairs.

“Last time, I took it to XYZ Cycle Service, but I just can’t get myself to go back there,” he said. “They’re supposedly the best in town, but they were downright rude. They told me to just leave it and they’d get to it when they could. They acted as if even the simplest question was a huge imposition.”

This is a classic example of the gap that can exist for those with specialized expertise. Professionals may be highly skilled, but that’s only one side of the coin. Given a choice, most of us would rather take our business to someone who treats us as human beings, appreciates our concerns and values our business.  

Soft Skills vs. Technical Skills

Soft skills are the interpersonal skills that help employees interact positively with the public and each other. Skills like active listening, clear communication, positive attitude and patience are critical for customer-facing employees. While the job title may be technical support, help desk or IT, the real task is to solve problems in a manner that leaves the customer smiling. Even the most skilled technician becomes more valuable when he or she can empathize with the caller’s frustrations, diagnose core issues with well-constructed questioning, and communicate a solution that is clear and manageable.

If the listener doesn’t understand the explanation because of technical jargon, there’s been no communication. If the customer is so angry that he or she can’t “hear” what you’re saying, there’s been no communication. That’s because how it is said and how people listen to the response is just as important as what is said.

10 Steps for Closing the Soft Skills Gap

A sound knowledge of soft skills helps a technical expert see the world through the eyes of the consumer.

1. Apply active, reflective listening techniques to uncover all concerns. Refrain from jumping to an assumed conclusion.
2. Ask targeted questions (both open and closed) to gain a thorough understanding of the issue.
3. Break complex problems or solutions into small, manageable steps the listener can understand.
4. Be patient with a person who has little or no understanding of the subject matter or its terminology.
5. Show respect and empathy toward the customer, even if the issue appears incredibly obvious to you.
6. Assess the customer’s level of understanding and experience in order to communicate clearly, using language that is neither confusing nor patronizing.
7. Use positive language that focuses on the solution rather than the problem.
8. Avoid comments that alarm the customer or make them feel ignorant/embarrassed.
9. In the case of an angry customer, put your ego aside and don’t take it personally.
10. Become a partner in the solution.

The benefits of soft skills training for technical staff goes beyond just fixing problems. Satisfied customers become loyal customers and are the most valuable asset a business can have. In addition, a team fluent in soft skills will develop better interpersonal skills which can boost workplace civility and morale. It can improve workers’ adaptability and flexibility and reduce turnover.  As a result, training in soft skills becomes a value-add at many levels.