Soft Skills Development

The ability to communicate effectively and influence others while managing a chaotic issue is a skill that you cannot learn from a book or in a class--it requires one-on-one mentoring.

A brain surgeon does not just take a class and then start operating.  Rather, after learning the text book stuff, the surgeon is mentored until ready to operate on his/her own.

What are soft skills?

Soft skills in the IT industry are a key element in a successful career in support.  In fact, they are more important than the specific knowledge that you have. 

Soft skills include the ability to:

• influence people
• communicate to customers, mangers, and peers
• manage all persons involved in an issue
• present information to multiple audiences
• motivate others to do work
• assess what you know and what you do not know
• set next steps and expectations

The internet is full of companies that sell soft skill training.  We believe that they only provide the text book information on soft skills but not the hand on mentoring that is required to truly develop a support engineer.

So how do we do it?

We work with your support persons on every issue, one-on-one, taking them through the structured troubleshooting methodology while demonstrating and coaching the soft skills. 

The customer wants and deserves a properly handled issue.