Five Tips for improving the Soft Skills:

Most IT support professionals know that the development of technical skills is fundamental to their careers. But learning about the subject matter is only one of the necessary talents every IT pro should cultivate. The human component to support techs’ duties requires good communication and relationship skills, otherwise known as soft skills.

The shifting economy and ever-evolving industry have expanded job roles, making it essential for the IT pro to wear many different hats. Aside from simply providing technical assistance, support pros may find themselves taking on the job of salesperson, manager, or public speaker.

Clear communication with nontechnical people can help facilitate working relationships and close the gap between dissimilar departments within the business, Freedman said. Developing your soft skills will help you bypass the jargon and increase your productivity.

Tips to improve the Soft Skills
• Actively listen
Most IT pros tend to be analytical by nature, so when a customer or coworker approaches with a problem, you’re likely to hear only the literal statements. “Active listening involves focusing on the moment, participating in the conversation, waiting your turn to speak, and asking for clarification when necessary.
• Communicate with illustrations
Most customers will become confused—or worse yet, defensive—the moment you start talking acronyms like DHCP, SQL, DNS, or OBDC. A nontechnical person’s eyes may glaze over after just 10 seconds of jargon, and it’s a guaranteed method of alienating your client. Choosing common terms or illustrations to demonstrate your point will help facilitate communication.
• Take the lead
More IT pros are taking on the role of leader, particularly in smaller departments. “The ability to lead others, even if only on small initiatives, is a key strength. Take the time to observe some of the successful leaders within your company and note their actions and management style. If possible, choose diverse assignments or enroll in teambuilding classes to increase your knowledge about employee motivation.
• Nurture your inner writer
Many IT pros need to write and respond to RFQs and create system documentation. The secret is to write the technical material in nontechnical terms. You may also need to rely on visuals, charts, and diagrams to illustrate important points. The best way to develop this skill is simple: practice. Each day, choose a problem you’ve encountered and write the solution with a nontechnical person as your audience. Give it to a friend or family member to review.
• Step out of the box, physically and mentally
It’s easy to spend an entire day in your cubicle or office, but it’s not the best career move. Sign up for some office committees or meet colleagues for lunch to expand your working relationships and understanding of the company’s mission. To help cultivate relationships with clients, stay up to date on world business news.