CHAPTER 7

Soft Skills: Tougher Than They Look

Only one man in a thousand is a leader of men—the other 999 follow women.

—Groucho Marx

At some point in history, someone decided that core skills of communications, sociability, self-awareness, pretty much anything that tapped into our emotions, were a waste of money. To emphasize this point, they were labeled “soft skills” and were further downgraded as a result.

Soft, that is, until those same people discovered how vital these skills are to handling the so-called “difficult” conversations—conversations with people different to themselves, about performance, better teamwork, and improving delivery.

Until, that is, professional services, like doctors, dentists, and other health professionals, discovered ...

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