Soft Skills is NOT People Skills is NOT Sales Sklls!

A few days ago I had someone ask me if I offer soft skills training. I responded with the question "What do you mean by soft skills?". He responds: "You know, customer relations stuff, sales, professionalism all the non technical things." Of course I said "You need to tell me what challenges your people face and I will help you create a solution that will help meet and correct those challenges." There is a major disconnect in the industry on the definition of soft skills, people skills and the method of handling performance problems that involve these skills. I get people asking about "Soft Skills" classes all of the time. I give them the same answer. . . "What challenges are your people facing and what would you like them to do differently?". The last thing I want to do is get a bunch of people in the room who really need accessory or add-on sales training and I'm telling them they need to wear shoe covers, look the customer in the eye when speaking and smile more often. Yes, those are important but it does not address the specific issue. On the other hand I may have a group that doesn't communicate well who have limited "People Skills". I go in and do a class on dealing with sales objectives or properly explaining fees when what they really need is a simple script to follow when meeting and talking with customers. Too many people get caught up in thinking one blanket "Soft Skills" class will fix every non-technical problem. Folks, this is not possible. To determine the specific need, simply make a statement as to what you want them to be more proficient at. Now we can work backwards and come up with a plan of action that really meets the needs of the group.